Aparna Tripathy
Senior Engineer
Bengaluru,KA
Summary
A Skillful professional with around 10 years of IT experience. Seasoned interpersonal skill ,Strong work ethic, and ability to stay organized within past paced and multidisciplinary organization
Overview
10
10
years of professional experience
5
5
years of post-secondary education
Work History
Senior Engineer – Incident and Problem Management
COLT TECHNOLOGIES SERVICES
Bengaluru, Karnataka
02.2017 - Current
- Managing critical severity incident and ensuring successful resolution of incidents within service level agreements (SLA’s)
- Analyzing received incidents/problem and taking immediate effort in order to restore failed service immediately
- Set customer expectations for cyber security services to Colt and its customers.
- Troubleshoot performance and availability Issues on security devices such as firewalls IDS, IPS Content Filtering solutions.
- Resolution of problems through configuration changes/ re-installations / replacements Enforces policies, procedures, SLA and standards defined for security device management .
- Actively participates in preventive maintenance, by documenting common problems and sharing information required for team to be successful.
- Documents and maintains internal procedural standards relating to support role as required. Working closely with other IT team and collaborating with other IT staff Coordinate with other team members for availability of capable resources
- Steering all escalation, communication, and management of all critical incidents
- Following escalation process for each critical incident and presenting high commitment for client in regards to critical
Senior Executive
Vodafone Shared Services India
Bengaluru, Karnataka
09.2016 - 02.2017
- Established 24/7 availability of production environment and lead daily operations of production environment.
- Ownership of root cause analysis process, and ensure remediation of major issues. Ability to
- provide assistance in support capacity with problem and incident resolution and assume major
- incident and problem ownership and accountability
- Recreate Customer Issues for Technical Troubleshooting.
- Strong understanding of ITIL framework and its application in production environment.
- Troubleshoot & amp; resolve incidents and problem tickets within SLA.
- Assist T1 (Level 1 Engineers) in Recreating Customer Issues in Operate Lab.
Engineer 1 St Level Assurance
Ericsson Global India Pvt Ltd
Bengaluru, Karnataka
04.2014 - 08.2016
- Project: MBNL RYDER
- Handling Incident Management as per ITIL framework.
- Monitor IPCM (Ericsson Tool) for critical issues and assigns it to appropriate assignee.
- SPOC for internal & external customers along with making non critical / situational
- Respond to incidents and ensure resolution of tickets as decisions. SLAs
- Initiate/Chair bridge calls in case of major incidents and ensure coordination among teams for
- Follow up with technical teams and ensure incidents are updated with findings resolving per process defined
- Coordination with various teams like Service Desk\Help Desk, CAB, Change management team,
- Problem Management team to ensure resolution of incidents
Engineer – GIO in Level 2A
Sify Technologies Ltd
Bengaluru, Karnataka
09.2012 - 03.2014
- Verifying configured customer services to deliverable parameters before taking
- Handovers of any project from service delivery team for support commencement.
- Diagnose and resolve most of connectivity problems on phone with help customers to avoid unnecessary field visits and reduce downtime. Ensure proper and timely updates in
- Coordinate with last mile providers (BSOs) like BSNL, TTSL, Airtel, TCL and local vendors(Bell,
- IMCL, cable operators) in case of last mile failure.
- Prepare Incident report for reported outage.
Education
Some College (No Degree) - CBSE - Class 12 - 65%
Deepika English Medium School
Rourkela 04.2006 - 03.2007
CBSE - Class 10 - 75%
Deepika English Medium School
Rourkela 04.2004 - 03.2005
Bachelor of Engineering Technology - Electronics And Electrical , CGPA – 8.65
Annamalai University
Chidambaram, Tamil Nadu 08.2008 - 04.2012
Advanced Certification in Cyber Security -
IIIT Banglore
04.2001 -
Skills
OS: Linux, Microsoft Windows , Ubuntu
Timeline
Senior Engineer – Incident and Problem Management
COLT TECHNOLOGIES SERVICES
02.2017 - Current
Senior Executive
Vodafone Shared Services India
09.2016 - 02.2017
Engineer 1 St Level Assurance
Ericsson Global India Pvt Ltd
04.2014 - 08.2016
Engineer – GIO in Level 2A
Sify Technologies Ltd
09.2012 - 03.2014
Bachelor of Engineering Technology - Electronics And Electrical , CGPA – 8.65
Annamalai University
08.2008 - 04.2012
Some College (No Degree) - CBSE - Class 12 - 65%
Deepika English Medium School
04.2006 - 03.2007
CBSE - Class 10 - 75%
Deepika English Medium School
04.2004 - 03.2005
Advanced Certification in Cyber Security -
IIIT Banglore
04.2001 -
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