Pooja Dharanipathi
JP Morgan Chase
Hyderabad
4
Languages
1
Certification
17
years of professional experience
To always give my best effort and work hard to achieve the Goals and to secure a challenging position where I can effectively contribute my skills possessing competent Technical Skills as well as upgrade my skills even while undergoing challenging assignments.
Work History
AVP (Associate Vice President)
4 Years 9 Months- Led the Incident Response team in managing high-priority security incidents involving the compromise of confidential banking PII, cybersecurity breaches, malicious activities, fraud, and DDoS attacks, ensuring timely containment and resolution.
- Performed comprehensive Root Cause Analysis (RCA) for security incidents to identify underlying issues, implement corrective actions, and prevent recurrence within defined timelines.
- Proactively identified opportunities to enhance the efficiency and effectiveness of security processes, operational procedures, and incident response workflows.
- Demonstrated strong knowledge of network protocols, cybersecurity principles, and industry-standard security frameworks.
- Experienced in utilizing vulnerability assessment tools, threat intelligence platforms, and alert correlation techniques to identify, analyze, and mitigate security risks.
- Proficient in observability and monitoring tools such as Dynatrace and Splunk for incident investigation, log analysis, performance monitoring, and threat detection.
- Maintained expertise in Controlled Procedures (CPs) and regulatory compliance requirements, with a strong understanding of findings and remediation activities related to CP breaches.
- Actively participated in internal and external audit engagements by providing security evidence, supporting compliance activities, and contributing to the successful completion of audit objectives.
- Well-versed in Agile methodologies and experienced in using tools such as JIRA, ServiceNow, and Confluence for incident management, workflow tracking, documentation, and cross-functional collaboration.
Technical Services Specialist (Problem and Incident management)
4 Years 10 Months- Work as QA for an incident reporting application.
- Understanding of Application life cycle management and all the related concepts of Software testing.
- Understanding of Software Development life cycle.
- Prepare Test cases for all the tests to be performed for each sprint (Upgrade).
- To provide Root Cause Analysis, we work with multiple teams to formulate and document business requirements. These business requirements are then implemented through change process and act as solutions to technical issues.
- As a Technical Specialist- Problem Manager we constantly investigate and analyze business processes. And once the procedures are identified to improve the services, we engage in getting them implemented.
- We focus on adding learning lessons and preventive measures to identify inefficiencies as well as recommendations for optimal business practices.
- Being certified in ITIL, and IBM trained in Agile, we work on Project Management methodologies to make the IT Service Management Process more efficient, profitable and customer friendly.
- As a highly experienced Service Management resource, I have trained many teams on IT infrastructure, Major Incident, Problem, Change, Capacity and other processes (In IBM & Wipro). Additionally, have developed process documents and SOPs for multiple projects including Catholic Health Initiatives (Wipro), Managed Hosting & Application Services-AT&T(IBM) and Cloud Managed Services (IBM).
- Contributed to integration of the 3 businesses MHAS, CMS and CTS. This includes providing training on Problem Management process, tools, setting agenda on KPIs, strategies to clear business backlogs and automation process for Problem management. I have received recognition and award from IBM for the same.
- Experience in analyzing storage, server & networking outages and issues in IT infrastructure.
- Experienced in working with new agile business model which includes squad units for better visibility and bottleneck reduction.
- Highly proficient with ticket tracking software/web tools (ServiceNow, Remedy, Resolve & Conon).
- Accustomed to client facing environment that includes Client Interactions, Data Analysis, expectation setting and reverting for exceptions on valid business activities.
- Trained & certified in ITIL V3 framework.
- We ensure work is performed in accordance with company policy (SLA, OLA & UCs) and set up action plans for complex matters of significance and coordinate the implementation of the approved course of action.
- I have a versatile work experience with clients from different geographical locations during my entire tenure, this includes United States of America, Australia, United Kingdom, Japan and other European countries.
- Strong working knowledge of tools such as Service Now, One Tool, RTC.
- Work as part of the Incident Management team to ensure that the performance of the team achieves the defined performance targets, SLAs and KPIs.
- Provide third and fourth level troubleshooting for legacy customers and customers owned networks.
- Work with other teams to identify improvement opportunities and ensure end-to-end success of the Incident Management process.
- Develop processes and procedures that ensure Incident Management and Service Desk related action items are tracked and completed.
- Conducting training and technical assistance for qualified vendors/service providers and division staff.
- Worked as both PPM and RPM based on the requirement to get to the root cause of the incident to ensure similar issues don’t repeat in future.
- To implement the permanent fix after the incident gets resolved.
Senior Executive (Incident and Change Management)
1 Year 9 Months- Responsible for working diligently on completing all projects on time and on budget.
- Coordinating the construction process for new locations, relocations and renovating existing buildings.
- Ensuring projects progress on schedule and within budget.
- Managing project budgets and costs.
- Maintaining all project documents.
- Providing accurate construction cost estimates.
- Creating purchase orders.
- Revising project work plans.
- Surveying properties and then writing a report to senior managers on their condition.
- Establishing work plans.
- Reading and understanding tower drawings, site status reports, site plans and grounding plans.
- Carrying out periodic inspections of construction sites.
- Manage contractors and monitor the performance of their work.
- Completing all project documentation.
- Overseeing the development of project schedules.
- Ensuring that the project complies with all contractual and regulatory requirements.
- Meeting customers and sub-contractors.
- Organising the delivery of construction and building equipment.
Software Engineer (Incident, Problem, Change Management)
1 Year 9 Months- Developed incident, preventative incident, preventative incident tickets and reports.
- Good understanding of Networking concepts.
- Conducts Change Management Service Reviews forum to review overall Change Management performance with both Change Management system customers and actors.
- To monitor the effectiveness of the change management process and make recommendations for improvement.
- As part of the Service Integration, manages the process across all Providers by frequently reviewing Change Reports from all Providers.
- Manage the governance of the life cycle of changes and make sure that only authorized changes are implemented.
- To manage relationships and coordinate work between different teams at different locations.
- Create change management strategy.
- Responsible for communicating and implementing the overall direction and management of the Change Management Process.
Software Engineer (Application Support)
3 Years 5 Months- To Support the Front-End Applications.
- To handle Work Order, Incident, Problem and Change management tickets.
- To meet the targets by closing all the incidents and work orders within SLA.
- To manage all the reporting work (weekly, bi- weekly, monthly reports).
- To present weekly and biweekly meetings to the entire onshore and offshore team for the process update and the new releases.
- To lead, motivate and develop team members so that they are motivated to meet new challenges.
- To support in implementing new changes and trials for process change.
- To effectively manage time and prioritize work to ensure delivery of all objectives.
- To analyze current productivity, suggest and implement improvements.
- To have regular reviews with team members and have a track.
- To take responsibility for the delivery of efficient and effective customer contact handling.
- To understand nature of the issue/order and ensure process adherence.
- To maintain discipline and motivate team.
Education
B.Tech - ECE
Skills
Excellent communication skills.
Good and Effective Interpersonal skills.
Good and Effective Leadership Teamwork.
Certification
- ITIL V4. (Foundation)
- Azure AZ-900 Certified
- AWS Certified Cloud Practitioner
Accomplishments
- Was certified as the top performer in the AT&T (IBM India Pvt. Ltd.)
- Have been the top performer at Merck.
- Have been 2nd top performer for two consecutive quarters at Merck.
Languages
Hindi
English
Telugu
Tamil
Interests
Listening to music
Reading Novels
Mobile Numbers
- 7032804041
- 6303476749
Personal Information
- Father's Name: Venkateshwar Rao Dharanipathi
- Date of Birth: 06/08/88
- Nationality: Indian
- Marital Status: Married
Disclaimer
I do here by state and declare that the above information furnished is correct to the best of my knowledge and belief and I am solemnly responsible for the above stated fact.
Timeline
AVP (Associate Vice President)
JP Morgan Chase
10.2021 - CurrentRead More
Technical Services Specialist (Problem and Incident management)
IBM INDIA PVT. LTD.
12.2016 - 10.2021Read More
Senior Executive (Incident and Change Management)
HCL Technologies
03.2015 - 12.2016Read More
Software Engineer (Incident, Problem, Change Management)
HCL Technologies
11.2012 - 08.2014Read More
Software Engineer (Application Support)
HCL Technologies
06.2009 - 11.2012Read More
BRECW
B.Tech from ECE
Read More