Sreedevi Patnala

Experience

1. Senior Engineering Manager

   Tesco Bengaluru

   Jul 2014 — Present · Bengaluru, IN

   Project :\\\\nStoreLine is the Front End application running at most of the Tills & servers at Tesco Stores. StoreLine provides interfaces to enterprise systems and third-party applications, as well as to payment service providers, and offers such front office functionality as cash, catalog, and promotion and employee management.\\\\nRoles and Responsibilities:\\\\n1.Manage Service delivery for International countries (Thailand, Malaysia, Turkey, Slovakia,CZ, Poland and Hungary). for around Stores\\\\n2.Management of the IT service delivery team including responsibility for service desk,application support, career development and performance objectives and reviews for the team.\\\\n3.Effectively monitor, control and support service delivery, ensuring systems,methodologies\\\\nand procedures are followed.\\\\n4.Ensuring quality services are delivered with regard to the agreed SLA\\\\n5.Building and maintaining customer relationships internally and externally.\\\\n6.Managing the transition phase of transferring the functional, technical and procedural knowledge to our maintenance and support organisation\\\\n7.Focus on Customer satisfaction, Ensure change Management,Problem Management, Incident Management and Critical decisions are made at the right time.\\\\n8.Always ensure the service delivery is efficient and cost effective.\\\\n10. Embide Agile and Kanban in Run Scrum Teams\\\\n11.Mitigating and solving escalations with urgency and determination.\\\\n12.Drive the team on reducing high volumes of incidents, during escalations establish quick workaround and work on permanent solutions to resolve Issues permanently.\\\\nAchievements:\\\\nworked with one single team 24/7 support for all International countries\\\\nReducing the IM count from 1600+/ Week to 100+/Week in a year time.\\\\nProactive Monitoring and Automation across the OPS clock without any impact to Customer\\\\nRepresented in Prague for Kaizen event for Asian/Europe Countries in setting up the WOW for next year\\\\n\\\\n

Education

• ICFAI

  Master of Business Administration (MBA), Business Administration and Management, General

  2013 — 2015

• St.Mary's Girls School

  Primary and secondary schooling

  1984 — 1994

• Indira Gandhi National Open University

  MCA, Computers

  2000 — 2003