Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Shravanti Burugapalli

Shravanti Burugapalli

hyderabad

Summary

Results-oriented Senior IT Service Management (ITSM) professional with over 15 years of expertise in spearheading enterprise-wide service delivery, incident/problem/change management, and process optimization initiatives.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Infrastructure Manager

Capgemini
hyderabad
10.2020 - Current
  • Designed and implemented ITSM processes, ensuring alignment with organizational goals and industry standards.
  • Managed incident lifecycle from logging to resolution, ensuring timely communication and SLA adherence.
  • Facilitated Change Management processes through risk assessments and conducted Post Implementation Reviews to minimize disruptions.
  • Oversaw the full lifecycle of Problem Records, identifying systemic issues through investigations and trend analyses.
  • Monitored SLAs and KPIs daily, initiating corrective actions to ensure performance targets were met.
  • Conducted quality audits across ITSM processes, implementing corrective actions for compliance and improvement.
  • Prepared and presented comprehensive reports on incidents, changes, and problems to influence strategic decisions.
  • Acted as primary contact for clients, ensuring expectations were met through structured reporting and communication.

Fulfillment Manager

Wells Fargo India
hyderabad
05.2020 - 09.2020
  • Performing operational activities as defined by CM policies and procedures.
  • Fulfilling CM service requests as assigned.
  • Engaging with strategic projects to ensure that CM can deliver the required functionality within project time frames.
  • Mentoring the organization on CM services, concepts, policies, and procedures.
  • Developed strategies for reducing costs associated with order fulfillment operations.
  • Identifying service improvement opportunities.
  • Monitored daily production activities to ensure productivity goals were met in a timely manner.

Technical Operations Expert Provisioning

Novartis
hyderabad
06.2019 - 01.2020
  • Identify focal points and lead causal analysis investigations to successfully identify the causes of problems impacting Client Technology Infrastructure Operations.
  • Foster a culture of continual process improvement and best practices within the region.
  • Collaborate with regional peers in global forums to ensure the effectiveness of processes and tools.
  • Develop, update, and maintain existing Standard Operating Procedures (SOPs) and best practices for tools and configuration management activities.
  • Ensure the maintenance of the production baseline during the system development and implementation lifecycle.
  • Participate in system development lifecycle gate reviews.

Service Delivery Specialist

IBM
hyderabad
09.2015 - 06.2019
  • Conduct Start of Day (SOD) and End of Day (EOD) calls to manage incident life cycles effectively.
  • Monitor incident status, track issues, and coordinate between Resolver Groups and Clients.
  • Define and register Configuration Items (CIs) within the CMDB for accurate IT Service Management (ITSM).
  • Implement standardized procedures for reconciling data between tools like CMDB and GACDW to ensure data integrity.
  • Act as Change Manager, overseeing Business-As-Usual (BAU) activities post-transition and designing effective processes.
  • Implement, configure, and maintain CMDB processes and work instructions in compliance with the ITIL framework.

Client Technical Support Associate

Dell International Services
hyderabad
04.2011 - 02.2015
  • Coordinating with the Management to understand and implement Key Financial Systems, transition.
  • Collaborating with L1 / L2 teams to perform process-related RCA and resolved 200+ issues.
  • Defining scope, exploring application of security models of 15+ instances and handled key activities.
  • Formulating and deploying policies & procedures for the smooth execution of processes / operations

Education

Bachelor of Arts - Accounting And Finance

Acharya Nagarjuna University
Andhra Pradesh
06-2007

Skills

  • IT service management
  • ITSM process setup
  • Problem management
  • Change management
  • Incident resolution
  • Client relationship management
  • Effective communication
  • ITIL framework
  • Asset and configuration management
  • Stakeholder management
  • Project Management

Certification

  • PMP
  • ITILv3, ITILv4
  • CSA
  • Certified Scrum Master
  • Certification in business analysis

Timeline

Infrastructure Manager

Capgemini
10.2020 - Current

Fulfillment Manager

Wells Fargo India
05.2020 - 09.2020

Technical Operations Expert Provisioning

Novartis
06.2019 - 01.2020

Service Delivery Specialist

IBM
09.2015 - 06.2019

Client Technical Support Associate

Dell International Services
04.2011 - 02.2015

Bachelor of Arts - Accounting And Finance

Acharya Nagarjuna University

Similar Profiles

CREATE PROFILE
Shravanti Burugapalli