Sreeja Prasanna
Bangalore
Summary
- A multi-skilled , self-starter and energetic professional with 17 years of experience in ITSM (IT Service Management).
- A professional with stron leadership and communication skills with the ability to remain composed under pressure.
- Expert in IT Major incident, problem, change, Process and Project managment.
- Expert in identifying process gaps, process evaluations, creating improvement plans, documentations and transformations.
- Expert in supporting several hundred end-users spread across worldwide locations.
- Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
American Express India Pvt ltd
07.2023 - Current
- EMIM Manager On Duty – responsible for managing all the high priority incidents across the organization
- Responsible for restoring the service & achieve least MTTR
- Managing various multiple teams under high pressure
- Manage low level, middle level and senior leadership communications.
- Demonstrated collaborative efforts to work on creating the process document and checklist in managing one of the critical EMIM process.
Manager
Wipro Limited
07.2021 - 07.2023
- Implemented end to end command center operations to one of the prestigious client
- Handled & successfully completed automation and Palo Alto deployment projects of world’s high profile clients, ahead of target schedule.
- Identified and implemented automation for self healing the incidents identified post go live & stabilization of the projects.
- Developed project plans and managed project scope using methodologies to guide projects
- Communicated project plans and progress to key stakeholders
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Weekly/Monthly Project Management meeting with customers & Wipro Leadership
Process SME
TATA Consultancy Services Pvt Ltd
03.2016 - 07.2021
- Incident, Change and Problem Management
- Implemented Incident Management , Problem Management continuous improvement plans.
- Reduced ticket volume from 1250 tickets per month(average) to 200 tickets per month with enhanced ticket management process
- Average of 3000 Problem tickets (Proactive & reactive)were handled and resolved within SLA per year as part of the problem management process.
- Average of 100 Change Requests were handled and implemented defect free per year as part of the change management process.
- RCA handled and Provided permanent fix for 20 incidents per year on average as part of incident manager role/responsibilities.
- Timely submission(weekly, biweekly, monthly) of SM reports to TCS management and clients
Major Incident Manager
TATA Consultancy Services Pvt Ltd
03.2016 - 07.2021
- Tracked metrics involving critical incidents to model trends, produce reports, and make effective recommendations for improvements.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Liaised with other departments to minimize network interruptions and possible downtimes.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Developed highly effective incident response team and trained extensively in preparation for possible events.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
Team Leader
Accenture Services Private Limited
08.2007 - 02.2016
- Manage Incident , Major Incident Management and Problem management processes.
- Validating Major/Critical incidents by assessing the severity and urgency level based on the service/business impact in consultation with Reporter, Resolver and Client Interface
- Restoring service with minimal business impact by chairing bridge calls for effective coordination and quick incident resolution
- Track all the incidents within the Mean Time to Restore (MTTR) to avoid outage for the account
- Assisted in recruitment to build team of top performers.
- Understands SLA requirements and works to ensure those requirements are met when possible
- Aggressively drives conference calls with the customer, Accenture internal support teams and third party vendors
- Conducted regular reviews of operations and identified areas for improvement.
- Part of development team for an internal report repository application.
Education
Bachelor of Science - Computer Science
Amrita Vishwa Vidyapeetham
Kerala06-2007
Skills
- Service Management
- Project Management
- Transition Management
- Incident ,Major Incident, Change & Problem Management
- People management
Accomplishments
- 2023 Star performer award
- 2021 Best performer
- 2017 Excellence award in Operations
- 2014 Leading star award
- 2016 Drona award
- 2012 Above and Beyond
- 2009 Pat on the back
Certification
- ITIL V3 & V4 Foundation certificate in IT Service Management
- AWS Cloud Practitioner
Personal Information
Date of Birth: 05/28/87
Disclaimer
Bangalore, 07/03/25, Sreeja Prasanna
Onsite Experience
UK, 1 year and 5 months
Timeline
Service Delivery Manager
American Express India Pvt ltd
07.2023 - Current
Manager
Wipro Limited
07.2021 - 07.2023
Process SME
TATA Consultancy Services Pvt Ltd
03.2016 - 07.2021
Major Incident Manager
TATA Consultancy Services Pvt Ltd
03.2016 - 07.2021
Team Leader
Accenture Services Private Limited
08.2007 - 02.2016
Bachelor of Science - Computer Science
Amrita Vishwa Vidyapeetham
Similar Profiles
Gaurav SinghGaurav Singh
Team Leader Advance Collections Mitigation Unit - GSG-Operations at American Express India Pvt LtdTeam Leader Advance Collections Mitigation Unit - GSG-Operations at American Express India Pvt Ltd
Arushi AroraArushi Arora
Master Research Consultant at American Express India Pvt. Ltd.Master Research Consultant at American Express India Pvt. Ltd.
Rashmi MehtaRashmi Mehta
Senior Project Analyst at American Express India Pvt LTDSenior Project Analyst at American Express India Pvt LTD