Highlights:

Skills:ITIL, SNOW, BMC, PMO, Project management

Certification:ITIL V3 ITIL Service Operations and Service Transition Intermediate Agile Scrum Master

Senior Professional 09/13 - current
DXC Technology, Hyderabad, Telangana India
Industry: software
Service Lead responsible for Quality delivery of Operational and Infrastructure Support for Open and Mainframe systems, Production Support, Network, Desktop, and Telecom Support, Service Management and the Service Desk.
• Managed several large accounts and resolved escalated client issues and new revenue-generating initiatives. • Provided statistical and tactical leadership in the areas of accounting, financial reporting (internal and external), business development, strategic planning, client relations, and corporate communications. Building and maintaining customer relationships. • Collaborated across multiple departments to coordinate on-time delivery of projects, promote client satisfaction, and ensure a competitive edge for the organization.an agreed schedule (or on request), including management and account performance reports. • Managing the transition phase of transferring the functional, technical and procedural knowledge to our maintenance and support organization. • Ensuring that quality services are delivered as per agreed SLA. Daily Activities: • Encouraging the maximum usage of the company’s services. • Providing accurate and timely service activity information to the Operations Manager. • Working with Account leadership, Finance team for Demand, Volume Forecast and Budgeting. • Acting as the central point of communication within the Service Delivery team. • Growing services so that they meet a client’s expectations. • Interpreting service delivery to staff. • Implementing effective performance management processes. • Reviewing the company’s current service activities and processes. • Carrying out staff performance reviews, Operations and Account Meetings with company and Client, Reporting on service results. • Organizing appropriate training for staff members. • Holding weekly and monthly staff meetings. • Using the latest service management tools, techniques and trends.--
Global Incident Manager Lead, Configuration and Asset Manager 09/13 - 09/15
DXC Technology, Hyderabad, Telangana India
Industry: software
Undertaking research for the root-causes of Incidents and thus ensures the enduring elimination of interruptions. Core and Non-Core – End to End Incident Management activities. Experience in working on the ITIL process configuration like Incidents, Problem, Change, Knowledge Management and Reporting in Service Now Experience in Service Now Administration and Production support Good knowledge of CMDB and Asset Management Services, Business Services and Configuration items relationships
• Process breakdown for Problem and Change management. • Coordinate cross department communications when required to assist in resolution of Incidents/ Problem/ Changes. • Follow up on any Delivery Team gaps on the Bridge. • Follow-up on escalations and issue tracking. • Ensure that the correct Technical teams are engaged, and proper focus is paid to outages and recovery. • Responsible to ensure Severity 1 & 2 SLA's are met. Ensure proper management of Sev1 & Sev2 queries/ monitoring. • Coordinating Incident Bridge calls for quick and prompt resolutions. • Coordinating with AT&T team for issues related to Voice and Data. • Paging the Application Support or the Platform Engineering team about any known issues. • Contacting the Support team manager in case of no response from the team. • Creating tickets for External Vendors for any hardware replacement on Servers. • Implements Configuration and Asset Management standards, policies, and procedures. • Owns the process by which relationships are created and updated in the CMDB, such as key IT and business services and applications to servers and databases, network, storage etc. • Manages the CMDB, central libraries, tools and data integrity; ensures CMDB data is current and accurate. • Understands best practices and determines optimized procedures for updating CI data including the use of automated processes, discovery tools/integrations with other data sources, and manual input processes as necessary. • Develop and implement best practice standards, policies, and procedures for planning, recording, monitoring and maintenance of software and hardware assets. • Provides coaching and conducts training for CMDB stakeholders to ensure appropriate understanding of the Configuration and Asset Management system and its relationship to Change Management and other key IT processes.--
User Account Management 09/2010 - 09/2013
Unisys India Private Limited - Hyderabad, Hyderabad, Telangana India
Industry: software
Responsible for managing Security Admin Operations for Unilever – Europe, NA, LA monitoring the Escalation Mailbox and handling escalations by providing the RCA’s & remediation for it. Manage user account administration on SIM (SUN Identity Manager), AD, Lotus Notes and other business specific applications. Manage access & permissions on file servers, shared drives, folders & other network resources via security groups [NTFS]
• Responsible for managing Security Admin Operations for Unilever – Europe, NA, LA • Ensure delivery of all service requests for access provisioning within stipulated SLA’s. • Monitoring the Escalation Mailbox and handling escalations by providing the RCA’s [Route Cause Analysis] & remediation for it. • Handling Operations & Reporting for the account - internal & client operations reporting on performance metrics, analysis & RCA’s on escalations and service requests. • Manage user account administration on SIM (SUN Identity Manager), AD, Lotus Notes and other business specific applications. • Manage access & permissions on file servers, shared drives, folders & other network resources via security groups [NTFS] • • Administration of software installations via SSCM (System Center Configuration Manager) • Regulating user access to applications on Citrix via SBC (Session Border Controller) groups. • Manage and co-ordinate inter-site / international user move enabling restoration of mailbox & relevant accesses in compliance to business norms of the region. • User account administration which includes: Creation, Modify and Deletion of AD account’s using SIM (System Identity Manager). • User account administration which includes: Creation, Modify and Deletion of Lotus Notes Domino account’s. • Software Deployment using SMS • Creating security groups and distribution groups in AD • Creating resource mailbox and managing them. Achievements: • Reviewed & updated help files and support documents for the account with zero errors and ensured they were approved by the client. • Created an Online Help file containing a catalogue for explaining the workflow executing a set of requests. Ashland and Henkel: (APAC, EMEA, NA) - Incident Manager • Day to day work/Role purpose: • To Own/Manage high priority incidents across the enterprise comprising of multiple clients and geographies. • sion, disabling and enabling accounts, file and folder permissions and providing access to the network drives. • Assisted in troubleshooting user problems relating to Operating System issues: upgrades, MS • Office products, Applications on client network and Internet connectivity. • Troubleshooting Aventail and Cisco (VPN Connectivity), Advanced Troubleshooting of all Lotus Notes Mail and Calendar issues, Printer issues • Deploying updates, service packs and hot fixes using Windows Update, Automatic Updates, &Group Policies.--

Osmania University 05/2003 - 05/2006
Hyderabad, Telangana, India
Degree: Bachelor's Degree
Major:Electronics
Minor:Computer
BSC Computers graduated from Osmania University

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