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Incident Manager Active Directory

Vijayawada, Andhra Pradesh, India
January 09, 2022

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Kartheek Chilamcherla


Mobile: +91-903*******.


Seeking a role to utilize my skills and accept challenges that provide learning towards my career growth, thus contributing my professional excellence in line with the organizational growth.


Presently working as a Module Lead - Major Incident Management /NOC Operations with Value Labs.

Worked as Management Trainee in the areas of SDLC life cycle.

6.7 years of relevant experience in ITIL based Incident/Problem and Change management process.

ITILV3 / ITILV4 Processes and Procedures, Foundation Level certified.

Handling P1 incidents and Major client issues with in the SLA.

Good communication skills.

Reviewing the tickets before staging, to meet quality assurance with customer through call and email.

Trained on Robotic Process Automation (Automation Anywhere).

Professional Experience

Value Labs

Module Lead / SIAM – March 2020– Till Date

Spearheaded Priority 1 incidents through bridge calls and chats to ensure lowest MTTR (mean time to resolve).

Strong working knowledge on IKEA applications like IKEA Home, CODA Database, Toolbox, Infrastructure, Enterprise and Network devices.

Monitoring Servers and network devices status using Splunk and PRTG Console to track live status of devices.

Acted as Critical Situation Manager for priority 1 incidents and ensured incident was updated timely manner till closure and followed escalation matrix if no response from technical teams.

Providing real time updates of the scope, risk and urgency associated with major incidents verbally and via email.

Preparing SFA (Service Failure Analysis) report within 24 hours of P1 incident resolved.

Ensure that the incident management process is followed, and that incident and problem records accurately reflect actions taken to restore service.

Continuous follow up with support teams and ensuring the P1 incident should be closed with in SLA.

Creates incident related performance analysis and reporting for review by Top management.

Work as part of the Incident Management team to ensure that the performance of the team achieves the defined performance targets and KPIs.

Develops process and procedures that ensure Incident management and Service desk related action items are tracked and completed.

Conducting training and technical assistance to the team on specific applications, Servers and network devices.

Analysing reoccurring issues for root cause and suggest permanent corrective actions by coordinating with technical teams and management.

Providing Azure subscriptions to users and license part, Adding members to specific groups.

Previous Employer

Tata Consultancy Services

Major Incident Manager / NOC – July 2018– March 2020

Successfully handled Incident process lifecycle and ensured maximum availability of service through proactive and effective problem solving for TCS most critical Account PEPSICO – AMENA region.

Creating, Activating, de-activating, blocking and unblocking user accounts Using critical applications of Pepsico.

Configuring HHD (Hand Held Devices) by taking remote session from the distributor’s using Team viewer.

Monitoring the Invoices status and tracing the claims status using SSMS database.

Uploading promotions and offers according to distributor category.

Publish trend analysis report on the incidents and discuss with the support teams to avoid reoccurrences of the incidents.

Restarting particular service when it triggered error/got stuck by running bat file.

Monitoring critical batch jobs using Control - M and restarting jobs whenever critical job got failed.

Worked on P1 incidents and closed them with in SLA

Proactively monitored the application status and sent reports to client on hourly basis

Reviewing the tickets to meet quality assurance, before staging them.

Maintaining ‘Known Error Log’ database which helps to identify repetitive issues and permanent fix

for the same.

Collaborated with Application owners, Service delivery managers and Process Leads to analyze potential areas of improvement in quality management and devise appropriate solutions.

Previous Employer

IBM India Pvt. Ltd.

Major Incident Manager – IT Service Management – May 2015– June 2018

Manage incident management bridge calls with support teams, on-call support application teams and management.

High level of expertise in supporting specific Application services like Oracle, People soft, Synaptic, E-commerce, Ariba, Infrastructure, Enterprise and Network Devices.

Real time & continuous follow-up with different support teams for relevant notification updates per SLA on Critical & High priority incident and driven till resolution.

Ensured that the Incident record is fully updated and drive till closure of incident.

Responsible for sending all Incident notifications as per agreed process timelines such as CTW(Call To Work) and Executive Alerts.

Prepared incident report after the severity 1 and major incidents.

Identify the future threat and avoid business impact by doing proactive problem management.

Escalate the required issues to the ATT – MH&AS leadership and follow the IBM escalation matrix globally.

Engage correct support during Critical situations, major outage and alert IBM executive globally.

Handled Network issues by coordinating with AT&T team and CSM(Country Service Manager).

Conducted several Root Cause Analyses using “Five Why’s” to illustrate a process enhancement through trending templates and charts.

Experienced on ticketing tool Service Now, BMC Remedy Tool, SCCD(Smart Cloud Control Desk), Console, Hobit. One Tool, One View.

Internship Experience

People Tech Group –- July 2014 – April 2015

Title : GM-IVI(In Vehicle Infotainment System) HMI Development.

Environnement : Eclipse, Android SDK, Manual and Automation Testing.

Project Description

GM-IVI System” is an Automobile Operating System for General Motors.

GM was designed with safety in mind. With a simple and intuitive interface, integrated steering wheel controls and powerful new voice actions, it’s designed to minimize distraction so you can stay focused on the road.

HMI automatically brings you useful information, and organizes it into simple cards that appear just when they're needed.

Roles & Responsibilities

Working as a developer in a team that analyze, design and develop solutions for the project.

Analysing Requirements.

Preparing design documents as per Requirement docs.

Using Eclipse to rapidly generate PSD screens according to project.

Manually Testing the Application.


ITIL V3 Foundation Certified 2016 (IBM).

Microsoft Azure Certified 2021 (AZ900).

ISTQB Certified.

Certified Automation Testing Engineer certificate from Software Testing Centre (STC) technologies, Chennai.

Computer Proficiency

Well versed in computer basics and fundamentals including Microsoft Office.

Programming Languages: - Java, Testing.

Database : - SSMS, My Sql, Toad.

Cloud Platform: - AWS, Microsoft Azure, Google Cloud Platform.

Monitoring Tools: - IBM Netcool, Nagios, Splunk, PRTG, Control- M, MS Dynamics, Hobit, Grafana, Icinga, Active Directory (AD).

Ticketing Tools : ServiceNow, BMC Remedy Tool, SCCD, Oneview.

Operating System: - Windows 7, Windows 10, Linux, VMware.


Completed B.Tech in Information Technology from Newton’s Institute of engineering (JNTU Kakinada) with an overall aggregate of 71.36% in 2012.

Completed Senior Secondary Education from Palanadu college with an aggregate of 70.3%.

Completed Secondary Education from C.P.S with an overall aggregate of 77.5%.


Ability to work in a team.

Quick learner who can adapt.

Diligent and sincere towards work.

Flexible and innovative.

Passport &PAN Details

Passport No : K8566051.

Valid Till : Nov 2022.

Pan card No : AONPC3434R.

Personal Vitae

Date of birth : 10/08/1991

Father’s name : Ch Venkateswarlu

Languages known : Telugu, English, Tamil and Hindi.

Nationality : Indian

Permanent address : H.No. 13-1-298, 13th ward

Macherla, Guntur(dt)-522426

Current Address : Plot no: 17, Sri sai Nilayam PG for gents, Patrika Nagar, Hitech city-32.

I hereby confirm that the above information is true to the best of my knowledge.


Place: Hyderabad. (Kartheek Chilamcherla)

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