Service Management, Delivery Management
Rudra Swathi
ITIL Process Manager & SIAM Lead
Hyderabad,India
Summary
Dynamic and results-oriented ITIL Expert with over 12+ years of extensive experience in ITIL Process Leadership and Change Management within large-scale IT environments. Expertise in driving process excellence, minimizing service disruptions, and orchestrating ITSM governance across diverse domains. Proven ability to lead root cause investigations, manage cross-functional teams, enforce SLA adherence, and champion continual service improvements. Renowned for proactive risk mitigation, effective stakeholder engagement, and consistently delivering value through strategic incident avoidance and seamless change implementations.
Overview
13
13
years of professional experience
2
2
Certifications
Work History
ITIL Process Lead & Change Manager
Tata Consultancy Services (TCS)
Hyderabad
08.2025 - Current
- Ensured ITIL processes are properly adopted and aligned as part of business goals.
- Acted as the owner of ITIL processes, such as Incident, Problem, Change, and Service Request management.
- Monitor adherence to ITIL standards, and ensure compliance with organizational policies as part of Governance & Compliance.
- Cultivated relationships with key stakeholders, communicating project updates regularly for transparency and alignment on goals.
- Brought a continuous service improvement by identifying gaps in IT service delivery and driving process improvements.
- Acted as the bridge between IT teams and business stakeholders, ensuring that service expectations are met.
- Tracking KPIs and SLAs to measure service efficiency and effectiveness as performance monitoring
- Prepared reports and technical documentation of day-to-day production processes.
- Change Manager Responsibilities:
- Assess proposed changes for risk, impact, and business value.
- Ensured that changes are reviewed and approved by the Change Advisory Board (CAB/E-CAB).
- Coordinate the timing of changes to minimize disruption to services.
- Inform stakeholders of upcoming changes, potential impacts, and mitigation strategies.
- Developed fallback and contingency plans for high-risk changes.
- Maintain detailed records of change requests, approvals, and outcomes.
- Evaluated the success of changes and identified lessons learned for future improvements as part of the Post-Implementation Review.
- Evaluated process performance metrics, identifying areas requiring improvement or optimization for increased efficiency.
- Identified opportunities for continuous improvement through data analysis and process evaluation.
- Continuously refine change management practices to enhance agility and reduce incidents.
- Conducted root cause analysis, facilitating prompt resolutions to production-related issues.
- Mentored junior team members, providing guidance on best practices and contributing to their professional development.
- Led successful change management initiatives, minimizing disruptions during transitions, while maximizing positive outcomes for the organization as a whole.
- Streamlined processes by identifying inefficiencies and implementing improvements for increased productivity.
- Generated, submitted and presented WSR/MSR reports to enhance quality standards.
ITIL Process Lead & Change Manager
Dyson Corporation
08.2024 - 08.2025
- Lead enterprise-wide Change and Problem Management initiatives, ensuring zero unplanned downtime and high business continuity.
- Conduct in-depth root cause investigations for critical incidents, delivering actionable recommendations and closure of high-priority problem records.
- Design and implement ITIL aligned processes, integrating with Service-now to streamline workflows and automate approvals.
- Drive CAB forums with precision, evaluating change risks, ensuring stakeholder buy-in, and maintaining 100% change success rate.
- Deliver trend reports, incident analytic, and risk mitigation strategies to leadership and service owners.
- Proactively identify recurring issues through pattern analysis and lead service stabilization programs.
ITIL Lead & Change Manager
Wipro Technologies
Hyderabad
01.2023 - 07.2024
- Led day-to-day service operations and drove continuous process improvements aligned with ITIL best practices.
- Worked closely with Infra and Application teams to configure and optimize the ITSM tool, including SLA setup in ServiceNow.
- Ensured adherence to SLAs, KPIs, and service performance targets across Incident, Change, and Problem Management.
- Acted as the primary bridge between technical delivery teams and client stakeholders, managing requirements and expectations.
- Analyzed ticket severity, guided technical teams, and coordinated Problem Management with RCA implementation.
- Managed shift rosters, stakeholder communication, service reviews, and monthly performance reporting.
- Oversaw vendor management, customer complaints, escalations, and continuous service improvement initiatives.
- Conducted regular client meetings, training sessions, and knowledge-sharing workshops to enhance service quality, and prevent recurring incidents.
- Championed Lean Manufacturing principles throughout the workplace, driving waste reduction efforts across all aspects of production processes.
- Streamlined processes by identifying inefficiencies and implementing improvements for increased productivity.
ITIL Operations & Change Manager & Patch Manager
Wipro Technologies
Hyderabad
06.2020 - 03.2022
- Set up and implemented the ITIL Change Management process for multiple customers.
- Liaised with customers and stakeholders to assess business needs, risks, and constraints; defined project scope and obtained sign-offs.
- Created SOPs with detailed process flowcharts and secured client approvals.
- Introduced and chaired CAB meetings; reviewed, presented, and approved changes.
- Maintained SLA compliance, published weekly/monthly change reports, and led Service Review calls.
- Managed Change, Incident, and Problem Management processes across multiple cloud accounts.
- Handled Major Incident Management (MIM) bridges and ensured timely issue resolution with root cause analysis.
- Achieved 100% successful change implementation across accounts.
- Led process transitions and onboarded new customers, with 100% successful knowledge transfer sessions.
- Conducted regular change audits and provided feedback for continuous improvement.
- Managed patching calendar, maintenance windows, approvals, vendor coordination, and CAB approvals.
- Acted as escalation point and SPOC for customers and internal teams.
- Ensured service metrics were met/exceeded, reduced MTTR, and maintained regulatory compliance.
- Drove technology, process, and cultural change initiatives with high stakeholder satisfaction and minimal business disruption.
Capacity & Release Manager
Wipro Technologies
Hyderabad
08.2019 - 06.2020
- Set up and maintained server inventory for effective infrastructure tracking.
- Monitored and shared weekly CPU, memory, and disk utilization reports.
- Configured application URLs in SolarWinds to track and report application availability.
- Coordinated with cross-functional teams to ensure accurate availability configuration.
- Published weekly/monthly availability and capacity forecast reports.
- Performed proactive capacity planning and alerted teams on high utilization trends to prevent SLA breaches.
- Implemented small changes as part of Release Management using ServiceNow.
- Created and presented changes in CAB meetings aligned with the ITIL framework.
- Proactively managed stakeholder expectations throughout the release cycle by providing timely updates on progress and addressing concerns promptly.
Problem Manager
Wipro Technologies
Hyderabad
12.2018 - 07.2019
- Performed root cause analysis (RCA) for all raised problems, ensuring accurate identification of underlying issues and permanent resolutions.
- Collaborated closely with internal teams and external vendors to obtain root causes for recurring and major incidents.
- Prepared and shared final RCA documents with customers within agreed timelines, maintaining transparency and compliance.
- Drove proactive problem management by analyzing SCOM alerts, identifying potential incident triggers, and assessing their service impact.
- Conducted trend analysis on incident and service data to proactively eliminate potential incidents before occurrence.
- Led RCA activities for major incidents, defining and tracking preventive and corrective actions to avoid recurrence.
- Scheduled and facilitated RCA review meetings with cross-functional teams and external stakeholders.
- Followed up with technical teams to ensure the timely closure of preventive actions, resulting in reduced incident volumes.
- Ensured timely creation, update, and closure of problem records in line with ITIL processes.
- Maintained accurate tracking and closure of preventive and corrective action items within problem records.
- Actively participated in weekly vendor review calls to track RCA progress and dependencies.
- Attended weekly Problem Management Governance calls with customers, presenting problem trends, RCA status, and upcoming action plans.
- Collaborated with cross-functional teams to identify trends in incidents and formulate proactive strategies to prevent future occurrences.
- Championed a proactive approach to problem management by identifying potential risks before they escalated into significant issues.
- Enhanced team productivity by providing comprehensive training on problem management tools and methodologies.
- Delivered weekly RCA reports to customers, highlighting key issues, trends, and improvement actions.
- Maintained accurate records of all problems within the organization''s IT environment, ensuring full visibility into historical data when required for analysis or audits purposes.
Change & Release Manager
Wipro Technologies
Hyderabad
09.2017 - 04.2018
- Managed end-to-end Change Management for global changes involving internal teams and external vendors including IBM, Accenture, and British Telecom.
- Categorized and processed Server, Network, and Cloud changes in alignment with ITIL standards.
- Coordinated change approvals across the EU, the Americas, and Asia regions, ensuring timely stakeholder communication.
- Prepared and maintained high-quality change records, including implementation plans, risk assessments, and business justifications.
- Actively participated in CAB meetings and cross-functional governance forums to ensure controlled change execution.
- Completed a one-month on-site knowledge transfer with the customer to strengthen process and operational understanding.
- Maintained version control systems meticulously, ensuring accurate tracking and easy rollback capabilities when necessary.
Application Support Analyst
Wipro Technologies
Hyderabad
02.2013 - 08.2017
- Provided first-line Application support to over 1,000 global users, ensuring 97% of tickets met SLA deadlines across .Net applications and custom-built front-office systems.
- Resolved over 2,500 incidents and service requests via Remedy, using structured incident and problem management techniques to reduce repeat issues by 35% within a year.
- Supported users of critical IT Business Services by diagnosing and resolving issues across Windows OS, CAT application, reducing issue resolution time by 20%.
- Collaborated with cross-functional technologists and business stakeholders to resolve high-impact incidents, data concerns, track anomalies, and restore services within SLA-bound timelines.
- Actively identified process inefficiencies during ticket triaging and proposed workflow improvements.
- Delivered training and software usage guidance to freshers, improving user competency, while providing ad-hoc and feedback reports using Confluence to compliance and stakeholders.
- Provided 24/7 support for .Net web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
- Facilitated weekly cross-functional reviews with business and vendor teams, ensuring transparent status reporting and SLA alignment, leading to a 30% increase in user satisfaction (measured via internal CSAT).
- Executed ITIL-aligned workflows, including incident, change, and problem management, improving root cause analysis accuracy and reducing ticket resolution time by 15%.
- Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
- Conducted root cause analysis on recurring incidents to identify opportunities for improvements in application design or support procedures.
- Enhanced application performance by identifying and resolving technical issues in a timely manner.
Education
Master of Science - MTech
BITS Pilani
Andhra Pradesh 04.2001 -
Bachelor of Science - BSc
Sri Sai Vignan Bharathi Collage For Women
Hyderabad, India 04.2001 -
Intermediate - MPC
Sri Chaitanya
Andhra Pradesh01-2010
SSC - General
English union High School
Andhra Pradesh01-2007
Skills
ITIL Process Governance & Framework Implementation
Service Lifecycle Management (Incident, Problem, Change, Release)
Continual Service Improvement (CSI)
Service-now / BMC Remedy
Root Cause Analysis (RCA)
Service Performance & KPI Management
Risk, Compliance & Audit Management
Skills
IT Proficiency : Customer Support, Incident and Service Management , ITIL Framework .
IT Support : .Net applications, SAP application , Jira, BMC Remedy, Service-Now, Solarwinds, Sharepoint, Monitoring applications .
Accomplishments
- Appreciated by British Petroleum customers & management for the excellent work in resolving high number of tickets
- Established and governed end-to-end ITIL processes, resulting in a 30% reduction in repeat incidents through effective Problem Management and RCA enforcement.
- Received appreciations for giving continual service improvement (CSI) initiatives that improved SLA compliance from 92% to 99% across critical services.
Certification
ITIL V3
Interests
Projects
· ITIL Process Lead & Change Manager (Bridgestone)
· ITIL Process Lead & Change Manager (Dyson)
· ITIL Cross Functional Lead (Visteon)
· ITIL Operations Manager (Cloud Operation Centre)
· Capacity Manager (Kier limited)
· Problem Manager (MITIE Group PLC)
· Change & Release Manager (MICHELIN),
· Application Support Analyst, Incident & Service Desk Management (British Petroleum)
Timeline
ITIL Process Lead & Change Manager
Tata Consultancy Services (TCS)
08.2025 - Current
ITIL Process Lead & Change Manager
Dyson Corporation
08.2024 - 08.2025
ITIL Lead & Change Manager
Wipro Technologies
01.2023 - 07.2024
ITIL V3
06-2020
ITIL Operations & Change Manager & Patch Manager
Wipro Technologies
06.2020 - 03.2022
Capacity & Release Manager
Wipro Technologies
08.2019 - 06.2020
Problem Manager
Wipro Technologies
12.2018 - 07.2019
MS Office
09-2017
Change & Release Manager
Wipro Technologies
09.2017 - 04.2018
Application Support Analyst
Wipro Technologies
02.2013 - 08.2017
Master of Science - MTech
BITS Pilani
04.2001 -
Bachelor of Science - BSc
Sri Sai Vignan Bharathi Collage For Women
04.2001 -
Intermediate - MPC
Sri Chaitanya
SSC - General
English union High School