Srikanth Hari
Service Management & Operations Lead
Dubai
Summary
Dynamic ITIL Certified professional with 13+ years of experience in spearheading Service Operations and Delivery of IT Services to global clients, Major Incident Management, and Customer Handling. Service-driven professional with a strong technical focus and a strong sense of client-orientation, having handled business-critical projects by leading high-performance teams. Well-versed with ITIL processes, exceptional skills in Incident/Problem/Change Management, and resolution of critical issues.
Overview
14
14
years of professional experience
7
7
Certifications
Work History
Incident Manager – Operations Lead
Tamara
Dubai
01.2023 - Current
- Program Management: Led end-to-end Incident, Change, and Problem Management programs using a risk-based approach to prioritize high-impact areas.
- Financial Impact: Calculate GMV and financial impact of every incident, providing weekly updates in leadership calls.
- Customer Transparency: Designed and created new Status Pages to ensure merchants are updated widely; use CleverTap and Notification Center for customer communications.
- Tool Implementation: Familiar with Incident.io and Firehydrant (formerly Blameless) to streamline incident response.
- Metrics & Reporting: Maintain operational health metrics (MTTA, MTTR, change success rate) and deliver executive-level reporting on systemic risks.
- RCA & PIR: Own the Post-Incident Review (PIR) process, ensuring blameless RCA and converting findings into prioritized problem records.
- Team Leadership: Coach and develop incident managers, establishing structured incident command practices and accountability.
- AI & Efficiency: Use Cursor AI and Notion AI for day-to-day work and act as an Agile Manager for cross-functional teams.
- Recruited and trained 20 new employees in last 2 years
Associate Technology Specialist – Major Incident Manager
Tech Mahindra
08.2021 - 12.2022
- Spearheading a large team of Enterprise network for ensuring seamless operational support. Partnering along with the key stakeholders (internal & external) for defining requirements, identifying equipment, software & operating system requirements, building & configuring firewalls, routers & switches, and creating & administering policies and permissions. Handling high-priority incidents by providing troubleshooting support and management of firewall infrastructure including issues related to IPsec and Remote access VPN solutions. Responsible for incident life-cycle management and the changes related with configuring IPsec VPN (Site-to-site, Remote Access), Policy creation, and Troubleshooting.
- Oversaw the entire operations and the business for Rakuten Mobile Inc. Managed 100 Plus vendors and engaged in major outage calls on a daily basis.
- Ensured smooth functioning of the day to day activities and interacted with the CTO on a daily basis regarding the changes that may affect the likelihood of emergencies, factors that may affect the response efforts and details of plan implementation.
- Coordinated with the cross-functional teams for addressing critical issues as a key member of the Incident/Problem Management Team. Eliminated recurring incidents and minimized the impact of unpreventable incidents.
- Analyzed the actual cause of the incident and ensured a permanent fix for the same by reviewing the PIR (Post Incident Review) deck and for further discussion with IRC (Incident Review Committee) team to perform deep dive analysis.
Deputy Manager
Vodafone Shared Services
09.2020 - 08.2021
- Partnered with the cross-functional teams to define requirements. Identified equipment, software, and operating system requirements, built & configured Firewalls, Routers, and Switches. Created and administered policies and permissions.
- Managed high priority incidents by providing effective troubleshooting support and Firewall infrastructure including issues related to IPsec and Remote access VPN solutions.
- Ensured smooth management of the incident life-cycle and changes with Configuring IPsec VPN. Used ticketing systems like Remedy, Change Remedy, and Service Now to track issue-records assigned to NOC or SOC teams.
- Acted as an Escalation Lead and used ITIL methodologies for ensuring quick resolution to issues by establishing an efficient Service Incident Management process.
Senior Incident Manager, Operations Lead
Intelliswift Private Limited (Walmart Global)
02.2020 - 07.2020
- Managed the X Call Triage (Major Incident Process) for all the Walmart Distribution Centers.
- Acted as the First Point of Contact for the users in the store and provided lead support & direction to the teams in a crisis situation.
- Ensured regular communication with the relevant IT Management and the business for updating on the status of the escalated incidents through X Matters tool.
- Troubleshoot store related major Incidents using Linux commands, ensured proper assistance to the end-users on the call itself, and engaged with the relevant stakeholders and vendors as per the requirement.
Senior Incident Management Lead - GNOC Lead
Servion Global Solutions
02.2018 - 12.2019
- Managed the Major Incident Management process efficiently for all severity 1 and 2 tickets by ensuring timely response to the customers and the stakeholders for every 60 and 90minutes.
- Acted as the first management escalation point for voice issues globally, the Global Network Operations Center [GNOC] and ensured smooth operations.
- Met the SLAs consistently and ensured that the service-desk clients are satisfied with the support or the services delivered.
- Optimized productivity by working on Automation Alert Monitoring system with the help of Control systems and different techniques for performing actions based on changes in the Metrics.
- Improved the overall NOC performance and ensured 100% compliance on Quality by driving initiatives for reducing the number of repetitive incidents.
- Monitored ageing tickets, Incoming calls, and Managed Alerts by adopting a proactive approach along with the Service Desk team with the help of Managed Services Portal.
Incident Manager
TATA Consultancy Services
03.2012 - 01.2018
- Analyzed the backlog ticket trends and took up required measures to reduce the percentage of backlog reports.
- Tracked open incidents in the queue and identified any incident that required focus to meet committed service levels.
- Facilitated scrum ceremonies (sprint planning's, daily stand-up's) and supported the product owner in maintaining backlogs.
- Ensured effective resolution of the incidents assigned to the support groups in time and ensured service effecting incidents are being discussed in the Service Review Meeting.
- Set-up a Global NO in UK and Singapore within just 10 days by training more than 25 Coordinators in TCS.
- Worked as a Scrum Master and completed multiple sprints as a part of Urgent release due to Black Friday with a team of 6 by extending working hours. With this extra effort the contract got extended and renewed for 1 more year.
Education
B.Tech - Information Technology
SIR CRR College of Engineering
Eluru01-2011
Skills
ITIL Processes
Major Incident Manager
Problem Management
Agile Framework
Jira Service Management
Scrum Master
Sprint Planning
CleverTap
Incidentio
Status Page Design and Creation
Cursor AI
Firehydrant (formerly Blameless)
Notion AI for daily workflows
GMV & Financial Impact Analysis
MTTA/MTTR
Service Alerts Catalogue
AWS Solution Architect (S3, EC2, VPC)
CCNA
Certification
ITIL V4 Foundation
Awards & Scholarships
- Customer Obsessed Award
- 2026-01 Tamara, Star of the Month
- 2021-04 Vodafone Shared Services, ACE award
- 2019-03 Servion Global Solutions
Timeline
Incident Manager – Operations Lead
Tamara
01.2023 - Current
Associate Technology Specialist – Major Incident Manager
Tech Mahindra
08.2021 - 12.2022
Deputy Manager
Vodafone Shared Services
09.2020 - 08.2021
Senior Incident Manager, Operations Lead
Intelliswift Private Limited (Walmart Global)
02.2020 - 07.2020
Senior Incident Management Lead - GNOC Lead
Servion Global Solutions
02.2018 - 12.2019
Incident Manager
TATA Consultancy Services
03.2012 - 01.2018
B.Tech - Information Technology
SIR CRR College of Engineering