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Aditya Kondagari

@adityakondagari

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Senior IT Manager driving ITSM, infrastructure resilience, and high-severity incident recovery.

India

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What I'm looking for

I seek a leadership role in ITSM or infrastructure where I can drive incident reduction, SLA excellence, automation, cross-functional collaboration, and mentor teams while aligning IT with business outcomes.

I am a Senior IT Manager with 14+ years of experience in IT Service Management, infrastructure operations, and service delivery across BFSI, Telecom, Cloud, and FMCG sectors. I specialize in major incident and problem management, ITIL-driven process improvements, and automation to enhance service reliability.

I have led cross-functional teams, chaired high-severity bridge calls, and partnered with executives to align IT strategy with business goals, delivering measurable results such as 30% faster incident resolution, 25% fewer recurring outages, and improved audit and compliance scores.

My approach blends data-driven dashboards, vendor governance, and continuous service improvement to reduce downtime, optimize SLAs, and strengthen operational resilience while mentoring teams and driving stakeholder confidence.

Experience

Work history, roles, and key accomplishments

Senior IT Manager

Cognizant Technology Solutions

Sep 2023 - Oct 2024 (1 year 1 month)

Directed end-to-end IT infrastructure and service delivery for the PepsiCo account, improving incident resolution time by 30% and ensuring 100% SLA compliance while reducing recurring outages by 25% through ITIL-driven RCA.

ITSM ITIL SLA Management Service Delivery ServiceNow Vendor Management Dashboarding

Sr. Incidents & Problem Manager

NGENUE India Pvt Ltd

Nov 2022 - May 2023 (6 months)

Led global high-severity incident resolution impacting 50K+ users, reducing recurrence by 40%+ via structured root-cause elimination and delivering 100% SLA compliance on problem lifecycle.

Problem Management ITIL War Rooms Dashboarding SLA

IT Service Assurance Manager

Cloud4C

Mar 2022 - Aug 2022 (5 months)

Directed high-severity incident governance and stakeholder engagement, improving incident closure timelines by 35% and driving 20%+ improvements in service assurance metrics through KPI and dashboard frameworks.

ITIL KPIs Stakeholder Management Service Assurance

Senior IT Support Services Manager

IBM

Apr 2016 - Dec 2021 (5 years 8 months)

Led client lifecycle and service delivery, improving SLA adherence to 98%, reducing escalation response times by 40%, and increasing customer satisfaction by 30% while enabling 22% incremental revenue growth through upsell initiatives.

Service Delivery Client Engagement Incident Management SLA Management ITSM Stakeholder Management Revenue Growth Knowledge Management

Sr. Client Service Manager

AT&T Global Business Solutions Pvt Ltd

Mar 2012 - Apr 2016 (4 years 1 month)

Delivered global network and infrastructure solutions, improving system reliability by 28%, reducing client churn by 18%, and achieving 96% SLA compliance through proactive change and performance management.

Network Solutions Client Retention SLA Management Change Management Performance Management Risk Mitigation

Customer Service Executive

HSBC Global Banking & Markets

Feb 2010 - May 2012 (2 years 3 months)

Managed client relationships and issue resolution, improving satisfaction scores by 20% and restoring services 35% faster while reducing recurring incidents by 22% through coordinated preventive measures.

Customer Service Risk Mitigation Process Improvement Client Engagement Incident Response