Ratna Prasad Singarapu

 Onboarding and Offboarding customer devices and sites on ServiceNow  Ensure Project deliverables are on time and within SLA  Successful transition of customers and CIs to ServiceNow  Collaborate with internal technical teams for timely closure of Project tasks  Client delivery management, SLA management, sending timely notifications to all stakeholders, meet and track KPIs on weekly/monthly basis

 Visited customer in Berlin, Germany twice on business trips  Identify opportunities for service improvement on a continual basis  Responsible for Daily/Weekly/Monthly KPI tracking for Incident/Problem/Change and SLM teams  Management of service level compliance through review and analysis of actual service performance against existing SLAs  Escalation Management, Producing RCA for Major Incidents

 Responsible for Network Operations Center from Offshore  Daily alert monitoring, Job scheduling and Creating incident tickets  Escalating functionally and hierarchically to solve an Incident within SLA  Did set up Major Incident Management team to handle service outages and sending executive notifications on timely basis to keep all stakeholders informed about infra structure alerts/incidents/problems

 Monitoring internal network status and application alarms on tools like CA Spectrum and Zenoss  Creating incident tickets and escalating them functionally to next level teams  Sending executive notification on timely basis with incident resolution status to all internal stakeholders Incident and Problem Management

Incident Management and Service Desk. Monitoring internal network status and application alarms on tools, creating incident tickets and escalating them functionally to next level teams. Sending executive notification on timely basis with incident resolution status to all internal stakeholders. Creating ARUBA credentials to customers for their access – part of Access Management.

Service Desk/Event & Incident Management Responsibilities includes Daily alert monitoring, job scheduling, creating tickets, escalating functionally and hierarchically to solve the Incident within SLA. Shift management as Shift leader to a team of 6 resources, work distribution to have 100% utilization of the resources.

Bio Chemistry/Bio Technology