Hi, I’m
Patlolla Pradeep Reddy
Assistant Manager
Hyderabad
Work Preference
Summary
Dynamic IT Operations and Support Leader with over 6 years of experience in enterprise support environments, excelling in incident management, escalation handling, and problem resolution across hardware, desktop applications, and network issues. Expertise in identifying trends and conducting root cause analysis to implement process improvements that significantly enhance SLA and CSAT performance. A robust background in technical troubleshooting, service desk operations, and fostering cross-functional collaboration drives efficiency and effectiveness. Recognized for mentoring teams, managing high-volume environments, and translating complex technical issues into clear communication for non-technical stakeholders.
Overview
3
Languages
13
years of professional experience
Work History
OptumHyderabad
Assistant Manager
08.2023 - Current
Job overview
- Coordinated management of escalated incidents, service requests, and problem tickets associated with desktop applications, hardware provisioning, and user access issues.
- Secured SLA adherence and enforced data security protocols during the handling of sensitive customer data.
- Analyzed persistent issues and trends to support root cause investigation and process improvement.
- Directed and coached a team of support specialists in a fast-paced service setting.
- Formulated training initiatives enhance compliance in troubleshooting capabilities and boost operational efficiency.
- Coordinated with diverse teams to troubleshoot system access and performance obstacles.
- Led cross-functional teams to enhance operational workflows and improve service delivery.
- Led cross-functional teams to enhance operational efficiency and streamline processes.
Genpact India Pvt. Ltd.Hyderabad
Assistant Manager / Team Lead
08.2017 - 08.2023
Job overview
- Managed high-priority incidents and escalations across application, hardware, and transaction support environments.
- Acted as Subject Matter Expert (SME) for troubleshooting application, access, and transaction-related issues.
- Conducted trend analysis and root cause identification to support long-term problem resolution.
- Coordinated with engineering, backend teams, and escalation groups to resolve critical issues within SLA.
- Improved CSAT scores by up to 3.8% through data-driven process and training improvements.
- Led and mentored teams in fast-paced, high-volume support environments.
- Project Lead – Process Improvement
- Collaborated with training and operations teams to improve agent performance through structured coaching programs.
- Delivered performance insights and progress reports to stakeholders and clients.
- Monitored real-time service metrics and identified operational risks and trends.
- Provided actionable insights to maintain SLA compliance and optimize staffing.
- Developed reports to support business decisions and performance improvement.
- Process Associate – Customer Support
- Provided end-user support via chat and email for global customers.
Dell InternationalGurgoan
Client Technical Support Associate
05.2016 - 05.2017
Job overview
- Facilitated tier-1 and tier-2 assistance for hardware, operating systems, and network complications.
- Diagnosed and corrected OS errors, device failures, connectivity challenges, and application concerns.
- Directed the complete incident lifecycle involving logging, tracking, escalation, and resolution.
- Coordinated interactions between end users and engineering teams for effective resolution of complex technical issues.
- Achieved consistent CSAT scores above 90% by implementing effective issue resolution strategies and communication techniques.
- Provided technical support for hardware and software issues, ensuring timely resolutions for client inquiries.
Tata Business Support Services (TBSS)Hyderabad
Senior Customer Care Executive
06.2013 - 06.2015
Job overview
- Guided customers through calls, chat, and email to resolve product and service-related challenges, enhancing customer experience.
- Oversaw escalations and coordinated with backend teams to ensure timely resolution of complex issues.
- Guided customers through calls, chat, and email in addressing product and service-related challenges.
- Monitored operational reports while maintaining performance trackers.
- Monitors operational reports while maintaining performance trackers.
Education
Sun Rise UniversityKota
Bachelor of Science (B.Sc.)
05-2016
Skills
Service Management
Incident Management
SLA / KPI Management
Analysis & Operations
Root Cause trend Analysis & Reporting
Performance Metrics (CSAT, SLA)
Accomplishments
- Genpact Silver Award – Operational Excellence
- Best Team Performance Award
ADDITIONAL INFORMATION
- Familiar with ITIL-based service management practices and continuous improvement frameworks
- Strong experience in data-driven decision-making and performance reporting
Availability
See my work availability
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Timeline
Assistant Manager
Optum
08.2023 - Current
Assistant Manager / Team Lead
Genpact India Pvt. Ltd.
08.2017 - 08.2023
Client Technical Support Associate
Dell International
05.2016 - 05.2017
Senior Customer Care Executive
Tata Business Support Services (TBSS)
06.2013 - 06.2015
Sun Rise University
Bachelor of Science (B.Sc.)