Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic
Pratignya Reddy Pulikal

Pratignya Reddy Pulikal

Lake Bluff

Summary

IT Operations Executive | 20+ Years in Financial & Healthcare Industries
Accomplished IT Operations Leader with 20+ years of global experience in the financial and healthcare sectors. Proven success in building high-performing teams and leading transformative initiatives that drive business growth and operational excellence. Skilled at addressing complex challenges through strategic use of technology, automation, sustainable processes, and data-driven metrics. Expertise includes improving customer satisfaction, mitigating security and compliance risks, and optimizing operational costs. Recognized for forging strong relationships with executive stakeholders and fostering a culture of collaboration, accountability, and continuous innovation.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Senior Director – Global End User Technology and IT Operations

R1 RCM
04.2023 - Current
  • Company Overview: R1 RCM is a $5.3B leading healthcare revenue cycle management technology solutions provider.
  • My role is accountable for leading a team of 250+ Associates (Employees + workplace vendors) responsible for IT Service Management practices, End User Support & Technology, New Client Onboarding and ServiceNow Development. The organization saw a rapid growth from 3,000 to a 35,000+ employee base across US, India, and Philippines, over the past 5 years. As a result of this rapid growth, combined with other challenges such as work from home enablement (Covid response) and lack of ITSM practices led to significant gaps in IT environment. Key Accomplishments include:
  • Redefined a new workplace service model for End User Support, resulting in 25% reduction in operational expenses whilst improving the SLA targets for faster resolution timelines
  • 58% Increase in CSAT score as compared in 2021 CSAT, through several focused Service Improvement campaigns.
  • 44% reduction in Incidents per user effected though self-service, automation, and effective problem management.
  • Established Global end user device management and device recovery policies in collaboration with IT Security, Privacy, External legal counsel, and Compliance.
  • Implemented monthly CIO Dashboard and IT operations metrics pack to enable continuous improvement.
  • Redefined major incident management framework for faster Incident response and timely communications
  • Timely build-out and implementation of new employee resource centers in India and Philippines despite severe supply chain shortages following Covid
  • Several automation projects implemented through ServiceNow
  • Complete rehaul of ServiceNow Service Portal for a simpler and better user experience
  • Automated employee onboarding and offboarding experience through integrating key enterprise tools such as Workday, ServiceNow, Absolute and SailPoint
  • Implemented ServiceNow’s CSM, ITOM, HAM and SAM Modules
  • Remediated significant security gaps related to End User Device Management including:
  • Standardization of Device Management through Intune, HDPM and Jamf
  • All devices in the environment fully compliant with R1’s IT Security end point security requirements
  • Encrypted Media/Cloud storage exception policies defined and rolled out
  • Policies implemented to prevent storage of PHI/PII to local devices
  • Timely onboarding of 25+ new clients and 12000+ devices deployed
  • Extensive partnership with HR and Privacy to enforce timely notification to IT on employee terminations, reducing risk of data loss, plus a significant spend in IT forensic analysis

Director – Global IT Service Management and End User Support

R1 RCM
11.2020 - 03.2023
  • Company Overview: R1 RCM is a $5.3B leading healthcare revenue cycle management technology solutions provider.
  • Accountable for developing, communicating and implementing the Global ITSM vision, strategy, tooling (ServiceNow) and roadmap for the organization with a footprint across 26 countries. In addition, accountable for Stericycle’s Release & Deployment function, as well as the Testing function to support both legacy and future state applications. Lead a team of 15 ITSM Managers, ServiceNow Developers, Release Managers and Test Engineers. Key Accomplishments include:
  • Established a highly automated (via ServiceNow) Global Change Management Process, successfully eliminating all open Audit Gaps, reducing Unsuccessful changes by 63% and Emergency changes by 72%
  • Championed and rehauled the End User Support practices leading to 21% improvement in CSAT scores
  • Implemented a fully automated Major Incident Handling Process (via Pager Duty) with a team of 24X7 Crisis Managers leading to vastly improved response and resolution metrics
  • Implemented Problem Management Process to reduce recurring Incidents through root cause analysis
  • Drive Monthly IT Operations Leadership Review meetings focused on Continous IT Service Improvement
  • Implemented an IT Performance Improvement framework via ServiceNow’ Performance Analytics:
  • A combination of the above Process changes & increased narrative around key IT Operations Metrics lead to excellent improvements in IT Service Performance (i.e. 92% improvement in Incident Aging, 64% reduction in Major Incidents, 30% reduction in ticket volumes etc)
  • Sponsored ITSM awareness sessions for 400+ IT members with ITIL V4 training/certification for 50 IT staff
  • Spearheaded Operational transparency and Vendor Governance through ebondding of ITSM platforms
  • Implemented User Friendly Service Portal using ServiceNow to channel all IT related issues and questions
  • Automated the maintenance of Configuration Management through ServiceNow’s Discovery solution
  • Successfully delivered several ServiceNow projects related to upgrades (Madrid & Orlando), simplifying Access Management, ITSM process improvements, Audit deliverables, onboarding & interfacing with tools, release management, metrics management, IT project governance etc.
  • Delivered a Global Release Management Practice catering to Waterfall, Agile & Rapid Methodologies
  • Delivered a Test Automation strategy as part of Stericycle’s ERP transformation, including a testing team and test automation toolsets (Microfocus’s UFT with ALM for life cycle management and StormRunner for Stress testing)
  • Implemented test automation for Legacy financial applications via UFT, eliminating testing FTE by 60%

Director – Global IT Service Management (ITSM)

Stericycle
01.2018 - 01.2020
  • Accountable for developing, communicating and implementing the Global ITSM vision, strategy, tooling (ServiceNow) and roadmap for the organization with a footprint across 26 countries. In addition, accountable for Stericycle’s Release & Deployment function, as well as the Testing function to support both legacy and future state applications. Lead a team of 15 ITSM Managers, ServiceNow Developers, Release Managers and Test Engineers. Key Accomplishments include:
  • Established a highly automated (via ServiceNow) Global Change Management Process, successfully eliminating all open Audit Gaps, reducing Unsuccessful changes by 63% and Emergency changes by 72%
  • Championed and rehauled the End User Support practices leading to 21% improvement in CSAT scores
  • Implemented a fully automated Major Incident Handling Process (via Pager Duty) with a team of 24X7 Crisis Managers leading to vastly improved response and resolution metrics
  • Implemented Problem Management Process to reduce recurring Incidents through root cause analysis
  • Drive Monthly IT Operations Leadership Review meetings focused on Continous IT Service Improvement
  • Implemented an IT Performance Improvement framework via ServiceNow’ Performance Analytics:
  • A combination of the above Process changes & increased narrative around key IT Operations Metrics lead to excellent improvements in IT Service Performance (i.e. 92% improvement in Incident Aging, 64% reduction in Major Incidents, 30% reduction in ticket volumes etc)
  • Sponsored ITSM awareness sessions for 400+ IT members with ITIL V4 training/certification for 50 IT staff
  • Spearheaded Operational transparency and Vendor Governance through ebondding of ITSM platforms
  • Implemented User Friendly Service Portal using ServiceNow to channel all IT related issues and questions
  • Automated the maintenance of Configuration Management through ServiceNow’s Discovery solution
  • Successfully delivered several ServiceNow projects related to upgrades (Madrid & Orlando), simplifying Access Management, ITSM process improvements, Audit deliverables, onboarding & interfacing with tools, release management, metrics management, IT project governance etc.
  • Delivered a Global Release Management Practice catering to Waterfall, Agile & Rapid Methodologies
  • Delivered a Test Automation strategy as part of Stericycle’s ERP transformation, including a testing team and test automation toolsets (Microfocus’s UFT with ALM for life cycle management and StormRunner for Stress testing)
  • Implemented test automation for Legacy financial applications via UFT, eliminating testing FTE by 60%

Senior Manager – Service Management Office

HSBC Bank USA
01.2015 - 01.2018
  • Global Owner of HSBC’s Critical Business Services Framework; Accountable for the governance of HSBC’s inta group Service Agreements.
  • Pioneered the identification of HSBC’s global list of critical business services/processes and supporting critical IT systems, which resulted in a dramatic decrease in critical service failures. This list served as a key agenda item in all executive steering committees and business risk forums.
  • Defined and implemented minimum standards for Critical IT Services enabling differentiated and robust management of top tiered critical services. This helped the IT organisation prioritize effort and investments leading to enhanced business performance, reduced critical service failures, increased business partner & regulatory satisfaction and cost savings in the excess of $2M
  • Championed global remediation of 3K+ HSBC’s inter-company legal contracts securing regulatory satisfaction and avoiding possible fines; Implemented streamlined contracting processes and standards.
  • Successfully designed and delivered group’s contract management system (ServiceNow) under budget decreasing the project cost by $450K

Senior Manager - Global IT Service Level Management (SLM)

HSBC Bank USA
01.2009 - 01.2015
  • Trained, mentored and led team of 25+ highly skilled global IT SLM professionals accountable for service performance oversight. Implemented a centralized global IT SLM function across 70+ countries, resulting in a reduction of 44 FTE globally.
  • Implemented a global IT service performance management framework (OLAs, SLAs and Contracts) improving business partner satisfaction by 40%
  • Application owner for an in-house developed SLM tool which was the master source for all technology applications across the group and related agreements (SLAs/OLAs)
  • Drove continuous service improvements through performance analytics and close collaboration with Incident, problem, change, configuration and disaster recovery teams.
  • Instituted monthly “virtual global coffee meets” that strengthened team bonding, inspired creative thinking and professional development

Manager – Global Service Desk Support

HSBC Bank USA
01.2007 - 01.2009
  • Served as the first employee from HSBC offshore with an offer of international secondment to USA for a global project that orchestrated a group-wide implementation of IT Service Management Solution. Collaborated with 70+ countries to ensure consistent adoption of IT Service Management processes and tooling (CA’s Global Service Desk tool). Established and led a team of highly skilled level 1&2 support engineers responsible for GSD application maintenance, changes, releases and timely resolution of application issues.

Assistant Vice President – IT Support

HSBC Global Resourcing
01.2006 - 01.2007
  • Defined and implemented ITIL based ITSM processes leveraging CA Global Service Desk tool for HSBC offshore centers in Asia that produced operational improvements, organizational change, reduced service disruptions and increased customer satisfaction by 34%. In addition managed annual operating plan of $30m+ for South and East Asia IT functions and handled crisis escalations and all IT related communications with C suite.

Manager IT Infrastructure

HSBC Global Resourcing
01.2005 - 01.2006
  • Lead a technical support team of 50+ IT engineers and administrators, responsible for managing the HSBC offshore data centers and desktops supporting 4000 users. Ensured seamless IT setup for the inbound/outbound call centers and data processing functions migrated from USA, UK, Hongkong and Middle East to the offshore centers in Hyderabad

Manager IT Service Desk/Assistant Manager/Coordinator

HSBC Global Resourcing
01.2002 - 01.2005
  • Managed 50+ IT Service Desk staff providing first line support for HSBC offshore centers (appx 32,000 users across India, Sri-Lanka, Malaysia, China and Philippines). Attained fast-track promotion through a series of increasingly responsible positions

Software Programmer

Visu Cybertech Ltd
01.2001 - 01.2002

Education

Bachelor of Science - Computer Science Engineering

R.M.K Engineering College
Chennai, India

Skills

  • Transformational leadership
  • Strategic Planning & Execution
  • Business Acumen
  • Automation & Optimization
  • Culture transformation
  • Talent Development
  • Effective Communication
  • Financial Acumen
  • Program Management

Accomplishments

    1. Identified & mitigated significant security & compliance risks within IT Asset Management

    2.

    3.

    4.

Certification

  • ITIL Expert Certified – Dec 2012
  • ITIL V4 Foundations Certified – April 2019
  • Leadership Experience (LEX) Certified – March 2024

Languages

English
Native or Bilingual
Hindi
Native or Bilingual
Telugu
Native or Bilingual

Timeline

Senior Director – Global End User Technology and IT Operations

R1 RCM
04.2023 - Current

Director – Global IT Service Management and End User Support

R1 RCM
11.2020 - 03.2023

Director – Global IT Service Management (ITSM)

Stericycle
01.2018 - 01.2020

Senior Manager – Service Management Office

HSBC Bank USA
01.2015 - 01.2018

Senior Manager - Global IT Service Level Management (SLM)

HSBC Bank USA
01.2009 - 01.2015

Manager – Global Service Desk Support

HSBC Bank USA
01.2007 - 01.2009

Assistant Vice President – IT Support

HSBC Global Resourcing
01.2006 - 01.2007

Manager IT Infrastructure

HSBC Global Resourcing
01.2005 - 01.2006

Manager IT Service Desk/Assistant Manager/Coordinator

HSBC Global Resourcing
01.2002 - 01.2005

Software Programmer

Visu Cybertech Ltd
01.2001 - 01.2002

Bachelor of Science - Computer Science Engineering

R.M.K Engineering College

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