Management Manager

Jayaram. Isucapalli,

No:**,Blessings,

Opp balaji nest, near TITAN garriage HBR LAYOUT, HennurCross Karnataka, India.

Telephone:+919*********

E-Mail: **********.*******@*****.***

Objective

To strive for Excellence in the field of IT – with dedication, focus, proactive approach, positive attitude and passion. And to utilize my knowledge and skills in the best possible way for the fulfillment of organizational goals.

Experience summary • Currently working as a Technical Services Specialist in IBM India Pvt Ltd from 25may-Till date.

• Worked as a Specialization SR.Infrastructure Engineer In Mphasis an HP company from 2010 September- 2011 May.

• Worked as a Site In charge/Shift Lead (IT service Management) In Wipro Limited from April2007- August 2010.

• Real time experience in ITIL V3 Foundation and ITIL V3 OSA (Intermediate).

• Hands on experience in Incident management, Problem management, Change management, BCP (Business Continuity Plans), Six Sigma & CSI.

Education

May’06 – Dec’10 M.B.A. (Marketing)

Pondicherry University, Pondicherry, India.

Jul’03 – Apr’06 Bachelors of science in Computer Applications.

Jagruti Degree College, Osmania University, Hyderabad, India.

Aug’01 – Aug’03 Intermediate (12th Standard) from Board of Intermediate

, Hyderabad ,India.

Technical Skills

Professional Experience

IT Service Management, Operating Systems, Hardware & System Security Skills:

• Certified in Microsoft Certified Professional on Windows XP Professional.

• Certified in Microsoft 2003 server(MCP).

• Experinced in Bmc remedy,HPSC 6.0 and HPSM 9.2 tools

• Experinced in IT Service Excellence,BCP,CSI,CIS,Change,crisis,Incident,Problem Managements..

• Various Trainings on Communications and skills enhancement completed.

• ITILv3 Certified.

• Helped the total team in achieving the ISO 20k certification by following and implementing the best practices of ITIL.

• Can handle all Intel & AMD Platform Pc’s issue trouble shooting.

• Well experienced in Systems Assembling & OS Installation and troubleshooting in Windows 98, ME, 2000, Windows Vista, 2000server, 2003server & XP including network issues.

• Win VISTA- User Management, Trouble Shooting, Maintaining and Configuring.

• Remote administration (Remote desktop, NetMeeting, VNC, Symantec, MacAfee & kaspersky antivirus issue resolutions).

• Expertise in working 24/7 support for Servers/Desktops and Laptops.

• Knowledge in troubleshooting McAfee HIPS and NAC related issues.

Designation : Technical Services Specialist.

From May25 2011- Till Date.

Responsible: ((Main duties/Work load Manager(Incident,Problem,Change Managemet))

• Ensure to participate in effective Pooling, Cross Training, Cross Working, Dispatching and effective work load utilization.Provide inputs towards innovation relevant to the Incident & problem management team

• Lead resolution of issues and/or, collection of project requirements process for pooled accounts and takes ownership for assessing issues or receiving detailed requirements and documentation.

• Ensures customers/account teams follow standard guideline and procedures when requesting service from the all pool.

• Analyzes metrics to identify trends, makes recommendations to improve operations. Monitors and reports delivery performance KPI’s of the team.

• Chairing CAB/E-CAB call and managing the RFC/RFCT’s in the IT Infrastructure.

• Timely approval of all RFCs from CR and performing accurate assessment of Urgency, Risk and Impact of change.

• Providing justification for emergency changes, Confirming CAB approval and notifying CA to proceed with change& Ensuring that open cases are closed by the CA/CR in a timely manner

• Liaises with all necessary parties to coordinate change building, testing and implementation, in accordance with schedules.

• Acting as a Change Focal between the technical and management teams.

• Idenfiying the GAP’s in the process of Problem management for proactive and reactive analysis of RCA’s.

Designation : Working as a Specialization SR.Infrastructure Engineer

From Sep13th 2010- May20th 2011.

Company : Mphasis an HP Company(India).

Responsible: ((Main duties/Shift Manager)

• The Delivery Team, who identifies a Major Incident which possibly would not get resolved within the SLA or which might have a major impact on the Customers' Infrastructure, will intimate the Shift Managers ( On Duty Manager) of the situation. The delivery Teams will also keep updating the Shift Managers of the status on progress. Shift Managers will escalate and loop in the Management, ADL/ADM community for their attention on the issue and also facilitate a dialog between all the stake holders to get the issue resolved as soon as possible.

• Any Incident which is not moving as per the priority and it brought to the Shift Managers' notice will be dealt with accordingly. Shift Manager on duty gets in touch with all the required stake holders, get them all on to the bridge and work on the problematic incident ensuring timely resolution to customers' satisfaction.

• Shift Managers will provide a single contact 24x7 for any BCP situations/issues.

• For any kind of backend outages which might affect the Service Delivery, Shift Managers takes lead in getting the issue reported to the appropriate teams and working with them to ensure quickest resolution. Also, work with all the teams across ITO GCI to ensure smooth operations and minimal/no impact to the customer's infrastructure.

• Shift Managers in coordination of Service Managers for all technologies and other contacts, identifies an Incident/Situation which requires communication by identifying a unique need for communication to GCI Management, Account Team/ADL.

• Work with the towers to drive solutions to identified process gaps. Run regular audits to ensure process are being follow and if gaps found ensure remediation plans in junction with the tower supervisors

• Ensures completeness and on-time submission of all customer mandated system health checks.

• Ensures that best practice being shared between the different RMC towers. Work in partnership with the towers to define policies and practices that determine best method for accomplishing work and achieving objectives.

• Entry point for customer escalations and complaint management, responding immediately and focusing on closing the complaint in the minimum timescale, invoking on-site and on-duty resources as appropriate

• Daily check QA log/report and identify areas to work with the tower for defects reduction.

• Followed the Change Management process for the 100% compliance in the organizational level for all the accounts.Also, Involved in CSI (ITIL V3). Implementation of the SIP’s(Service Improvement Plan).

Designation : Site-In-Charge / Shift Lead in the client site location (Hutchison 3 global services) from 11th may to August 29th 2010.

Company : Wipro Limited (India)

Responsible: ((Main duties)

Handling a team of 32Members which consists of Desktop engineers, Asset engineers, Service Desk Analyst. Making them to Adhere the process in structurised method with local operations.

• Initial Incident Notification

• Regular Incident Updates.

• Incident Resolution

• Major Incident Report

• Contribution to the completion of Root Cause Analysis (RCA) and any identified Corrective Actions (RCCA)

• Contribution to the completion of management reporting, ensuring accurate commentary associated with P1 and P2 incidents for the period.

• Ensure that the provision of the service is restored as quickly, ensuring the best possible level of service quality and availability and compliance with service levels.

• Following an Incident the impact of an Incident on the Customer business operations is minimized and the incidents are managed proactively in the interest of the Customer Reduced disruption for IT support staff and End Users.

• Escalate high severity incidents to the Customer Incident Managers and provide initial analysis or resolution reports to the customer and higher management

• End-to-End management of high(Major) incidents reported from the point of initiation to the point of resolution and also Participate in the escalation process and involve the appropriate service manager as required.

• Own the Incident Management process with in Hutchison 3 global services.

• Coordinating with UK onsite Department (GLASGOW Team) every day for managing & maintaining the Incident management, Problem Management & Change Management.

• Need to check Work order, Problem Request, Outage calls and resolving the issues within the SLA.Depending on the situation need to initiate Bridge call with onsite (UK) team and check for Workaround to restore the issue and also sharing information to provide Permanent Fix.

• Escalating the pending issues to the concern team and extracting the reports of the employee’s daily and highlighting the performance when ever require to Improve their Soft & technical skills.

• Recruited the Engineers, Service Desk Analyst in the organization according the business requirement.

• Implementing the FITS method in the problem management for both proactive and reactive response.

Designation Sr.Technical Support Executive

(Apr’07 – May’2010 )

Company Wipro Limited(India)

Responsible ((Main duties)

• Handling Vendor Queries and resolving the issues with in SLA by Escalation Calls for Big Accounts like HUL, HDFC, SCB, SBI, Dominos, Future Group& etc.

• Handling the project as a SPOC of Hindustan Uni Lever (HUL), Zapak for 2003 server os level, network & hardware level incident management & problem management. The services delivered by Wipro for this client are mission critical in nature by adhering ITIL standards.

• Diagnosis of incidents based on defined Life Line processes and trouble shooting using tools/ commands, if necessary providing works around solutions and also following the proper KEDB procedures.

• Helping and contributing for Continuous Process Improvement by adhering to defined Service levels to prevent business Downtime/Severity escalations.

• Adhered in the current and having very good ability to handle Team Management.

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

• Creating & implementing workflows to facilitate structured support in relevant areas and issues.

• Handling the Event management for the critical customer like Jubilant Organosys Limited by maintaining proper Information, Warning & Exception reports by HAS monitoring tools and responsible in Event escalation depending on a situation with out breaching the SLA.

• Responsible for request management by logging the service ticket in the CRM tool. Depending on the scope of work to the customer.

• Possess excellent interpersonal, communication and organizational skills with proven abilities in team management, customer relationship management and Planning.

• Preparing weekly presentations of the process & updates in the process.

• Providing various application, Mail Client, office application& Anti virus support.

• Working as a mentor for a 15 members group from past 2 year and handling the people to improve their soft skills, Customer handling skills &Technical skills also tacking their performances and giving feedbacks in regular intervals.

• Implementing best practices of ITIL techniques in the operation which we do for without breaching SLA in organization and also managing ITIL Process flow in the Department.

• Recruiting, selecting and monitoring a team of associates, thereby ensuring optimum performance.

• Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members

• Creating and sustaining an environment that fosters development opportunities and motivating the employees for enhancing the existing performance levels to reach their KRA and KPI’S.

• Conceptualizing & developing need based training modules for developing multi skilled work force for cross utilization within sub processes for optimum efficiency.

• Daily, weekly, monthly review reports and getting desired performance from the designated teams.

• Ensure all the team members are adhered to policies of service desk management.

• Responsible for providing Technical support for National wide customers on Operational or Maintenance of Wipro,Dell,HP,HCL & assembled systems.

• Remote Administration (Using WebEx and Remote Desktop).

• Providing L2 Level Support to Wipro FE Engineer’s and Customer’s in all over INDIA.

Certifications

Trainings

• Windows xp(MCP).

• Wipro & HP ITIL V3.

• Soft skills management.

• Windows 2003 server (MCP).

• Trained and certified in HP ITIL V3 Intermediate (Operational Support & Analysis).

• Training Attended in Wipro Mysore for 2003 server network management for HUL (HP server).

• Trained in Advanced windows VISTA workshop.

• Trained in E-mail & Telephone etiquette.

• Trained in Soft skills & customer relationship management (CRM).

• Trained in all most all Wipro manufactured Laptop’s including Ego generation model.

• Trained and certified in Wipro L3 Server & storage devices.

• Trained and Certified in McAfee (201) endpoint protection (EPO, HIPS & NAC).

• Symantec End point protection (STS).

Personal Details • Driving License : Two Wheeler.

• Passport Number : G7537912

• Nationality : Indian.

• Gender : Male.

• Languages Known : English, Hindi, Telugu and Kannada

Declaration I hereby declare that all the information furnished above is true to the best of my knowledge

Name:

Jayaram Isucapalli.

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