Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Sports , News, Painting.
Timeline
Generic

Adheshvinod Nagashetti

Sr Support Account Manager
Bengaluru

Summary

Information Technology professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

18
18
years of professional experience
5
5
years of post-secondary education
4
4
Certifications

Work History

Sr Support Account Manager

ServiceNow
05.2022 - Current
  • Expertise in Migrating Instances/Accounts from Source to Target accounts.Successfully completed the instance migration of multiple accounts from Direct to MSP (ex: Infosys-Telstra, Cognizant-Gilead Sciences Inc), guiding other team members through the process.
  • Increased customer satisfaction by building strong relationships and addressing their needs promptly.
  • Addressed customer problems with their operational issues to maintain and enhance customer satisfaction.
  • Successfully resolved escalated issues, while maintaining positive relationships with all parties involved.
  • Monitored and analyzed customer feedback to identify opportunities for improvement.
  • Coordinated with internal teams to facilitate prompt delivery of client projects.
  • Conducted regular account reviews to identify areas for improvement and ensure continued success.
  • Educated clients on new products or services to increase customer engagement with brand.


Service Delivery Manager

IBM / Kyndrly
1 2018 - 04.2022
  • Serve as Service Delivery Manager for client accounts
  • Managed teams like Linux, Unix, SAP Basis, Backup, Storage, Network, VMware etc
  • Deliver high quality of client experience, Maintain or exceed in client satisfaction
  • Sound experience in end-to-end project planning and overall implementation from scope management, to activity sequencing, risk analysis to quality management in line with global guidelines & norms
  • Manage Service desk, various technical service lines & service management teams
  • Respond to service emergency situations with due diligence
  • Ensure positive customer satisfaction and customer relationship is maintained
  • Manage delivery to contract performance standards and client measurements
  • Drive/manage service quality and improvement of service delivery process
  • Drive participate and co-ordinate audit readiness
  • People and Project management responsibilities.

Operations Analyst & Production Control Team Lead

IBM
05.2016 - 12.2017
  • As a team lead I was part of transition team and worked in setting up the command center at Bangalore India for American Express client, managing a team of 30 plus resources
  • SME for Mainframe batch on Control-M, CTLM Utilities with American Express clients
  • SPOC for all client and management issues for the accounts
  • As an SME, suggesting ideas for SIP and implementing them
  • Change and defect prevention planning focal
  • SPOC for management and client in case of high priority issues
  • Working on Major changes for implementing new batches in production environment
  • Managing DR testing for production batches
  • Suggesting and implementing automation ideas.

System Operation Lead Specialist

ATOS India
12.2011 - 04.2016
  • Scheduling jobs in CA7
  • Adding dependency, predecessor jobs as per user requests
  • Taking care of abended jobs, jobs with user requirements, JCL overrides, Skeleton status, and late jobs through CA-7 and CA-11 scheduling tools
  • Bringing up/down of CICS and DB2 regions periodically
  • Performing periodic check-offs for various LPARS
  • Holding/Deleting/Modifying the schedule of jobs as per the requests
  • Ensure that day-to-day scheduling activities are completed successfully, and that issues are resolved in a timely manner
  • Troubleshoot problems related to batch processing
  • ABEND fixing like editing JCL, renaming and creating dummy jobs in Prod Environment, and creating problem tickets by severity
  • Performing abend recovery process, Inventory process and critical production moves
  • Console and Batch Monitoring
  • Monitoring Batch runs through Control M
  • Contact appropriate support for problems
  • Monitoring CICS transactions and closing and Opening of production CICS files
  • Purging the transactions, closing & Opening the Production Files
  • Performing LU Requests
  • Monitoring SLA SLO Jobs and taking required action on time basis
  • Working on pending jobs, Dependent Jobs.

Lead Specialist

Wipro Technologies
06.2010 - 12.2011
  • Involved in change review and change approvals
  • Involved in promotion to production i.e
  • Migrating packages through the life cycle
  • To generate concurrent development reports before and after code promotion
  • To Schedule jobs as per Request form provided
  • Setting up new reports to view direct and also defining job output to be routed to view direct
  • Modifying job JCL to send portion of jobs output to view direct Report
  • Sending all output from job to report
  • Displaying list of reports and their versions
  • Determining archive status of version.

Operation Analyst

IBM India
01.2007 - 05.2010
  • Batch monitoring through CA-7
  • Fixing job abends and handling severity tickets and updating them on time
  • Ad-hoc requests for end users and reporting
  • Invoke manual and automated shutdown
  • Performing IPL activity
  • Support during Maintenance Window Manage console Buffers Limits.

Education

Bachelor of Engineering - Chemical Engineering

Regional Engineering College Bhalki
01.1996 - 05.2001

Skills

Servicenow System Administration

SME - Instance Migration of ServiceNow Accounts

Certified ScrumMaster

Windows and Linux Cloud Operations and Virtualization

Client relationship management and IT service Delivery

IT infrastructure Transition and Transformation

IT security & Compliance

Mainframes

Certification

ITIL

Accomplishments

  • Transitioned the American Express project with complete technical KT, Successfully trained the team back in India, stabilized it into Production at Bangalore site. (Traveled to Phoenix, Arizona, US – Feb-2017)
  • Transitioned and contributed a SLA monitoring tool called BIM (Traveled to Phoenix, Arizona, US – April-2018)
  • Participated in DR exercise held at Washington DC, US in the year 2009 at IBM India Transitioned the ABCR project remotely from US, successfully stabilized it into Production at Bangalore site (2019)
  • Was a GDF Lead for the pool, was responsible for collecting the data and implementing the GDF at IBM.
  • Achieved timely targets in transitioning the projects and moving to steady state support. Planning and leading various training programs for technical teams as part of upskill program
  • Received STAR performer awards for various initiatives, implementing accounts -process Improvement plans and efficiency capabilities.
  • Received best performer award from various clients supported across the globe.

Sports , News, Painting.

Playing and watching sports, Watching global news, Drawing and Painting.

Timeline

Sr Support Account Manager

ServiceNow
05.2022 - Current

Operations Analyst & Production Control Team Lead

IBM
05.2016 - 12.2017

System Operation Lead Specialist

ATOS India
12.2011 - 04.2016

Lead Specialist

Wipro Technologies
06.2010 - 12.2011

Operation Analyst

IBM India
01.2007 - 05.2010

Bachelor of Engineering - Chemical Engineering

Regional Engineering College Bhalki
01.1996 - 05.2001

Service Delivery Manager

IBM / Kyndrly
1 2018 - 04.2022

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Adheshvinod NagashettiSr Support Account Manager