Dec 2023 – Jun 2024 · 6 mos · Bengaluru, Karnataka, India · Remote

• Oversee the delivery of IT services, ensuring they meet the agreed service levels (SLAs) and performance targets (KPIs). Make sure services are delivered on time and at the required quality.
• Lead and manage a team of IT professionals, including support engineers and technical staff. Provide guidance, support, and coaching to help the team succeed in delivering services.
• Supervise the resolution of IT incidents and problems, ensuring the team follows proper procedures to minimize service disruptions and find the root causes of recurring issues.
• Collaborate with external vendors and service providers to ensure they meet their contractual obligations and quality standards. Monitor their performance and address any issues as needed.
• Chair the Change Advisory Board (CAB) meetings, where proposed changes are reviewed, and decisions on their implementation are made.
• Ensure all changes are properly documented, including change requests, plans, and post-implementation reviews.
• Contribute to business continuity and disaster recovery planning to ensure IT services can be quickly restored in case of major disruptions.
• Ensure IT service delivery complies with industry standards, regulations, and internal policies.

Jun 2023 – Nov 2023 · 5 mos · Bengaluru, Karnataka, India

• Responsible for application and Infrastructure support end to end
• Co-ordination during Application Maintenance, Production Outage
• Responsible for driving Defect and Incident Management
• Preparing / Reviewing training manuals, SOP and FAQ materials for easy access
• Documenting processes and maintaining records
• Collaborating with internal team and customer
• Keeping stakeholders informed of advancements in incident or requests.
• Prepared SOP, Process documents, FAQ's
• Experience on weekly Monthly Status Report

Sep 2021 – Jun 2023 · 1 yr 9 mos

• End to End IT Service Management & Execution.
• Accountable for one or several ITIL processes such as Incident Management, Change, Problem and Request Fulfilment.
• Worked as IT operations lead in Infra and security operations environment.
• Conducts daily, weekly and monthly reviews for service improvement.
• Taking a lead in Major Incident management & timely escalation management.
• Worked with the Infrastructure and Security team to manage, enhance and maintain policies, processes, procedures and Taking care of ITIL toolset and standards.
• Continuous review of Incidents to ensure compliance with standard operating procedures
• Identify and execute continuous improvements in monitoring including threat scenarios and operating procedures
• Performing audit of P1/P2 tickets on regular basis post outages to ensure appropriate RCA and mitigation plans are executed.
• Responsible for the Bridge Calls and get the correct resolver group after RCA root cause analysis to resolve the incident in correct SLA
• Leading daily stand-ups Process calls and CABs Meetings to review changes to see that change owners have assured to incorporate and include evidence of testing, lessons learned from past failures, appropriate resource alignment, necessary temporary capacity adjustments, prior setup of channels to coordinate unforeseen issues and efficient rollback plans.
• Act as a Single Point of contact for all Major Incidents. Restore a failed IT Service as quickly as possible.Facilitate Technical Bridge engaging support teams to ensure faster resolution.
• Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements.
• Preparing SOP, Process documents and updating whenever required and Presenting PPT presentations for service management review meetings.
• Plan and organize knowledge cross training between Engineering and Operation teams or with in operation teams.

Mar 2019 – Aug 2021 · 2 yrs 5 mos

• Monitoring Application, Servers, Network using monitoring tools like OpManager and Ticketing tool as ManageEngine ServiceDesk Plus
• Monitoring system Performance, Memory utilization, Disk utilization and CPU utilization (Infra Parameters).
• Responsible for escalating incidents to the concerned technical leads for timely resolution.
• Coordinate with every team to close the requests in agreed SLA and provide the help from other team if required.
• Maintain incident logs describing the event, what occurred, timing, root cause Analysis and actions taken to resolve.
• Creating Dashboard and Reports for the monitoring Purpose in Monitoring tool
• Prepare initial RCA for high severity issues.
• Tracking the open incidents and identifying any incident that requires increased focus to meet committed service levels according to priority and severity of issue.
• Leading daily stand-ups and Process calls, CAB Meetings
• Responsible for Tracking and auditing the Incident, Service Request, Problem,Change tickets .
• Managing and monitoring &troubleshooting various applications and Servers hosted in different locations across the globe.
• Responds to monitoring alerts, perform troubleshooting to resolve incidents, and escalate complex issues to the L3 team.
• If any dependency, then Co-ordinating with different vendors to fix the issue.
• Analyzing Bandwidth utilization for different customer links.
• Carrying out Log Analysis, Event Analysis, and Device Analysis to detect Abnormal Activities.
• Monitoring the events through Dashboards.
• Raising Incidents with Concern Teams, respond to the incidents and service requests and bring together additional information to either resolve or escalate the issue to the appropriate teams.
• Detecting Suspicious Logs, creating reports & Charts for easy understandable by Client,Communicating with Clients regarding issues.
• Prepare daily, weekly, monthly reports as per client’s requirement & incident severity.

Nov 2017 – Mar 2019 · 1 yr 4 mos

• Recruited candidates for various Middle and Senior level positions for C, C++, Java, Embedded, J2EE, Full stack Developers, .Net Developer, Node Js, Infrastructure Skills.
• Reviewing the Job Description to understand the needs of the Client.
• Sourcing Candidates according to the requirements, through Job portals, Other sourcing tools and referrals for various Technical requirements.

May 2016 – Feb 2017 · 9 mos

• • It was a baby step towards recruitment where I learnt on sourcing, screening and short listing of candidates Majorly involved in Sourcing and screening candidates through various job boards and slowly towards End to End recruitment also worked with multiple clients.