Praneetha Rajampet
Project Lead/SME
Hyderabad
Summary
Service Delivery Manager with 17 years of experience in IT application support services . Strong leader with techno functional expertise in banking with payments domain , known for driving efficiency and utilizes data driven strategic approaches to improve operational outcomes. Polished individual with drive to proactively initiate positive change. Well versed with working in global teams, certified in ITIL process and subject matter expert (SME) on critical banking applications .
Overview
17
17
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Service Delivery Manager
Bank of America
Hyderabad
01.2022 - Current
- Managed a team of 15 production support analysts (includes cross border employees), providing mentorship and fostering a culture of continuous improvement.
- Lead the investigation and resolution of critical high value payment impacting incidents. Coordinating with technical teams and stakeholders to minimize downtime and timely communication to stakeholders.
- Conduct root cause analysis (RCA) and implement preventive measures to mitigate future incidents.
- Utilize monitoring tools SPLUNK ,DYNATRACE to assess application performance and proactively address potential issues..
- Participated in application upgrades and maintenance activities, ensuring seamless transitions and minimal disruptions.
- Oversee and mentor a team with continuous dialog promoting a culture of accountability and continuous learning.
- Serve as the primary point of contact for stakeholders regarding production support issues, providing regular updates on status resolution.
- Identify and manage risks associated with production support operations.
Project Lead/SME
Bank Of America
Hyderabad
04.2013 - 12.2021
- L2 support lead for payments related applications.
- SME for multiple applications in crucial payments processing areas like accounting and credit .
- Incident and Problem queue management.
- Handling Triage calls for high priority incidents for speedy resolution of incidents.
- Resolution of escalated user problems ,high priority issues , using functional / technical expertise , logical reasoning and collaborating with multiple teams.
- Monitored systems in operation and quickly troubleshot errors.
- Application Development project design review and approval.
- Test scripts and test results review and approval.
- Stakeholder management which includes business operation users , audit and risk teams, infrastructure , vendor teams and service desk.
- Part of Diversity and Inclusion(D&I) core team.
- Planned/Organized multiple organizational events like women's day , TED talks etc for associates as part of core team.
- Partnered with project team members to identify and quickly address problems.
- Mentored junior team members, fostering professional growth and increasing overall team efficiency.
- Collaborated with cross-functional teams to ensure no setbacks on service delivery.
Tech Lead
Cognizant technology solutions
Hyderabad
02.2010 - 03.2013
- Enhancement projects for Corporate cards portfolio applications within banking industry.
- Requirement Analysis/Providing Estimates/Design for development/Analysis and coding projects and change requests.
- Automation of various tasks which are delivered to customer on regular basis.
- Developing tools to enhance productivity.
Developer
Cognizant Technology Solutions
12.2007 - 01.2010
- Part of Support , maintenance and enhancement of Insurance Claims Application.
- Requirement Analysis/estimation/Coding/Testing/enhancements of batch and online programs in Claims system.
- Proactive monitoring and scheduling of Production Jobs.
- Collection of effort metrics for the project on a monthly basis using e-tracker.
- SCM coordinator for the project.
Education
Bachelor of Technology -
Osmania University College of Engineering
Hyderabad, TG 09.2003 - 04.2007
Skills
COBOL,JCL, CICS,
Certification
Certified in ITIL Foundation
Accomplishments
- Achieved Gold awards from business teams for resolving multiple priority 1 and priority 2 payments issues by collaborating with multiple teams .
- Automated report processing which increased capacity multi-fold and quality metrics of reconciliation process by more than 50 percent.
- Process improvements by working with branch operations which has helped reducing the total cost to the application.
- Identified design gaps for app development projects before implementation.
- Organized women's day event / TED talks for hyderabad location as part of Diversity and Inclusion team.
- Hosted multiple interactive talk sessions with senior leadership for women associated aspiring as managers.
- Ideation for D&I yearly planner .
- Highlighted gaps and worked in streamlining elevated application access procedures.
Timeline
Service Delivery Manager
Bank of America
01.2022 - Current
Certified in ITIL Foundation
02-2016
Project Lead/SME
Bank Of America
04.2013 - 12.2021
Certified in ISTQB Foundation
02-2012
Tech Lead
Cognizant technology solutions
02.2010 - 03.2013
Developer
Cognizant Technology Solutions
12.2007 - 01.2010
Bachelor of Technology -
Osmania University College of Engineering
09.2003 - 04.2007
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