Raghavender Pegada
Beeramguda Hyderabad,Telangana
Summary
Seasoned IT service management professional with extensive experience in Service Desk - ServiceNow administration and team leadership. Skilled in driving operational efficiency through effective incident, change, and problem management practices, achieving top-tier SLA compliance and high customer satisfaction scores. Dedicated to fostering a culture of continuous improvement and proactive problem-solving.
Overview
1
1
Certification
13
13
years of professional experience
Work History
Assistant Consultant ( Sr. Technical Lead)
TCS
Hyderabad
04.2023 - Current
- Led and coached a team of IT Service Desk analysts, driving daily operational excellence, skill development, and alignment with enterprise ITIL standards. Shift & Resource Management: Managed shift rosters, ticket queues, and resource allocation to ensure optimal coverage, balanced workloads, and uninterrupted 24/7 service desk operations.
- Acted as an escalation point for complex Tier 1 and Tier 2 incidents, ensuring rapid investigation and workaround deployment.Partnered with network engineers, system admins, and third-party vendors to resolve major high-priority incidents (P1/P2) efficiently.
- Monitored key operational metrics—including First Contact Resolution (FCR), Mean Time to Resolve (MTTR), and SLA compliance—conducting regular performance reviews to maintain top-tier service quality. Escalation & Major Incident Oversight: Managed the primary point of contact and escalation for critical Tier 1/2 incidents (P1/P2) while coordinating cross-functional teams and vendors to resolve issues quickly.
- Acted as an escalation point for complex Tier 1 and Tier 2 incidents, ensuring rapid investigation and workaround deployment. Partnered with network engineers, system admins, and third-party vendors to resolve major high-priority incidents (P1/P2) efficiently.
- Incident Management: Improve the team's response to incidents, ensuring quick diagnosis, prioritization, and resolution. Establish clear escalation procedures to efficiently handle critical issues. Track incident trends and implement preventive measures to reduce recurrence.
- Guided team in evaluating, approving, and implementing changes to IT systems while conducting risk assessments and impact analyses. Led Change Advisory Board meetings and improved processes using ITIL best practices to minimize disruptions through effective planning.
- Drove root cause analyses for recurring or high-impact incidents, developing and implementing permanent solutions to prevent future issues. Maintained a knowledge base of known errors and workarounds, collaborating with teams to reduce systemic vulnerabilities.
Operations Specialist
HCL Technologies
Hyderabad
06.2020 - 03.2023
- Streamlined incident triage, ticket routing, and escalation paths in ServiceNow, reducing backlogs and improving team resolution speeds. Quality Assurance & CSAT Improvement: Established quality assurance (QA) standards for ticket documentation and user communication, driving sustained high Customer Satisfaction (CSAT) scores.
- Managed ServiceNow platform operations for 100+ end users, managing Incident, Change, Problem Management modules to ensure streamlined operations.
- Executed Problem Management strategies processes, reducing recurring incidents by 35%.
- Designed and tailored configurations ServiceNow workflows, forms, business rules to enhance ITSM processes and improve user experience.
- Designed onboarding frameworks, standard operating procedures (SOPs), and training modules to accelerate the ramp-up time of new technical support hires. Continuous Service Improvement (CSI): Championed knowledge base enhancement and user self-service initiatives, reducing overall incoming ticket volumes through effective proactive problem management.
- Supervised service desk team of 30 service desk analysts, achieving 95% SLA compliance.
- Conduct ServiceNow platform training and develop knowledge base articles to support user self-service and reduce ticket volumes.
- Perform weekly and monthly performance reviews.
Team Lead (Nityo InfoTech payroll)
WIPRO
Hyderabad
02.2020 - 05.2020
- Led team of 20 technicians to implement ITSM best practices, enhancing service delivery.
- Managed P1 and P2 incident resolution on ServiceNow platform, ensuring timely restoration of services.
- Maintained 99% availability for critical business services through proactive monitoring.
- Implemented Problem Management procedures, successfully identifying root causes of major incidents.
- Administered the ServiceNow Change Management module, ensuring proper approvals and documentation.
Senior Associate Technical Support Specialist
Tech Mahindra
Hyderabad
08.2018 - 07.2019
- Delivered advanced ServiceNow administration and technical support, ensuring system reliability and user satisfaction.
- Managed incident management lifecycle with focus on accurate categorization and timely priority assignment to improve response times.
- Maintained excellent customer satisfaction scores through efficient ticket resolution.
- Executed change management processes that streamlined operations and minimized disruptions.
- Trained new team members on the ServiceNow platform and the process.
- Achieved top performance status for PDR for 2 consecutive quarters.
Digital Interaction Specialist
24/7 Customer Pvt Ltd
Hyderabad
03.2015 - 12.2017
- Delivered ServiceNow support to internal and external users across NA DAP regions, ensuring effective issue resolution.
- Created and managed service requests and incident tickets in ticketing tool, facilitating prompt user support.
- Resolved hardware, Windows, and Red Hat OS issues per ITIL processes, enhancing system reliability.
- Maintained comprehensive documentation, adhering to IDM quality standards.
- Supported RDS environments and database-related service requests.
Customer Relations Officer
HGS Technologies
Hyderabad
06.2013 - 11.2014
- Delivered customer support via chat and email, enhancing customer experience.
- Troubleshot network connectivity and technical issues, ensuring timely resolution for users.
- Recorded customer interactions, adhering to service desk best practices for efficient follow-up.
Education
Bachelor of Engineering and technology -
JNTU
Hyderabad01-2013
Intermediate -
State Board of Intermediate
Warangal01-2009
SSC -
State Secondary Board of Education
Parkal01-2007
Skills
- Service Desk Operations
- Service Now Flatform administrator
- Problem Management (ITSM)
- ITSM Process Implementation
- SLA/FTR/FCR/CSAT
- Incident Management (ITSM)
- Remote Desktop Support
- ITIL Framework
- Quality Management
- Change Management (ITSM)
- Team Leadership & Management
- Matrix Handling
Certification
- ITIL v4 Certified
- ITSM
- ServiceNow AI Platform
- Manager Hub
- ServiceNow System Administrator (CSA)
- Employee Center Pro
- Visual Task Boards
- Knowledge Manager
- Service Catalog
- Knowledge Management (KB's)
- Project Management
Personal Information
- Date of Birth: 07/15/92
- Gender: Male
Timeline
Assistant Consultant ( Sr. Technical Lead)
TCS
04.2023 - Current
Operations Specialist
HCL Technologies
06.2020 - 03.2023
Team Lead (Nityo InfoTech payroll)
WIPRO
02.2020 - 05.2020
Senior Associate Technical Support Specialist
Tech Mahindra
08.2018 - 07.2019
Digital Interaction Specialist
24/7 Customer Pvt Ltd
03.2015 - 12.2017
Customer Relations Officer
HGS Technologies
06.2013 - 11.2014
Bachelor of Engineering and technology -
JNTU
Intermediate -
State Board of Intermediate
SSC -
State Secondary Board of Education