Priyanka Pithambaran

Analytical Command Centre Deputy Lead with over 5 years of experience monitoring enterprise-level IT infrastructure, driving real-time incident response, and ensuring optimal system reliability. Expert in ITIL frameworks, SLA management, and leading critical incident bridge calls (P1/P2). Proven track record in team leadership, delegating workflows, and maintaining 100% SLA compliance for global healthcare and clinical research enterprise clients.

System Engineer - Command Centre Deputy Lead (Novartis Account) - TATA CONSULTANCY SERVICES

(2021-01)

• Team Leadership: Direct a team of 9 analysts managing daily IT service requests and incidents, consistently achieving 100% SLA compliance.
• Incident & Escalation Management: Lead bridge calls and real-time response efforts for high-priority (P1/P2) incidents, coordinating across technical teams to minimize downtime and communicate updates to key stakeholders.
• System Monitoring: Monitor and analyze enterprise system performance via Splunk, responding swiftly to system alerts, outages, and operational emergencies.
• Governance & Change Execution: Oversee monthly system patching activities, maintain the Governance Maintenance Calendar, and track change creation by technical teams to ensure seamless service continuity.
• Process Optimization: Author and update Standard Operating Procedures (SOPs), escalation matrix workflows, and service operations documentation.
• Request Management: Assess user queries and process service requests through the ServiceNow catalog to ensure proper ticket routing and fulfillment.

Procurement Analyst (Parexel International Account) - TATA CONSULTANCY SERVICES

(2021-01)

• Mobile Procurement Operations: Managed global mobile device procurement for end-users across multiple international locations.
• Gatekeeping & Approvals: Acted as primary gatekeeper for mobile procurement tickets, reviewing user requests and authorizing hardware/service approvals.
• Vendor & Escalation Management: Partnered with vendors to place orders, streamline delivery timelines, and conduct recurring meetings to optimize supply chain workflows.
• Financial & Support Operations: Processed cross-border mobile device invoices and resolved user escalations regarding mobile hardware and cellular connectivity.

Bachelor of Technology (B.Tech) - Information Technology - Shri Vaishnav Vidyapeeth Vishwavidyalaya (2016-07 - 2020-07)