Management Service

Sandhya Rani Patlolla

*******.*******@*****.***

Mobile No: 409-***-**** Summary:

* ***** ** ********** ** dealing with critical incidents, SLA requirements and interfacing directly with customers. Well versed in ITIL methodologies and instrumental in developing refined process models for delivery.

Good experience in providing primary initial incident support, documents, categorizes and prioritizes triage incidents as they occur.

Excellent experience in Incident management, Problem, and Change Management.

Understands SLA requirements and works to ensure those requirements are met when possible.

Expertise in using Service Now, WUG, BMC-PEM, Zenoss, HP-OVO, CICS, Net Scout, Net Brain tools.

Quickly responds to all notifications of unplanned service interruptions from the customer as well as internal teams.

Full software development life cycle experience, including Troubleshooting, Debugging & 24/7 Production Support.

Provides timely feedback to upper level management, both Internal teams and the customer on all incidents, and actively involved in prioritizing the tickets based on business impact.

Feedback includes but is not limited to incident descriptions, executive summaries, detailed timelines, action plans, workarounds and resolution of incidents.

Provides detailed Root Cause Analysis (RCA) documentation to Problem Management and attends RCA meetings with the customer to determine the root cause of incidents, SLA infractions and primary ownership of any resulting action.

Participates in problem reviews, such as open/closed call reviews and monthly/quarterly customer meetings, and used to attend CAB (Change advisory Board) Meetings Twice a week.

Provides direct support remotely to recover from complex critical business production outages and problems within contractual timeframes; provides failure analysis and solutions.

Technical Certifications:

Tech Mahindra Internal ITIL V3 Certified.

VCA-Cloud Certified.

VMWare Certified Associate.

VMWare Certified Associate (Data Center Virtualization).

CMC Edge certified.

Technical Skills:

Databases: Oracle 9i/10g/11g

Tools: Service-now, HPOM, Zenoss, BMC-PEM, Net Brain, Net Scout, WUG

(WhatsUpGold), CICS/CSRC, Informatica Power Center 8.x, MS Office.

Languages: C, C++, HTML, Core JAVA, XML, SQL

Operating Systems: Windows 07/10/13, UNIX, Linux.

EDUCATION:

Bachelor of Technology, in Information Technology, May 2011, GPA 3.6, JNTU, India

Client: GE

Company: Tech Mahindra

Role: Incident Manager January 2013 to April 2015

Global Command Center (GCC) provides a central point of contact and communication for enterprise wide availability, performance and intrusion detection, which promotes fast identification, isolation, resolution and closure infrastructure issues thus lowering the impact of these to our customers.

Key Responsibilities:

Manage shift by providing technical and operational guidance to accomplish operating objectives. Provide feedback and ensure to track, measure, report and evaluate performance.

Handling production issues on IT Infrastructure (Intel, Midrange, Network, and Storage) and Business Applications.

Create new and update existing documents to CMDB whenever new responsibilities are added to the process and existing responsibilities are changed. Conduct bi-weekly reviews with all the teams involved.

Used Service-now tool to create and keep track of all Incident tickets.

Used Zenoss tool to monitor Network Devices, Window’s Servers, Unix/Linux Servers, and Informatica workflows etc.

Drive Bridge calls with effective Command and Control to resolve incidents and to minimize the business impact.

Creation of Incidents and Service Requests for the supported applications, first point analysis on tickets and assigning them to L2/L3/other service lines based on the scope.

Used proper templates in sending out executive updates to all teams to communicate.

Used WUG(Whats Up Gold) tool to add/remove network devices and used Net Scout tool to check the performance and bandwidth of network.

Used Net Brain tool to check the architecture of the network in different stages.

Actively Monitored batch jobs using IBM’s mainframe system CICS.

Used to participate in Business Continuity Planning (BCP) to run parallel activities at different locations.

Good understanding of networking infrastructure like Routers, Switches, LAN/WAN, DHCP, DNS, F5 Load Balancers, Proxy, and firewalls.

Provide support and participate in the Change Advisory Board (CAB) and change control process.

Used to identify database connectivity issues and query the tables using SQL queries.

Used Escalation matrix appropriately to get appropriate level of focus from technical teams and management.

Provides direct support remotely to recover from complex critical business production outages and problems within contractual timeframes; provides failure analysis and solutions.

Reviewing SLA performance and recommend corrective action.

Publishing new incidents in the Problem Management report and updating the same in Known Error Database and Root Cause Analysis report.

Used to maintain the on-call shift schedule plan in SharePoint and shared with all team members.

Worked in 24*7 production support environment and.

Tools/Environment: Service-now, Zenoss, WUG, Net Scout, Net Brain, BMC-PEM, CICS/CSRC, UNIX, Routers, Switches, LAN, WAN, VLAN, Proxy, F5 Load Balancer, Firewalls, SQL.

Project: KMD, Denmark Client.

Company: Tech Mahindra

Role: System Engineer(NOC) April 2012 to January 2013

Key Responsibilities:

L1 Operations in KMD Data center.

Tracking of Incident from Opening to Closure, with timely communication to business.

Used to prepare Outage reports on timely basis and update to the high level management and follow up on escalations and issues with clients and management.

Used Emulator tool for monitoring and POB tool to create Incidents for Network Devices, Window’s Servers and Unix Servers etc. HPOM monitoring tool to check the Service and process status.

Assess the impact, urgency, and priority of change requests and prioritize appropriately

Attend Change Advisory Board and project calls/meetings and drive Operations Teams/3rd Party Vendors towards successful implementation and verification of Network changes within agreed SLA Targets.

Provide shift handover to the next shift people and also used to send Executive reports to the team members and managers.

Used to login to the Citrix servers every morning to check the server activity, restart the servers if needed and used to send the status update to the teams.

Provide the Primary Interface between the Business and Operations Teams for all business and technically driven network changes

Obtain user feedback, and close Changes and requests.

Communicate the status of all open Changes.

Working with the Problem Management Team Investigate and diagnose the root cause of incidents, and identify the resolution or error.

Tools: HPOM, POB(Ticketing tool), Emulator(Monitor alerts).

CMC PVT Ltd, Hyderabad, India

Role: Junior System Analyst May 2011 to April 2012

CMC Limited is an Information Technology services, consulting and software company having its Headquarters in New Delhi, India. CMC is part of the TATA Group and is a Subsidiary of TATA Consultancy Services.

Key Responsibilities:

Trained in Oracle, Windows and Networking Concepts and ITIL Concepts.

IT Incident coordinator for TATA Group Internal Projects.

Worked proactively in identification of top recurring incidents.

Assisted with development of incident process documentation & incident reports.

Communicated with all levels of management.

Assisted Implementation project team in TCS project, worked on Production support.

CMC Edge certified.

Environment: Oracle, ITIL, Windows, MS Excel, Power point, MS Word, Visual studio.

Academic Projects:

Major Project Title: E-COPS: December 2010 to April 2011

Objective of the Project: The aim of this project is to develop an online crime reporting and management system which is easily accessible to the Public, in the police department and the administrative department.

Mini Project Title: Dispensation of DIGI-pics. July 2010 to November 2010

Objective of the Project: The objective of image processing is to visually enhance or statistically evaluate some aspect of an image not readily apparent in its original form.

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