K SAI KRISHNA REDDY

• Performed as the primary escalation point for technical concerns, efficiently resolving user issues, and critical security incidents. A focus on VIP users and stakeholders for rapid resolution.
• Led initiatives to improve infrastructure optimization, including process improvements, onboarding automation, and active involvement in domain migration, and security upgrades.
• Developed and maintained a comprehensive knowledge base of security protocols and SOPs, which reduced repetitive tickets by 35%, and improved resolution efficiency through structured documentation and team training.
• Published weekly and monthly CSAT reports, highlighting survey feedback to senior leadership for continuous service improvement. Handled user onboarding, ensuring everything lined up with Risk Excellence and audit standards for secure access setup.
• Trained the newly hired engineers and internal teams to enhance operational readiness.
• Basic knolweledge on splunk.
• Ensured timely and high-quality resolution of service requests and security incidents, maintaining accountability throughout the process.
• Collaborated with infrastructure teams to implement customized AD solutions for organizational restructuring and domain consolidation, further strengthening security measures.
• As a dedicated member of the L3 IT escalation team, I took the initiative to manage aged and bounced tickets, ensuring quick resolutions, and actively contributing to process improvements! It was exciting to make a tangible impact on our team's efficiency and service quality.
• Audited team-generated tickets and prepared weekly staffing reports.

Incident Management (State Street Global Advisors)
December 2022-December 2023

• Managed end-to-end incident resolution for application support, addressing trader queries and production issues with Autosy Unix environment.
• Performed daily system checks based on defined metrics.
  Monitored job statuses using the GUI monitoring tool, and took appropriate actions via the Job Control Interface tool.
• Created and escalated major outage incidents and requests.
• Coordinated with multiple teams and stakeholders to resolve outage incidents by organizing bridge calls.

• Collaborated with product teams to define acceptance criteria, coordinate acceptance testing, and resolve issues efficiently.
• Provided prompt and comprehensive support to the data user community, engaging directly with end-users.
• Utilized modeling techniques to document current business processes and partnered with senior management to develop and Implement new strategies.
• Clearly communicated business requirements to team members, ensuring understanding and effective implementation of functional needs. Addressed incidents reported by end-users, scheduled necessary system changes, and identified long-term solutions.
• Consistently met tight deadlines in a fast-paced environment, demonstrating adaptability and a strong capacity for quick learning
• Actively contributed to team projects by working collaboratively and effectively.
• Led troubleshooting efforts, ensuring issues were prioritized, assigned, resolved, tested, and closed in a timely manner.

• Responded promptly to telephone and online inquiries, ensuring efficient completion of interactions to achieve productivity targets.
• Resolved basic issues independently and escalated complex concerns as needed.
• Facilitated meetings to support interdisciplinary communication regarding process challenges and performance.
• Prepared reports, presentations, and other materials for executive staff.
• Enhanced customer satisfaction by applying effective conflict resolution and problem-solving abilities