Srinivasa Rao Nalluri
Ongole
Summary
Accomplished IT Service Management specialist with 6+ years of experience implementing ITIL best practices across telecommunications, IT services, and enterprise environments. Adept in incident and problem management, change processes, and service catalog governance. Proven expertise in driving major incident resolution, managing regional vendor teams, and improving service operations through SLA tracking, documentation, and cross-functional collaboration. Known for operational discipline, stakeholder communication, and process improvement leadership.
Overview
6
6
years of professional experience
Work History
IT Analyst
Tata Consultancy Services
BANGALORE
09.2024 - Current
- Acted as the single point of contact for high-priority (P1/P0) incidents, leading bridge calls, engaging resolvers, and restoring services with urgency and structure. Owned and executed root cause analysis (RCA), maintaining the Known Error Database and tracking recurring incidents for proactive fixes. Managed the complete change lifecycle: risk assessments, CAB coordination, approvals, implementations, and PIR documentation. Led the design and governance of a structured Service Catalog, ensuring standardized service definitions and improved user request clarity. Delivered weekly and monthly SLA/OLA performance reports, identifying trends, and supporting leadership in data-driven decisions. Supervised end-to-end service request fulfillment, maintaining accuracy, prioritization, and timely delivery, aligned with SLAs. Trained new joiners and junior analysts in ITIL process adherence, tooling (ServiceNow), and stakeholder handling. Managed a vast portfolio of regional and global vendors, ensuring timely escalations, performance monitoring, and coordinated resolution in SIAM setups. Created operational dashboards and reports in ServiceNow and Excel to improve visibility into performance and breach trends. Drove initiatives in continuous improvement, reducing ticket backlogs, enhancing compliance readiness, and improving MTTR. Consistently received internal recognition and stakeholder commendation for reliability, ownership, and impact.
Consultant
Capgemini Technology Services India Limited
BANGALORE
04.2023 - 07.2024
Problem Manager
Diensten Tech LTD
BANGALORE
07.2022 - 04.2023
Senior Process Executive
Infosys BPM
BANGALORE
02.2019 - 07.2022
Education
Bachelor of Commerce - Business Administration And Management
Acharya Nagarjuna University
Guntur 08-2018
Skills
- Service lifecycle
- Management of major incidents and problem resolution
- Change management and CAB facilitation
- Service request fulfillment
- Service catalog governance
- Vendor performance oversight (global regions) SLA/OLA tracking and reporting (weekly and monthly)
- Stakeholder communication and escalation handling
- Training, onboarding, and process documentation
- Continuous Service Improvement (CSI)
Languages
Telugu
First Language
English
Advanced (C1)
C1
Hindi
Elementary (A2)
A2
Accomplishments
- Client award, Q1 FY 2019-20
- Spot award, Q4 FY 2021
- Best Performer Award in TCS, Q4 2024
Timeline
IT Analyst
Tata Consultancy Services
09.2024 - Current
Consultant
Capgemini Technology Services India Limited
04.2023 - 07.2024
Problem Manager
Diensten Tech LTD
07.2022 - 04.2023
Senior Process Executive
Infosys BPM
02.2019 - 07.2022
Bachelor of Commerce - Business Administration And Management
Acharya Nagarjuna University
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