Anirudh Civi

• (Total System Services) Global Payments, Incident Management

. Gathering process requirements and planning projects accordingly.

· Being on top of critical issues and providing incident management response.

· Conduct impact assessment on applications when new functions/features are proposed or designed

· Refining training modules and process improvement methodologies.

· Developing cross-functional reports with strategic and operational needs.

· Worked closely with Directors and Managers to develop process improvement strategies.

· Providing Support to the client on product based problems.

· Acting as a point of contact between the Developers and Clients on product based issues.

· Monitoring and escalating issues on priority basis.

· Monitoring System Servers through Linux, HP BSM and Webmetrics and escalate in case of any issues.

· Logging into the Linux servers and checking the file status.

· Working on ticketing tool HP Service Manager and assigning to the groups involved.

· Sending alerts to stake holders on severe issues through Exact Target.

· Working closely with Authorization team to keep the transactions processing with in SLA

Closely monitor Servers, CPU utilization, Data center Nodes active. Work with Development team with changes, installation and upgrade on production and DR nodes.

Check with Associates clients such as Visa, Mastercard and Amex.

• Apria Healthcare, Attending Client meetings on weekly basis and providing approvals
• Making sure that all production changes are done in the maintenance window
• Announcing Major changes to the relevant stakeholders
• Making sure that the changes are executed seamlessly without impacting production
• Problem Management Raising a problem ticket with the L3/Development team
• Following up on the problem ticket and making sure that mitigation actions are taken
• Making sure that against every p1 incident a problem ticket is raised
• Provide Remote Support project-based Applications
• Access Management in Active Directory
• Windows User Accounts and Access
• Account Creations and all types of Password resets related to the different system accounts.

• Served as primary point of contact for support relating to owned solutions and products.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Maintained response times to support business continuity.