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Click here or scroll down to respond to this candidateEmail: EMAIL AVAILABLERole: ITIL/ITSM Support EngineerMobile: PHONE NUMBER AVAILABLEPROFESSIONAL EXPERIENCE5 +years of Experience in Incident, Problem management and change management with broad knowledge and experience in IT Operations.Engages in all major incidents and restore business operations as quickly as possible.Acting as a SPOC for the customers to provide the status for all the Incidents.Support and assist in incident resolution, problem management, Root Cause and Corrective Action (RCA) analysis and Change Management.Suggest process improvement areas based on ITIL methodology and make recommendations to improve customer satisfaction.Performs as the liaison with Technology Operations and Line of Business teams which includes support, application admin teams and leadership to ensure swift resolution of incidents within SLA targets during critical outages and changes.Ensure Compliance to Incident management and ticketing processes.Knowledge working in JIRA & Service now application.Preparing Monthly reports and PIR reports on overall status of the Incidents .Knowledge in creating Tableau dashboard reports.Worked on Incidents, change requests and Problem, interact with technical teams to understand narrow down and troubleshoot problems passed to Bridge Clarify Queue.Ensure Timely updates made before the case gets closed as per the service level agreement.Monitoring all Servers, Dashboards and alerts on daily basis.Working on Outages as per change request and planning for each release.Experience in configuring the SLAs for various ITIL processes as per the client requirements.ITIL Expert with broad experience in ITSM process development, improvement and measurement.Experience in multiple ITSM processes including Service Level, Supplier, Incident, Change, KnowledgeGood knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.Proficient in SQL Queries, Microsoft Office application suite; Outlook, Word, Excel, PowerPoint.Technical Skills:Tools & ApplicationServiceNow & Cherwell service Management.Programming/ScriptingLanguagesShell Script, C, C++, HTML.Databases TechnologiesExperience working in TOAD using SQL language.Operating SystemsWindows, UNIX and Linux.ITIL PROCESSIncident,Changemanagenent,ServiceManagement,Problem Management,RCA Documentation.MS OFFICEWord,Excel,Powerpoint & OutlookCertificationsITIL V3 Foundation, ISTQBWork ExperienceNov 2021- May 2023Amtrak Senior Incident ManagerWorking in SNOW application to review Incidents and change requests.Working in reviewing proposed major incident and access validity based on business impact.Initiating bridge calls to drive issues to until it gets resolved.Documented activities and discussions on the incidents.Communicating the status updates to the required levels of leadership on the Incidents and changes.Generating an After-Action Report for every Incidents.Recommend Corrective actions to the Problem process for postmortem discussionReviewing and correcting SOPs/ Document as requested.Facilitating a Daily Operations Call reviewing previous major incidents and reviewing upcoming changes.Consolidating and providing daily reports reviewing incidents, changes, and problems within the environment.Assisting in the problem management activities and process as needed, including but not limited to the followingActing as scribe during regular Problem review meetings.Recommend corrective actions based on Major Incident events.Employer: HiregenicsDocument Analyst April 2020-June 2020Worked in this Project for 3 Months in Mortgage Industry.Data review and input for a major corporation providing financial, property and consumer information, analytics and business intelligence.The documents reviewed and cataloged provide the company the data to analyze information assets and data to provide clients with analytics and customized data services.Knowledge of specific real estate documents filed in specific counties required.Analytical skills to proficiently review recorded documents for data integrity within strict production and quality guidelines.BT -Telecom July 2011-Nov 2013Sr Incident AnalystProvide regular updates and weekly reporting of major incidents and requests.Strive for continuous improvement of overall major incident process and communication, including tracking and archiving all post-incident reports and incident and problem trend analysis.Administer the Major Incident Management (MIM) process and ensure adherence to process and escalation requirements within various support and delivery areas, assisting teams in establishing SLAs and KPIs.Coordinate triage activities, leading support, development and engineering teams to a rapid restoration of service during Major Incident events, escalating to leadership when appropriate and communicating to IT leadership.Perform regular review of active, historical incidents and root cause analysis to identify trends and opportunities for improvements across IT functions.Initiate communication of known issues or trends with the Service Desk, Infrastructure and other functions as needed; partner with Service Desk manager to review daily queue statistics to proactively identify potential chronic issues.Manage, create and maintain knowledge management articles.Working on new CR from client and implementing the same.Finding the root cause for issues in the application infrastructure.Good understanding on UNIX servers and clustering concepts.Established effective relationships with technology personnel, program and project managers, stakeholders and clientsScheduled weekly meetings with affiliated teams to determine project status, risks and discrepancy.Developed reports as per requirements from management and analyzed reports to present it to end users.Served as a liaison among development teams, application services, and the business, including functioning as a subject matter expert (SME).Providing knowledge sharing sessions to Team members and the new associates.Actively monitor and coordinate system tuning to improve operational capabilities.Experience in understanding and helping Clients during Requirement reviews and testing cycles.Incident Management of High Severity, Outage Management.Initiate Bridge calls, drive communication and teams to ensure uptime of infrastructure within Service levels.Co-ordinate with Multiple teams to get the issue resolved within SLA.Exposure to ITIL Framework and handle Client contacts and engage as and when required.Work with technical teams to resolve an issue and client is updated.Worked in Disaster Recovery in regards that all documents are current and made suggestions on how to improve based on previous issues.Monitor server status and restart servers as needed.Work with AD and other systems work with remote PC access to troubleshoot potential issues.Client: British Telecom July2010 -June2011Incident AnalystEffective and rapid response to Major Incidents, also chair all Major incident meetings & technicalBridges further develop and maintain the incident management process.Communicated and work with Project Manager to define metrics, performance goals and risk analysis.Make sure all critical and major incidents are addressed within SLA and OLA response and sending out the critical alerts for such incidents.Audited major service interruption tickets for appropriate prioritization, technical and business domain accuracy, and service level metrics.Collaborated with cross functional teams to analyze, investigate and diagnosis root cause of problems, as well as completion of corrective actions. Engaged at a basic technical level in discussions to evaluate those solutions and publish Root Cause Analysis (RCA) report.Effective and rapid response to major incidents, also chair all major incident and operation review meetings & technical bridges further develop and maintain the service management process.Produced metrics for service performance and customer satisfaction both on a regular and ad-hoc basis.Creating and updating Remedy tickets for change and incident management to document monitoring and recovery steps. Capturing incident follow-ups and completing formal post implementation reviews.Escalating and communicating in a timely fashion the status of major incidents and problems with IT and business stakeholders including executive management.Providing regular incident and change notifications (planned & unplanned) to impacted lines of business and senior managers with appropriate data including business impact, application affected and relevant details regarding incident resolution.Logged and prioritized all Requests for Change (RFCs) with all required information to an appropriate standard and presented the daily and weekend FSCs (Forward Schedule of Changes).Client: British Telecom June2009-Jul2010Support EngineerResponsibilities:Supporting and maintaining all Application that runs on Sun Solaris Servers.Responsible for Patches, Configuration and backup for Servers.Applying UNIX skills to Monitor user related logins and issues.Maintaining expert level of knowledge in primary application and all first level integration points.Responsible for Process management in Solaris operating environment.Good understanding of SDLC process.Coordinating with internal customers and responding timely related to the issues.Actively coordinating with developers team to fix any issues related to application support.Providing on call support for technicians using administered software and hardware applications.User administration to create user id and provide access to the application handling requests in time.Actively participating in team meeting to discuss and analyzes production issues.Performing Production server and application maintenance.Proactively monitoring the server utilization by logging into putty and reporting to the concerned team well in advance to prevent the reactive issues and make the good server health.Monitoring/scheduling/start/stop database jobs.Resolving production issues.Monitoring the database in the production environment.Checking the completion of EOD and report generation.Generating Reports from Database as per requirements.Performing manual workarounds and reporting to the client.Performing change management and release management activities.Providing production data and logs to Development and other component teams.Supporting and maintaining all Application that runs on Sun Solaris Servers.Responsible for Patches, Configuration and backup for Servers.Applying UNIX skills to Monitor user related logins and issues.Maintaining expert level of knowledge in primary application and all first level integration points.Responsible for Process management in Solaris operating environment.Good understanding of SDLC process.Coordinating with internal customers and responding timely related to the issues.Actively coordinating with developers team to fix any issues related to application support.User administration to create user id and provide access to the application handling requests in time.Actively participating in team meeting to discuss and analyzes production issues.Performing Production server and application maintenance.Proactively monitoring the server utilization by logging into putty and reporting to the concerned team well in advance to prevent the reactive issues and make the good server health.Monitoring/scheduling/start/stop database jobs.Resolving production issues.Monitoring the database in the production environment.Checking the completion of EOD and report generation.Generating Reports from Database as per requirements.Performing manual workarounds and reporting to the client.Performing change management and release management activities.Providing production data and logs to Development and other component teams.EDUCATIONMaster of Computer Application, Bharathiyar University distance Education, IndiaBachelor of Computer Science, Bharathiyar University, India |
