
Shanker A. Prasad
Customer Service / Support
About Shanker A. Prasad:
๐๐ฟ๐ผ๐บย ๐บ๐ฎ๐ป๐ฎ๐ด๐ถ๐ป๐ดย ๐ฐ๐ผ๐บ๐ฝ๐น๐ฒ๐ ย ๐๐งย ๐ฒ๐ฐ๐ผ๐๐๐๐๐ฒ๐บ๐ย ๐๐ผย ๐น๐ฒ๐ฎ๐ฑ๐ถ๐ป๐ดย ๐ด๐น๐ผ๐ฏ๐ฎ๐นย ๐ก๐ฃ๐ย ๐น๐ฎ๐๐ป๐ฐ๐ต๐ฒ๐,ย ๐โ๐๐ฒย ๐๐ฝ๐ฒ๐ป๐ย ๐ผ๐๐ฒ๐ฟย ๐ฎย ๐ฑ๐ฒ๐ฐ๐ฎ๐ฑ๐ฒย ๐๐ฟ๐ฎ๐ป๐๐ณ๐ผ๐ฟ๐บ๐ถ๐ป๐ดย ๐ผ๐ฝ๐ฒ๐ฟ๐ฎ๐๐ถ๐ผ๐ป๐ย ๐ถ๐ป๐๐ผย ๐๐๐ผ๐ฟ๐ถ๐ฒ๐ย ๐ผ๐ณย ๐บ๐ฒ๐ฎ๐๐๐ฟ๐ฎ๐ฏ๐น๐ฒย ๐๐๐ฐ๐ฐ๐ฒ๐๐.
Iโmย ๐ฆ๐ต๐ฎ๐ป๐ธ๐ฒ๐ฟย ๐.ย ๐ฃ๐ฟ๐ฎ๐๐ฎ๐ฑ, aย ๐๐๐ฟ๐ฎ๐๐ฒ๐ด๐ถ๐ฐย ๐๐งย ๐๐ฒ๐น๐ถ๐๐ฒ๐ฟ๐ย ๐๐ฒ๐ฎ๐ฑ๐ฒ๐ฟ andย ๐ง๐ฒ๐ฐ๐ต๐ป๐ถ๐ฐ๐ฎ๐นย ๐ฃ๐ฟ๐ผ๐ท๐ฒ๐ฐ๐ย ๐ ๐ฎ๐ป๐ฎ๐ด๐ฒ๐ฟ who thrives on bridging business vision with execution excellence. Withย ๐ผ๐๐ฒ๐ฟย ๐ญ๐ฌย ๐๐ฒ๐ฎ๐ฟ๐ย ๐ผ๐ณย ๐ฒ๐ ๐ฝ๐ฒ๐ฟ๐ถ๐ฒ๐ป๐ฐ๐ฒย ๐ถ๐ปย ๐ด๐น๐ผ๐ฏ๐ฎ๐นย ๐๐ฒ๐ฐ๐ต๐ป๐ผ๐น๐ผ๐ด๐ย ๐ผ๐ฝ๐ฒ๐ฟ๐ฎ๐๐ถ๐ผ๐ป๐, Iโve led teams that deliver innovation, reliability, and value โ from SaaS and cloud transformations to IT Service Delivery modernization across continents.
๐ ๐ย ๐๐ฒ๐ฎ๐ฑ๐ฒ๐ฟ๐๐ต๐ถ๐ฝย ๐ฃ๐ต๐ถ๐น๐ผ๐๐ผ๐ฝ๐ต๐
I believe great delivery isnโt just about meeting SLAs โ itโs about creating impact. Whether itโs building team capability development programs or driving NPI leadership initiatives, I lead by empowering people, optimizing processes, and ensuring technology drives measurable outcomes.
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๐ช๐ต๐ฎ๐ย ๐ย ๐๐ฟ๐ถ๐ป๐ดย ๐๐ผย ๐๐ต๐ฒย ๐ง๐ฎ๐ฏ๐น๐ฒ
๐ย ๐๐งย ๐ฆ๐ฒ๐ฟ๐๐ถ๐ฐ๐ฒย ๐๐ฒ๐น๐ถ๐๐ฒ๐ฟ๐ &ย ๐๐ผ๐๐ฒ๐ฟ๐ป๐ฎ๐ป๐ฐ๐ฒ: Directed enterprise-level delivery across 5 global regions, achieving 97 % SLA adherence and a 25-point NPS increase.
๐ย ๐ก๐ฃ๐ย ๐๐ฒ๐ฎ๐ฑ๐ฒ๐ฟ๐๐ต๐ถ๐ฝ: Spearheaded multiple new product introductions for HPE GreenLake, delivering 100 % readiness and reducing go-live risks by 30 %.
๐งฉย ๐ง๐ฒ๐ฐ๐ต๐ป๐ถ๐ฐ๐ฎ๐นย ๐ฃ๐ฟ๐ผ๐ท๐ฒ๐ฐ๐ย ๐ ๐ฎ๐ป๐ฎ๐ด๐ฒ๐บ๐ฒ๐ป๐: Managed cross-functional delivery programs integrating Agile + ITIL frameworks, cutting deployment time by 22 % and boosting efficiency by 20 %.
๐ฅย ๐ง๐ฒ๐ฎ๐บย ๐๐ฎ๐ฝ๐ฎ๐ฏ๐ถ๐น๐ถ๐๐ย ๐๐ฒ๐๐ฒ๐น๐ผ๐ฝ๐บ๐ฒ๐ป๐: Built learning ecosystems for 200 + engineers, raising skill readiness from 78 % to 96 % and enabling continuous growth.
๐ย ๐ข๐ฝ๐ฒ๐ฟ๐ฎ๐๐ถ๐ผ๐ป๐ฎ๐นย ๐๐
๐ฐ๐ฒ๐น๐น๐ฒ๐ป๐ฐ๐ฒ: Designed process frameworks that reduced incident recurrence by 32 % and elevated customer satisfaction scores globally.
๐ย ๐ก๐ผ๐๐ฎ๐ฏ๐น๐ฒย ๐๐ฐ๐ต๐ถ๐ฒ๐๐ฒ๐บ๐ฒ๐ป๐๐
๐ย ๐ฅ๐ฒ๐ฐ๐ผ๐ด๐ป๐ถ๐๐ฒ๐ฑย ๐๐ถ๐๐ตย ๐๐ฃ๐ย ๐๐ฟ๐ผ๐ป๐๐ฒย ๐๐๐ฎ๐ฟ๐ฑ for process optimization that improved KPI performance (AHT, TCE, Case Age, Escalation) by 5 %.
๐ย ๐๐ปย ๐ฆ๐๐บ๐บ๐ฎ๐ฟ๐
Iโm passionate about turning technical complexity into customer clarity, driving IT Service Delivery excellence, and building high-performing teams that scale innovation globally.
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Experience
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 Managementย acrossย globalenterpriseย environments.ย Adeptย atย orchestratingย end-to-endย serviceย restoration,ย conductingย deep-diveย rootย causeanalyses,ย andย leadingcross-functional coordination to ensure minimal business disruption and 95%+ SLA compliance. A PMPยฎ and ITIL v4 certified professional, I bringย provenย expertiseย in ITIL governance,ย serviceย qualityย improvement,ย andย processย consulting,ย withย hands-onย proficiencyย in ServiceNow, Jira,ย andย Confluence. Recognized for building resilient IT operations that have reduced critical incidents by 32%, enhanced customer satisfaction by 10 pointsย (NPS), and improved Knowledge management for FCR by 40%ย through strategic automation, SOP design, and stakeholder engagement, mentoring technical teams, and managing complex escalations, Known for myย calmย leadershipย underย pressure,ย analyticalย mindset,ย andย ability toย turnย operationalย challengesย intoย opportunitiesย forย innovationย andย serviceย excellence.
Education
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.
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