MOUNIKA DACHA

614-***-****

ac8l7c@r.postjobfree.com

SUMMARY:

Five years of experience in Incident Management, Major Incident Management, Change

Management, Problem Management and Service Now Tool. Has required technical skill set for

project needs, self-motivated and flexible enough to what the company demands under IT

infrastructure and application support which relates to ITIL – terminology. Worked with Investment

Bank Domain under Cash, Equities and FICC (Fixed Income Currency and Commodities) which has

Unix, SQL and Autosys and understands networking terminology.

TECHNICAL SKILLS:

• Hands-on experience in performance monitoring, triage, analysis/investigation and

escalation of real time events.

• Main responsibilities include Incident Management, Major Incident Management,

Change Management and Problem Management.

• Experienced in Linux, SQL, Autosys and tools like ServiceNow, IBM Tivoli Netcool and

WebGUI.

• Ability to prioritize and deliver on mission critical tasks within defined SLAs.

• Adept in handling Autosys Batches (Daily, Monthly) and resolving event failures.

• Involved in Alerts reductions and Automation to reduce manual efforts involved in manual

tasks.

• Ensure compliance to risk and control guidelines. Active engagement in Continuous

Improvement change initiatives, through lean and other methodologies.

• Possess good experience on Incident and Problem Management.

• Conversant with the quality standards and frameworks such as ITIL, Six Sigma.

• Day to day facilitation, support and coordination of major incidents affecting the production

environment

• Deliver IT Services Management (ITSM) solutions based on ITIL best practices that

focused on the people, process, and technology, and information perspectives of providing

business solutions within the IT infrastructure.

• Identification of systemic delivery issues and recommending solutions, to improve quality

of delivery

• Engage with overseas delivery teams to measure and monitor quality of delivery.

• Ensures IM process is followed, documented, maintained, communicated and trained at the

ops level.

• Manage critical customer incidents, associated to customer communication, activities and

any appropriate escalations.

• Identify and implement improvements to the Service Desk incident logging system to

provide a more effective and efficient service to customers.

• Responsible for the process adherence for client and assists the support staff in executing the process and making decisions on next steps in the process.

• Managed communication on the project through meetings, as needed to resolve project

issues and timely reporting and build relationships with all technical and functional areas.

• Process & Tools Coach/Trainer

• Attend weekly meetings with client and update MOM

• A team player with strong communication, leadership, analytical, organizational and

relationship management skills.

PROFESSIONAL EXPERIENCE:

Cognizant Technology Solutions,India Dec 2014 – Apr2018

Incident Management Analyst

Started Career with Consulting Firm –UBS as client since Dec 2014. Below is the list of projects I

have been working with.

Job Profile : Was the first point of contact for reporting incidents and monitoring various

incidents like stock exchange, checking on IPO, security events like virus/malware outbreak

incidents, logging and monitoring various functions from the different set of entry- reported

channels through tools such as Phone, Ticket, chat channels, Netcool and Email.

Project 1: EQUITIES- CASH AND GLOBAL EQUITIES AND DERIVATIVES

Project Description

This Project basically deals with the maintenance of Stock exchange modules responsible for various

banking functions as Infrastructure support, running on a 24/7 schedule which involves monitoring

and resolving Server failures of scheduled issues as quickly as possible.

Role and Responsibilities:

• Imparting knowledge training to the new joiners to system.

• Creating and updating Remedy/ServiceNow 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 the status of major incidents and problems with IT and

business stakeholders including.

• Dealing with Major Incident Managers (MIMs) to track high priority service related

incidents and ensure root cause analysis to avoid recurrence of issues.

• Performing SLA (Service Level Agreements) breach analysis and helping the stake

holders to improve KPIs.

• To take decisions on escalations and engaging other teams by severity and complexity of

the production incident.

• Ensuring Netcool alerts reduction and automations, using shell script.

• Performing application health check (sanity) on weekly basis and on post release.

Environment: Linux, SQL, Autosys, ServiceNow, IBM Tivoli Netcool, WebGUI, ITSM solutions, ITIL,

SIX Sigma frameworks, SLA

Project 2: COMMAND CENTER

Project Description

Command Center (Incident Management)- The priority incidents P1(priority 1), P2(priority 2) Falls

under Major Incident Management (MIM), Command Center ensures that all the necessary

application team do coordinate with other teams to resolve the issue with the agreed SLA (Service

Level Agreement).

Role and Responsibilities:

• Developed Incident Management processes, compliant with ITIL framework that integrated with Incident, Change and Problem Management processes, ensuring adherence to SLAs.

• Coordinated solutions with various Subject Matter Experts, utilizing their expertise to analyze, investigate and diagnosis root cause, as well as provide corrective actions to improve service and successfully manage risk

• Knowledge Base Documentation, SLA Performance Measurements, Trend Analysis and continuous evaluation to identify process gaps towards Process Improvements

• Facilitated Major Incident technical bridges diagnosing and resolving IT issues, reducing MTTR (Mean Time to Resolve) through short term solutions while minimizing customer impacts.

• Created automated email system to initiate all Technical Bridges bringing the necessary IT areas together to resolve complex major or high priority incident issues.

• Conducted RCA (Root Cause Analysis) investigation meetings involving multiple IT areas to coordinate and identify long term solutions to prevent re-occurrences.

• Processed High Priority Tickets through RCA too achieve Long Term Solution implementations (ServiceNow).

• Responsible for managing of resolution process of critical incidents affecting multiple clients

IT infrastructure.

• Managing and monitoring the incidents. Ownership of the incidents.

• Contacting various resolution teams, assigning work to them, gathering their updates, and

organizing their work.

• Preparing and sending notifications about major incidents. Supplying post-incident

summaries and overviews.

• Organizing and facilitating conference calls to resolve the incidents which require more

than one team to solve clients to discuss SLAs, breaches, past incidents etc.

• Reviewing the efficiency and effectiveness of the Problem control process.

• To Produce Problem Management reports and management information

• Day to day facilitation, support and coordination of major incidents affecting the production

environment

• Incident assessment & categorization

• Incident response facilitation & coordination

• Incident communication & escalation

• Attend and prepare for Post Incident Review meetings (as part of problem management)

(CABs), Technical Review Boards(TRBs)

• Deliver real-time and historical operational and business focus reporting

• Incident Hygiene

• Attend weekly meetings with client and update MOM

• Getting periodical updates on Sev4 and Sev5 Incidents

Environment: Linux, SQL, Autosys, ServiceNow, IBM Tivoli Netcool, WebGUI, ITSM solutions, ITIL,

Six Sigma frameworks, SLA, MIM

VEDICSOFT, Hyderabad Oct 2013 – Nov 2014

Jr. System Engineer

Role and Responsibilities:

• Worked as Intern/Jr. System Engineer in a five-member team where I was responsible to

monitoring the Incidents

• Settings, communicating and maintaining timelines and priorities on every project

• Worked on Incident Management, Event Management

• Learned about Incident assessment, categorization and prepared reports about all the

Incident occurred during a Time frame

• Effectively troubleshoot a variety of issues ranging from Tier I to Tier III with the backup

system, and resolve issues in a timely manner

• Streamline the requirements gathering processes to support the development of newly

enhanced features and functions

• Support IT team and local employees with system and Linux related issues

Environment: UNIX, Windows 2007, Linux, SQL, Basic Shell Scripting, Autosys, IBM Netcool,

Autosys R4 and R11, BMC Remedy, ServiceNow

EDUCATION:

Bachelors in Computer Science Engineering from JNTUH

CERTIFICATIONS:

ITIL V3- Foundation in IT Service Management

IASSC- Six Sigma Yellow Belt (ICYB)

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