1. KRSN Sastry
Mobile: 9989389226, 9247103767.
E-Mail: krsnsastry@gmail.com
IT INFRASTRUCTURE MANAGEMENT / OPERATIONS MANAGEMENT & INCIDENT MANAGEMENT
Profile: Currently working with CMS as Team Lead
 An accomplished professional with rich cross functional pioneering career spanning over 8 years in Program
Management / Customer Support / Operations / Incident Management. Significant experience in implementing and
leading teams towards the successful completion of set objectives. And support. Towards delivering value to
organisations by effective strategy planning, Service Improvement plan and leading new projects during the career
span.
 Proven ability in improving operations, enhancing business growth and customer satisfaction by setting up
infrastructures, project management and service delivery.
Functional Skill Set
IT Infra Management
 Framing information technology strategies to assist with future need and managing the technology
resources of the company & establishing a team, imparting orientation & training.
 Planning, organizing and controlling daily operations along with implementing, operating and leading
technology solutions in a complex environment.
 Remote operations for Global service desk for one of the Product base company.
 Evolving new IT related standards, norms, usage policies & implementing them across the organization.
Participating & contributing in the project/business plans.
 Handling entire Remote operations for one of the Insurance Project across Pan India (330 +Branches).
 Handling entire Remote operations for one of the Auto Mobile Project across Pan India (650 + Branches).
 Managing, Remote Infrastructure Services, including, monitoring and managing of Security Applications &
End-user Support for multiple customers
PROFESSIONAL ENHANCEMENTS
Education, Certifications & Trainings:
Details EducationCertifications & Trainings Institute / Organization
Education
B.COM Osmania University
Intermediate Board of Intermediate
High School AP SSC Board
Certifications
MCSA CMS
ITIL V3 Crash Course WIPRO
Trainings ITIL V3 Crash Course Training WIPRO
Achievements and Awards:
 Numbers of Major Changes activities are performed without any major impact in a planned schedule and also
managed tools and Data Centre with Zero down time.
 Initiated cross skilled within the team members and motivated them to work in different skills because of this
many of the projects are handling in time easily by switching resource as in situation
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2. Accomplishments:
 Always maintained the Service Delivery/Support SLA in the Region.
 Bagged a positive & green IT Audit Report in the Region.
 Always maintained a CSAT on above 6 out of scale 7 for the projects.
Technical Purview
 Operating Systems Windows 2008 Server R2 ,2003 & 2000 Server, NT ,Win XP,Win7 and Vista
 Migration Server Migration, Data Migration, Data Centre Migration. Applications migrations
 Mailing Server MS - Exchange 2003/ 2007
.
EMPLOYMENT DETAILS
[1] CMS IT Services as Operation Manager from Mar 2015 to till date.
Profile: Working as Team Lead with CMS IT SERVICES in Hyderabad, managing a Desktop support Team for
domestic (8000) users.
• Managing staff of 40 engineers consisting Technical experts, system Admins supporting Banking sector
in Hyderabad Location.
• Ensures 100% compliance to defined Operations Management support Process especially RCA, Proactive
communication with customer, Closure of any open ended issues
• Major Incident Management execution
• Coordinating with Problem / Change / Event Management team members
• Escalation management for any reported escalations
• Managing the overall performance analysis of existing lists and programs.
• Monthly MIS Reports shared with customer and internal management for review on performance for
Help desk.
• Responsible for periodic review meetings with Senior Management, Service Desk Manager, all Process
Managers & domain leads to understand their issues & concerns.
• Daily call with Stake holders for discussion on pending tickets and open issues.
• Following the escalation standards for the quick resolution of the incidents.
• SLA monitoring, MIS reporting, client relationship management and escalation handling.
• Handling conflict situations and make quick decision while driving incidents.
• Providing updates to senior and executive management
• Providing feedback on areas of improvement to facilitate expediting incident resolution.
• Service Level Management Process: Supporting SLM Calendar release, Review of SLA performance
reports, Data Reporting for SLA Breaches.
• Lead & Motivate team to work with a team spirit and always ready to resolve their expert problems.
• Responsible for identifying training needs of team and cross training of shared resources.
• Responsible for setting up goals and appraisal of directs, and for their movements.
• To act as a single point contact for the customer for all IT related issues.
• Analyzing IT Operation Performance by coordinating in preparing of Dashboard on a Monthly Basis.
[2] Inknowtek as Program Manager from Oct 2013 to Feb 2015.
Profile: Worked as Program Manager with Inknowtek in Bangalore, managing a EUS services for Global &
domestic users.
Responsibilities:
• Managing staff of 60 engineers consisting Technical experts, Help desk analyst, system Admins
supporting clients across India, & Globe.
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3. • Managing a team of monitoring tools implementation representatives directly and directing their
activities for the achievement of organization targets and goals.
• Ensures 100% compliance to defined Operations Management support Process especially RCA, Proactive
communication with customer, Closure of any open ended issues
• Major Incident Management execution
• Coordinating with Problem / Change / Event Management team members
• Escalation management for any reported escalations
• Managing the overall performance analysis of existing lists and programs.
• Monthly MIS Reports shared with customer and internal management for review on performance for
Help desk.
• Responsible for periodic review meetings with Senior Management, Service Desk Manager, all Process
Managers & domain leads to understand their issues & concerns.
• Following the escalation standards for the quick resolution of the incidents.
• SLA monitoring, MIS reporting, client relationship management and escalation handling.
WIPRO InfoTech (GSMC) as Incident Manager (Sep 2007 to Oct 2013)
.
Responsibilities:
• Managing staff of 30 engineers & 24 shared resources consisting Technical experts, Help desk analyst,
system & security analyst, network & E-mail administrator supporting 330 (Insurance)+ 570(Automobile)
clients across India & Middle East.
• Managing incidents for shared domains and ensure that they are logged, progressed, updated,
authorized, expedited and resolved within the scope of the Service Level agreement.
• Assigning Severity & Priority for a Major Incidents. Managing Incidents and ensure minimal disruption to
the service
• Facilitating conference and bridge calls to aid in incident resolution.
• The focal point while leading a Sev1 and Major incident
• Liaise with the Business and technical owners as focal point from for all high priority & major incidents
reported
• Handling conflict situations and make quick decision while driving incidents.
• Providing updates to senior and executive management
• Providing feedback on areas of improvement to facilitate expediting incident resolution.
• Service Level Management Process: Supporting SLM Calendar release, Review of SLA performance
reports, Data Reporting for SLA Breaches.
• Coordinating for SLA Audits: Providing Support data and sharing of Audit findings and initiating closure
of non-conformance by agreed target time.
• Using Escalation matrix appropriately to get appropriate level of focus from technical teams and
management.
• Gathering root cause analysis and preventative management as required, ensuring that all necessary
parties are informed and involved in the process.
• Managing a team of monitoring tools implementation representatives directly and directing their
activities for the achievement of organization targets and goals.
• Monthly MIS Reports shared with customer and GSMC management for review on performance for
Shared and as well as for Help desk
• Responsible for periodic review meetings with Service Desk Manager, all Process Managers & domain
leads to understand their issues & concerns.
• Measuring & validating the group productivity as well as the individual’s reports related to customer
results.
• Identifying & articulating reporting requirements, which includes targets, specific data & anticipated
effects.
• Time to time evaluation of process and giving suggestion to clients to better the process.
• Major Incident Management execution
• Escalation management for any reported escalations
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4. • Carry out improvement measures to improve satisfaction Index, Target CSI to be at Exceeding
Expectations
• Ensures 100% compliance to defined Operations Management support Process especially RCA, Proactive
communication with customer, Closure of any open ended issues
• Coordinating with Problem / Change / Event Management team members
• Periodic customer review to discuss on SLA achieved, Service delivery related issues.
• Project requirements collecting through conference calls from the client and through follow up onsite
team.
• Preparing Project monthly / weekly matrices reports & overall Project productivity report.
• Weekly and Monthly MIS Reports submission to clients and internal managements..
• Coordination with other area of Heads to streamline the process & achieve deadlines for projects.
• Vendor Co-ordination related to License and new version updates and any process related support.
• Monitoring, Managing resource use, service efficiency with Client through activity & monthly reports.
• Implementing improvements projects based on Client Feedback including meeting with all verticals.
• Lead & Motivate team to work with a team spirit and always ready to resolve their expert problems.
• Responsible for identifying training needs of team and cross training of shared resources.
• Responsible for setting up goals and appraisal of directs, and for their movements.
• To act as a single point contact for the customer for all IT related issues.
• Analyzing IT Operation Performance by coordinating in preparing of Dashboard on a Monthly Basis.
• Following the escalation standards for the quick resolution of the incidents.
• SLA monitoring, MIS reporting, client relationship management and escalation handling.
• Maintaining asset data base & licensing software’s.
Projects Handled:
• Worked as a Team Leader for the client GE India Exports Ltd., through Wipro InfoTech.
• Worked as a Blackberry support engineer for the client TATA Teleservices Ltd., (TTSL) through
Wipro InfoTech.
• Worked as a System/Network Admin for Wipro Infotech at AP State Secretariat, Future Group,
Voice gate, and Indus Towers as a client places.
Personal Dossier:
 NAME : KRSN Sastry
 FATHER NAME : Late K.Hanumantha Rao
 DATE OF BIRTH : 30/04/1986
 SEX : Male
 MARITAL STATUS : Single.
 NATIONALITY : Indian.
 LANGUAGES KNOWN : English, Hindi, Telugu and Kannada.
 Date :
 Place : Hyderabad KRSN Sastry
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