Praveen Thadigiri

• Leading a team of 12+ technical support engineers who proactively monitor and support client systems
• Provide support to over 300+ clients/client systems.
• Managing schedules and workload distribution, ensuring SLA compliance rate > 85%.
• Enhancing team productivity by 20% through constructive performance evaluations and feedback interactions.
• Promoting a positive team culture through team-building activities.
• Mentoring project team members and facilitated daily stand-up meetings.
• Collaborating with cross-functional teams to drive operational improvements.

• Leading a high-performing team of Technical Project Managers in Obligation Management.
• Successfully handled 1K+ client logged obligations across multiple solutions over a year
• Resolved complex client issues in collaboration with IP/Service teams and Upgrade Center.
• Developed and implemented efficiency-driven automation projects like Smart Routing.
• Ensured alignment with organizational goals through clear stakeholder communication.
• Conducted regular evaluations of team performance against established benchmarks, identifying areas for growth or improvement opportunities.
• Fostered a culture of collaboration within the product support team, encouraging open communication and idea sharing.

• Led teams of System Engineers, Problem Managers and Technical Project Managers.
• Provided proactive issue management and client support.
• Recommended system improvements based on performance insights.
• Led team operations for quick issue turnaround and SLA compliance.
• Managed resolution delivery and streamlined EM Problem & Obligation processes.
• Successfully identified, lead and deployed multiple automation and operational efficiency initiatives: PPA, SRA, XR.
• Achieved measurable efficiency with savings of 6 FTE's.
• Successfully met the team KPI's for 3 years consecutively across 2 Problem Management teams.
• Successfully reduced/eliminated 20-30% of the Incident tickets to the other support teams.
• Enhanced service quality and client satisfaction through cross-functional coordination.
• Collaborated with cross-functional teams to identify trends in incidents and formulate proactive strategies to prevent future occurrences.

• Led teams of System Engineers, Problem Managers and Technical Project Managers.
• Provided proactive issue management and client support.
• Recommended system improvements based on performance insights.
• Led team operations for quick issue turnaround and SLA compliance.
• Managed resolution delivery and streamlined EM Problem & Obligation processes.
• Successfully identified, lead and deployed multiple automation and operational efficiency initiatives: PPA, SRA, XR.
  Achieved measurable efficiency with savings of 6 FTE's.
  Successfully met the team KPI's for 3 years consecutively across 2 Problem Management teams.
  Successfully reduced/eliminated 20-30% of the Incident tickets to the other support teams.
  Enhanced service quality and client satisfaction through cross-functional coordination.
  Collaborated with cross-functional teams to identify trends in incidents and formulate proactive strategies to prevent future occurrences.

Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.

• Technically led and guided one of the proactive monitoring teams to complete tasks with aggressive deadlines.
• Used data and insights to inform conclusions and support decision-making.
• Reviewed and approved documentation to build accurate specifications/actions.
• Evaluated functionality and performance of client systems recommending improvements and solutions.
• Provided proactive support for 300+ client systems.
• Provide quick resolutions to over all client issues of around 1.25 lakh/ month as per the SLA.
• Coordinate & Collaborate with Solution teams to make sure client impact is avoided.
• Streamline, Propose/Recommend resolutions for client issues with quicker TAT.

Technically led and guided one of the proactive monitoring teams to complete tasks with aggressive deadlines.

• Used data and insights to inform conclusions and support decision-making.
• Reviewed and approved documentation to build accurate specifications/actions.
• Evaluated functionality and performance of client systems recommending improvements and solutions.
• Provided proactive support for client systems.
• Provide quick resolutions to all 300+ client base as per the SLA.
• Coordinate & Collaborate with Solution teams to make sure client impact is avoided for over 1.75 lakh client system issues over a year.
• Streamline, Propose/Recommend resolutions for client issues with quicker TAT.
• Resolved issues and escalated problems with knowledgeable support and quality service.
• Trained junior engineers on best practices related to system administration, providing guidance and mentorship for their professional growth.

• Design and develop Test Cases, Test Suites and executed them.
• Involved in various tests like Functional Testing and Regression Testing.
• Created a User Manual for during the Project Go Live for one of our client, Equity Bank, Nairobi, Kenya
• Coordinated with the UAT team at the client site during UAT.
• Logging defects.
• Facilitated communication between engineering teams to address issues promptly and effectively.
• Identified and resolved product defects through meticulous testing procedures.