Srinivas K
Summary
Dynamic Senior Principal Technical Program Manager at Oracle India Pvt. Ltd., specializing in end-to-end system integrations and cloud provisioning. Proven track record in strategic planning and problem-solving, leading successful migrations to enhance operational efficiency. Expert in ticketing systems, driving impactful solutions that elevate service delivery standards.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Principal Technical Program Manager/Business Analyst
Oracle India Pvt. Ltd
06.2022 - Current
- Working on ticketing automation (system-to-system integrations) for Oracle internal and external ticketing used for day-to-day operations by OCI service operation teams.
- Worked as a Product Manager/Program Manager for Oracle Ticketing System Integration, defining the business requirements.
- TPM for the (OCI Ticketing System Proxy) Migration, Onboarding, and Adoption of a new incident management system (OTS) across OCI - Designed and developed an agile and versatile tranche model to ensure a phased, controlled migration and onboarding of 500+ teams.
- Worked as a Product Manager for the Oracle Alloy Ticketing Solution. Oracle Alloy is a complete cloud infrastructure platform that enables partners to become cloud providers and offer a full range of cloud services to expand their businesses.
- I was part of the design development as a senior functional expert for the proxy service that routes, translates, and transforms all JiraSD API traffic to OTS.
- Trend and anomaly detection analysis of JiraSD metadata, with the goal of prioritizing product and feature development, directly impacts the launch and migration of OTS.
- Data Champion - Advocated for the importance of data-backed decision-making. Acted as a liaison between different teams (product, engineering, PM, etc.). To ensure that data was used and shared in a way that fostered collaboration. Served as a trusted advisor to leadership on all data-related matters.
- Collaborated with the OTS Architects and Development team to structure the input data for Gen-AI model development, ensuring that the data was in a format that would maximize the AI model’s learning ability.
- Defined key performance indicators (KPIs) and metrics for measuring success and performance across various business functions.
- Designed a reporting mechanism for large-scale events, focusing on key metrics around time to detect, triage, identify, and mitigate LSEs. The reports and dashboards developed from this design are used for executive reporting.
- Designed a standardized Incident Scorecard to deliver incident metrics to OCI’s strategic customers, with the goal of automating the creation of this scorecard for each strategic customer in real time, by customer-engaging teams.
- Owned and led the Problem Trends Initiative, with the primary goal of establishing an OCI-wide data framework to identify, track, and report trends to service teams and senior leadership.
Principal Technical Program Manager/Business Analyst – Team Lead
Oracle India Pvt. Ltd
06.2014 - 05.2022
- 4 IC resources reporting as Dotted line reports
- Joined as Inception Team member for this Org when the team was started in INDIA
- Mentor team to provide the best-in-class support for Provisioning process
- CoE for Customer Provisioning Escalations and Oracle Customer Support
- Provides programs to improve operational efficiency, consistency, and compliance in support of the organizations financial and tactical business objectives within Oracle's Cloud Provisioning team
- Handling Escalations and Providing the Solution as Subject matter Expert related complex provisioning issues
- Worked on Oracle Acquisitions and mergers for System Integrations from Order to Provisioning Cloud Service Delivery of Oracle Cloud Services
Global Sales Operations Analyst
Oracle India Pvt. Ltd
01.2009 - 05.2014
- Providing L2 Application Support for Sibel CRM, Fusion CRM, CPQ Quoting, Web quoting (is a part of Oracle SCM) Cloud SAAS and Other Sales Applications used by the users within the organization through Hotline, Chat, Ticketing, & Email Correspondence, Service Request, Service Portal etc
- Process Development and Improvements to streamline the sales systems used by sales Organization
Internal Recruiting Specialist
SAI People Solutions Pvt. Ltd
Hyderabad
01.2008 - 12.2008
- Research, identify and qualify candidates for client’s open IT job positions
- Work with hiring managers to define job requirements, outline job postings
Customer Care Representative
Magus Pvt. Ltd
Hyderabad
03.2007 - 12.2007
- Attending customer telephone calls regarding telecom issues.
- Creating tickets for unresolved issues and assigning them to IT teams for Level 2 support.
Education
MBA - Information Systems
Sikkim Manipal University
Skills
- Deep knowledge of end-to-end system integrations for service delivery and ticketing systems
- Cloud provisioning and infrastructure operations
- Strategic planning
- Analytical and problem-solving skills
Certification
ITIL Foundation Certified, 02305065-01-QIZB, ITIL/IN076253
Accomplishments
- Represented school in Cricket Tournament District Inter School Sports
- Captained School Team in Inter-Corporate School Cricket Leagues
Hobbies and Interests
- Exercising
- Playing Cricket and Badminton
Career Achievements
- Transitioned multiple processes within a short span of time utilizing the expertise in the process knowledge and interpretation skills.
- Customer Services Pacesetter Award, 2021
- Business Enabler Award, 2021, Provided by External Team in Oracle.
- Customer Services Pacesetter Team Award, 2021, 2022
- Quarterly Outstanding Services Award, 2020, Q1, with Oracle Applications Lab team.
- Awards from Business team CULTURE CATALYST, 2021, Q1
- PDIT Excellence Award for best performance, 2015, Q4
- SPOC for Oracle Cloud Provisioning Operations
- Spot award for knowledge transition and cutting down the escalations for the Oracle Cloud Provisioning Operations.
Timeline
Senior Principal Technical Program Manager/Business Analyst
Oracle India Pvt. Ltd
06.2022 - Current
Principal Technical Program Manager/Business Analyst – Team Lead
Oracle India Pvt. Ltd
06.2014 - 05.2022
Global Sales Operations Analyst
Oracle India Pvt. Ltd
01.2009 - 05.2014
Internal Recruiting Specialist
SAI People Solutions Pvt. Ltd
01.2008 - 12.2008
Customer Care Representative
Magus Pvt. Ltd
03.2007 - 12.2007
MBA - Information Systems
Sikkim Manipal University
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