Vikash Tallapudi

Partnered with cross-functional stakeholders and engineering teams to define and prioritise product requirements across 10+ legacy applications, reducing scope ambiguity and ensuring delivery alignment through structured scoping discussions and Agile ceremonies. Led daily stand-ups and monitored application health metrics to proactively identify anomalies and root causes, reducing incident respons

Managed 5+ major incidents per shift (P1/P2) for enterprise clients, driving Root Cause Analysis (RCA) to identify systemic failure patterns and authorizing emergency changes — reducing repeat incidents and improving service stability through structured problem-solving. Designed and implemented an enterprise-wide Knowledge Management framework in ServiceNow, collaborating with engineers and incide

Delivered multi-channel (chat, phone, email) technical support handling 30–35 tickets daily, achieving 85% first-call resolution and 80% customer satisfaction score for Hitachi Vantara employees, partners, and vendors. Administered Identity & Access Management across AD, Exchange, Office 365, Oracle, and Salesforce, applying Data-Driven Decision-Making to prioritize and process 50–250 access reque

Managed high and critical priority incidents for Community Health Systems, handling 1–2 outages per shift and coordinating bridge calls with resolver teams, vendors, and local IT to minimize downtime, achieving 2–4 hour resolution time for P1/P2 incidents with 90% SLA compliance.

Managed service desk ticket queues handling 50+ tickets weekly with 90% SLA compliance, while performing SAP user administration operations supporting 5,000+ enterprise users across multiple business units. Coached teams on CSAT improvement, customer contact best practices, and personal accountability, fostering a customer-first mindset and ownership of service outcomes.

Bachelor of Computer Sciences degree from Sri Vinayaka Missions University, completed in 2015.