Summary
Overview
Work History
Education
Skills
Certification
CORE COMPETENCIES
ADDITIONAL INFORMATION
Timeline
Generic

SAI RAM YADLAPALLI

Hyderabad,andhra pradesh

Summary

Results-driven IT professional with 4.8+ years of experience in IT operations, incident response, and service delivery, specializing in enterprise-grade environments with 24x7 support. Proven expertise in handling critical incidents, driving RCA, managing SLAs, and leading shift-based operations aligned with ITIL v4 standards. Adept in working with SIEM, ticketing systems, and cloud platforms, with a keen focus on cybersecurity incident management and stakeholder coordination. Seeking to transition into a dedicated security analyst role supporting incident response and threat monitoring.

Professional with proven expertise in service delivery and strong track record in optimizing operations and driving results. Adept at leading cross-functional teams, coordinating complex projects, and ensuring seamless service execution. Known for adaptability, reliability, and excellent problem-solving skills. Strong communicator with deep understanding of ITIL processes, project management, and customer satisfaction strategies.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Project & Service Delivery Lead – IT Operations

Vitech Systems Group
11.2019 - 03.2025
  • Served as the escalation point for major incidents in a 24x7 global environment, ensuring SLA adherence and timely resolution.
  • Coordinated response efforts across technical teams during high-impact incidents, following incident lifecycle best practices.
  • Monitored alerts using ServiceNow and coordinated with infrastructure/security teams for incident resolution.
  • Implemented and enforced ITIL-aligned processes for incident, problem, and change management, improving service quality and reducing mean time to resolution (MTTR).
  • Led weekend and night-shift operations for critical systems, ensuring business continuity.
  • Delivered weekly and monthly security-related metrics and reporting for leadership and audit teams.
  • Partnered with developers and infrastructure teams to mitigate recurring technical and security issues.
  • Created detailed SOPs and escalation matrices for shift teams, improving first-level resolution.

Education

Bachelor of Technology (B.Tech) - Mechanical Engineering

VSM College
Kakinada
01.2019

Skills

  • SIEM Tools: Basic knowledge of Splunk, QRadar (self-trained/lab exposure)
  • Incident Management Tools: ServiceNow, JIRA and Zendesk
  • Cloud Platforms: AWS (IAM, CloudTrail, basic security posture)
  • Experienced in managing Windows and Linux systems
  • Experience with SharePoint for document management
  • Ticketing & Collaboration: JIRA, Confluence, MS Teams

Certification

  • ITIL V4 Foundation – Certified
  • AWS Certified Cloud Practitioner
  • AWS Certified Solutions Architect – Associate

CORE COMPETENCIES

  • Security Incident Handling (L1/L2 Support)
  • SIEM Alert Triage & Escalation
  • SLA Monitoring & Ticket Management
  • ITIL v4 Process Implementation
  • Root Cause Analysis (RCA)
  • 24x7 Global Operations Support
  • Vulnerability Reporting & Documentation
  • ServiceNow, JIRA, Zendesk
  • Client Communication & Reporting
  • Team Mentoring & Knowledge Sharing
  • AWS & Cloud Fundamentals
  • Shift-Based & Night Operations

ADDITIONAL INFORMATION

  • Open to US Night Shift & Weekend Rotations
  • Strong communicator with proven experience engaging senior stakeholders
  • Demonstrated ability to operate independently under high-pressure situations
  • Immediate Joiner

Timeline

Project & Service Delivery Lead – IT Operations

Vitech Systems Group
11.2019 - 03.2025

Bachelor of Technology (B.Tech) - Mechanical Engineering

VSM College

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SAI RAM YADLAPALLI