Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Training
Certification
Languages
Timeline
Generic
Srikanth Reddy

Srikanth Reddy

Hyderabad

Summary

Dynamic Digital Program Manager with a proven track record at Sonata Software, specializing in ITIL Process Management and Strategic Program Oversight. Excelled in enhancing operational support and fostering effective relationships across functions, achieving significant service improvements. Skilled in Physical and Virtual Server Administration and collaborative team leadership, consistently delivering above expectations.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Digital Program Manager

Sonata Software
08.2023 - Current
  • Company Overview: Client - TUI (Touristik Union International – UK&I)
  • As a Program Manager - Delivery, I oversee delivery teams within Product and Sourcing technology estate spread across the Northern Region locations
  • Structuring a delivery team from the various competency areas in IT (Delivery Leads, Dev Ops/ Infra Engineers, Developers, Test Manager)
  • These teams will be responsible not only for the delivery of change, but also for the operation of the systems in a DevOps model
  • Direct accountability for Incident Management, Problem Management, Change Management, Service Introduction, Service Transition, Service Design, BC&DR as well as business unit specific Service Management
  • Fully accountable for the 24x7 operations of IT services both in the Cloud and onshore, ensuring that all services are defined, measured, reported on and continually improved to meet the expectation of users and business service owners
  • Working across all TUI business portfolios leading a team of technical and non-technical resources to deliver a high quality, robust service that understands the business needs
  • Serving in excess of 600 retail stores, multiple web sites and 20+ office locations
  • Accountable for the delivery of clear and accurate communication to board level senior management and the business community during all high priority incidents
  • Ensure the management of day to day support tasks, such as Incidents, Problems and Changes, within complex environments with complete confidence, engaging with internal, external, and third-party support teams to ensure that the correct decisions are made in times of BAU and service restoration
  • Ensure the Service Introduction discipline is fully engaged with projects delivering IT Change and have identified impact/risks/issues/dependencies, ensuring these have been incorporated into the project delivery plan and are tested/delivered into BAU functions in support of ‘go live’
  • Oversee, develop, maintain and own the delivery of service management processes, ensuring that they are efficient, fit for purpose and in line with best practice, recognising the changes in the TUI business and responding appropriately
  • Responsible for the in-house development and outsourced delivery of all change for the systems within the commercial, product and sourcing domain, spread across the 6 countries that form the Northern Region market, this role is key to sustaining the continued operations of a £20BN business
  • Client - TUI (Touristik Union International – UK&I)

Service Manager

Tesco Bengaluru
08.2020 - 07.2023
  • Establish strategic goals, understand, and quantify end-user requirements, provide end-to-end solutions, and ensure change is successfully managed with a range of stakeholders
  • Implemented robust governance processes and controls to ensure compliance with regulatory requirements and organizational policies
  • Work towards increasing stakeholder engagement and adoption of change by explaining complex technical concepts to non-technical staff; maintain 24x7 cover across the Partnerships' stores, distribution centres, and head office
  • Establish clear and accurate visibility of the problem stack across all divisions, and drive best practices in our operations teams; contribute to improving supplier performance across a portfolio of approx
  • 150 suppliers
  • £40m annual spend
  • Serve as owner and sponsor of ITSM toolkit (ServiceNow) - product lead and manager to provide DevOps-driven services
  • Build a team of professional Service Managers into one function from 4 disparate and unaligned divisional processes
  • Drive consistency and improvements in processes while reporting and supporting the Partnerships service owners in delivering complex IT Services to the business
  • Detection, response, resolution, critical issue and reporting of service impacting events and incidents
  • Innovative IT Service Management solutions which enable best in class customer service and continual process improvement to be continually realized
  • Manage the relationship between internal and external teams to ensure service delivery while creating and implementing processes to improve the operational performances

Service Delivery Manager

IBM
12.2016 - 07.2020
  • Lead Incident, Change and Problem Management process for the account
  • Responsible for monitoring IT availability levels, comparing actual levels against targets and addressing shortfalls
  • Responsible for end-to-end SLA on all reported Critical and High incidents for the account
  • Produce and maintain an Availability Plan which prioritizes and plans IT availability Improvements
  • Driving/Leading all Severity 1 Incidents to Recovery and coordinate with the Support teams in conducting the RCA
  • Assesses the impact of changes to the environment and mitigation of change risks and conflicts, participate on the Change Advisory Board (CAB) as needed
  • Reviewing failed changes with Client if necessary, including lessons learned and procedure updates
  • Discuss with Support teams on Issues related to their platforms (Wintel, Unix, Exchange, Network, cloud, Storage) and come up with Preventive measures and actions
  • Perform Incident Audit and provide appropriate feedback and suggest improvement measures for the recovery Managers
  • Responsible for the entire Service Management Operations for the account handling Incident, change, problem and asset Management
  • Helped to tailor company tools to the specific needs of my department by being a member of various user acceptance testing (UAT) teams
  • Driving all Major/Critical (P1/P2) incidents for the account towards closure within the defined SLA
  • Leading a team of 10+ Members including team members in Service Management and Monitoring team on BAU activities
  • Participate in CAB meeting and work alongside Change Manager in planning, assessing and implementing the changes
  • Conduct Post incident review of all Major incidents including preparing a MIR report and conducting RCA
  • Provide executive updates to the Customer and leadership on all the Critical Incidents and Major changes
  • Conducting RCA analysis as part of Problem Management and come up with correction measures and action items for the Support teams

Information Technology Analyst

Novartis
11.2015 - 12.2016
  • Designing and Developing ITIL/ITSM Process & procedures within Novartis global command centre
  • Implementation and/or operations of IT Infrastructure Library (ITIL) processes which includes: Incident Management, Problem management and Event Management
  • Designing and updating application/Infrastructure master list with regular updates to the SharePoint
  • Responsible for end-to-end incident management process
  • Responsible for supervising team members on outstanding and pending tickets
  • Recruit and train Process associates for efficient Service delivery
  • Drive effectiveness and efficiency of Incident Management process Liaise with customers/Vendors, IT executive, IT platform managers
  • Participating in Post incident reviews and working on predict/prevent and designing best practices
  • Supervising event management along with incident management to prevent major incidents

Technical Solutions Consultant

Hewlett-Packard Global soft India
10.2012 - 05.2015
  • Collaborated with Incident Management, Problem Management, Change Management, Service Desk, Service Delivery Managers and at times directly with the Customer to build and maintain effective working relationships
  • Involved in identifying the root cause, confronting a repeat incident and communicating the lessons learnt, ways to reduce repeat incidents and develop an RCA document of high quality
  • Ensured effective preparation of PIR (Post Incident Review) and discuss further with clients
  • Decommissioning of Windows 2000/2003/2008 Servers Configuring the servers as per the client requirement of OS upgrades, antivirus dat files, patches, system software and Migrations
  • Analysing Server performance Analysing HPS Reports and Dumps
  • Troubleshooting the Production and Development servers remotely through ILO and RSA
  • Virtual Builds, Disk Management and Backups of VMDK files
  • Physical Servers to Virtual Servers using VMware Converter (P2V Converter)
  • Monitoring VM'S & ESX Servers using virtual center for interacting with multiple teams and technical specifications along with design documents
  • Design and execute Patching activities, documenting and track defects
  • Was responsible for Server Builds (Physical and virtual) and Remote Support
  • Provided Tier 2 support to Windows 2003/2008/R2/2012 on physical and virtual environments including problem/change/Incident and patch management
  • Involved in SRT’s, CAB Calls and DSR calls

Associate Engineer

Computer Sciences Corporation (CSC)
07.2008 - 10.2012
  • Providing Remote Support using ITIL Process/Methods
  • Administration of the Windows 2000/2003/2008 servers using remote tools
  • User Administration, Patch Management (Shavlik)
  • Managing the monthly task on DNS cleanup activity
  • Troubleshooting the Production and Development servers remotely through ILO, RSA
  • Performed server management and administration, setting user permissions
  • Performed hardware installation and maintenance of servers
  • Performed user account management
  • Installation & Maintenance of OS and all windows-based applications Installation
  • Physical server Builds and Virtual Builds
  • Commissioning/Decommissioning of Windows 2000/2003/2008 Servers Configuring the servers as per the client requirement
  • Installation of OS upgrades, antivirus dat files, patches, system software and Migrations
  • Ensuring BU processes within the Windows/VMware team are adhered to and completed within SLA
  • Analysing Server performance Analysing HPS Reports and Dumps
  • Virtual Builds, Disk Management and Backups of VMDK files
  • Monitoring VM'S & ESX Servers using virtual centre
  • Responsible for interacting with multiple teams and technical specifications along with design documents
  • Design and execute Patching activities, documenting and track defects
  • Problem/change/Incident and patch management
  • Involved in SRT’s and DSR calls
  • Provided inputs to RCA and solved issues within SLA

Remote Support Specialist

IBM
02.2007 - 07.2008
  • Creation of users, profiles and roles accordingly
  • Resetting the User accounts and the Passwords
  • Interacting with users to understand their technical queries and provide assistance in resolving them
  • Accepting and solving User raised Tickets in ticketing tools
  • Allocating system storage and planning future storage requirements for the database system
  • Management of user accounts, queries, Server, Workstation, etc, and maintaining lotus notes to handle technical queries

Education

Bachelor's degree - Computer Science

Osmania University
07.2003

Skills

  • Physical and Virtual Server Administration
  • ITIL Process Management
  • SLA Management Expertise
  • Customer Interaction
  • Windows Server Support
  • Ticketing Tools: ServiceNow, Confluence, JIRA USD, Tivoli, SR-Dash, and BMC Remedy Tools
  • Collaborative Team Management
  • Strategic Program Oversight
  • Continuous Improvement Initiatives
  • Effective Relationship Management
  • Operational Support Expertise
  • Incident Analysis
  • Incident management
  • Performance improvement
  • Infrastructure Support Expertise
  • ITIL Service Delivery
  • Cross-Functional Collaboration

Accomplishments

  • Received Peer 360 Award – The Unsung Hero from my AVP – Operations – Sonata.
  • Received “Many Thanks – The Golden Duck” Award from Delivery Head - Tesco.
  • Agile and ITIL Implementation across IT Infrastructure.

Training

  • Undergoing ITIL Intermediate/Practitioners - Service operations/CSI Modules training.
  • Undergoing Cloud Security training for IT infrastructure.

Certification

  • ITIL V3

Languages

Telugu
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2

Timeline

Digital Program Manager

Sonata Software
08.2023 - Current

Service Manager

Tesco Bengaluru
08.2020 - 07.2023

Service Delivery Manager

IBM
12.2016 - 07.2020

Information Technology Analyst

Novartis
11.2015 - 12.2016

Technical Solutions Consultant

Hewlett-Packard Global soft India
10.2012 - 05.2015

Associate Engineer

Computer Sciences Corporation (CSC)
07.2008 - 10.2012

Remote Support Specialist

IBM
02.2007 - 07.2008

Bachelor's degree - Computer Science

Osmania University

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