Radhasree Duppada
Product service manager
Hyderabad
Summary
ITIL-certified Major Incident and Problem Manager with over 10 years of experience in delivering exceptional service reliability for Fortune 500 clients. Expertise in leading high-severity incidents, conducting thorough root cause analyses, and driving operational excellence has consistently achieved a 30% reduction in Mean Time to Recovery (MTTR) and an impressive 99.99% uptime. Recognized as a strong leader who fosters stakeholder confidence during critical outages while mentoring cross-functional teams to enhance performance in high-pressure environments. Committed to continuous process improvement and delivering results that align with organizational goals.
Overview
10
10
years of professional experience
7
7
Certifications
Work History
Product Service Manager
Wells Fargo (Contract: Wipro)
07.2025 - Current
- Performed root cause analysis (5 Whys) and managed follow-ups for incident resolution and service improvements.
- Built and maintained dashboards, reports, and outage notifications to enhance operational visibility.
- Managed ECR, CR, and PRB tickets, coordinating planned/unplanned maintenance communications.
- Documented procedures, updated alarm configurations, and supported shift planning & resource allocation.
- Contributed to PSM/DIR meetings, driving cross-functional collaboration and knowledge sharing.
- Monitored team performance closely using analytics tools, identifying areas for improvement and implementing targeted coaching.
- Managed cross-functional teams to ensure timely delivery of high-quality products, fostering a collaborative work environment.
Major Incident Manager
Dell International Services Pvt Ltd (Experis IT)
10.2024 - 07.2025
- Managed global IT incidents across infrastructure and 4,000+ business applications.
- Led 24/7 incident response, orchestrating continuity and recovery strategies across time zones.
- Delivered timely, transparent communication to executives during critical events.
- Directed RCA reviews, implemented remediation, and improved operational processes.
- Ensured operational stability during vendor transitions, safeguarding delivery continuity.
Major Incident Manager
Affluent Global Services
03.2022 - 10.2024
- Managed global IT incidents across infrastructure and 4,000+ business applications.
- Led 24/7 incident response, orchestrating continuity and recovery strategies across time zones.
- Delivered timely, transparent communication to executives during critical events.
- Directed RCA reviews, implemented remediation, and improved operational processes.
- Ensured operational stability during vendor transitions, safeguarding delivery continuity.
Major Incident Manager
Oracle (Contract: Trigent Software Pvt Ltd)
07.2021 - 12.2021
- Established a formal incident response function and embedded post-incident reviews for continuous learning.
- Delivered trend-based reporting that improved service outcomes and decision-making.
- Partnered with vendors and technical teams to coordinate responses and prevent recurrence.
Team Lead / SME – Incident Management
IBM India Pvt Ltd
08.2019 - 07.2021
- Led and coached a 21-member team, enhancing training, performance, and SLA-based delivery.
- Owned major incident resolution at the Global Delivery Center, managing escalations and SLA adherence.
- Built knowledge bases and dashboards, streamlining reporting and reducing repeat issues.
- Contributed to change and problem management processes, creating problem records and supporting CABs.
- Started career as L1 Analyst, delivering technical support and troubleshooting global user issues.
Incident Management Analyst
IBM India Pvt Ltd
06.2017 - 08.2019
- Led and coached a 21-member team, enhancing training, performance, and SLA-based delivery.
- Owned major incident resolution at the Global Delivery Center, managing escalations and SLA adherence.
- Built knowledge bases and dashboards, streamlining reporting and reducing repeat issues.
- Contributed to change and problem management processes, creating problem records and supporting CABs.
- Started career as L1 Analyst, delivering technical support and troubleshooting global user issues.
Global IT Service Desk Analyst
IBM India Pvt Ltd
08.2015 - 06.2017
- Led and coached a 21-member team, enhancing training, performance, and SLA-based delivery.
- Owned major incident resolution at the Global Delivery Center, managing escalations and SLA adherence.
- Built knowledge bases and dashboards, streamlining reporting and reducing repeat issues.
- Contributed to change and problem management processes, creating problem records and supporting CABs.
- Started career as L1 Analyst, delivering technical support and troubleshooting global user issues.
Education
MBA - HR Management
Osmania University
Hyderabad01-2019
B.Tech - Computer Science
JNTU University
Visakhapatnam, India01-2015
Skills
- Major Incident Management (P1/P2/P3) – ITIL Framework
- Problem Management & Root Cause Analysis (RCA, 5 Whys, Post-Incident Reviews)
- ITSM Tools: ServiceNow, Jira, Maximo,confluence
- Monitoring & Alerting: Splunk, AppDynamics, Downdetector, grafana
- SLA / KPI / Reporting & Trend analysis
- Business Continuity & Disaster Recovery (BCP/DR)
- Change & Release Management Collaboration
- Automation & Incident Playbooks (triage, alerts, escalation workflows)
- Executive & Stakeholder Communication (C-Level reporting, client updates)
- Vendor & Partner Management across Global Operations
- Global IT Infrastructure (Networks, Servers, Databases, Cloud Platforms)
- Enterprise Applications (Banking/Financial Platforms, manufacturing, Retail)
- Cloud Environments: AWS, Azure, Oracle Cloud (exposure/coordination)
- Remote Support Tools: MSRA, PC-DUO
- Leadership & Soft Skills
- Leading Bridge Calls & War Rooms in High-Pressure Environments
- Decision Making & Prioritization Under Tight SLAs
- Team Mentoring, Coaching & Performance Improvement
- Cross-Functional Collaboration (Ops, DevOps, Engineering, Vendors)
- Attention to Detail & Strong Documentation Skills
- Customer & Stakeholder Empathy (business impact awareness)
Certification
ITIL V3 Foundation
Timeline
Product Service Manager
Wells Fargo (Contract: Wipro)
07.2025 - Current
Major Incident Manager
Dell International Services Pvt Ltd (Experis IT)
10.2024 - 07.2025
Major Incident Manager
Affluent Global Services
03.2022 - 10.2024
Major Incident Manager
Oracle (Contract: Trigent Software Pvt Ltd)
07.2021 - 12.2021
Team Lead / SME – Incident Management
IBM India Pvt Ltd
08.2019 - 07.2021
Incident Management Analyst
IBM India Pvt Ltd
06.2017 - 08.2019
Global IT Service Desk Analyst
IBM India Pvt Ltd
08.2015 - 06.2017
MBA - HR Management
Osmania University
B.Tech - Computer Science
JNTU University
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