Sai Kumar Palli

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Nominated as a 'Best Employee for the year 2022.

• B.Tech. (Electrical and electronics) in ANITS passed out in 2020.
• Intermediate in Narayana JR College passed out in 2016.

• Working as Major Incident/ Problem Manager from 2020 to 2024.
• 3+ years of Experience in Incident management in various domains (Healthcare, and Pharma).
• Responsible for driving the bridge calls as Incident Managers for SEV# 1(P1) and 2(P2) impacting incidents and all live site issues.
• Monitoring the Mailbox and ticketing tool (SNOW)24
• 7 and taking the necessary actions with in SLA.
• Having good exposure in SLA management support tickets and ensuring they are properly categorized, prioritized and addressed within agreed SLA's, Coordinated with the vendor team on investigations.
• Lead problem investigations and find out the root cause of major problems - application outages, major functionalities.
• Having experience in implementing Incident and Problem Management process.
• Escalate the tickets which are not resolved in ServiceNow and Jira and tools.
• Coordinated with SRA team on the changes as part of problem resolution critical, Major network outages and analysis.
• Have good exposure in Proactive/Reactive Problem Management
• Efficiently organized weekly meetings with the Service Owner team and update the investigation progress and send reports on time.
• Documented the workarounds and communication with the incident management team.
• Having good knowledge of the ITIL Process and completed ITIL foundation certification.
• Experience in generating reports like Daily, Weekly, Monthly Status Reports and preparing the dashboards in ServiceNow and Monitoring tools like Splunk.
• Good Knowledge of MS Office and Excel.

• Date of Birth: 06/15/99
• Gender: Male
• Nationality: Indian
• Marital Status: Single

• English
• Telugu
• Hindi

Sedgwick, 9th Pixel Technologies India Pvt. Ltd., 11/2020 - now, Incident Manager, Sedgwick Claims Management Services, Inc., is the leading global provider of technology-enabled claims and productivity management solutions. The company specializes in workers' compensation; disability, FMLA and other employee absence; managed care; general, automobile and professional liability; property loss adjusting; warranty and credit card claims services; fraud and investigation; structured settlements; Medicare compliance solutions and forensic investigations. Assigning the tickets in ServiceNow & HPSM tool. Preparing daily, weekly, and monthly reports. Monitoring the que's working on Re-open and Reassignment tickets. Reviewing SLA performance and recommend corrective action. Producing management information, including KPIs and reports. Drive the resolution of high priority incidents and minimized business impact. Preparing the dashboards in ServiceNow and Monitoring tools like Splunk and Dynatrace. Provided technical inputs to address Availability / Performance issues. Contributed to Service Improvement Initiatives (with respect to Incident Reduction resulting in cost benefits to customers). Helped with generating presentations to higher management regarding several high-profile incidents. Preparing change implementation document includes complete work plan along with impact analysis/benefits /roll back plans and implementing configuration changes, analyzing the impact of changes whatever going to be roll out in client application and alerting the users and team about it. Testing of new version of software that may be roll out in future to check its compatibility and functionalities in client application. Handling and implementing BCP's. Supporting users (Internal/external) with the application related issues.

I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.

• ITIL V3