Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

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
Hyderabad
07-2009

Bachelor of Science - Mathematics, Statistics, CS

Sri Venkateswara Degree College
Kadapa
04-2006

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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SRI RAMANA POLEPALLI