Pranathi Naidu

IT Service Delivery and Cloud Operations professional with 4+ years of experience delivering enterprise-grade CI/CD pipeline reliability and production support for a global reinsurance client (Munich Re) at NTT DATA. Skilled in owning P1/P2 major incident resolution, sustaining 99%+ SLA adherence, and driving zero-outage certificate and access management across production environments. Recipient of NTT DATA's Delivery Excellence Award (2023).

Currently completing a focused upskilling program in Azure DevOps, CI/CD architecture, and cloud monitoring ahead of re-entering the workforce.

IT Senior Associate — Service Delivery & Digital Operations - NTT DATA - Bengaluru, India

(2021-05 - 2025-05)

Client: Munich Re (Global Reinsurance)

• Monitored and maintained CI/CD pipeline health across Azure DevOps for enterprise applications, triaging pipeline failures and HTTP 4xx errors and coordinating structured root-cause analyses with development squads to reduce recurring deployment failures.
• Managed the full Azure application lifecycle — creation, configuration, secrets management, manifest updates, application onboarding, and user access provisioning — sustaining zero unauthorized access incidents across 4 years.
• Ran proactive Azure Monitor health checks, detecting performance degradations and service anomalies ahead of customer impact and directly supporting production uptime SLA targets.
• Executed end-to-end API health validation with Postman across Dev, QA, and Prod — generating OAuth tokens, verifying HTTP 200 OK responses, and escalating anomalies via structured defect reports to cut mean-time-to-detect for API failures.
• Owned P1/P2 Major Incident Management end-to-end, leading bridge calls with Microsoft Azure Support and product teams during critical production outages to drive resolution within SLA windows while maintaining continuous stakeholder communication.
• Logged and tracked all incidents in ServiceNow within defined SLA timelines, and created JIRA tickets and Azure DevOps PBIs/bug items to feed sprint backlogs — achieving 100% ticket traceability and reducing repeat incidents.
• Managed the SSL/TLS certificate expiry lifecycle, alerting stakeholders 30+ days in advance and achieving zero certificate-related service outages.
• Served as primary liaison between business users and product/development teams, managing service request intake, prioritization, and resolution coordination while maintaining SLA adherence across the full request lifecycle.
• Earned NTT DATA's Delivery Excellence Award (2023) for outstanding service delivery and client impact — one of a select group of associates recognized firm-wide.

Career Break — Professional Upskilling - Bengaluru, India

(2025-06)

• Took a planned career break for family responsibilities; used the time to deepen technical expertise in Azure DevOps, CI/CD pipeline architecture, Azure Repos, and cloud monitoring best practices ahead of re-entering the workforce.

Bachelor of Technology - Computer Science - GITAM University (2020)