Anaparti

To work with an organization that offers diverse job opportunities and utilizes my strong analytical and communication skills and Seeking lead level assignments in Project preferably in the IT industry with challenging roles, responsibilities.

An IT professional with a penchant and tenacity to contribute to effective organizations while increasing the learning curve.

 I have around 6 years of experience in IT industry, Which includes 1 years on BPO and 5 years on ITIL.

 ITIL Certified with over 5 years of experience as Software Engineer in Service management, Incident Management, Problem management and Major incident management activities.
 Responsible for driving the bridge calls as Incident Managers for SEV# 0(P0), 1(P1) and 2(P2) impacting incidents and all live site issues.
 Support Major Incident Management process and handle all Critical/Major incidents in the organization.
 Monitoring the Mailbox and ticketing tool (SNOW)24*7 and taking the necessary actions with in SLA.
 Responsible for the ownership and coordination of actions identified within MIM and Problem Analysis.
 Responsible to analyze root cause, identify known errors and coordinating actions to fix errors
 Driving the issue completely until the mitigation (Incident Management)/resolution (Problem Management).
 Working experience on application change schedule and implementation co-ordination
 Identifying the network issues and involving the corresponding network teams and driving the issues till resolved.
 Ensure the SLA achievement for both incident and change management activities.
 Worked on Change requests and production issues reported by customer till resolution.
 Effective Client interaction having excellent communication and interpersonal skill.
 Prepared reports, audits and aided presentations for weekly /daily meetings.
 Good experience with ITIL and ticketing workflows.