Srinivas Prakash

• Enterprise Governance Architecture: Orchestrated 30+ ITSM process enhancements to
sustain absolute ISO 20000 compliance and a flawless record of 100% SLA/KPI adherence
across high-value enterprise service towers.
• Critical Operations Leadership: Directed the resolution of 100+ Major Incidents and 150+
Problem Investigations, engineering permanent structural fixes that achieved a zero-recurrence
rate for mission-critical business services.
• Client Transformation & Onboarding: Architected and deployed bespoke ITSM ecosystems for
8+ enterprise clients; led the end-to-end journey from requirement gathering and process design
to UAT and training, ensuring all external operations were audit-ready from Day 1 .
• AIOps & Cloud-Fluent Innovation: Revolutionized the self-service landscape by authoring 80+
service policies and knowledge articles (targeting a 10% case deflection rate) and optimize
50+ service catalog items and enhance CX with higher FCR through Shift Left Approach through
Chatbot prompt engineering and training.
• Audit & Sovereignty Oversight: Served as part of the Auditee team for internal and external ISO
20000 compliance, institutionalizing routine ticket audits and data-quality governance checks that
secure consistently successful compliance outcomes.
• Strategic Reporting & Vendor Synergy: Synthesized complex ticket analytics into high-impact
service review reports for C-suite leadership; governed vendor performance and cross-functional
service transitions to ensure seamless operational continuity.

• Service Innovation: Applied ITIL 4 principles to design a Shift-Left strategy, launching a virtual
chatbot that achieved a 30% case deflection rate. Operational Excellence: Redesigned support processes and documentation, increasing overall
operational efficiency by 20%, and optimizing knowledge content by 30%.

Global Standardization: Centralized global proposal content on a self-service portal, driving a
30% increase in operational efficiency and slashing content re-creation by 40%.

Engineered centralized
enterprise content strategies that realized a 30% reduction in global support cases and a 35%
increase in resource utilization through standardized performance insights. Spearheaded the
development of high-impact support resources, optimizing content delivery to drive a measurable
decrease in recurring technical inquiries. Orchestrated the knowledge
architecture for 9 major infrastructure transitions and mentored high-performing service desk
teams to drive collaborative process improvements and operational efficiency. Established a high
performance baseline in technical service delivery, maintaining an 8-minute AHT and 85%
quality score while pioneering proactive troubleshooting repositories.