Srinu Sandeep Gali
Hyderabad
Summary
Dynamic ServiceNow Platform Manager at Carrier with a proven track record in aligning IT services with business goals. Expert in platform management and change management, I drive enhancements that boost user engagement and optimize performance. Passionate about problem resolution and fostering strong customer relationships to elevate service delivery.
Overview
14
14
years of professional experience
5
5
Certifications
Work History
Service Now Platform Manager
Carrier
12.2023 - Current
- Aligned platform capabilities with business goals and digital transformation initiatives.
- Led governance forums to prioritize enhancements, manage risks, and ensure compliance with licensing standards.
- Translated business needs into measurable IT service expectations.
- Upgraded service portal to Employee Center Pro, enhancing user experience.
- Designed processes for skip-level platform upgrades based on business requirements.
- Managed platform enhancements to support organizational objectives and boost user engagement.
- Implemented predictive intelligence routing, reducing ITSM ticket reassignments and incident reopen rates by 40%.
- Facilitated development of an in-house chatbot, decreasing costs by 30% and improving virtual agent usability.
Service Request Manager
Carrier
10.2023 - Current
- Implemented and maintained automated request workflows in ServiceNow, enhancing operational efficiency.
- Achieved 28% reduction in operations costs through automation of O365 workstream service requests.
- Streamlined PR/PO processes for finance teams via catalog integration.
- Created CXO dashboards and conducted monthly SIP reviews with workstream leads.
- Collaborated with stakeholders to optimize approval chains, minimizing turnaround times.
- Supported system integration efforts aligning with enterprise service delivery objectives.
- Monitored assignment groups and task queues for effective workload management.
- Ensured accurate categorization and routing of requests to appropriate teams.
Service Level Manager
Carrier
10.2022 - 11.2024
- Translated business needs into measurable IT service expectations.
- Ensured adherence to Service Level Targets and Objectives within SLA.
- Tracked key KPIs, achieving 20% and 10% reductions in incidents over two years.
- Developed a data analytics tool with Power BI to present monthly trends.
- Reviewed performance data to identify opportunities for improvement.
- Led service reviews and initiatives to enhance customer satisfaction.
- Promoted ownership and accountability across support functions.
- Facilitated effective communication between service providers and consumers.
Data Steward/Data Custodian
CGI
09.2018 - 09.2022
- Involved in the platform transition from ITSM Remedy to ServiceNow implementation.
- Oversaw data transactions within smart hub application to ensure accuracy and efficiency.
- Managed support during Major Infrastructure Outages (MIOs) for prompt resolution.
- Tracked application performance and reported health status regularly.
- Collaborated with cross-functional teams to develop and implement data governance policies and practices.
Problem Manager
CGI
01.2020 - 12.2021
- Established problem management framework for Bell Media and Bell Aliant clients from inception.
- Executed proactive and reactive problem manager roles to enhance service delivery.
- Conducted Pareto analysis across applications to minimize incident creation.
- Facilitated 5 WHY and fishbone analyses to identify effective problem solutions.
- Organized management reviews and led meetings to drive continuous improvement.
- Updated known error database to maintain accurate records.
- Collaborated with change management team on potential implementation changes.
- Analyzed incident trends regularly to identify recurring problems and improve client services.
Service Level Manager, Business Analyst
CGI
11.2015 - 12.2019
- Maintained and enhanced internal service management tools based on emerging requirements.
- Utilized DB tools for report extraction and data manipulation.
- Developed various client and management dashboards using SQL Server and Excel.
- Scheduled automated reports from ticket extraction tool to streamline processes.
- Managed applications repository, ensuring profiles remained current with necessary updates.
- Generated ad-hoc reports as requested by management and onshore teams.
- Prepared weekly and monthly metric summary reports, automating processes wherever possible.
Service Level Manager
CGI
06.2012 - 11.2018
- Created and secured approvals for Service Level Agreement structures.
- Ensured compliance with Service Level Targets and Service Level Objectives within SLAs.
- Maintained up-to-date templates for Service Level Management processes.
- Completed and validated Application Performance Reporting inputs for all production applications.
- Monitored availability and reliability targets, conducting reviews with clients when discrepancies arose.
- Conducted project risk analysis, reporting findings to the team for mitigation strategies.
- Facilitated Service Reviews and meetings focused on continuous improvement initiatives.
- Drafted, negotiated, and refined SLAs to align business requirements with stakeholder agreements.
Education
Bachelors of Technology (B. TECH) - Computer Science and Engineering
JNTU University
Hyderabad05-2011
Skills
- ServiceNow expertise
- ITIL practices
- Project management
- Change management
- Data governance
- Asana JIRA
- Data analytics
- Microsoft Excel Reporting champion
- Power BI
Accomplishments
Carrier
• Leadership Award
• Bryant Award *2
• Titan Award
CGI
• Silver Award for best performance for Q3 in 2021
• Bronze Award for best performance for Q2 in 2019
• Pegasus Award for Q3 in 2016
• Pat on the Back Award
• Best Community Team Award in 2015
• Best Community Individual Award in 2014
• Best Community Team Award in 2013
• Leadership Award
• Bryant Award *2
• Titan Award
CGI
• Silver Award for best performance for Q3 in 2021
• Bronze Award for best performance for Q2 in 2019
• Pegasus Award for Q3 in 2016
• Pat on the Back Award
• Best Community Team Award in 2015
• Best Community Individual Award in 2014
• Best Community Team Award in 2013
Languages
English | Hindi | Telugu | Urdu
Certification
Certified Scrum Developer (CSD)
Disclaimer
1/12/25, Hyderabad, Srinu Sandeep Gali
Timeline
Service Now Platform Manager
Carrier
12.2023 - Current
Service Request Manager
Carrier
10.2023 - Current
Service Level Manager
Carrier
10.2022 - 11.2024
Problem Manager
CGI
01.2020 - 12.2021
Data Steward/Data Custodian
CGI
09.2018 - 09.2022
Service Level Manager, Business Analyst
CGI
11.2015 - 12.2019
Service Level Manager
CGI
06.2012 - 11.2018
Bachelors of Technology (B. TECH) - Computer Science and Engineering
JNTU University