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