Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Anjaneya Reddy Chagani

Anjaneya Reddy Chagani

Hyderabad

Summary

A Team Lead with over 10+ years of experience in Infrastructure, Cloud, and Incident Management, this dedicated professional has a proven track record in Technical and Customer Support. They excel in written communication, interpersonal relations, and problem-solving, thriving in multicultural environments.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Specialist- Cloud & Infra Management (IM-TeamLead)

LTIMindtree
08.2017 - Current


  • Maintaining awareness of all Critical Incidents.
  • Manage team resources effectively to ensure appropriate resource are available at all times.
  • Accountable for performance standards within the Incident Control team.
  • Acting as escalation point for any issues relating to Area Incident Control team.
  • Provide internal clients with value added technical insights in areas of functional expertise.
  • Prioritization and assignment of all Incidents, Service Requests, Changes, and Problems assigned to the team’s from the queues.
  • As a Team Lead day-to-day operational activities in of the Incident Management Team.
  • Determine incident prioritization based on factors like impact, urgency, and resource availability.
  • Assign tasks manually using Case Buddy and RAT Tools, aligning with severity and Incident Response (IR) protocols.
  • Generate daily reports encompassing global Power BI activities.
  • Adhere to Service Level Agreement (SLA) timeframes in responding to emails and allocating incidents.
  • Manage Client/Internal escalations.
  • Develop monthly staff schedules and facilitate new employee onboarding in collaboration with stakeholders.
  • Establish and oversee team objectives, performance metrics, and daily operations.
  • Conduct routine performance assessments and maintain regular communication with managers and clients.
  • Exhibit effective time management and nurture a positive team environment through transparent feedback.
  • Stay updated on procedural changes, draft Standard Operating Procedures (SOPs), and introduce new tools in coordination with Service Delivery Managers.
  • Manage team schedules, address leave requests, and handle shift-related issues.
  • Conduct audits on incident management processes and oversee joining and exit formalities.
  • Maintain performance records for team appraisals and deliver monthly performance presentations.
  • Monitor service desk, DFM and EUDFM queues and collaborate with technical teams to meet SLAs.
  • Utilize MS Office tools and SharePoint for efficient communication and documentation.
  • Track incident resolutions and maintain records for future reference in SharePoint.
  • Escalate unresolved major incidents and provide constructive feedback on idle cases to the team.

Senior Analyst

HCL Technologies
05.2015 - 07.2017
  • Handling and maintaining all the Rhythm task that are assigned to queue and Primary
    POC for Critical Rhythm task.
  • Handling Disk Space Issues on Windows & Citrix servers for OS & Non-OS drives.
  • Extracting and consolidating monthly reports for all the data Centers.
  • Coordinating with the PMO team for monthly data/reports and Breached ticket
    Information.
  • Change coordinator for the CR’s that are raised by the team.
  • Ensuring proper details and closure of CR (Change Request) on time.
  • Taking Business critical calls on weekends and troubleshooting the same if support is
    under Rhythm team (Releasing the Printers).
  • Raising High Priority tickets (p1/p2) on calls and engaging with the Critical Incident
    Management team for resolving the Issue ASAP.
  • Ensuring SLA breach on all incidents (In/Out of scope) providing or re-route them to the
    appropriate resolver groups.
  • Knowledge in handling active directory. (Providing server\application\Citrix icon
    access and shared drive access to the users.)
  • Having Experience in SolarWinds Monitoring Tool Handling.
  • Configure additional Solar Winds modules (Adding Servers and Devices for
    Monitoring purposes in SolarWinds)
  • Configure Infra Availability monitors (Network, Storage, Server)
  • Configure Infra Performance monitors (CPU, Memory, disk, service)

NOC Engineer

Innove Source LTD.
01.2014 - 05.2015
  • By Live Alarm Monitoring using various OSS tool as well as on receiving the complaints from the customer, issuing of Trouble Tickets (TT) for that Alarm, Complaints & Faults Received at our end.
    Immediate Escalation of those complaints to concern Technician & Cluster Engineer through phone calls & SMS as per Escalation Matrix provide.
  • All the actions/feedbacks are being captured in the Ticket for that particular fault or compliant received from the Customer.
  • Working on HUAWEI (iManager 2001, 2002), NSN (Citrix), ZTE (Net Neuman) and Ericsson software’s for live alarm monitoring. Trouble shooting and trouble ticketing thefault generated on site and advising the team to resolve the fault as soon as possible.
  • Works on BMC Remedy7.1 for Trouble Tickets for continuous alarms monitoring.
    Co-ordinate with Customers regarding outages related issues as well as scope of work.
  • Live Alarm Monitoring OSS – Configuration of Templates, Alarm History, Uptime Report,
    Outage Report.
  • Preparing Daily Progress Reports, Daily Fault Reports, PM Report as well as RCA to send it
    to Circle Managers.

Education

B-Tech - Information Technology

TRR Engineering College
2012

Board of Intermediate - MPC

New Vision Junior College
2008

SSC -

Sr Krishnaveni Talent School
2005

Skills

  • Leadership and team management, with a focus on developing high- performing teams
  • Data analysis and decision- making based on operational metrics and performance indicators
  • In-depth understanding of the ITIL framework for IT service management
  • Knowledge in ITIL Process, Incident Management Major Incident Management, Problem Management,Change Managment
  • MS Office Suite
  • Administrative and Organisational skills Knowledge in DFM/EUDFM and RAVE ticketing tools

Certification

  • Certified in ITIL® TIL V4 Foundation.
  • Certified in ITIL® Foundation Certificate in IT Service Management.
  • Certified in Windows 2016 for beginners.

Timeline

Specialist- Cloud & Infra Management (IM-TeamLead)

LTIMindtree
08.2017 - Current

Senior Analyst

HCL Technologies
05.2015 - 07.2017

NOC Engineer

Innove Source LTD.
01.2014 - 05.2015

B-Tech - Information Technology

TRR Engineering College

Board of Intermediate - MPC

New Vision Junior College

SSC -

Sr Krishnaveni Talent School

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Anjaneya Reddy Chagani