Pralhad Patil
@pralhadpatil
Senior Manager at Fiserv leading observability and AIOps across 1,500+ products; built an AI recommendation engine that reached 93% Level 1 resolution.
IndiaWhat I'm looking for
At Fiserv, I lead the observability and AIOps program across 1,500+ products, using 70+ KPIs to help support teams spot issues earlier. I manage a toolset spanning Splunk, Dynatrace and Moogsoft.
I built an Incident and Issue Recommendation engine that sends real alerts to an AI engine and returns the top three recommendations through an automated API call. Level 1 resolution reached 78% in the first 12 months and 93% over the following six; self-healing automation for recurring fixes rose from 0% to 43% in six months.
I’ve also improved service operations at Fiserv by reducing root-cause turnaround, including corrective actions, from 60 days to two weeks, and saving 30% of FTE hours on request fulfilment. I coach engineers into subject matter experts and run SRE and observability training; I’m ITIL 4 Managing Professional and SRE Practitioner certified.
Experience
Work history, roles, and key accomplishments
Senior Manager, Application Support Operations
Jan 2023 - Present (3 years 9 months)
Leads a team of 65, overseeing observability and AIOps for 1,500+ products, and driving incident, problem, change, and request fulfilment improvements. Achieved 78% Level 1 resolution in the first 12 months and 93% in the following 6 months, and reduced RCA turnaround from 60 days to 2 weeks.
Designed and rolled out the AIOps and observability platform, set up major incident war rooms, and improved transition processes. Reduced high-severity resolution time by 80% and transition risk by 60%.
Owned SLA performance for client financial institutions and credit unions, re-engineered file delivery processes, and automated repetitive tasks. Achieved zero SLA-miss penalties and reduced manual effort by 40%.
Associate, Professional and Specialist, Application Support
May 2008 - Dec 2016 (8 years 7 months)
Progressed through three grades in application support, taking on wider responsibility at each step.
Served as final-tier escalation owner, achieving 86% First Time Resolution. Acted as issue auditor, created team rosters and shift schedules, and led action teams.
Inbound Technical Support Agent, Level 1 (Internet Support)
E2E Servisol (Tata BPO)
Apr 2005 - Sep 2006 (1 year 5 months)
Handled inbound voice calls for Level 1 internet support, troubleshooting connectivity and service issues, and escalating unresolved cases to the next support level.
Education
Degrees, certifications, and relevant coursework
B.Sc. Computer Science
Bachelor of Science, Computer Science
Completed a Bachelor of Science in Computer Science in 2006.
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
Interested in hiring Pralhad?
You can contact Pralhad and 90k+ other talented remote workers on Himalayas.
Message PralhadGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
