Anusha Sunkara
Hyderabad
Summary
Dynamic Principal Consultant at Inveso India Pvt Ltd with a proven track record in Major Incident Management and service delivery improvement. Expert in establishing comprehensive monitoring systems and driving strategic initiatives. Skilled in stakeholder communication and team collaboration, ensuring high-performance service levels and effective incident resolution. Committed to enhancing operational efficiency and client satisfaction.
Overview
14
14
years of professional experience
Work History
Principal Consultant
Inveso India Pvt Ltd
Hyderabad
02.2022 - Current
- Led resolution of critical Invesco major incidents.
- Maintained availability of technology services according to agreed service levels.
- Facilitated and chaired various investigative sessions effectively.
- Collaborated with monitoring and automation teams to establish application monitoring.
- Set up comprehensive monitoring systems for 28 key applications with the help of Splunk, BigPanda, and additional tools.
- Maintained high-performance service levels for core service management processes.
- Coordinated efforts with partners worldwide to accomplish stability aims.
- Ensured thorough review for infra-related changes through collaboration with management teams.
- Drove key projects across technology division to achieve objectives.
Major Incident Management
IBM India Pvt Ltd
Hyderabad
07.2018 - 01.2022
- Entire ownership of MIM process, assessing the severity, impact and primary contact for all P1 and P2 related incidents
- Initiate bridge calls / technical calls during P1 and P2 Incidents and escalate when required
- P1 and P2 status communication via mail and SMS, both internal and external communications to stakeholders, management and clients
- Ownership of P1 chronology, post incident review
- Drive the incident through resolution and prevention of repetitive incidents
- Prepare exit summary of resolved incidents
- Drive post incident review call and engage Problem & Leadership team
- Documentation and preservation on knowledge base and releasing regular updated versions
- Perform incident and problem analysis and identify potential problem areas
- Maintaining 24
- 7 availability and coordinating between shift for handover for a smooth HO
- Act as single point of contact for service operations, including status, workload, active incidents, change calendars including major and high-risk changes, root-cause and problem remediation status and any other aspects of day-to-day operations
- Participate in weekend high risk changes and perform pre and post checks
- Performing breach analysis of SLA breached incidents, conducting regular trainings to resolver groups on process updates
- Understanding of the overall setup of IT Services and roles played by various Service Providers
- Managed ticket backlogs and escalations for assigned areas of responsibility
- Initiated problem investigations & driving the analysis of finding the root causes to high priority / major incidents as well as oversee the implementation of corrective measures
- Tracking ongoing problem records, maintaining record of the status and follow up with Problem owners
Team Lead - ITSM
Wipro Technologies
Hyderabad
05.2017 - 07.2018
- Entire ownership of MIM process and primary contact for all P1 and P2 related incidents
- Initiate bridge calls / technical calls during P1 and P2 Incidents and escalate when required
- P1 and P2 status communication via mail and SMS
- Close track of response and resolution SLA for Major Incidents
- Backlog follow up and reduction
- Ticket auditing, keeping a close track on hopping incidents
- Weekly and Monthly survey reports to client
- Weekly and Monthly Incident analysis to reduce incoming incident volume
- Ensure all P1 & P2 are documented with a detailed PIR analysis
- Handling post incident review call and submitting the review report to client
- Event management – Taking care of health check reports and handling daily huddle call regarding critical events generated
- Initiated problem investigations & driving the analysis of finding the root causes to high priority / major incidents as well as oversee the implementation of corrective measures
- Tracking ongoing problem records, maintaining record of the status and follow up with Problem owners
- Validating changes, reviewing the change plan, approving emergency changes and Participate in CAB calls
MIM
Novartis Healthcare Pvt Ltd.
Hyderabad
11.2015 - 05.2017
- Initiating bridge calls and sending communications
- Familiarity with the Event Management process
- Undertake ad-hoc projects as agreed with the Management team
- Provide technical expertise for the planning and definition of new requirements: perform feasibility and performance studies, including benchmark, capacity planning, sizing, etc
- Drive/Manage service quality, performance and improvement of service delivery processes as per established governance and reporting
- Support Major Incident Management process and handle all Critical/Major incidents in the organization
- Prepare Major IM analysis reports on a weekly, monthly and quarterly basis to be provided to the Leadership team
- Demonstrate clear and definitive understanding of business needs and requirements
- Address any potential technical and non-technical issues and escalations within and outside of team which might impact the team’s performance adversely
- Maintain overview of daily records, incident logs & shift planners
- Responsible for 1st level Service Continuity of the operations during regional/location outages
- Keep team leads and Management appraised on operational activities, any associated risk/issues, work load distribution and accomplishments; participate in achieving resolutions to identified issues
- Seek and provide feedback, mentoring, support, and career development to and from team
- Be the 1st point of contact in case of any untoward Incidence with respect to work/team dynamics/attitude & approach by team members
- Ensure positive team satisfaction and strong relationship is maintained for service delivery with cross functional team
- Achieve agreed targets in terms of quality and time
Associate Professional (IT Remote Infrastructure services – Managed Services)
CSC India Pvt Ltd.
Hyderabad
05.2013 - 10.2015
- INCIDENT Management & MIM
- Monitored and reviewed the Service Level Targets and ensured timely closure of priority tickets
- Set up of SRT (Service Restoration Team) as required for Sev 1 & 2 Incidents
- Addressed the escalations initiated by the clients by assigning task to the team managers and team leads asking them to revert back with their updates and actions taken in order to avoid similar escalations in future along with a documented report completed by the team lead or manager containing their comments, root cause, plan of actions and action owner names
- Worked on multiple accounts and initiated Daily service review call for Major accounts
- In the event of an incident to help to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained
- Managed the Daily High Severity Incident Call Review meeting and sent communication
- Produced incident related summary and management reports
- Develop service improvement plans
- Participated in activities pertaining to IT Service Continuity, IT Capacity and IT Configuration Management related projects that managed by the IT Service Management team
- Identify key milestones and deliverables (Incident Management, Problem Management, Request Fulfillment, Change Management)
- Consulting knowledge base team, time to time for regular updating of the process
Service Assurance & Service Delivery Executive (IT Infrastructure services)
Aircel Ltd (Dishnet Wireless Ltd)
Hyderabad
03.2011 - 05.2013
- Take ownership of Service Delivery and Service Assurance
- Providing Feasibility and Commercials for new and existing enterprise customers
- Handling link provisioning, implementation and successful link delivery to the customer within the specified SLA
- Submitting monthly, weekly reports to the management, related to the customer related issues, new link provisioning
- Taking customer feedback about service performance to act in a proactive way
- Incident management of major service delivery issues that impact on customers
- Development of the root cause of underlying issues that are then developed into a proactive assessment of the incidents
- Investigation and diagnosis of the incident reports, and trend analysis for delivery
- Taking care of link down issues and co-ordinate with NOC / Technical teams to ensure the link is up
- Preparing monthly reports of link down issues and find the root cause
Associate Engineer (IT Technical Operations)
Tikona Digital Networks
Hyderabad
10.2010 - 03.2011
- Technical support for retail broadband customers
- Continuous monitoring of internet connectivity of users
- Router and switch configuration
- Troubleshooting switch and routers during connectivity issues
- Taking monthly service feedback from customers
- Monthly service and governance calls
- Publishing governance reports
Education
B.Tech - Electronics & Communication Engineering
01.2010
Skills
- Incident Management
- Monitoring systems setup
- Stakeholder communication
- Team collaboration
- Incident analysis
- Service delivery improvement
- Major Incident Management
- Change Management
- Problem Management
- Client relationship management
- Strategic planning
- Multitasking and organization
- Team leadership & development
- Best practices implementation
- Reports and documentation
- Issue resolution
- Analysis & evaluation
Personal Information
- Date of Birth: 10/04/88
- Marital Status: Married
Profile Summary
Incident Management, Change Management, Problem Management, Continual Service Improvement, ITIL Foundation
Locations
Hyderabad, Telangana
Timeline
Principal Consultant
Inveso India Pvt Ltd
02.2022 - Current
Major Incident Management
IBM India Pvt Ltd
07.2018 - 01.2022
Team Lead - ITSM
Wipro Technologies
05.2017 - 07.2018
MIM
Novartis Healthcare Pvt Ltd.
11.2015 - 05.2017
Associate Professional (IT Remote Infrastructure services – Managed Services)
CSC India Pvt Ltd.
05.2013 - 10.2015
Service Assurance & Service Delivery Executive (IT Infrastructure services)
Aircel Ltd (Dishnet Wireless Ltd)
03.2011 - 05.2013
Associate Engineer (IT Technical Operations)
Tikona Digital Networks
10.2010 - 03.2011
B.Tech - Electronics & Communication Engineering
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