Work Preference
Summary
Overview
Work History
Education
Skills
Certification
Websites
Accomplishments
Timeline
Generic
Open To Work

PRAGATHI K P

Bengaluru

Work Preference

Job Search Status

Open to work
Desired start date: Immediately

Desired Job Title

Service Delivery ManagerRelease Manager and Configuration managementTeam LeadScrum MasterProject Manager

Work Type

Full Time

Location Preference

RemoteHybrid
Location: Bengaluru, India
Open to relocation: No

Salary Range

₹91000/yr - ₹200000/yr

Important To Me

Work-life balanceCareer advancement

Summary

Experienced Service Delivery Manager with 13 years in managing service processes and support in technology environments. Expertise in coordinating incident resolutions, enhancing stakeholder communication, and implementing strategic improvements to elevate service performance. Skilled in release and configuration management, driving efficiency through innovative processes and collaboration.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Service Delivery Manager

Tata consultancy Services
Bengaluru
01.2024 - Current
  • Monitoring and Managing Digital Retail Application for Meijer web and Mobile App support
  • Took ownership of critical incidents, coordinated with resolution parties, and established effective communication between stakeholders for post-incident reviews.
  • Established and maintained systems, procedures, and methodologies to ensure outstanding service delivery.
  • Maintained high performance levels for service-related processes and implemented targeted improvement activities to enhance service quality.
  • Motivated team to develop essential skills, contributing to successful project outcomes.

Release Manager and Configuration management

Tata Consultancy Services
Bengaluru
01.2020 - 12.2023
  • Implemented a new release management process that reduced time to release
  • Supervised Tata pay product releases across multiple versions, minimizing issues and ensuring quality
  • Managed engineers, testers, and project managers to ensure successful product deployment on schedule
  • Coordinated with developers, testers, and project managers to deliver on-time and accurate product releases
  • Developed and implemented testing and monitoring strategies that led to a reduction in post-release incidents
  • Configured new Production and Pre-production stages for App, moved all App properties from monolith way to Configuration-as-Service which helped team to move faster on the releases and reduced number of Prod releases that require config changes
  • Coordinated the changes release process and conducted sanity tests after each release

Team Lead

Tata Consultancy Services
Bengaluru
01.2018 - 01.2020
  • Led a team of 4 people for Production support
  • Directed team to implement permanent fixes, minimizing recurrence of tickets
  • Monitored tickets and assigned to team members for timely resolution, maintaining workflow efficiency
  • Assisted team in resolving tickets promptly to meet SLA requirements
  • Facilitated transition of Manpower Project from Other Company to TCS, ensuring continuity of service

Education

BE - Electronics and Communication

Visvesvaraya Technological University
07.2011

Skills

  • PMP
  • GenAI for Scrum master and Project Managers
  • Azure
  • Service Delivery Management
  • Incident management
  • Release Management
  • Team building
  • Problem solving
  • Team coordination
  • Agile Scrum master
  • Implementing PMO
  • Lean Six Sigma
  • Communication
  • ITIL Practices
  • Java
  • SQL
  • NoSQL

Certification

PMP (Project Management Professional)

Websites

Accomplishments

  • Successful Product Launch: Led a cross-functional team to launch a product.
  • Process Improvement: Identified and implemented process improvements that reduced release time.
  • Incidents Reduction: Enabled the team for proactive monitoring to reduce customer-reported incidents.
  • Project Transition: Led a smooth transition of the project from another company to our company.

Timeline

Service Delivery Manager

Tata consultancy Services
01.2024 - Current

Release Manager and Configuration management

Tata Consultancy Services
01.2020 - 12.2023

Team Lead

Tata Consultancy Services
01.2018 - 01.2020

BE - Electronics and Communication

Visvesvaraya Technological University

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