Summary
Overview
Work History
Education
Skills
Timeline
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Srikanta Gouda

Srikanta Gouda

Bengaluru

Summary

Results-driven IT professional with 3.8 years at Wipro, currently part of the Cross Function Support (CFS) team. Experienced in Service Level Management, MIS reporting, incident and change management, and cross-functional coordination. Recognized for leading the MIS team, reducing incident backlogs, and serving as backup CFS Lead for 1.5 years.

Proficient in ServiceNow, Power BI, Excel, Power Apps, Python, and MySQL, with strong reporting and data analytics skills. Certified in ITIL v4 and Power BI, and currently pursuing M.Tech in Hybrid Cloud Computing.

Overview

4
4
years of professional experience

Work History

Service Level Manager

Wipro
Bengaluru
11.2021 - Current

Professional Experience
Wipro Ltd
Service Level Manager – Cross Function Support (CFS)
Nov 2021 – Present (3 years 8 months)
Project: DAIMLER
Client: [DAIMLER AG]
Location: Wipro Kodathi Campus (Bangalore)

Key Responsibilities & Achievements:

  • Managed end-to-end SLA compliance and dashboard reporting using ServiceNow, SLA War Room Teams Group, and collaborate with team lead.
  • Served as Backup CFS Lead for 1.5 years, ensuring leadership continuity and operational execution.
  • Successfully handled MIS reporting and analytics for multiple teams; significantly improved P3 incident SLA from RED to GREEN.
  • Played a key role in incident management, reducing backlog, and ensuring smooth swivel queue operations.
  • Supported ITIL Change Management processes to ensure seamless service changes without disruption.
  • Engaged in customer visits and cross-team alignment to boost CSAT scores and client satisfaction.
  • Participated in monthly SLA reviews, responded to customer queries, and incorporated feedback into action plans.

Recognized with multiple awards:

· 2× Star of the Quarter

· 2× NextGen Rock Star

· 1× Rookie Rock Star

Education

Bachelor of Computer Applications -

Bhanja College of Computer & Management
Bhanjanagar
04-2021

PUC (11th & 12th) -

Anchalika Science College
Balipadar
04-2016

High School -

Maha Mayee High School
Talasakar
04-2014

Master of Technology(Hybrid Cloud Computing) -

Birla Institute of Technology And Science, Pilani
Rajasthan

Skills

  • ITIL framework
  • SLA management
  • Incident management
  • Customer relationship management
  • Change management
  • Process improvement
  • MIS reporting
  • Cross-functional collaboration
  • ServiceNow expertise
  • Power BI

Timeline

Service Level Manager

Wipro
11.2021 - Current

Bachelor of Computer Applications -

Bhanja College of Computer & Management

PUC (11th & 12th) -

Anchalika Science College

High School -

Maha Mayee High School

Master of Technology(Hybrid Cloud Computing) -

Birla Institute of Technology And Science, Pilani

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Srikanta Gouda