Thyagaraja Pernadka Email & Phone Number

Bengaluru Area, India

● Improved the change request success rate to 99.9% by channelising the internal communication, review and approval process along with close monitoring of the steps involved.● Reduced the number of customer tickets by 30% by introducing a new process in ticket management for the customers & app team.● Reduced the number of emergency changes by 30% by closely working with Development team, Infra and Support teams with proper scheduling, follow-ups and escalations.AWARDS:● 2021 syncXcellence award● 2020 High Potential Program● 2019 Above and Beyond

Bengaluru Area, India

● Prepare and develop readiness and supportability of Service Operations for the applications/ systems.● Design and implementation of the Support model.● Develop and prepare to deploy Service Operation.● Manage Training and knowledge transfer to the support team(s).● Defining SLA, OLA in the contracts.● Handover of new IT service or an adjustment to IT and/or existing IT Service into the support organization.

Bangalore

Service Delivery Manager: APRIL 2015 - JANUARY 2016● Incident, Change and Problem Management● Infrastructure Support management● Weekly Service Management meeting with customers● TeamBudgeting and Tracking● Capacity management for critical applicationsApplication Support Manager &Infrastructure Architect: JUNE 2013 -MARCH 2015● Transitioned all OPS activities and Infrastructure functionalities from PDC to IDC (40 MC and 82 non-MC) applications with 24/7 support. Implemented Service Management, Release management and continuous improvement plans for the transitioned apps.● Automating contractor onboarding process saving ~321million USD per year.● Lead GetWellPlan initiative by implementing MBAC, Wily, BMT, Patrol and custom scripts. Total 950 alerts, preventing ~158 sev2 outages in a year with a savings of 83520 USD per annum● Automations: 60 scripts – saving 2.5 million $ per annum, Prevented Outages: more than 80 sev2● TIcket Management: More than 80 AOTS tickets and more than 35 UAM requests. More than 45 Sev2s with completed RCA within SLA.Application Support & Infrastructure Lead: FEBRUARY 2005 - MAY 2013● Reduced ticket volume from 6250 tickets per month(average) to 200 tickets per month● 60 automations per year ~ 3 million USD per year (1hr=50$ onshore/offshore). 80 Sev1/sev2 Preventive Outages● DR plan for BSLD set of applications saving ~ 750$ for the company by maintaining the tape storage.● Decommissioned 32 unwanted batch jobs and 14 applications (~80k USD savings per year)● Coded, designed and Moved 41 ADG Dot Net batch jobs from windows server to UNIX server ● An average of 3000 Problem tickets were handled and resolved within SLA per year● An average of 100 defect-free Change Requests were handled per year ● RCA handled and Provided permanent fix for 20 outages per year on average