HYMAVATHI SARANGA
Hyderabad,IA
Summary
Results-driven IT Support Lead with 14 years of experience in the Telecom domain, specializing in Major Incident Management, ITIL-based processes, and Software Testing. Proven success in driving operational efficiency, achieving 95%+ SLA compliance, and reducing ticket resolution time by 25%. Skilled in Tosca Automation (AS1 & AS2 Certified), Helpdesk Leadership, and Escalation Management. Strong communicator with a track record of mentoring teams and implementing process improvements across support and testing functions.
Overview
15
15
years of professional experience
1
1
Certification
Work History
IT Support Team Lead Manager – Platform Management && Helpdesk
Deepija Telecom Pvt. Ltd
01.2018 - Current
- Lead global support operations across L1–L4 teams for telecom clients.
- Manage platform and application support operations ensuring high system availability and adherence to SLAs.
- Lead and mentor a team of 100+ support analysts, overseeing AHT, attrition, occupancy, and service quality metrics.
- Managed incident lifecycle, ensuring SLA adherence and timely escalations.
- Achieved 95%+ SLA compliance, reducing average resolution time by 25%.
- Conducted RCA reviews, created Power BI dashboards, and process reports.
- Conduct client reviews and present performance dashboards to leadership.
- Ensure compliance with ITIL practices, maintaining strong focus on continuous improvement and innovation.
- Monitor and control key performance metrics including AHT (Average Handle Time), attrition, shrinkage, occupancy, SLA compliance, and KPI/KRA achievement.
- Delivered training sessions for 50+ engineers to enhance technical performance.
- Implement process improvement initiatives to enhance productivity, reduce costs, and optimize resource utilization.
- Drive SLA adherence by identifying gaps in performance and initiating corrective and preventive actions.
- Recommend suitable pricing models (fixed bid, time & material, outcome-based, etc.) for different project types.
- Coordinate with client teams, QA, and operations teams to ensure smooth delivery and adherence to best practices.
- Provide thought leadership on process improvement and technology adoption strategies.
- Manage end-to-end team operations, including hiring, training, mentoring, and conducting performance appraisals.
- Implemented process automation and optimized ticket workflow with development teams.
- Configured PBX/IP-PBX (Asterisk), IVR systems, and VoIP solutions.
- Performed Linux server administration and log analysis for call server setup.
- Supported Call Center Applications (Inbound, Outbound, Blended, Predictive Dialers).
- Ensure compliance with company policies, process SLAs, and client-specific quality standards.
- Maintain documentation and reports for audit and management review purposes.
- Coordinate with cross-functional teams (HR, QA, Training, and IT) to resolve escalations and maintain high-quality standards.
Software Testing Engineer
Deepija Telecom Pvt. Ltd
01.2011 - 01.2017
- Plan, design, and execute performance tests using tools like JMeter, LoadRunner, and Neo Load to assess system scalability, stability, and responsiveness.
- Executed Manual Testing, Sanity, Functional, Regression, and UAT.
- Analyze business requirements and translate them into performance test scenarios, scripts, and workloads that simulate real-world user activity.
- Develop and maintain automated test scripts for load, stress, endurance, and spike testing.
- Perform end-to-end performance validation of APIs, web, and backend services.
- Automated 100+ test cases using Tosca, improving efficiency.
- Participated in defect triage calls and validated fixes in Jira/Helpdesk systems.
- Documented test cases, scenarios, and issue logs with developers.
- Contributed to continuous testing improvements and defect prevention.
- Perform end-to-end performance validation of APIs, web, and backend services.
- Integrate performance testing with CI/CD pipelines for continuous performance validation.
- Maintain test scripts and results repository for reuse and audit purposes.
- Support capacity planning and scalability assessments for high-load systems.
- Collaborate with stakeholders (Developers, Architects, DevOps, QA) to ensure non-functional requirements (NFRs) are met.
- Document performance benchmarks, standards, and best practices for future reference.
Education
Bachelor of Technology (B. Tech) - undefined
DRK College, JNTUH University
01.2011
Skills
- Incident Management: ServiceNow, Major Incident Handling, SLA Monitoring, Escalation Management, WFM Tools
- ITIL Processes: Incident, Problem, and Change Management (ITIL v4 awareness)
- Leadership: Helpdesk Operations, Team Training, Performance Monitoring
- Customer Service: Stakeholder Communication, RCA Reviews, Escalation Handling
- Ticketing Systems: Jira, ServiceNow (awareness), Bugzilla, Deepija CRM
- Testing Expertise: Tosca (AS1 & AS2 Certified), Manual Testing
- Telephony Solutions: Asterisk, Call Routing, Zoiper, X-Lite, IVR Design
- Reporting & Analytics: Power BI Dashboards, Performance Reports
- Database & Repositories: SQL, SVN, GIT
- Collaboration Tools: SharePoint, MS Teams, Outlook, Confluence
- KPI/SLA Management
- Customer Focus & Service Delivery
- Vendor Coordination & Governance
- Documentation & Process Improvement
Accomplishments
- Reduced ticket resolution time by 25% through streamlined processes.
- Achieved 95%+ SLA compliance for critical tickets.
- Trained and mentored 50+ engineers, boosting team performance and productivity.
Certification
- Tosca Automation – AS1 Certification.
- Tosca Automation – AS2 Certification.
Timeline
IT Support Team Lead Manager – Platform Management && Helpdesk
Deepija Telecom Pvt. Ltd
01.2018 - Current
Software Testing Engineer
Deepija Telecom Pvt. Ltd
01.2011 - 01.2017
Bachelor of Technology (B. Tech) - undefined
DRK College, JNTUH University