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Service Management

New York, NY
March 29, 2018

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KRISHNA REDDY GV 330-***-****


* *****’ experience as an IT Service Management Consultant with significant experience in designing and implementing ITIL processes.

Certified in ITIL v3 Consultant

Experience in IT process assessment and process transformations to support network operations

Experience with Incident management, Problem management, Change management, Vendor Management, Release Management with fortune 50 clients

Experience with directly managing over 20 Network Incident Engineers

Provide On Job trainings to employees when required.

Experience with CMDB, Customer escalation matrix & Knowledge Base management

Experience in Service Now implementation

Experience in managing both low and high-severity incidents across the entire incident life-cycle in accordance with availability, resolution and restoration SLA's.

Procedure proactive reports, trending analysis, service level reporting, process consultation and application of ITIL best practices

Experience with implementing a robust ITIL change management & Problem Management to bring stability to the IT plant and improve end user experience

Ability to apply a structured methodology and lead change management activities, assess the change impact and define change communication plans.

Handle coordination with change implementers and integrate change management activities into project plan.

Evaluate the user impacts and ensure user readiness for the project

Manage SLA, OLA, build dashboards based on ITSM process to eliminate breaches and compliance

Create periodic CIO level IT plant stability reports to present to business

Represent Production Governance team in weekly change Advisory Board meetings

Experience with Data Center Inventory Management (DCIM)

Continual Service Improvements of the defined processes, anchor various stability projects within technology teams

Conducting On Call business review meetings with stakeholders

Expertise in routing and switching protocols, firewalls, proxy, access points, VOIP

Knowledge in configuring access lists. Troubleshooting DNS/DHCP issues within LAN Network

Experience in managing Data center operations.

Experience in using network monitoring tools such as Service Now, BMC proactive net, OpsGenie, Remedy and Solarwinds

Work Experience

Data Center Operation Support (ITSM process Engineer)

Kent State University - Kent, USA November 2016 - December 2017

Project Description: The Business object of the project was to ensure the availability and reliability of the Data center facilities at the University


Proactive monitoring of enterprise applications, production jobs using AppWorx

Monitor different alerts that pop-up on monitoring consoles (Solarwinds, Opsgenie, Outlook) and give a warm-handoff to the related technical teams within the SLA

Restoration of normal service operation as quickly as possible and minimize the adverse impact on the client business operations thus ensuring that the best possible levels of service quality and availability are maintained.

Associated with CIH process, deals with P1/ P1 RtOP’s

Follow up with the capability and provide updates to the management on hourly basis.

Opens Bridge call for Deep Dive analysis if any INC resolution took more than 5 hrs., to find out the RCA and cause for the delay in resolution.

Point of Contact to report any Multi User Issue and strive for a quick Resolution according the Priority and Impact of the Issue from the User/Client end

Manage, Coordinate and have the full responsibility of all activities towards restoration of service

Continuously follow-up with technical support team for relevant notification updates per SLA and drive restoration

Engage any internal resources needed to quickly restore service and follow-up with support team

Manage Problems, to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT staff and Customers to ensure accurate and appropriate communications during Problems.

Coordinate with Service Desk and Incident coordinator in the identification of Major Incidents; manage Major Incidents, to ensure that these are diagnosed and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT support staff and Customers to ensure accurate and appropriate communications during Major Incidents.

Provide communication of critical service interruptions to leadership and clients

Ensure that associates in the team follow the change management process as described in the document

Escalate any non-conformance or procedural issues

Determine follow up actions where a change has failed to meet objectives

Sr. RIMS Process Lead (US Region)

Microland Ltd. Bengaluru India January 2015 - August 2016

Client: GE global

Project Description: The Business objective of the project was to ensure that outages in client's IT landscape be controlled and the associated risk be managed. The goal was to be a process consultant to manage incident, change, problem & vendor for US region.


Ensure restoration of normal service operation as quickly as possible and minimize the adverse impact on the client business operations thus ensuring that the best possible levels of service quality and availability are maintained.

Major handling of routing and switching network issues.

Ensure the resolution of P1 Incidents is within the agreed SLA’s.

First point of contact/ escalation for day-to-day operations in providing status updates on major issues, process documentation, setting up meetings with stake holders and business across technical towers in order to build strong relationship for service delivery team.

Manage a team of specialists (Engineers) who remotely manage network devices like routers, switches, access points etc.

People Management, maintaining CSAT, SLA and driving Operations.

Regular update and closure of incident.

Responsible for preparing incident report for the shift and report incident status to the service management team.

Managing and coordinating all activities necessary to control, track and audit changes in the environment.

Ensuring Change status, progress and issues are communicated to the appropriate groups.

Auditing and managing the process life cycle and reporting the higher management, schedule urgent CAB/DCAB meetings when necessary and also responsible to review change schedule (CS) for conflicts.

Coordinate with site contact for any onsite help required like rebooting device, security clearance for vendor activities etc.

Ensure the tickets have regular updates till completion of the activity.

Creating change management reports and reporting change management activities to higher management

Prevent Incidents from happening and to minimize the impact of incidents that cannot be prevented.

Maintaining information about Known Errors and Workarounds

Undertake research for root cause of incidents and thus ensures the enduring elimination of interruptions

Ensure Workarounds are made available to Incident Management while Problem Management develops final solutions for Known Errors.

Responding to all input regarding unplanned service interruptions from customers and internal IT. Pro-active triggering

RIMS support Consultant (Incident/ Change Engineer)

Microland Ltd. Bengaluru, India July 2014 - December 2014

Client: GE global

Project Description: The business objective is to maintain optimum network stability of all GE remote locations and troubleshoot network outages within SLA


Designing and implementing customers network infrastructure

Configuring and implementing Remote Access Solution: IPsec VPN, EasyVPN, SSL VPN, Citrix Access Gateway, Citrix Secure Gateway

Implementation of HSRP (using IP SLA)

Configuring VLANs, VTP, Etherchannel

Configuring Intervlan routing on Layer-3 switches

Securing switch access

Designing and implementing wireless architectures (Cisco Aironet APs and Cisco 4400 series controllers

Configuring Voice VLANS and QoS VLAN

Configuring routing using OSPF and policy routing using route maps

Hardening Cisco devices – Implementing IDS and IPS, Cisco IOS Firewall, AAA

Building and maintaining Visio documentations for Clients

Research Intern

Indian Space Research Organization - Bengaluru, India May 2013 - May 2014


Optimization of control signals from Telemetry Satellite

VHDL Scripting for receiver signal strength of satellite

Testing the subsystems of a satellite like telemetry, telecommunication and base handling systems on FPGA with implementation of MIL STD- 1553B interface

Worked with networking protocols such as RIP, EIGRP, OSPF

Configuring Signal strength, QOS, bandwidth requirements

Worked for LPSC in validating the transducers of the satellite

Helping in extracting reports of the computation performed on transducers

Hands on demonstration of the MEMS transducers

Telecom Trainee

BSNL - Bengaluru, India August 2012 - March 2013


Trained on MPLS, 2g, 3g networks

Trained on NGN and networking protocols

Telecom provider data center management


Master's in Computer Information Systems (December- 2017) GPA: 3.5

Kent State University - Kent, USA

Bachelor's in Electronics and Communication (May 2014) GPA: 3.3

Visvesvaraya Technological University - Bengaluru, India


Programming Languages : C, Python, C++, OOPS Concepts, Linux

Tools : Microsoft office, SharePoint, New Relic, Microsoft Dynamics CRM, Salesforce

Service Now, BMC proactive net, Remedy, Splunk, Cognos

Network Technologies : CCNA, HTTP, AWS, DNS, VPN, DHCP, TCP/IP, VPN, LWAP, Routing (EIGRP, BGP, OSPF) & switching, Data center management, Microsoft exchange server, VMware

Database : SQL using MySQL Database, Amazon RDS

Business Skills : Agile & Traditional Project Management, ITIL V3, ITSM, Incident management, Vendor management, Change management, Project management, Scrum, Data Modeling, lean methods, Data warehousing

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