Prashanth Wunthakallu

Key Responsibilities & Achievements:

• Provide strategic oversight of daily operations for the ServiceNow platform team, serving as the primary escalation point for developers and ensuring platform stability and scalability.
• Collaborate with Platform Owner to align platform roadmap with enterprise objectives.
• Coordinate with IT, security, and application teams to ensure seamless deployments and integrations.
• Lead consultative efforts across Technology & Operations, offering technical advice on infrastructure, software, and systems.
• Spearhead new initiatives ensuing robust planning, documentation, and integration.
• Resolve complex technical issues and implement automation strategies to enhance operational efficiency.
• Guide execution of strategic projects, ensuring timely delivery and quality outcomes.
• Maintain deep technical expertise to support long-term technology planning and stakeholder advisory.
• Conduct training needs assessments, feedback sessions, and development plans to foster team growth and capability.
• Responsible for P&L for entire ServiceNow delivery engagement
• Delivered consultative support across enterprise systems, focusing on infrastructure modernization and platform optimization.
• Led cross-functional teams in deploying scalable solutions and integrating new technologies.
• Designed and implemented disaster recovery protocols and data security frameworks

Key Responsibilities & Achievements:

Managed Service Provider Oversight

• Liaised between product teams and MSPs to ensure effective L2/L3/L4 escalation support and continuous process improvement.
• Monitored SLA/KPI adherence through cadence reviews, reporting, and capacity planning for shift coverage and staffing.
• Encouraged automation initiatives by MSPs to improve reliability and reduce manual effort.

Change & Release Management

• Owned short- and long-range change/release calendar planning, including impact analysis and operational readiness.
• Approved infrastructure changes ensuring compliance, zero violations, and no production outages.
• Coordinated with Software Quality Management (SQM) to align documentation, monitoring, and communications.
• Led post-change reviews and lessons-learned sessions to prevent recurrence of failures.

IT Resiliency & Disaster Recovery

• Acted as single point of contact for IT Resiliency Office, leading planning and execution of disaster recovery tests.
• Partnered with engineering teams to improve recovery times and eliminate single points of failure.
• Directed resiliency change tasks and monitored restoration of services, escalating delays or anomalies.

Incident, Problem & Event Management

• Led SWAT teams during critical incidents, driving service restoration and decision-making under pressure.
• Ensured robust documentation, root cause analysis, and preventive actions.
• Analyzed event data and collaborated with monitoring teams to correlate technical issues with business impact.

Environment & Platform Health

• Oversaw capacity planning and proactive scaling of environments to meet business demand.
• Led ServiceNow upgrades and patching cycles to maintain “Keep Environment Current” (KEC) status.
• Ensured timely remediation of platform health scan findings across all pillars.

ServiceNow Upgrade Leadership Experience

• Spearheaded multiple full-cycle ServiceNow platform upgrades, ensuring seamless transitions across ITSM, CMDB,CSM, HRSD,IRM, SPM, WPS and custom modules with zero business disruption.
• Directed cross-functional teams including developers, QA analysts, infrastructure engineers, and business stakeholders to align upgrade timelines, testing protocols, and contingency plans.
• Conducted comprehensive impact assessments on customizations, integrations, and third-party plugins to ensure compatibility and performance post-upgrade.
• Established governance frameworks for upgrade execution, including risk mitigation strategies, stakeholder communication plans, and post-deployment validation processes.
• Championed automated regression testing using ServiceNow's Automated Test Framework (ATF), reducing manual effort by 60% and accelerating deployment cycles.
• Collaborated directly with ServiceNow support and product teams to troubleshoot upgrade-related issues and implement platform optimization best practices.
• Authored detailed upgrade documentation and internal knowledge articles to support future upgrade readiness and institutional knowledge.
• Mentored junior platform engineers and administrators throughout upgrade phases, fostering technical growth and ensuring team-wide readiness.

Security, Controls & Cyber Assurance

• Coordinated audit responses and third-party risk assessments for ServiceNow-related topics.
• Ensured timely remediation of vulnerabilities and lifecycle upgrades to reduce exposure.
• Maintained process documentation, operational metrics, and access controls.
• Led cyber assurance efforts across the Hyper Automation Platform, ensuring compliance and timely resolution of issues.

Key Responsibilities & Achievements:

Platform Assurance & Governance

• Own end-to-end responsibility for ServiceNow platform assurance, covering release, test, environment, and cyber governance.
• Lead planning and execution of yearly sprint cycles and project release calendars, ensuring alignment with DevOps delivery timelines and platform standards.
• Designed and implemented PGLS entry/exit criteria (quality gates) for ServiceNow project go-lives, enhancing release discipline and audit readiness.

Release & Upgrade Management

• Directed and successfully completed four major ServiceNow upgrades (Paris to Utah) with minimal defects and zero PGLS incidents.
• Provided strategic oversight to DevOps teams for release planning, patch cycles, and upgrade execution in line with ServiceNow's roadmap.
• Ensured proactive communication of release content to stakeholders via structured channels, in collaboration with Product Owners and Business Change Leads.

Environment & Test Strategy

• Maintained environment integrity across pre-production and production landscapes, supporting continuous delivery pipelines.
• Introduced and enforced platform cloning policies and access controls for pre-prod environments.
• Championed test automation using Automated Test Framework (ATF), driving quality and efficiency in release cycles.

Risk Management & Continuous Improvement

• Proactively identified risks and opportunities in release and environment operations, implementing continuous improvement initiatives.
• Monitored ServiceNow platform innovations and integrated best practices to keep the platform agile, secure, and compliant.

Stakeholder & Vendor Engagement

• Managed vendor relationships and internal stakeholders for all platform assurance activities.
• Represented ServiceNow in CAB forums for planned maintenance and upgrades with potential service impact.
• Collaborated with platform architects to minimize customizations and maintain upgrade compatibility.

Audit & Compliance

• Led internal and external audit engagements for ServiceNow platform topics, ensuring full compliance with regulatory and enterprise standards.
• Owned closure of health scan observations and maintained platform hygiene across all modules.

Operational Excellence

• Oversaw ServiceNow support portal (HI portal) activities and ensured timely resolution of platform-related issues.
• Acted as escalation point for release and environment challenges, driving root cause analysis and resolution.

Key Responsibilities & Achievements:

Team & Stakeholder Management

• Managed a team of internal colleagues and external vendors to deliver platform enhancements and support initiatives.
• Ensured all solution designs adhered to Unilever's IT governance standards and business objectives.

Business Analysis & Requirement Engineering

• Partnered with business units to identify operational improvement opportunities by understanding pain points and translating them into actionable requirements.
• Guided users on requirement submission processes and conducted thorough analysis to validate and challenge requests against ITIL best practices.
• Prioritized user experience in all solution designs, ensuring intuitive and efficient workflows.

Framework-Driven Requirement Categorization

• Applied the IBM Cynefin framework to classify requirements and tailor responses based on complexity and context.
• Enabled faster decision-making and appropriate solution strategies for diverse business scenarios.

Solution Design & Governance

• Translated business problems into functional designs and presented documented solutions to technical design authorities, solution architects, and support teams for approval.
• Collaborated with system architects and developers to ensure accurate implementation of approved functionalities.
• Presented solutions to the Remedy Functional Design Authority for formal review and sign-off.

Release Management & Delivery Oversight

• Acted as Release Manager, overseeing build completion, testing, and readiness for go-live.
• Refined the solution delivery process to ensure rapid, robust, and supportable implementations.

End-to-End Delivery Tracking

• Monitored progress from requirement intake through to deployment, ensuring timely delivery and stakeholder alignment.
• Maintained clear documentation and communication throughout the delivery lifecycle.

Core Responsibilities Key Initiatives & Achievements:

• Provided end-to-end support for CISM, including configuration and maintenance tailored to business unit requirements.
• Conducted UAT cycles, collaborated with onshore development teams to implement enhancements based on user feedback.
• Performed routine housekeeping, monitored application health, and coordinated patching with the European Data Center (EDC).
• Managed IBM Cognos reporting and ensured timely delivery of operational and performance metrics.
• Tracked and resolved critical incidents and problems, driving root cause analysis and long-term fixes.
• Oversaw security and vulnerability management for CISM infrastructure, including certificate lifecycle management.
• Led onboarding/offboarding processes for internal and external team members and vendors.
• Directed offshore team operations, focusing on quality management, service improvement, and customer satisfaction.

Customer Satisfaction Survey System (CSSS)

• Implemented and continuously improved the CSSS platform to capture user feedback and drive service enhancements.
• Outcome: Achieved measurable improvements in process efficiency and delivery quality through defined performance metrics.

Quality Management Program

• Developed and executed a customer-centric quality framework to enhance service delivery within defined timelines.
• Outcome: Improved knowledge article maintenance, standardized ticketing practices, and introduced regular review cycles.

Robotic Process Automation (RPA)

• Automated routine service requests and operational tasks using RPA tools.
• Outcome: Reduced manual effort, operational costs, and turnaround time, boosting overall customer satisfaction.

DATA BEE – Integrated Reporting Solution

• Designed and deployed an automated reporting system for management KPIs and operational metrics.
• Outcome: Enhanced transparency and accountability across teams, enabling real-time performance tracking.

SharePoint Portal Design & Migration

• Initiated and led the migration from traditional file shares to a customized SharePoint 2013 portal for content management.
• Outcome: Improved collaboration, document control, and accessibility using SharePoint's advanced features.

• Worked For: IBM India Pvt Ltd (MEBP, Bengaluru)

1. Supported Project: BMC Remedy ITSM (7.5) for client account 'BRITISH PETROLEUM (U.K)'

My Responsibilities include support and user acceptance testing, configuration and maintenance of BMC Remedy (7.5) ITSM application. Performing housekeeping activities, monitoring the health of the application, reporting (SAP BO), performing downtimes (Windows Servers), knowledge transfer with in the teams.

2. Supported Project: BMC Remedy ITSM (7.1) for client account 'Legal and General Insurance (U.K)'

My Responsibilities include support configuration and maintenance of BMC Remedy (7.1) ITSM application. Performing housekeeping activities, monitoring the health of the application, configuring auto ticket generation mechanism for alerts created by Tivoli End Point Manager, patch coordination activities. Only resource from offshore in handling entire support and met all the KPIs and earned customer trust for making the support eco system more stable.

• Development of ERP applications on dot net platform using Winforms technology where C sharp language is used for development
• Unit and user acceptance testing for the applications before the go live
• Share weekly and monthly management reports with the client Configuration and maintenance of Sql server 2008 R2 and RDLC reports according to the client requirements.
• Build and release management for production go lives