This document contains a profile summary for Surya Deepthi Yandrapragada highlighting her experience in incident management, problem management, and knowledge management. She currently works as an Associate Consultant at Wipro Technologies where she is responsible for driving the efficiency and effectiveness of the incident management process. Previously, she worked at Tata Consultancy Services as an IT Analyst and at HCL B.Serv as a Technical Support Officer, gaining experience in incident handling, root cause analysis, and knowledge base management. Surya Deepthi has over 7 years of experience in the IT industry specializing in incident management, problem management, and knowledge management.

1. Incident Management | Knowledge Management | Problem Management
PROFILE SUMMARY
 A dynamic professional with a dedicated career building, and reinforcing incident managing processes,
standards and best practices to meet growing business needs.
 Currently associated with Wipro Technologies as Associate Consultant.
 Hands on experience in improving production process operations, optimizing resource and capacity utilization,
escalating productivity and operational efficiencies.
 Deft in complete Incident Management procedure comprising all the steps of handling Incident requests namely
Registration, Assignment, Tracking, Resolution by Specialist (Support Team), Escalation, etc.
 Demonstrated skills in interacting with Internal and external clients as well as vendors on an as needed basis to
communicate problem assessment and to aid the coordination of client resources to resolve the problem and
curtail the impact.
 Adroit in the preparation and distribute incident notifications as well as end of impact, incident summaries and
root cause analysis documentation.
 Skilled at managing & leading teams for running successful process operations & experience of customer
relation service standards for business merit.
 Possess excellent communication, leadership, analytical and problem solving skills
PROFICIENCY FORTE
ORGANISATIONAL EXPERIENCE
TATA Consultancy Services as IT Analyst April 27th
2016 –
Present
Accountabilities:
o Provided ultimate ownership and responsibility for end to end Management activities for all Severity 1 & 2
incidents supporting over 450 accounts.
o Formed, led, and drove ad-hoc Technical Recovery Teams to minimize business disruptions to clients.
o Documented and tracked the timeline of events that occurred in the process to resolution for each of the
incidents managed in support of post mortem/root cause analysis.
o Performed notifications and status of all incidents to high level internal leadership and client while
managing SLA's.
o Worked directly with Incident Lifecycle Coordinators to provide initial incident response.
Wipro Technologies as Associate Consultant Oct 1st
2012 – April 1st
2016
Accountabilities:
o Driving the efficiency and effectiveness of the incident management process
o Producing management information, including KPIs and reports
o Monitoring the effectiveness of incident management and making recommendations for improvement
o Managing Incidents including Major Incident with a priority of “Critical” or “High” , client facing Priority 1
(Critical) and Priority 2 (High)
Surya Deepthi Yandrapragada
Mobile: +91-9581117455 ~ E-Mail: deepthiyandrapragada@gmail.com
Address: Flat Number A1, Kalyani Nilaya or Krishna Murthy Building, Opp. ASB, Balgeri Road, Varthur, Bangalore
- 560087
Surya Deepthi Yandrapragada
Mobile: +91-9581117455 ~ E-Mail: deepthiyandrapragada@gmail.com
Address: Flat Number A1, Kalyani Nilaya or Krishna Murthy Building, Opp. ASB, Balgeri Road, Varthur, Bangalore
- 560087

2. o Assuring client satisfaction for Incidents
o Managing user escalations for Incidents and user service requests
o Initiating Problem Process for problems identified by Incident Management
o Initiating Issue Process for Issues identified by Incident Management
o Driving, developing, managing and maintaining the major incident process and associated procedures
o Reviewing and auditing the process
o Ensuring correct execution of Incident Management Processes
o Through ticket trend analysis or working with other support teams, diagnoses underlying problems
regarding information technology to identify the root cause of the problem and working with IT serviced
owner as needed until the problem is resolved.
o Responsible to implement Problem Management processes within Global Infrastructure Services (GIS) and
working with cross-functional support groups to ensure adherence.
o Under limited supervision, problems are identified, documented, and communicated to management.
o Analyst works with other teams to ensure the lifecycle of a documented problem is completed. These
documents may include graphs and dashboards that show past or current problems, identified contributors
to problems, proposed root causes, and possible methodologies for correcting these problems.
o Applies Information Technology Infrastructure Library (ITIL) framework knowledge to conduct and
facilitates RCA of a problem, coordinates and facilitates problem resolution by engaging a variety of
support teams, escalates issues for resolution, to avoid reoccurrence or close problem.
o Provides support services to GIS customers for specific IT service or set of services. Adheres to service
management processes and procedures to meet customer service level agreements and maintain customer
satisfaction.
o Completes root cause analysis of outages or incident trends (often working with managed services
partner). Recommends preventative actions.
o working as a knowledge manager for service desk TEAM
o reviewing, updating and retiring the knowledge base article on time
o maintaining the knowledge management dataset
o follow up call with support team for knowledge base
o publishing the monthly knowledgebase dash board
o providing training to the team regarding the knowledge base
Accolades:
 Twice won the best associate of the quarter award from the client
 Won the best individual contributor award for the account
 Have been to engaged with different customers in multiple projects for the transition
 Recognized as the "Process Guru" for the Q1/2012-13
 Won Kudos as the "Star of CHI Account" from the Wipro GIS team
 Received recognition from the HLS team for making a mark "HLS Team members who inspire us to reach
greater heights”
 Received recognition from the Senior Vice President of Wipro GIS Sangita Singh in HLS All Hands Meet as
the "Most valuable Player".
 Became an ambassador for RFT (Right First Time) in MAGIC (Me Achieving Goals by Impressing Customers)
a project implemented by HCL to help BT customers in getting better service from BT and HCL becoming
number one in BT’s outsourcing.
 Handled the positions and roles of Knowledge Manager, Subject Matter Expert and Helpdesk Analyst
during the tenure.
HCL B.Serv as Technical Support Officer June 21st 2011 – August 29th 2012
Accountabilities:
o Works for British Telecom “My Help and Support” in HCL.
o Providing support for internet related problems and their DNS Connections
o Configuration of outlook on the computers and fixing all outlook related problems.
o Checking with the webmail and other web based applications and make sure they are functioning properly
o Also checking with the PSTN line and giving access to the voice mail and configuring it on the phones.
o Making sure the speed of the internet is good so that there is proper data streaming.
o Analyze and troubleshoot and Install BT Software’s (Desktop Help, BT Open zone and BT FON).
o Played a major role in achieving customer satisfaction, first contact resolution (FCR) and Right First Time
Solution (RFT) which contributed to the team achieve its best and be the No.1 team.

3. TECHNICAL PURVIEW
• ITIL Foundation
- Certificate Number # GR750100006SD
• MCSE Training completed. Pending certification
• Lean and Six Sigma Trained
SCHOLASTICS
• Completed B. Tech from Loyola Institute Of Technology And Management, 2011.
• Completed Intermediate at Sri Chaitanya Junior College, Guntur, 2007.
• Completed schooling from Oxford Public School, Guntur, 2005.
Languages Known
English – Speak, Read & Write
Hindi – Speak, Read & Write
Telugu- Speak, Read & Write (Mother Tongue)
Tamil – Speak
Kannada – Read
PERSONAL DOSSIER
Spouse Name : Satish Jonnalagadda
Occupation : Business
Gender : Female
Date of Birth : 06.12.1989
Nationality : Indian
Mother Tongue : Telugu
DECLARATION
I honestly declare that all the above given particulars are true to the Best of my knowledge of belief.
Date: Name
Place: Bangalore Surya Deepthi Yandrapragada