incident management

Sravani Kandi

E-mail: **************@*****.***

Hand Phone: +1-617-***-****

Technical Lead with 5+ years of IT Industry experience, with an educational background in Computer Science & Technology. Worked as Technical Lead supporting Global End User Computing Services and Network Operations (NOC) at CA Technologies and Sr. Software Engineer at Tech Mahindra. Well versed in managing User Experience, Service & Process Improvements for IT support services.

Employment

Sr Software Engineer – Tech Mahindra – Dec 2018 – Feb 2020

Technical Lead / IT Analyst – CA Technologies – Jan 2016 – Dec 2018

Technical Analyst – Manga InfoTech - CA Technologies – Aug 2014 to Jan 2016

Education

Engineering in Computer Science and Technology – Passed out June 2014 – JNTU Kakinada

PROFESSIONAL CERTIFICATIONS

ITIL V3 Foundation Certified.

CCNA

JAVA Certified Developer

AWS Certified Solutions Architect - Associate

Professional Experience

Sr.Software Engineer at Tech Mahindra – Dec 2018 – Feb 2020

Responsibilities

Worked as Infrastructure Monitoring Lead for the client Ahlstrom-Munksjo.

Responsible for communicating and coordinating with Customer for the implementation of strategic IT direction across Customer's organization and for collaborating with other IT functions and has responsibility for overall quality accountability for all services.

Served as a primary interface to Customer for status on Projects and Project proposals, known issues and general team/business activity.

Responsible to monitors Service Provider Personnel training and certification requirements and completes training evaluations.

Ensured compliance with all applicable laws with respect to the Services

Driven and managed service quality and improvement of service delivery processes.

Responsible for infrastructure monitoring and IT Event Management.

Experience in building & management of monitoring systems.

Managing hardware and software deployments

HP Omi, NNMi, HP CO, Nagios, ServiceNow and FixStream

Configure monitoring for Servers, Network devices, Database and Storage.

Managing the event management dashboards.

Configure monitoring on applications and services.

Capacity management.

Improving the FixStream tool capabilities.

Configured Site view based monitoring as per the client requirement.

Inventory management and Reporting.

Worked on Microsoft Teams Infrastructure, Microsoft 365, Microsoft Skype for Business Deployment, Skype for Business Online, Microsoft Exchange Online, Exchange online protection, mail routing, On-premise ExchangeOffice 365 co-existence and Office 365 user administration.

Drive efficiency and effectiveness of the incident management process

Enforce process and standards, and work to improve process

Ensure that the team undertake all Incident Management activities to agreed standards including: o

Establish project measures to ensure that the project is on-time, on-budget and meets the customer’s specifications

Examining work queues for Incidents with the effort of missing service agreements

Ensuring operational effectiveness and efficiency of Incident Management process

Initiating Incident Management, by recognizing/verifying an event or an issue reported through Request Management

Monitor the incidents workload per Tier 1 Analyst to ensure that the Service Level Agreement are respected

Escalate Incidents at risk of breaching Service Level Agreement with the respective Coordinator

Technical Lead / IT Analyst at CA Technologies - Aug 2014 – Dec 2018

Responsibilities

Technical Lead for running global 24/7 End User Computing / Network Operation Team

Responsible for Support SLA’s and KPI’s including Handling Major Incidents and Service Improvements and Reporting.

Hands on Experience working with CA Service Management (CA Service Management / Nimsoft) and Full Stack Monitoring tools (CA APM and IM tools), Process Automation (PAM) and Automation of several third party tools and integrations with APM, Spectrum

Establish Service Improvement plans including Improvements to Incident and Service Request Management Processes and drive ITSM Process enhancements - Lead process improvement through Lean and incident reduction initiatives helping to

oIncreased productivity

20% Incident Reduction

50% Improvement in MTTR (Mean time to Resolve) with service requests

Handling Acquisitions and Service Transitions - Was responsible for network and exchange transition of CA’s acquisitions

oRally

oAutomic

oVeracode

Lead New Service Rollouts – CA CSM, Nimsoft, Service Aid, Office 365, OnPrem to Exchange transition

Resource planning for 24X7 support

Assist with training and identify training needs / Mentor and assist new hires

Awards

Awarded CA IT Star Team Award for the best performance in handling the Rally (Acquisition) transition – FY 16

Above and Beyond award for Best Performance – FY2016

Above and Beyond award for Consistent Performance – FY2017

Several Monthly IT Star Awards – 8 AWARDS based on Consistent SLA and Leading IT Performance Metrics

Have won the Mentor-Mentee contest by improving the mentee scores above the expectation.

Technical Analyst – Magna InfoTech (for client CA Technologies) – Aug 2014 to Dec 2015

IT Support – Service Desk Operations

Providing technical support to CA employees in IT Support for proprietary software and applications.

Troubleshooting issues related to Network, WebEx, Exchange, Sales Force and SAP and other front office and back Office Applications

Adhering to defined Service Management Processes including Incident, Service Requests, Problem and Change Management - Responsible for meeting Service Level Agreement for the all Assigned tickets with in the team

Updating Knowledge Base - Helping for early resolution and to better provide customer support and service solutions.

Created and configured dashboards to assist with identifying network failures or application performance issues on CDC internal network.

Participated in the Change Management process and worked with system owners to plan maintenance.

Visa Status : H4 EAD approved.

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