Ameya Navalgund

• Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
• Assessed incident priority based upon impact to business and escalated issues as necessary.
• Provided immediate emergency response and incident management.
• Developed and coordinated response processes.
• Increased visibility of major incidents through the creation of comprehensive dashboards and reports for senior leadership review.
• Collaborated with cross-functional teams for faster incident resolution and improved service quality.
• Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
• Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
• Conducted post-resolution reviews with team members.
• Reduced downtime during incidents by proactively identifying potential risks and mitigating them in advance.
• Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
• Boosted customer satisfaction levels by ensuring timely and effective responses to major incidents.

• Governance of queue and Actioning of Alerts and Incidents tickets as per defined SLA and OLA .
• Coordinating with various cross-functional teams so as to get faster turnaround on issues.
• .Worked as a Escalation Manager to push for faster resolution by using defined escalation matrix.
• Have played a pivotal role to create dashboards on Jira tool which helped the team run day to day operations efficiently .
• Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
• Interviewed, hired and trained staff, leading performance reviews and offering constructive feedback.
• Have worked with various teams to bring down high volume alerts by fine tuning the alerts.
• Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
• Assessed incident priority based upon impact to business and escalated issues as necessary.
• Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
• Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
• Joining Change Approval board calls to advocate operations perspective .
• Sending Quarterly ,Weekly and day to day change communications to the Clients .
• Participating in release Management and ensuring all upgrades are carried out as per schedule .
• Performing Pre-validation and post validations and preparing for weekly maintenance.
• As part of Service Improvement have led Alert workshops ,Automating day to day tasks via Jenkins., implementing new tools.
• Have been a part of team reducing alert volume and implementing new communication tools like status page .

● Working Cloud operations lead

● Handling all escalated cases for all the client’s and driving them to quicker resolution.

● Handling Priority cases related to all technologies VMware, Networking, Linux, and Window servers and all the cases related to NTT Cloud products.

● Major role in handling coordinating with Technical teams across all technologies and across all tiers.

● Handling complete Incident Management/Major Incident calls in case of Outages and opening bridges and coordinating with client, sending timely notifications.

● Coordinating with client ‘on outage calls on day to day basis.

● Handling weekly calls with certain high profile calls for service improvement after reviewing the past outages and escalations.

● Coordinating with Incident Management and change Management for outages and Problem Management team for RCA

● Key role in preparing SOP and strategy for smooth running of major annual sport event like Tour de france

● Reviewing and joining AIR calls for all P1,P2 ,MI related incidents.

● Sending reports and analyzing all the Incoming tickets.

● Doing QA management on ticket quality and sending feedback on the same.

● Ensuring all tickets are updated in every 24 hours.

● Working Cloud operations Engineer.

● Monitoring complete Internal cloud Infrastructure and supporting global client to get onboarded to cloud environment

● Trouble shooting client tickets for issues related to Window servers, VMware and Linux and

Data Base, Network

● Creating Standard operating procedure for L1 cadre for all technologies.

● Excellent Experience in handling client related to all cloud deployment Public, Private and Hybrid.

● Analyzing tickets and preparing reports on Daily, Weekly, Monthly basis.

● Good knowledge of working on vSphere client. Vrops, Jenkins

● Played Key roles in training new team members both offshore and onshore Employees on Internal cloud Infrastructure.

● Handling Bridge calls and one-one call with Customers on day to day basis.

● Coordinating with Incident Management and change Management for outages and Problem Management team for RCA

● Knowledge of working on Nimsoft, Nagios,Moogsoft Monitoring and correlation tools

● Hands on experience ITSM, Service now ticketing tools.

● Played key roles in handling independently annual sport related projects in coordinating various technologies personnel ,Vendor Management

● Working as an NOC in Microland .

● Handling Server alerts for all box (Unix, Windows, Linux) and escalating it to respective team.

● Monitoring Network Devices for various Customers.

● Measured on no of tickets handled & closed.

● Handling Change Management in Datacenter and Vendor escalations.

● Worked on Incident Management, Change Management and Problem Management.

● Analyzing tickets and preparing reports on Daily, Weekly, Monthly basis.

● Worked on ticketing tools like Smart center, Horizon Clinic, Spice works, Kbox,

● Resolving specific issues remotely for Windows servers.

● Worked on monitoring tools like WUG, Nagios, Solar Winds, Alert site,

● Handling weekly server reboots for specific clients.

● Handling Bridge calls and one-one call with Customers on day to day basis.

● Worked on VM Migration tasks.

● Weekly Patching of Windows servers.

● Knowledge of DNS,DHCP

● Working on DRAC,ILO

● Worked on Zyrion Monitoring tool

● Actively worked on Window server related tickets and VMware migrations .

● Worked on ERP, CRM application.

● Application worked on PeopleSoft, Laas, Jira, resource management system ,Revenue management system.

● Knowledge of Active directory, Remote desktop connection