Shanker A. Prasad

𝗙𝗿𝗼𝗺 𝗺𝗮𝗻𝗮𝗴𝗶𝗻𝗴 𝗰𝗼𝗺𝗽𝗹𝗲𝘅 𝗜𝗧 𝗲𝗰𝗼𝘀𝘆𝘀𝘁𝗲𝗺𝘀 𝘁𝗼 𝗹𝗲𝗮𝗱𝗶𝗻𝗴 𝗴𝗹𝗼𝗯𝗮𝗹 𝗡𝗣𝗜 𝗹𝗮𝘂𝗻𝗰𝗵𝗲𝘀, 𝗜’𝘃𝗲 𝘀𝗽𝗲𝗻𝘁 𝗼𝘃𝗲𝗿 𝗮 𝗱𝗲𝗰𝗮𝗱𝗲 𝘁𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝗶𝗻𝗴 𝗼𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀 𝗶𝗻𝘁𝗼 𝘀𝘁𝗼𝗿𝗶𝗲𝘀 𝗼𝗳 𝗺𝗲𝗮𝘀𝘂𝗿𝗮𝗯𝗹𝗲 𝘀𝘂𝗰𝗰𝗲𝘀𝘀.

I’m 𝗦𝗵𝗮𝗻𝗸𝗲𝗿 𝗔. 𝗣𝗿𝗮𝘀𝗮𝗱, a 𝘀𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗰 𝗜𝗧 𝗗𝗲𝗹𝗶𝘃𝗲𝗿𝘆 𝗟𝗲𝗮𝗱𝗲𝗿 and 𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗣𝗿𝗼𝗷𝗲𝗰𝘁 𝗠𝗮𝗻𝗮𝗴𝗲𝗿 who thrives on bridging business vision with execution excellence. With 𝗼𝘃𝗲𝗿 𝟭𝟬 𝘆𝗲𝗮𝗿𝘀 𝗼𝗳 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗶𝗻 𝗴𝗹𝗼𝗯𝗮𝗹 𝘁𝗲𝗰𝗵𝗻𝗼𝗹𝗼𝗴𝘆 𝗼𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀, I’ve led teams that deliver innovation, reliability, and value — from SaaS and cloud transformations to IT Service Delivery modernization across continents.

𝗠𝘆 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 𝗣𝗵𝗶𝗹𝗼𝘀𝗼𝗽𝗵𝘆

I believe great delivery isn’t just about meeting SLAs — it’s about creating impact. Whether it’s building team capability development programs or driving NPI leadership initiatives, I lead by empowering people, optimizing processes, and ensuring technology drives measurable outcomes.

𝗪𝗵𝗮𝘁 𝗜 𝗕𝗿𝗶𝗻𝗴 𝘁𝗼 𝘁𝗵𝗲 𝗧𝗮𝗯𝗹𝗲

🌍 𝗜𝗧 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗗𝗲𝗹𝗶𝘃𝗲𝗿𝘆 & 𝗚𝗼𝘃𝗲𝗿𝗻𝗮𝗻𝗰𝗲: Directed enterprise-level delivery across 5 global regions, achieving 97 % SLA adherence and a 25-point NPS increase.

🚀 𝗡𝗣𝗜 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽: Spearheaded multiple new product introductions for HPE GreenLake, delivering 100 % readiness and reducing go-live risks by 30 %.

🧩 𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗣𝗿𝗼𝗷𝗲𝗰𝘁 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁: Managed cross-functional delivery programs integrating Agile + ITIL frameworks, cutting deployment time by 22 % and boosting efficiency by 20 %.

👥 𝗧𝗲𝗮𝗺 𝗖𝗮𝗽𝗮𝗯𝗶𝗹𝗶𝘁𝘆 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁: Built learning ecosystems for 200 + engineers, raising skill readiness from 78 % to 96 % and enabling continuous growth.

📈 𝗢𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗘𝘅𝗰𝗲𝗹𝗹𝗲𝗻𝗰𝗲: Designed process frameworks that reduced incident recurrence by 32 % and elevated customer satisfaction scores globally.

🌟 𝗡𝗼𝘁𝗮𝗯𝗹𝗲 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀
🏆 𝗥𝗲𝗰𝗼𝗴𝗻𝗶𝘇𝗲𝗱 𝘄𝗶𝘁𝗵 𝗛𝗣𝗘 𝗕𝗿𝗼𝗻𝘇𝗲 𝗔𝘄𝗮𝗿𝗱 for process optimization that improved KPI performance (AHT, TCE, Case Age, Escalation) by 5 %.


🔗 𝗜𝗻 𝗦𝘂𝗺𝗺𝗮𝗿𝘆
I’m passionate about turning technical complexity into customer clarity, driving IT Service Delivery excellence, and building high-performing teams that scale innovation globally.

Dynamic and results-driven IT Service Management Leader with over 10 years of experience driving Major Incident, Problem, stakeholder relationship management, operational governance and Change Management across globalenterprise environments. Adept at orchestrating end-to-end  service  restoration, conducting deep-dive root causeanalyses, and leadingcross-functional coordination to ensure minimal business disruption and 95%+ SLA compliance. A PMP® and ITIL v4 certified professional, I bring proven expertise in ITIL governance,  service quality  improvement,  and  process  consulting, with hands-on proficiency in ServiceNow, Jira, and Confluence. Recognized for building resilient IT operations that have reduced critical incidents by 32%, enhanced customer satisfaction by 10 points (NPS), and improved Knowledge management for FCR by 40% through strategic automation, SOP design, and stakeholder engagement, mentoring technical teams, and managing complex escalations, Known for my calm leadership  under pressure,  analytical mindset, and  ability to turn operational challenges into opportunities for innovation and service excellence.

I have completed my B.Com rgraduate degree in 2004, focusing on commerce, finance, accounting, economics, business law, taxation, and management principles. Core subjects include Financial Accounting, Cost Accounting, Business Mathematics, Economics, Corporate Law, Auditing, Banking, and Marketing.