Prasanth Palukuri
Hyderabad
Summary
Results-driven IT Service Management leader with over 16 years of experience in strategic operations, incident management, and process optimization within the IT services and consulting industry. Proven expertise in leading globally distributed teams, driving operational excellence, and aligning administrative, facilities, and procurement functions with organizational goals. Skilled in vendor management, budget oversight, and implementing ITIL frameworks to enhance service delivery and operational efficiency. Adept at fostering continuous improvement, managing cross-functional collaboration, and delivering cost-effective solutions to support business growth and compliance across global operations.
Overview
18
18
years of professional experience
Work History
Senior Manager, Service Management and Platform Op
Aera Technology
05.2023 - Current
- Direct a globally distributed IT engineering team, ensuring seamless technical support and operational continuity across all company functions.
- Develop and execute IT strategic plans, aligning team scalability with customer growth and business demands.
- Oversee facilities and infrastructure operations, optimizing resource allocation and service delivery through monitoring tools (Uptime, Prometheus, Grafana).
- Lead procurement and vendor management, implementing ServiceNow and Jira to streamline processes and achieve SLA compliance.
- Drive a 60% reduction in escalated engineering issues by establishing ‘shift-left’ support initiatives and clear incident prioritization protocols.
- Collaborate with leadership to proactively identify cybersecurity risks, enhancing organizational security frameworks.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Implemented and developed operational standards, policies and procedures.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Provided strong leadership to enhance team productivity and morale.
Senior Manager, Critical Incidents & Problem Manag
EPIQ SYSTEMS, INC.
08.2019 - 05.2023
- Managed global incident and problem management teams, overseeing hiring, training, and performance development.
- Owned end-to-end critical incident lifecycles, delivering executive summaries and trend analyses to inform senior leadership decisions.
- Strengthened vendor coordination and SLA adherence using monitoring tools (Uptrends, SolarWinds), reducing resolution times.
- Fostered cross-departmental collaboration, serving as the primary liaison between IT, technology teams, and business units.
Major Incident Manager
IBM India Pvt. Ltd.
01.2016 - 08.2019
- Led high-impact incident resolutions, coordinating with global teams to meet SLAs and providing regular stakeholder updates.
- Oversaw infrastructure escalations and facilities-related incident management, ensuring compliance with safety and operational standards.
- Chaired Change Advisory Board (CAB) meetings and drove root cause analyses, enhancing process efficiency and risk mitigation.
- Managed vendor relationships for external support, optimizing resource use and maintaining operational continuity.
Escalation Manager
Launch IT Consulting India Pvt. Ltd.
06.2014 - 01.2016
- Managed priority incidents for Microsoft IT, mobilizing resources and negotiating with vendors for rapid service restoration.
- Produced detailed post-incident reports and performance analytics, exceeding SLA requirements and improving operational workflows.
- Led global conference calls, ensuring clear communication with senior executives and operations teams.
Client Technical Support Sr. Associate
Dell International Services Pvt. Ltd.
12.2008 - 06.2014
- Implemented Service Desk and Incident Management processes, streamlining administrative operations and vendor coordination.
- Managed hardware procurement and vendor tickets, reducing recurring incidents through proactive problem management.
- Trained and mentored teams, boosting SLA adherence, quality metrics, and customer satisfaction scores.
- Streamlined support processes for quicker response times and improved customer experiences.
- Served as a subject matter expert, providing guidance on complex technical challenges faced by fellow associates.
- Reduced ticket resolution time by implementing knowledge-based resources for the support team.
Technical Support Associate
Sutherland Global Services
12.2006 - 06.2008
- Resolved complex technical issues, configuring systems and providing administrative support to enhance operational uptime.
- Delivered training on technical updates, improving team efficiency and customer satisfaction.
- Developed extensive product knowledge to provide accurate and reliable information to customers during support interactions.
Education
Bachelor of Science -
Bharath University
01-2008
Skills
- Strategic Leadership & Operations Management
- Global Facilities & Infrastructure Management
- Procurement & Vendor Negotiations
- Budget & Resource Optimization
- ITIL Framework & ServiceNow Implementation
- Risk Management & Compliance
- Team Development & Cross-Functional Collaboration
- Monitoring Tools (Prometheus, Grafana, Nagios)
- Data-Driven Decision Making
Timeline
Senior Manager, Service Management and Platform Op
Aera Technology
05.2023 - Current
Senior Manager, Critical Incidents & Problem Manag
EPIQ SYSTEMS, INC.
08.2019 - 05.2023
Major Incident Manager
IBM India Pvt. Ltd.
01.2016 - 08.2019
Escalation Manager
Launch IT Consulting India Pvt. Ltd.
06.2014 - 01.2016
Client Technical Support Sr. Associate
Dell International Services Pvt. Ltd.
12.2008 - 06.2014
Technical Support Associate
Sutherland Global Services
12.2006 - 06.2008
Bachelor of Science -
Bharath University
Similar Profiles
Ganesh SundaramGanesh Sundaram
Engineering Manager at Aera TechnologyEngineering Manager at Aera Technology
Rahul PatekarRahul Patekar
Digital Marketing Manager at Aera TechnologyDigital Marketing Manager at Aera Technology
Vignesh Anil SreerekhaVignesh Anil Sreerekha
Bartender at Aera Restaurant (Oliver and Bonacini)Bartender at Aera Restaurant (Oliver and Bonacini)