Pradyut Srivastava
Greater Noida
Summary
Seasoned Service Delivery and SLA Manager with extensive experience in IT service management, vendor relations, and operational leadership. Proven track record in developing, negotiating, and enforcing SLAs for large-scale, critical business services. Adept at managing vendor contracts, optimizing service performance, and driving continuous improvement. Strong leadership capabilities enable the formation of high-performing teams and foster collaboration across cross-functional stakeholders to ensure business-aligned service delivery.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Delivery Manager (OTT Infra and Application)
To The New
10.2023 - Current
- Designed and maintained SLAs for critical OTT infrastructure services, ensuring performance metrics were clearly defined, measured, and met.
- Acted as the primary escalation point for vendors and internal teams, ensuring seamless communication and timely resolution of performance issues.
- Led SLA negotiations and contract discussions with third-party vendors, ensuring favorable terms aligned with business goals.
- Oversaw performance reviews with vendors, driving continuous improvement initiatives, and cost optimization strategies.
- Implemented performance monitoring frameworks using CloudWatch and New Relic, proactively detecting and resolving issues.
- Managed governance processes, ensuring compliance with IAM, SOC audits, and adherence to industry standards.
- Collaborated with DevOps and development teams to prioritize and resolve production issues, ensuring uninterrupted service during high-traffic events.
Service Delivery Manager (Indigo Airlines)
To The New
10.2023 - 04.2024
- Defined and managed SLAs for cloud infrastructure delivery, ensuring high availability, reliability, and performance.
- Led vendor management initiatives, conducted performance reviews, and fostered collaborative relationships.
- Worked closely with procurement and legal teams to ensure vendor contracts aligned with organizational policies.
- Developed incident response procedures, overseeing critical incident resolution and minimizing business impact.
- Provided regular SLA performance reports, identifying opportunities for service enhancements, and cost savings.
Incident Management Lead (Support Senior Analyst, Wella)
ACCENTURE
06.2021 - 09.2023
- Managed end-to-end incident, problem, and change management processes, ensuring SLA compliance, and minimizing business disruption.
- Led vendor performance discussions, addressing SLA breaches, and driving corrective actions.
- Facilitated operational calls with stakeholders, ensuring transparency and alignment on service performance.
- Initiated continuous improvement projects, enhancing operational efficiency, and reducing aging incidents.
Change, Problem, and Incident Manager (Specialist)
HCL TECHNOLOGIES LTD.
01.2017 - 06.2021
- Led CAB meetings, overseeing change approvals, and ensuring alignment with business needs.
- Managed critical incident escalations, coordinating with technical teams and vendors to ensure rapid resolution.
- Conducted performance analysis, generating SLA compliance reports for leadership reviews.
Change Manager (Analyst, XEROX)
HCL TECHNOLOGIES LTD.
08.2015 - 12.2016
- Oversaw ITIL-compliant change management processes, ensuring high-quality service delivery.
- Audited change tickets for compliance and designed corrective action plans to enhance process adherence.
- Conducted post-implementation reviews, ensuring continuous improvement in change management practices.
Education
B. TECH (Pass) -
Amity University
01.2015
Higher Secondary -
CBSE
01.2011
Secondary -
CBSE
01.2009
Skills
- SLA Design, Management, and Optimization
- Vendor Relationship Management
- ITIL Frameworks (Incident, Problem, Change Management)
- Contract Negotiation and Compliance
- Performance Monitoring and Reporting (Power BI, CloudWatch, New Relic)
- Cross-functional Team Leadership
- Continuous Service Improvement
- Stakeholder Management and Communication
- Strategic Problem-Solving and Analytical Thinking
Accomplishments
- Complete ownership award from company's leaders and CEO.
Certification
- ITIL v3
- Aviatrix multicloud engineer certified
- Azure Fundamentals
- AWS cloud practioner
Timeline
Service Delivery Manager (OTT Infra and Application)
To The New
10.2023 - Current
Service Delivery Manager (Indigo Airlines)
To The New
10.2023 - 04.2024
Incident Management Lead (Support Senior Analyst, Wella)
ACCENTURE
06.2021 - 09.2023
Change, Problem, and Incident Manager (Specialist)
HCL TECHNOLOGIES LTD.
01.2017 - 06.2021
Change Manager (Analyst, XEROX)
HCL TECHNOLOGIES LTD.
08.2015 - 12.2016
B. TECH (Pass) -
Amity University
Higher Secondary -
CBSE
Secondary -
CBSE
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