Sudheer Kumar Karanam
Hyderabad
Summary
To engage in a career that will allow for progress in terms of expertise, socio- economic development, and innovation through exposure to new ideas for professional growth, as well as the growth of the company.
Overview
5
5
years of professional experience
Work History
Major Incident Manager
Wipro Technologies
Hyderabad
03.2022 - Current
- Handled Bridge call with Clients and Vendors
- Responsible for meeting agreed Service Level Agreements (SLA) on Turn around Time (TAT) with accuracy coordinating with clients through mails to resolve issue
- In depth knowledge of coordinating activities between the various 3rd party vendors associated with the project, technical operations teams
- Worked as Incident Manager, acting as a single point of contact for all the P1 incidents and held responsible for remediation of the issue
- Ensuring the Incident Management process is carefully followed and all risks are identified through risk assessment
- Analyzing adequacy of changes to business
- Provided ultimate ownership and responsibility for end to end Management activities for all Severity 1 & 2 incidents
- Producing Information including KPIs and Reports
- Monitoring the effectiveness of incident management and making recommendations for improvement
- Driving, developing, managing and maintaining the major incident process and associated procedure’s
- Perform as primary interface for Global Management with regards to customer escalations
- Review and identify root cause for all escalated service requests and use this information to improve continuously within service delivery teams
- Analyses and reports statistical data and trends relating to service level compliance and operational effectiveness
Incident Manager
Axis Bank Ltd
09.2019 - 03.2022
- Manage end to end Ownership on Major Incident Management (MI)
- Manage the governance of the life cycle of changes and make sure that only authorized changes are implemented
- Employee Engagement and Leadership Engagement - Hosted CAB and E-CAB Meeting with Change advisory board (CAB) to discuss high risk changes
- Responsible to ensure the client is compliant with the relevant IT controls and information security standards & baselines
- Evaluating the existing processes and procedures to ensure that Change Management is being carried out in the most efficient and effective manner and initiating corrective actions, as required
- Document RCA and Next steps along with owners and follow-up with owners for smooth closure
- Own key metrics of Mean time to acknowledge (MTTA)and Mean time to Resolve(MTTR), Number of incidents and Avg down time for major incidents
Education
Post-Graduate - Finace
Manipal University
PGDBM09-2019
B.Tech - Information Technology
Malla Reddy College of Engineering
Hyderabad11-2013
Skills
- Service Now
- BMC Remedy
- Critical Thinking
- Time management
- Public Speaking
- Interpersonal Skills
- Client Reporting
- SQL
- Salesforce
- MS Office
- Power Point
- Xmatters
Hobbies and Interests
- Cricket
- Travelling
- News Reading
Languages
Telugu
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Timeline
Major Incident Manager
Wipro Technologies
03.2022 - Current
Incident Manager
Axis Bank Ltd
09.2019 - 03.2022
Post-Graduate - Finace
Manipal University
B.Tech - Information Technology
Malla Reddy College of Engineering
Similar Profiles
Sourav PalSourav Pal
Senior Software Engineer at Wipro Technologies, WiproSenior Software Engineer at Wipro Technologies, Wipro
Abhishek PawarAbhishek Pawar
Financial Analyst at Wipro TechnologiesFinancial Analyst at Wipro Technologies
PRIYANKA GOPUPRIYANKA GOPU
Manual QA Engineer at Wipro TechnologiesManual QA Engineer at Wipro Technologies