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Srinivas Prakash Rao Balla

@srinivasprakashraoba

IT Service Delivery Manager at Bank of Baroda, driving banking operations, ITIL service management, and disaster recovery readiness.

India

Message

At Bank of Baroda, I lead end-to-end IT Service Management for banking operations, covering infrastructure services and ITIL incident, problem, change, and major incident management. I also support RBI audits and lead disaster recovery drills and business continuity activities.

Previously, at IKS Health, I improved SLA performance and reduced response time by 25% through automation. At Kyndryl Solutions Pvt. Ltd., I managed middleware operations and disaster recovery planning, while automating resolution processes that reduced tickets by 30%.

Experience

Work history, roles, and key accomplishments

Current

Lead – Service Management

Current

Bank of Baroda

Aug 2025 - Present (1 year 2 months)

Lead end-to-end IT Service Management for large-scale banking operations, managing 24x7 infrastructure services and driving incident, problem, and change management as per ITIL.

ITIL ServiceNow Incident Management Problem Management Change Management Major Incident Management SLA Management KPI Management Cloud Operations DR Drills BCP RBI Compliance Audit Governance

Associate Director – Service Delivery

IKS Health

Apr 2024 - Feb 2025 (10 months)

Led IT service delivery operations, deskside support, and asset management, managing 18 engineers and overseeing 12,000+ IT assets.

IT Service Delivery Desk Side Support Asset Management SLA Management Automation Vendor Management Stakeholder Communication Service Optimization

Delivery Manager II

Kyndryl Solutions Pvt. Ltd.

Sep 2021 - Aug 2023 (1 year 11 months)

Managed Middleware operations (MQ, DB2, WAS, JBoss) for enterprise accounts, led Sev1 and Sev2 incidents using ServiceNow, and improved incident response time by 20%.

Middleware IBM MQ DB2 WAS JBoss ServiceNow Incident Management Disaster Recovery Automation Team Management

Delivery Operations Manager

IBM India Pvt. Ltd.

Mar 2017 - Aug 2021 (4 years 5 months)

Managed service delivery for 50+ enterprise accounts across LATAM, led a 40-member global delivery team, and ensured SLA/KPI compliance across Unix, Windows, Security, and Middleware.

Service Delivery SLA Management KPI Management Unix Windows Security Middleware Automation NPS Contract Renewal

Senior Analyst – Delivery Management

NTT DATA Services Pvt. Ltd.

Mar 2012 - Mar 2017 (5 years)

Managed Service Desk & Infrastructure Operations for Australian clients, governed SLA compliance using ServiceNow, and led Voice of Customer programs.

Service Desk Infrastructure Operations SLA Management ServiceNow Voice Of Customer Cloud Optimization Continuous Service Improvement (CSI)