Sai Pranav Atla

Experience

• 

  IBM

  Aug 2015 - Sept 2018

  Spearheaded major incident resolution as a key point of contact, ensuring swift resolution and achieving high client satisfaction.• Orchestrated end-to-end management of critical incidents, collaborating with cross-functional teams to minimize downtime and mitigate client impact.• Developed and implemented agile incident management processes that significantly improved team performance and reduced incident resolution times.• Demonstrated IT Service Management (ITSM) expertise, specializing in Change, Incident, and Escalation Management. Show less

  • Major Incident Manager

    Dec 2016 - Sept 2018

  • Associate IT Analyst

    Aug 2015 - Dec 2016
• 

  Tata Consultancy Services

  Sept 2018 - Jan 2021

  • Led workload planning and resource allocation, optimizing shift resources by 20%. Implemented key improvements, increasing operational efficiency by 25%.• Conducted training for Cloud Operations Engineers, improving process adherence by 15%.• Maintained customer-centric communication, achieving an NPS score above the industry average.• Updated and managed Knowledge Base using ITSM, Github, and Confluence, reducing issue resolution time by 30%.• Maintained customer documentation, improving client understanding and reducing support inquiries by 20%.• Managed end-to-end incident responses, reducing incident resolution time by 40%.• Garnered 9 'Best Performer of the Month' accolades from SAP (client) and earned the distinguished 'Delivery Excellence Award' for 2019, a testament to my exceptional performance and adept mastery of key tools. Show less • Selected as a key member of the pilot phase for a new team initiated by SAP (client), delivering successfulresults and setting a performance benchmark.• Ensured SLA compliance, maintaining a 99% customer request fulfilments rate within agreed timeframes.• Optimized virtual machine infrastructure, reducing operational costs by 15%.• Enhanced network configurations, resulting in a 20% decrease in network-related incidents.• Implemented storage solutions, increasing data availability and reducing data loss incidents by 25%.• Facilitated incident responses, aligning the right resources to reduce incident resolution time by 30%. Show less

  • Subject Matter Expert

    Aug 2018 - Jan 2021

  • Senior System Engineer

    Sept 2018 - Aug 2019
• 

  Accenture

  Jan 2021 - now

  • Orchestrated a successful Cloud DevOps team transition from NTT Data to Accenture, guaranteeing smooth onboarding and operational continuity.• Led a 25+ member team, managing AWS cloud infrastructure and Microsoft Azure Services.• Maintained SLA compliance in cloud-related issues for critical applications on Azure & AWS.• Supervised VMs and filesystems lifecycle, improving system efficiency.• Ensured data durability and managed lifecycle policies using AWS S3.• Oversaw the construction and upkeep of scalable AWS environments via Terraform.• Cultivated a culture of continuous learning and improvement.• Achieved several key awards for Delivery and Leadership contributions. Show less • Transitioned to Accenture as a highly recommended professional from SAP, my previous client at TCS, reflecting strong performance and delivery. Provided expert guidance in AWS architectural design and implementation.• Assisted in implementing AWS cloud solution, ensuring 100% SLA adherence.• Participated in VM and filesystem management, improving system performance by 20%.• Engaged in scalable AWS environment creation using Terraform, contributing to faster project delivery.• Participated in management processes, reducing incident resolution times by more than 25%.• Coded and validated automation processes, ensuring precise DevOps practices. Show less

  • DevOps Engineer

    Nov 2022 - now

  • App/Cloud Service Operations Specialist

    Jan 2021 - now