Servicenow
VENKATARAMANAMURTY KOTRA
Bengaluru
Summary
Over 28Year’ experience in IT Industry with key experience in Consulting, Delivery, Banking, Hitech, Retail industries. Establishing framework in Agility for Operations delivered operations efficiency of 25% from technology and people utilisation. Developing Integrated Operating models by leveraging breadth of experience in frameworks & Standards (ITIL, IT4IT, SRE, DevOps) in a multivendor scenario. Experience in IT Service Management technical and Functional Consulting: Process Design, Implementation for multivendor scenarios across geographies with Experience on Infrastructure Ops, Cloud Ops and Application Operations. Managed IT SM Transitions and Transformations for large consulting firms Domain experience in Service Desk, Data Center Services, Application Support Services. Establishing stabilization and delivery execution controls across multiple Service Lines. Instrumental in contract continuity and extensions by streamlining operations. Three Time Innovation Award winner (2018,2019,2020) at the unit level. Certified ITIL 4 MPT, DevOps, SIAM, Prince2Agile. Instrumental in defining Value Articulation framework & Value Realization framework which can be deployed across business segments.Delivered deals of more than 100 M in multiple geographies. Certified ITIL and Trained Over 40000 internally in with TCS people for ITIL V3 Foundation in the last 10 Years.
Overview
29
29
years of professional experience
4
4
Certifications
3
3
Languages
Work History
Reliability Engineering for IT Operations
National Bank India of TCS
07.2025 - Current
- Establishing observability strategy for api and microservices for mobile application
- Define and alignment on sla definition
- Document ITSM process and sop for teams to consume
- Defining and standardizing the environment and establishing the strategy for the pipeline deployments
Domain Lead Focus Group for Service Assurance
TCS Enterprise Private Cloud Unit
08.2023 - 07.2025
- Establish the framework and process for Onboarding and Operating the customers on TCS Enterprise Cloud. Reducing the onboarding time from 3 months to 4 weeks.
- Defined the standards for common minimum standards and process for ITSM process in ServiceNow for BFS, Retail, Manufacturing relationships. Leading to reduction in outage durations.
- Established the 7 phase cloud value chains and value articulation practices
- Handling RED Projects and defining roadmaps for transformations to stabilize operations and maintain contract retention
- Audit for Large IT Operations with multiple service
- Mentoring teams to drive major incidents, evaluate changes, enable event management and proactive problem management.
Domain Lead Focus Group for Service Operations & Service Transition Process for Global IT SM Practice, IT IS Unit
TCS
08.2016 - 08.2023
- Define standards across TCS IT IS projects for Service Operations and Transition Process
- Lead of Sales and Solution’s teams for large deals involving Service Transformation for Process and Tools
- Review TCS relationships on operational Challenges for streamline them as per TCS standards
- Defined integrated Operating Models for the customers
- Mentoring teams to drive major incidents, evaluate changes, enable event management and proactive problem management
- Established the Software Asset, Hardware Asset, Consumables and Peripherals controls
- Define the Tools Strategy and Process strategy for TCS Infrastructures projects
- Defined strategy and roadmap for Cloud Service Management policies framework and process
- Developing Bi Modal strategy in multiple dimensions for cloud delivery
- Managing Global IT SM for Cloud accounts
- Developed the TCS RiO Master Level Practices
Multiple Roles
General Electric Multiple Companies
04.1997 - 07.2023
- Project Manager for a Fleet Credit organizations
- Application Support Specialist and lead for Client Server based applications
IT Service Management Deployment and Operations
Global Professional Services Company LLC
08.2010 - 08.2016
- Developing and Implementing IT Strategy and Road map for IT Tools Implementation for IT Operations and delivery
- Defined and implementing Strategies for Synergized Operations for 6 itsm process of TCS for 23 Countries in servicenow
IT Service Management Transformation Practice
US based fortune 500 financial services company
02.2008 - 08.2010
- Creating and Executing IT Strategy road map for IT Service Management
- Identifying KPIs and Goals for IT Service Transition and Operations
- Integrating Incident Management into the rest of Service Management Processes & Function
- Establishing early warning systems for proactive alerting of financials and brokerage applications
- Driving major incidents across platforms for resolution and getting root cause of them
Incident Manager Mainframe Services
fortune 500 financial services company
10.2004 - 02.2008
- Optimized Batch Process for client systems from 8hrs to 6 hrs there by achieving a TCO saves of 1 million per year.
- Improved Availability of Mainframe services there by through effective Capacity and Performance management
- Coordinated with multiple vendors to establish stand change deployment practices for mainframe applications
Team Lead, Analyst and Release Manager Multiple US and India Projects (Mainframe Fine Grain Authorization Module)
fortune 500 financial services company
07.2003 - 10.2004
- Release Manager Centralized fine grain Security Authorization module in Mainframe
- Application Support Specialist for Mainframe and Web based applications
Education
Bachelor of Engineering - Mechanical Engineering
Osmania University
Hyderabad, India01.1995
Skills
SOFTWARE LANGUAGES: Acquainted with cloud terminologies
Certification
ITIL V2 to ITIL 4 Foundations to Masters certifications
AWARDS AND RECOGNITION
2 Times Platinum guru and 2 Times Golden Guru Award 2021 to 2025, 3 Times Unit Level Innovation award 2018, 2020, 2022, 1 Time Start of the Year, 5 Times Star Team Award
Accomplishments
- Achieved [Result] through effectively helping with [Task].
- Collaborated with team of [Number] in the development of [Project name].
- Achieved [Result] by introducing [Software] for [Type] tasks.
- Resolved product issue through consumer testing.
- Supervised team of [Number] staff members.
Software
Office
BMC Heli
Timeline
Reliability Engineering for IT Operations
National Bank India of TCS
07.2025 - Current
Domain Lead Focus Group for Service Assurance
TCS Enterprise Private Cloud Unit
08.2023 - 07.2025
Domain Lead Focus Group for Service Operations & Service Transition Process for Global IT SM Practice, IT IS Unit
TCS
08.2016 - 08.2023
IT Service Management Deployment and Operations
Global Professional Services Company LLC
08.2010 - 08.2016
IT Service Management Transformation Practice
US based fortune 500 financial services company
02.2008 - 08.2010
Incident Manager Mainframe Services
fortune 500 financial services company
10.2004 - 02.2008
Team Lead, Analyst and Release Manager Multiple US and India Projects (Mainframe Fine Grain Authorization Module)
fortune 500 financial services company
07.2003 - 10.2004
Multiple Roles
General Electric Multiple Companies
04.1997 - 07.2023
Bachelor of Engineering - Mechanical Engineering
Osmania University