Srivathsan S

• Led the planning and execution of pre-launch dry runs for the PS5 release, PS3/4/5 System firmware updates, Global Device automation and end-end observability initiatives by defining the comprehensive processes encompassing all aspects and engaged with the stakeholders across diverse regions, fostering effective communication to align strategies and expectations.
• Meticulously documented key learnings and identified potential risks, enabling proactive mitigation measures.
• Conducted thorough assessments to identify areas for improvement, implementing enhancements to optimize the launch process and enhance overall efficiency.

Owned and managed team operations , enduring seamless service delivery and process optimization

Directed team efforts to achieve service delivery excellence, fostering client satisfaction and business growth.

Spearheaded the process optimization, defining best practices and led project oversight, roadmaps and timelines to streamline the programs

Incident, Problem and Change management- Managed critical change requests, gathered RCA (Root Cause Analysis) for major incidents and proposed preventive measures to mitigate future occurrences.

Monitored the system performance, conducted regular analysis of key metrics such as SLA, MTTA, MTTR and reporting status to the stakeholders.

Offered techinical guidance to troubleshoot issues to maintain system integrity and performance. Analyzed performance metrics to identify areas for improvements and trends, implementing strategies to enhance system performance and efficiency.

Managed multiple clients and projects for prominent organizations including The Home Depot, StateFarm, Sony and Boots Pharmaceuticals (UK) ensuring successful outcomes and client satisfaction

Successfully transitioned the SAP BASIS project for Sony, UK to offshore teams, owning the entire transition process including due diligence, knowledge transfer, Primary/Secondary support until Go-live

Led the Incident/Problem/Change management teams for clients such as GenRe (Germany), Lexmark, UPS, providing guidance and support to ensure project success.