Srinivasa Rao Nalluri
Ongole
Summary
Results-driven IT Analyst specializing in ITIL and Service Integration Management at Tata Consultancy Services. Demonstrated success in major incident resolution and problem management, significantly enhancing service delivery and stakeholder satisfaction. Expert in vendor coordination and strategic sourcing, with a reputation for exceptional performance and strong communication skills. Career aspirations include further leadership roles in IT service management to drive operational excellence.
Overview
6
6
years of professional experience
Work History
IT Analyst
Tata Consultancy Services
Bangalore
09.2024 - Current
- Managing Major Incidents in a 24x7 environment, ensuring minimal impact to critical services
- Leading end-to-end Problem Management, from detection to RCA and permanent fix implementation
- Handling Service Request and Service Catalogue Management with focus on SLA adherence
- Interfacing with multiple vendors and stakeholders under SIAM to coordinate incident resolution
- Preparing and presenting WSRs, SLAs, and vendor performance metrics
- Driving continuous improvements based on trend analysis and incident reviews.
Consultant
Capgemini
04.2023 - 07.2024
- Delivered Incident, Problem Management, and Service Catalogue Design
- Processed and monitored Service Requests, ensured quality and SLA alignment
- Participated in Change Advisory Board (CAB) meetings and coordinated minor changes
- Maintained Known Error Database (KEDB) and proactively prevented repeat incidents
- Developed and delivered reports for internal and external stakeholders
- Worked within a SIAM model, collaborating with multiple vendors
- Client: Neste (Oil & Gas Client)
Problem Manager
Diensten Tech LTD
Bangalore
08.2022 - 04.2023
- Streamlined problem management systems.
- Oversaw Service Requests and verified adherence to service level agreements.
- Coordinated minor adjustments during CAB sessions.
- Supported KEDB maintenance to avoid recurring incidents.
- Produced detailed reports tailored for internal and external audiences.
- Operated under a SIAM model, coordinating efforts among several external vendors.
- Managed client relationship at Capgemini.
Senior Process Executive
Infosys
02.2019 - 07.2022
- Worked across multiple ITIL processes including:
- Problem Management
- Strategic Sourcing & Vendor Coordination
- Invoice Validation & Escalation Management
- Acted as an Escalation Expert for long-pending vendor payments and procurement delays
- Assisted in cost tracking and spend optimization using internal tools and Excel-based automation
- Liaised with global teams and vendors to resolve operational bottlenecks
- Client: Orange Business Services (Telecom Client)
- Received 'Best Performer Award' for exemplary service performance and issue resolution
Education
Bachelor's Degree - B.com (Computer Applications)
Acharya Nagarjuna University
Guntur08-2018
Skills
- ITIL Framework
- Service Integration and Management
- Incident Management
- Major Incident Management
- Problem Management
- Change Coordination
- Release Coordination
- Service Request Management
- Service Catalogue Management
- Strategic Sourcing
- Vendor Management
- Invoice Validation
- Escalation Handling
- ODBC
Awards
- Client Award, Q1 FY 19-20
- Spot Award, Q4 FY 21
- Best Performer Award in TCS, Q4 24
Languages
- English
- Hindi
- Telugu
Personal Information
- Date of Birth: 05/08/95
- Nationality: Indian
- Marital Status: Single
Accomplishments
· Received Client Award Q1 FY 2020
· Spot Award Q4 FY 2021
· Best performer award in TCS Q4 FY 2024
Languages
Telugu
First Language
English
Advanced (C1)
C1
Hindi
Elementary (A2)
A2
Timeline
IT Analyst
Tata Consultancy Services
09.2024 - Current
Consultant
Capgemini
04.2023 - 07.2024
Problem Manager
Diensten Tech LTD
08.2022 - 04.2023
Senior Process Executive
Infosys
02.2019 - 07.2022
Bachelor's Degree - B.com (Computer Applications)
Acharya Nagarjuna University
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