Shanmukhi Poreddy

Analyst Iii Infrastructure Services @DXC Technology

Bengaluru, IN

Leading cross-functional collaboration within IT support, driving alignment between incident response, infrastructure, and application teams, utilizing Agile practices for enhancing team coordination.• Facilitating daily stand-ups, weekly governance calls, and review meetings with stakeholders to monitor ticket status, performance, and blockers, aligning with Agile sprint ceremonies and retrospectives.• Coordinating continuous delivery by ensuring seamless operations and development team collaboration during change windows and patch deployments across 500+ servers.• Spearheading root cause analysis (RCA) for critical incidents (P1/P2), driving preventive action implementation, and fostering a culture of continuous improvement aligned with Scrum principles.• Developing custom Power BI and Excel dashboards to track ticket trends, SLA breaches, FTR rates, and team metrics, enabling data-driven decision-making akin to sprint reporting and velocity tracking.• Managing incident, change, and problem workflows using ServiceNow and Jira, ensuring alignment between support execution and business impact, demonstrating strong Agile SDLC expertise.• Collaborating with product and platform teams to identify risks, eliminating process impediments, and optimizing response efficiency, mirroring a Scrum Master\'s role in protecting team flow.• Orchestrating knowledge transfer and onboarding initiatives, conducting ITSM awareness sessions to enhance team skills and minimize process deviations.• Contributing to continuous improvement, implementing operational enhancements that increase SLA compliance to 99.9% and reduce manual monitoring efforts by 40%.• Maintaining transparency with stakeholders through regular reporting on MTTR, ticket aging, workload distribution, and improvement actions.• Supporting project coordination activities, ensuring alignment between the SoW, actual delivery, timelines, and resource allocation for ongoing infrastructure initiatives.