SRI RAMANA POLEPALLI
Bangalore
Summary
Dynamic Service Manager at Boeing India with established expertise in SLA management and stakeholder engagement. Achieved over 95% SLA compliance while decreasing P1 incidents by 40%. Specialist in ITIL-based service delivery and continuous improvement, promoting collaboration across teams to elevate service quality and customer satisfaction.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Service Manager
Boeing India
Bangalore
10.2019 - Current
- Led high-impact service delivery for global aerospace systems, achieving a 95%+ SLA compliance consistently.
- Served as primary escalation point and orchestrated rapid incident resolution, reducing P1 issues by 40%.
- Conducted stakeholder reviews, mapped performance metrics (KPIs), and implemented actionable feedback loops.
- Developed and enforced SOPs for service health, proactively identifying bottlenecks using tools like Grafana, Kibana.
- Collaborated cross-functionally with process owners to optimize workflows, improve TATs, and deliver seamless user experience.
- Conducted regular training programs and implemented customer onboarding strategies, increasing product adoption.
- Championed structured customer engagement frameworks that improved CSAT from 4.5 to 4.8/5.
- Played a consultative role in Change Boards and Service Review meetings to align service enhancements with business goals.
Principal Product Support Specialist
Eurofins IT Solutions
Bangalore
04.2016 - 09.2019
- Owned production support for multiple applications across global time zones.
- Ensured incident containment and effective RCA delivery; reduced P1 volumes by 40%.
- Managed service continuity through shift planning, workload balancing, and real-time incident prioritization.
- Partnered with global stakeholders to build SLAs and improve process documentation and compliance.
- Implemented a knowledge base system and streamlined communication across support teams, improving resolution efficiency.
Technology Analyst
Infosys Ltd
Hyderabad
07.2009 - 03.2016
- Delivered 24/7 production support in investment banking environments.
- Collaborated with market risk teams and ensured timely compliance reporting.
- Optimized batch job execution using Autosys and reduced job failure turnaround times significantly.
Education
Master of Computer Applications -
Matrusri Institute of PG Studies
Hyderabad07-2009
Bachelor of Science - Mathematics, Statistics, CS
Sri Venkateswara Degree College
Kadapa04-2006
Skills
- SLA and KPI management
- Stakeholder engagement and escalation
- Global service operations
- Data-driven performance management
- ITIL-based service delivery
- Continuous improvement and analysis
- Incident and problem management
- Change and risk management
- Leadership and collaboration
- ServiceNow, JIRA, Confluence, Grafana, Kibana, Slack, Autosys, SQL, Windows/Linux
Certification
- Certified Customer Success Manager (Level 2) – SuccessCOACHING
- Certified Scrum Product Owner (CSPO) – Scrum Alliance
- ITIL Foundation – AXELOS
Timeline
Service Manager
Boeing India
10.2019 - Current
Principal Product Support Specialist
Eurofins IT Solutions
04.2016 - 09.2019
Technology Analyst
Infosys Ltd
07.2009 - 03.2016
Master of Computer Applications -
Matrusri Institute of PG Studies
Bachelor of Science - Mathematics, Statistics, CS
Sri Venkateswara Degree College
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