Sreepada Saujanya

• Managed end-to-end service delivery processes, enhancing operational efficiency and responsiveness to client needs.
• Managed end-to-end service delivery processes, improving operational efficiency and customer satisfaction levels.
• Negotiated service level agreements with clients for clear delivery expectations.
• Negotiated service level agreements with clients, setting clear expectations for service delivery.
• Developed and monitored service delivery metrics, providing insights that guided strategic decisions for improved client outcomes.
• Facilitated regular client review meetings to strengthen relationships and address service delivery concerns.
• Designed customised service solutions for key clients, strengthening client relationships.
• Led cross-functional teams to optimise service delivery performance, achieving key performance indicators.
• Led daily operations to achieve key business objectives.
• Monitored incident requests and order management for SLA/KPI compliance.
• Analysed service delivery failures, identified root causes, and implemented fixes.
• Analysed service delivery failures, identifying root causes and implementing corrective actions.
• Conducted root-cause analysis for SLA breaches and operational deviations.
• Identified service delivery obstacles to help teams overcome them and enhance services.
• Implemented customer feedback mechanisms, driving continuous improvement in service standards.
• Streamlined communication channels between service delivery and internal teams, enhancing collaboration.
• Reviewed and updated service delivery processes, ensuring compliance with regulatory standards.
• Maintained SOPs and operational documentation across HRIT applications.
• Coordinated audit readiness for ISP and ODC audits.
• Coordinated recruitment onboarding and resource allocation for teams.
• Supported business continuity planning documents and readiness activities.
• Aided financial governance by providing billing inputs for delivery teams.
• Brought people together to form motivated teams for recognising issues and delivering on project goals.
• Facilitated regular review meetings with clients, maintaining strong, productive relationships.
• Prepared detailed reports on service delivery outcomes, providing transparency to stakeholders.
• Coordinated and allocated resources to support service team.
• Evaluated quality of staff work and performance against objectives to assess need for improvements.
• Identified and compared best processes by recognising dysfunctional strategies and encouraging experimental mindsets to create solutions.
• Presented business performance reports, highlighting successes and improvement areas.
• Initiated and led projects to introduce new technologies, improving service delivery capabilities.
• Established clear policies and procedures guiding service staff operations.
• Used historical and forecasting data to plan yearly and quarterly budgets.
• Planned staff activities to meet operational demands.
• Coordinated with IT support teams to streamline system deployments, enhancing service reliability.
• Managed planning and delivery of IT services for HRIT
• Oversaw budget management for service delivery operations, ensuring cost-effectiveness.
• Coordinated daily services for facility upkeep and long-term preventive maintenance.
• Provided administrative support for 30 associates across Bangalore and Coimbatore.
• Managed planning and delivery of IT services for HRIT
• Oversaw budget management for service delivery operations, ensuring cost-effectiveness.

Handled very high critical incidents including financial loss and security issues.

Led major-incident bridge calls with technical teams until resolution.

Submitted major incident reports to client after resolution.

Served as single point of contact for major incidents.

Facilitated major incident process across service owners and technical experts.

Engaged client leadership and senior stakeholders during incident communications.

Coordinated with client to implement SLA/KPI processes for P1/P2 problems.

Validated P1/P2 scenario definitions and ensured MIS coverage fit scope.

Developed Ops Genie alerts and Spyglass dashboards to enhance L2 onboarding tracking.

Prepared weekly and monthly SLA reports for service review.

Presented weekly and monthly status reports to customer stakeholders.

Ran day-to-day service operations for business continuity and compliance.

Managed service governance and vendor onboarding for seamless coverage.

Implemented agreed delivery and performance standards for consistent service quality.

Delivered project management standard compliance with stakeholder communications.

Tracked budgeting responsibilities with manager for client reporting.

Compiled monthly quality audit reports and project metrics to inform leadership decisions.

Monitored monthly and quarterly audits to ensure compliance across product scope.

Coordinated with internal and external auditors and shared required documents.

Tracked document readiness and audit evidence through completion.

Guided MIM team support for unresolved issues during MI calls.

Coordinated with technical teams and delivered KT sessions for MIM and L1.

Prepared SOPs for each product and uploaded them to SharePoint.

Created dashboards for SLA, incident, and problem record reporting.

Presented dashboards to client and management for visibility.

Conducted team huddles weekly, plus daily stand-ups and handovers.

Ensured team members had appropriate access by tracking their status regularly. for team members across daily KT activities.

Cross-checked updates for regular accuracy from team members.

Coordinated with project quality team on client ID activation and removal.

Prepared team rosters and transport rosters for scheduled coverage.

Coordinated with L1 teams for holiday notifications during public holidays.

Developed an automated proactive problem management tool with automation team.

Identified potential problems through proactive automation for client Aspen.

Acted as SPOC/SME for problem management after major incidents.

Connected with technical teams to confirm root cause findings.

Reported potential penalties to leadership based on audit findings.

Managed service governance and vendor onboarding for seamless coverage.

Tracked budgeting responsibilities with manager for client reporting.

Built strong customer relationships by actively engaging in communication and community initiatives. through communication and community activities.

Created dashboards for SLA, incident, and problem record reporting.

Presented dashboards to client and management for visibility.

• Led a team of 13 Major Incident Managers supporting global enterprise operations.
• Served as an escalation point coordinator for high priority P1/P2 incidents.
• Managed critical service outages, coordinating disaster management efforts for timely restoration.
• Coordinated bridge calls across infrastructure, application, and network teams.
• Monitored staff performance, developed improvement plans, and provided feedback to manager.
• Managed team rosters to guarantee optimal staffing levels during peak and off-peak hours.
• Trained new employees on company policies, customer service excellence, and sales techniques.
• Resolved escalated customer complaints by offering practical solutions and maintaining professionalism.
• Coordinated with senior management to implement strategic plans for revenue growth.
• Prepared detailed weekly and monthly reports, presenting insights to leadership and customers.
• Oversaw daily operations, including opening and closing procedures, to maintain store standards.

Managed Shell major incidents from escalation through end-to-end resolution.

Coordinated and owned major-incident tasks across teams to ensure effective resolution.

Acted as escalation point to restore Shell services quickly.

Led internal and external communications throughout incident lifecycle to maintain alignment and transparency.

Monitored progress and escalated incidents when agreed thresholds were reached.

Collaborated with support staff to facilitate incident resolution to drive timely restoration during major incidents.

Managed engagement with third-party services to facilitate timely recovery during major incidents.

Qualified business impact and updated incident descriptions with risk assessments.

Participated in post-incident reviews and root cause analysis activities.

Led the team and owned bridge calls for critical issue handling.

Conducted bridge calls to guide teams through incident resolution and ensure alignment on next steps. by contacting delivery teams and owning P1 incident triage.

Issued bridge call communications with initial updates, closures, and stakeholder alignment.

Coordinated stakeholders during CAB and problem calls to facilitate effective change control and resolution.

Resolved problems within defined timelines and drove RCA for prevention.

Coordinated with problem manager during Sev1 resolution to obtain RCA.

Closed problem tickets after RCA alignment with delivery and resolver teams.

Oversaw incident management to maintain service continuity and support operational objectives., change, and problem management within IBM Shared Services, ensuring alignment with organisational goals.

Supported SOC Level 1 and Level 2 teams monitoring APIs and alerts.

Coordinated with application support and partner teams to fix deployed issues.

Prepared and presented dashboards and reports for multiple accounts weekly to tower leads, enhancing visibility of service performance.

Chaired meetings with multiple account managers to discuss application issues.

Managed a team of 22 from rostering through monthly SLM report inputs.

Generated daily overdue reports to highlight outstanding issues and drive closure actions. dashboards and drove ticket closure by routing actions.

• Held weekly team meetings to identify process gaps and improve workflows.
• Joined scheduled CAB meetings per account and followed up on change tickets.
• Followed resolver groups to obtain RCA and support Sev1 triggers.

• Managed incident response processes, adhering to ITIL practices for effective service delivery.
• Coordinated resolver group activities to ensure timely incident resolution and improve service reliability.
• Negotiated service level agreements with clients, setting clear expectations for service delivery.
• Reviewed and updated service delivery processes, ensuring compliance with regulatory standards.
• Facilitated client interactions, strengthening relationships and addressing inquiries for clients including DXC and IBM.
• Conducted regular performance evaluations, offering constructive feedback and setting clear objectives.
• Supported governance reporting and operational tracking systems.
• Collaborated with a team of 12 members at IBM.

• Coordinated bridge calls for high priority incidents, facilitating effective communication among stakeholders.
• Managed incident management processes to ensure timely resolution of enterprise incidents.
• Facilitated operational coordination, streamlining workflows to support incident resolution efforts.

Developed and maintained key-client relationships to encourage repeat business reliably.

• Handled customer queries and complaints, offering solutions that improved client satisfaction.
• Coordinated operations, captured and dispatched customer orders to ensure timely delivery.

Processed sales orders and issued invoices as part of administration.

Monitored sales progress and pinpointed requirements to meet monthly targets.

Coordinated daily sales activities, scheduled tasks, and delegated work for efficiency.

Enhanced expertise in billing processes to facilitate accurate invoicing and raised invoices for client payments.

Established office and facilitated seamless daily transition from Chennai to Bangalore.

Managed administrative department and tracked stock receipts and dispatches accurately.

Ensured accuracy and compliance of conveyance claims for processing for engineers to support expense processing.

• Scheduled transport rosters for team members to meet daily needs.
• Set up weekly meetings with managing director and tracked project progress.
• Participated in technical-team interviews to support hiring decisions.

Assisted clients by testing applications and facilitating smooth release processes.

Ensured code quality by checking for errors alongside testing teams. alongside testing teams for deployed projects and websites.

Acquired software testing skills over 6 months as trainee, contributing to project quality.

• Coordinated with senior team members on Compiere platform to enhance team collaboration.
• Worked with leads to gather information regarding limitations or capabilities.
• Prepared detailed reports on application performance metrics for senior management review.