Sowmya Lalitha Chilukuri
Summary
Overall 12+ years of experience in Service Delivery Operations and Metrics management. Highly-motivated with desire to take on new challenges. Experienced to handle Day to Day Service operations, Incident/Change/Problem management. Expertise in assessing and implementing automation ideas to effectively reduce Noise and manual efforts.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Metrics Lead
TCS / Global news and Information services Client
10.2022 - 08.2024
- Handled and maintained ServiceNow and Azure Devops dashboards and reports, auto generated reports were created and shared across teams to validate day to day Metrics.
- Handled Day to Day, Weekly, Monthly and SLA metrics
- Ensured compliance with SLA standards and external regulations.
- Created detailed reports and dashboards for delivery managers and other management to track progress against KPIs.
Service Delivery Manager
TCS / Global news and Information services Client
01.2023 - 02.2024
- Analyzed customer feedback to identify opportunities for improvement,
- Resolved escalated issues in a timely manner while maintaining customer satisfaction levels.
- Security Audit Controls are performed on Quarterly and yearly basis
- Monitored team performance, identified areas for improvement, and provided feedback and coaching.
Command Center Lead
TCS / Global news and Information services Client
07.2021 - 09.2022
- Handled a pilot phase project and worked along with client to automate all monitoring tasks with no much manual intervention needed.
Operations Lead
TCS / Multinational Telecommunication project
05.2018 - 07.2021
- Handled service delivery and transition related activities for Comcast. It involves activities such as providing better quality of L1, L1E services based on stringent SLAs, backend system and following application administration related activities for more than 350+ Applications.To improve first call resolution, increase availability of applications and Improve user experience and reduce the operational cost to clients.
Technical Lead
Cognizant
03.2012 - 04.2018
Education
Bachelor of Technology - Computer Science
JNTUK
05-2011
Skills
- Operations Support
- Incident/Change/Problem Management
- Leadership
- Operations Analysis
- ServiceNow Management
- Basics of Power BI
Certification
- ServiceNow Certified System Administrator
- ITIL Foundation Certification
Timeline
Service Delivery Manager
TCS / Global news and Information services Client
01.2023 - 02.2024
Metrics Lead
TCS / Global news and Information services Client
10.2022 - 08.2024
Command Center Lead
TCS / Global news and Information services Client
07.2021 - 09.2022
Operations Lead
TCS / Multinational Telecommunication project
05.2018 - 07.2021
Technical Lead
Cognizant
03.2012 - 04.2018
Bachelor of Technology - Computer Science
JNTUK
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