Years of professional experience.
Hi, I’m
Sriram Prabhu M
Operations Lead | Senior Software Engineer | COMCAST
Chennai,TN
Summary
As an experienced Operational Lead with over 8.3 years of expertise in Incident Management, IT Service Desk Operations, Escalation Management, and Client Relationship Management, I aim to leverage my leadership, technical skills, and project management experience to deliver high-quality results. My recent training in AWS and
DevOps, along with proficiency in ServiceNow, JIRA and cloud
technologies, allows me to drive technical innovations and
manage complex projects. I am eager to bring my strong
technical background and leadership abilities to a Senior Managerial Role where I can contribute to high-impact
projects and the development of innovative solutions.
Overview
8
1
ITIL V4 FOUNDATION: completed.
Work History
COMCAST INDIA
Operations Lead
10.2023 - 11.2024
Job overview
- Lead and mentor an Incident Management team of 11 members, ensuring rapid response and resolution of tier 1 job failures using ServiceNow and AWS Airflow .
- Integrated AWS and DevOps to streamline operational processes, enhancing automation for incident management workflows.
- Spearheaded project enhancements for ServiceNow platform, optimizing incident tracking , creating reports , and improving MTTD (Mean Time to Detect) for critical incidents.
- Led weekly status reporting to onshore management, covering performance metrics and project progress.
- Coordinated cross-functional teams and developed knowledge base articles to ensure process consistency and reduce response time for recurring incidents.
- Identify and mitigate risks associated with DR strategies and associate backup technologies, cloud platforms, and virtualized environments.
- Oversee DR testing schedules and ensure they align with business objectives and also guided and manage cross-functional teams during critical situations.
TCS
Senior Subject Matter Expert
06.2021 - 07.2022
Job overview
- Promoted to Senior Subject Matter Expert for consistently delivering high-quality outcomes, achieving zero escalations.
- Managed critical SLAs during outages and directly interacted with clients to resolve escalations using tools like Helix , ServiceNow , JIRA , and Active Directory .
- Led and mentored teams to ensure operational efficiency and compliance with ITIL methodologies, providing individual feedback on incident quality and response time.
- Developed knowledge articles and training materials to improve team understanding and ensure compliance with best practices.
INFINITE COMPUTER SOLUTIONS (INDIA) LIMITED
Senior System Engineer
11.2019 - 02.2021
Job overview
- Provided technical support and incident management for Verizon global clients, ensuring high customer satisfaction and timely resolution of issues.
- Collaborated with back-end teams for ticket resolution and improved user trust by ensuring consistent first-level support .
- Maintained high-resolution rates for technical issues, using ServiceNow to track incidents and responses.
TECH MAHINDRA LIMITED
Technical Support Executive
04.2018 - 07.2019
Job overview
- Delivered technical support to end-users, focusing on software and hardware issues .
- Consistently received “Pursuit of Excellence” award for exceptional service, ensuring minimal downtime for clients.
- Handled complex customer inquiries and complaints, ensuring swift and effective solutions.
RCK TECHIEES TECHNOLOGY, AND CONSULTING
Technical Support
08.2017 - 01.2018
Job overview
- Analyzed business potential, created and implemented plans to drive sales, supplement turnover, and achieved desired targets
- Developed new revenue streams and maintained relationships with customers to achieve repeat and referral business
- Conducted competitor analysis by keeping abreast of market trends and competitors' moves to achieve market share metrics; evolved market segmentation and penetration strategies to achieve targets
- Mapped client's needs, identified improvement areas and implemented measures to maximize customer satisfaction levels
- Managed service operations to deliver quality services, providing first-line customer support by answering queries, resolving issues, and ensuring minimum TAT
INDIAN INSTITUTE OF TECHNOLOGY-MADRAS (IIT-MADRAS)
Research Analyst
07.2014 - 07.2016
Job overview
- Conducted research on the 'Effect of Retained Austenite on Rolling Contact Fatigue Life of AISI 52100 Bearing Steel' under the guidance of Dr
- M
- Kamaraj, Professor and Head, Department of Metallurgical and Materials Engineering, Indian Institute of Technology Madras, Chennai
- Analyzed and interpreted experimental data using statistical software and presented findings in reports and presentations
Education
National Institute of TechnologyTiruchi, India
Bachelor of Technology
04.2001
Skills
Expertise in ServiceNow (NOW platform), ITSM, CSM, CMDB, HRSD, ITOM, ITBM, Discovery
Critical Incident Management
Escalation Management
Web Services & API Integration
DevOps and Cloud Technologies (AWS, Docker, Terraform)
Disaster Recovery (DR) Management, Risk Mitigation, Business Continuity
Technical Documentation & Knowledge Base Articles
Project Management
Team Leadership (Leading teams of 15 members)
IT Service desk operations
SLA Analysis
RCA Analysis
Certification
ITIL V4 Foundation – Certified in IT Service Management best practices and methodologies.
Projects
- ServiceNow Integration: Automated the incident management process through ServiceNow integration, reducing MTTD and improving incident tracking and reporting.
- Cloud Platform Integration: Led the migration of critical jobs from legacy systems to a unified AWS Airflow platform, reducing operational delays and enhancing system scalability.
Technical Proficiencies:
- Tools: ServiceNow, AWS Airflow, Informatica, JIRA, Helix, Git Bash, Teradata SQL, DBViewer, XGears
- Databases: Oracle, MySQL, Teradata
- Cloud: AWS, Docker, kubernetes.
- Operating Systems: Windows, Linux, Ubuntu
Availability For Interview: Monday to Saturday from 10:00 AM – 09:00 PM. To Start: Immediate Joiner Location: Chennai, India / Also prefer remote.
Declaration:
I hereby confirm that the details provided above are true and accurate to the best of my knowledge.