Python
SRI RAMANA POLEPALLI
Service Manager
Bangalore
Summary
A result-oriented professional with over 15 years of experience in Application/Production Support Currently associated with Boeing India PVT Limited, Bangalore as Lead Customer Success Specialist Possess 5 years of experience, 6 years of experience for Goldman Sachs Ltd. (client) (2 years in USA and rest in India) and 4 years of experience with current Eurofins (across India, France and Germany) Comprehensive experience in Incident Management, Problem Management, Resource Management, Defect Analysis, Root Cause Analysis and monitoring the production batches Skilled in undertaking maintenance and production operations thereby enhancing the Support (User, Batch and System) to the projects Domain expertise in the Aviation industry managing the Crew Management Systems, banking sector on Capital Markets with Goldman Sachs (Client) and LIMS (Laboratory Information Management System) with Eurofins Expertise in managing incidents effectively in order to meet the SLAs Insightful in Capacity Management ensuring that the availability of resources during key testing phases by means of active monitoring of the environment components Monitoring batches by the end of the day and making sure all the milestones are complete as agreed by the Service level Proficient in Autosys Job Monitoring Tool, Shell Script, SQL Analytical and quality-oriented professional with an eye for detail
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
15
15
years of professional experience
6
6
years of post-secondary education
3
3
Languages
Work History
Lead Customer Success Specialist
Boeing
10.2019 - Current
- Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs.
- Enhanced team collaboration, sharing best practices and working together to resolve complex issues.
- Recognized as top performer, consistently meeting or exceeding key performance metrics for the department.
- Provided ongoing training sessions for clients in order to maximize software adoption and utilization.
- Led customer workshops and webinars to educate users on product features, updates, and best practices.
- Analyzed usage data to identify trends, anticipate challenges, and proactively address potential issues before they escalated.
- Improved response times by streamlining support processes and prioritizing urgent requests.
- Created product training plans centered on customer success and satisfaction.
- Helped customers improve results by recommending changes focused on lowering costs, increasing production, or adding new functionality.
Principal Product Support Specialist
Eurofins IT Solutions India PVT LTD
4 2016 - 09.2019
- Monitoring Level 1 and Level 2 Production, maintaining Autosys batches for 24 X 7 Live Production and QA Environments
- Undertaking incident management by fixing production issues and occurrence of sudden mal-situations and accordingly developing new documentation on the same; ensuring meeting of SLA Compliance during production process
- Examining and identifying the reasons of job failures; coordinating with Risk Analysts and various Market Risk teams to ensure on-time delivery of VAR numbers availability (8 AM Local Time/Region)
- Leading documentation using Best practices, Support processes and Escalation Protocols; performing tasks related to designing and quality development in tracing inefficient applications in the system
- Executing automation of manual tasks to improve productivity and remove user induced errors; decommissioning legacy feed sourcing and adopting the incremental processing technique for computing VaR
- Ensuring the operational environments according to defined service levels and availability of the applications which are recorded and measured by daily checks and health monitoring
- Tracking the frequent occurring incidents and identifying the root cause or escalation with the development team and following till the resolution
- Managing Daily System Status (Emails and Voice mails), System Health trends (Score Card) and Production Incident Management Summary
- Supervising the process operations and ensuring meeting of quality parameters; managing timely migration of code changes as per Clients requirements
- Heading the technology resources of the company & establishing a team, imparting orientation & training
- Planning, organizing and controlling daily operations along with implementing, operating and leading technology solutions in a complex environment
- Adhering to quality and timeliness of the deliverables & reporting the project’s progress and escalating issues
- Interacting with peer groups, other senior level executives as needed in delivering the objectives for the production operations unit assigned; maintaining effective relationships with core and extended program team members, peers and business managers
- Ensuring the project activities, as may be assigned, are completed within established time; monitoring alerts and systems events are assessed, prioritized, and managed
- Managing client impacting incidents including business impact assessment, technical resolution, engagement, and communications; coordinating in scheduling of personnel to ensure optimal and adequate shift coverage; driving the implementation and adherence to incident, problem, and change management processes
- Performing 1st and 2nd level support for application and platform incidents as needed; viewing potential client impacting incidents are identified and remediated prior to client impact or remediated as soon as possible after issues arise; building and maintaining strong relationships with technology teams to identify process improvement opportunities
- Collaborating with technology teams and Analysts to understand application functions and related downstream processing components; driving continuous improvement of services and processes in order to increase platform stability and realize operational efficiencies; participating in post incident reviews for client impacting incidents
- Closely working with Change Management/ Release Managers on the evaluation of change events; developing and maintaining process and procedure documentation (knowledge management); collaborating with technology and business partners to continuously identify proactive monitoring and health check opportunities
- Contributing in the evaluation, implementation, and ongoing maintenance of monitoring tools used; providing technical and procedural training, coaching and guidance to support analysts; imparting assistance to the manager in resolving high level conflicts or program issues by making decisions or negotiating with affected senior management
- Ensuring completion of the project activities within the set time and budgets, and ensuring objectives conformation with the corporation's overall standards and operations objectives; serving as a backup to the manager when the manager is unavailable, including any necessary interaction with senior managers; driving development and adherence with Service Level Agreements (SLAs) for the unit
- Coordinating in completion of 'Fire Drills' or other team practices that drive increased team capabilities and results; monitoring the compliance with administrative practices and objectives made some changes in the gaps required and resending the same
Technology Analyst
Infosys Limited
01.2013 - 03.2016
Sr. Software Engineer
Infosys Limited
10.2011 - 12.2012
System Engineer
Infosys Limited
11.2009 - 09.2011
Software Engineer
Infosys Limited
07.2009 - 10.2009
Education
B.Sc. - Math/Statistics/Computer Science
Sri Venkateswara Degree College
01.2003 - 01.2006
MCA -
Matrusri Institute of PG Studies
01.2006 - 01.2009
Skills
Application Support
Mailingaddress
Sekhar Olympus, C 403, Horamavu, Bangalore, Karnataka, 560043
Personal Information
Date of Birth: 04/04/86
Extracurricular Activities
NCC Cadet, 3 years (2003-2006), NCC 'C' Certificate with 'Corporal' Rank Attended four state level NCC camps
Projects
Market Risk Technology, Goldman Sachs, 12, 10/01/09, Present, UNIX-Linux, Windows, Core Java, Shell Scripting, Perl, Oracle, DB2 eLIMS-NG (Next Generation), Eurofins IT Solutions Pvt LTD, 10, 04/01/16, Present, Windows, C#, ASP.NET, MVC, SQL Server
Applicationpreferences
BFSI, Telecom, Manufacturing, Bengaluru
Software
Timeline
Lead Customer Success Specialist
Boeing
10.2019 - Current
Technology Analyst
Infosys Limited
01.2013 - 03.2016
Sr. Software Engineer
Infosys Limited
10.2011 - 12.2012
System Engineer
Infosys Limited
11.2009 - 09.2011
Software Engineer
Infosys Limited
07.2009 - 10.2009
MCA -
Matrusri Institute of PG Studies
01.2006 - 01.2009
B.Sc. - Math/Statistics/Computer Science
Sri Venkateswara Degree College
01.2003 - 01.2006
Principal Product Support Specialist
Eurofins IT Solutions India PVT LTD
4 2016 - 09.2019
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