Information Technology It Service

Eswar Chandra Kosuru

Contact: +1-479-***-****

E-mail: ad1c1z@r.postjobfree.com

Professional Synopsis

Over 10 Years of experience in Information Technology and Infrastructure Services. Specialized in IT Service Management (Change, Incident, Problem Management & Business Continuity Management). A Result oriented professional, recognized for taking on major initiatives, adapting to a rapidly changing environment, and resolving the mission-critical issue to ensure bottom-line success. Ability to thrive in fast- paced environments, readily adapt to evolving business and technology challenges. Accomplished Technology Strategist with panoramic expertise in complex IT initiatives. Academia

• Pursuing Doctorate in Business Administration from University of Fairfax, VA.

• MS - Big Data Analytics and Information Technology – May 2021, University of Central Missouri, MO

• B Tech – Computer Science & Engineering – August 2008, Vidya Vikas Institute of Technology, Hyderabad

Mentoring & Staff Development

• As the Lead, my duties extend beyond regular supervision, encompassing the management of team requests and the meticulous preparation of shift rosters.

• My foremost responsibility is ensuring a seamless transition to the next shift supervisor, providing them with all essential information to maintain the efficient flow of operations.

• Foster team development and motivation by providing guidance and mentorship.

• Facilitate the onboarding process for newly recruited associates, ensuring their swift integration into the Production area and alignment with the existing operational pace.

• My ongoing commitment lies in cultivating a cooperative cross-functional culture and fostering robust professional relationships among team members. Certifications & Awards

• Microsoft Azure Administrator

• ITIL V3 Foundation

• Awarded Infinity league award from HCL for the outstanding performance for two consecutive years.

Occupational Scan

1. Major Incident Manager

Cognizant Technology Solutions (Contractor) Oct 2022-Sep 2023

• Owned and executed Major Incident Management processes & procedures to efficiently manage and communicate the recovery of IT services.

• Build and maintain effective working relationships with IT colleagues and business partners.

• Ensure the correct resources are working on the resolution of major incidents appropriate to the severity and identify when escalation is required and trigger such escalation accordingly.

• Crafts business appropriate communications for the affected operating groups and manages communication on a critical incident conference call.

• Conduct Post Incident Reviews for Major Incidents to provide continuous improvement of the overall major incident process and communications.

• Coordinate, create and maintain knowledge management articles in ServiceNow pertaining to major incident processes.

• Identifying areas of improvement in Service Delivery and working with the Technical Managers to implement the same.

2. Transition Readiness Manager

Deloitte (Contractor), TX July 2021- Aug 2022

• Responsible and accountable for the delivery of support elements of a million pound/dollars portfolio projects (Audit, Acquisitions, IT Infra, Tax) resulting in a seamless transition into the live environment. As IT Services evolves in response to the strategic direction of the firm and new technologies, whilst ensuring to meet the consistent changing requirements.

• As part of Transition Readiness Management, worked closely with Service Design teams such as Problem, Capacity, Software Asset, Configuration, and Incident Management (incl. Target Operating Model).

• Business Change Management (i.e., Communication, End User Impact, Content and Learning repositories)

• Maintaining documentation, creating Early Life Support documentation which is aligned with Global Technology Operating Model project lifecycle.

• Constant performance review of the application/product/solution implemented throughout the hyper care period.

• Team objective setting and performance management

• Continuous service improvement to improve the quality and effectiveness of the team.

• Ensure that the team is properly supporting the demand and resource management, service design and project execution.

• Ensuring the delivery of appropriate input to availability and capacity planning and project status reporting

• Promote active collaboration and supporting the Senior IT leadership team in the delivery of change programs.

• Cross business and geography Governance and Service Transition consultant. 3. ITIL Service Manager

NGA HR Limited (Contractor), FL Mar 2017 – Aug 2019

• IT Service Manager and Client account manager for multiple Fortune 500 clients.

• Collaborate with Cross-functional teams to proactively resolve Major incidents and mitigate the impact on clients.

• Prepare and distribute communications to Key business stakeholders and Executive IT Communities.

• Responsible for delivering Key Performance Indicator reports and ensuring the Service Level agreements are met while delivering the service to clients.

• Acts as a focal point for handling Major Incidents, Change & Problem records.

• Major Incident management expertise in SAP Basis, Redwood, Linux/Windows, Exchange File Transfer & Database Areas.

• Working along with Technical Incident Manager and identifying the preventive measures and Improvement actions for the Major Incidents.

• Finalizing the RCA document and sharing it with the respective stakeholders.

• Reviewing progress and results of Problem Tickets with the client and (senior) management.

• Setting scope for (trend) analysis.

• Identifying and participating in opportunities to improve service quality and efficiency.

• The primary point of contact and responsible for managing repositories like CMDB in Service Now.

• Performing Configuration audits to ensure the integrity of CMDB data.

• Approving the results of corrective actions based upon predefined verification criteria.

• Stay informed of activities to restore to normal operations.

• Reviewing all "on-hold" problems and known errors.

• Ensuring that the competency is providing the RCA of a problem.

• Coordinate and facilitate problem resolution by engaging a variety of support teams.

• Escalating issues for resolution, to avoid reoccurrence or close problem.

• Supporting in the determination of problem priority, service levels, and remedial actions.

• Supporting the implementation of corrective actions related to the Problems.

• Primary Change Manager for the APAC region.

• Reviewing & assessing changes globally (APAC, EMEA & NA).

• First POC & Approver of the changes related to multiple clients related to shared services in the organization.

• Chairing Change Advisory Board meetings.

• Responsible for ensuring quality in risk questionnaire, planning & motivation details of a change.

• Responsible for complete end-to-end change lifecycle.

• Analyzing complaints data to find key trends and issues within ITSM scope and performing deep- dive analysis.

• Developing key metrics measuring the effectiveness of Change, Incident, and Problem Management.

• Facilitate communication with clients and technical team members to ensure that the actions and changes which may affect them are known.

• Reviewing the BCP plans for various data centers and planning the Quarterly/Yearly DR activities accordingly.

• Apply Information Technology Infrastructure Library (ITIL) framework knowledge.

• Enforcing quality delivery.

4. Escalation Manager

Launch IT consulting India Pvt Ltd, India Sep 2015 – Jan 2017

• Worked for Microsoft Information Technology (MSIT) to support Microsoft complex application and infrastructure service portfolios.

• Work is centered on major outages within the Microsoft technical infrastructure. This is a high visibility position that requires frequent contact with Directors and General Managers within Microsoft as well as vendors and technical support staff to plan and execute real time dynamic plans to restore effected services to end users (internal or external).

• Primary duties include driving high impact technical incidents to resolution; providing executive updates through incident to resolution; facilitating positive and timely outcomes by evaluating said incidents and escalating to appropriate resources when needed. Upon resolution, prepare post major incident reports for monthly reviews.

• Assessing and Agreeing Business Impact and Incident Severity Level to initiate and drive technical conference calls to drive incidents to resolution.

• Leading the conference calls with participants including Service Managers, Technical Support teams, users, and Third Parties.

• Updating the stakeholders and service owners on the status.

• Identifying appropriate timelines and targets for recovery actions, feedback, and communications.

• Post resolution of Major Incidents, responsible for producing a Post Incident Report (PIR) and detailed chronology of incident.

5. Specialist (Data Center Operations)

HCL Technologies LTD. July 2012 – Feb 2015

• Driving all High Severity Issues Resolution Bridge calls for service restoration, effective coordination, escalation, notification, and resolution.

• Facilitate support teams and Stakeholders on the bridge and ensure that the issue is resolved within the assigned SLA window. Cascade Major Incident notifications and notify business of any critical outages.

• Assists with recommending, scheduling, and implementing system hardware and/or software upgrades or repairs after consulting with appropriate support tracks.

• To send maintenance/emergency notifications to the customers informing them of the status of an outage.

• Manage the Daily Operations Call meeting with Clients and send Incident reports.

• To handle any escalations pertaining to the process and implement a procedure to handle situations for future reference.

• Involved in direct interaction with the customer & onsite technician to get the issue resolved. Understand the steps being taken to resolve the issue; document the same & communicate with the internal Incident Review Team until issue resolution.

• Documenting all the process changes and tracking.

• Tracking the SLAs for all the incidents.

• Working on the report generation for all the SLA breaches and updating all the technical teams.

• Responsible for coordinating with customers and Client Managers to create and review the Special Operating Procedure (SOP) so that the issue may be addressed and fixed at the first level.

• Tracking multiple Incident Management Tickets at the same time spanning different issues and keeping a vigilant track of all the updates.

• Coordinated Change Management calls. Conducting CAB / ECAB meetings involving CAB members, Business / Technical Approvers, and cross functional teams, to review submitted Change requests.

• Analyzing Incidents (majorly Critical Incidents) and closed Problems to identify and act upon trends.

• Managed RCA calls on weekly basis. Co-ordinated with Support teams and Clients to discuss Root Cause Analysis reports for Major outages, ensuring quality documentation of RCA reports.

• Working closely with the monitoring tools team to ensure the right monitoring parameters are in place according to the client’s requirement.

• Working with all the technical teams to plan and implement the service improvement plans with respect to the services and the monitoring aspect.

• Sending reports to the management and maintaining the agreed SLA & thereby focusing on maximizing customer experience while optimizing costs.

• Hands on experience in configuring and maintaining Nimsoft monitoring tool. 6. Team Member (Windows Server and Desktop Administration) Aster Private Limited, India Aug 2008 – Mar 2012

• Infrastructure Support on the Following Platforms: Windows Server 2003 Windows Server 2008 Windows XP SP3 Windows Vista Windows 7

• Remote Infrastructure Support on the Following Platforms: Cisco VPN.

• Application Support on the Following Platforms:

MS Office 2003, 2007, 2010 Adobe Products Symantec Endpoint Protection Manager Symantec Endpoint Protection Client Microsoft Dynamics Navision Microsoft SQL Server 2005

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