B LAKSHMANA SUDHIR
Hyderabad
Summary
An aspiring candidate with 14+ years of experience in ITSM and customer support seeking for an opportunity to leverage skills and experience to enhance IT operations and projects.
Well versed with ITIL Process Management which made me gain experience for helping organization in managing risk, establishing cost-effective practices, strengthening customer relations. An effective communicator with strong analytical / logical skills and ability to relate to people at any level of business and management.
Overview
15
15
years of professional experience
Work History
Incident Management Tier 3 Analyst
Teleperformance private Ltd
05.2023 - Current
- Follow-up on all critical incidents with respective teams and resolve the issue within the given SLA.
- Monitoring Critical tickets and act proactively to avoid Potential Outage.
- Running Bridge calls for all Major incidents with all required teams and stake holder if required.
- Follow ITIL procedure for effective quality delivery and ensuring restoration of service as per the agreed SLA.
- Lead Root Cause Analysis investigations to successfully identify root causes of problems
Major Incident Manager and Change Coordinator
Six sigma (Tata Consultancy Services)
12.2021 - 04.2023
- Monitoring Incident Tickets in SNOW and taking ownership.
- Managing the Major Incidents and provide workaround within the given SLA.
- Run the Bridge call for all Major incidents with all required teams and stake holder if required.
- Sending Collaboration mails periodically to stake holders during a major incident.
- Follow ITIL procedure for effective quality delivery and ensuring restoration of service as per the agreed SLA.
- Follow-up on all critical incidents with respective teams and resolve the issue within the given SLA.
- Monitoring Critical tickets and act proactively to avoid Potential Outage.
- To ensure effective handling of the High priority incidents and proper routing of these incidents.
- Checking in Snow for any alerts, managing the Critical Incidents and provide workaround within the given SLA.
- Having overview knowledge in Problem management process.
- Create problem ticket and assign to problem management team for identifying RCA.
- Attended few brainstorming sessions with Problem management team.
- Perform analysis on the backlogs and submit the final report to the clients/ leads also will work with them to bring those backlogs to closure.
- Lead Root Cause Analysis investigations to successfully identify root causes of problems.
- Support Senior Management by providing, or contributing to periodic reports and presentations.
- Track Problem governance metrics and continuously seek to improve the Problem management KPIs (daily/ weekly/ monthly basis) – e.g.: Problems open, closed, problems with no Postmortems done, Problems with no tasks, Problems ready for closure etc.
- Work with other teams to identify improvement opportunities and ensure end-to-end success of the Incident Management process.
- Supervised change request and implementation processes for select controlled items as required.
- Handled minor change requests as and when required by the Technical teams.
Senior Technical Engineer
Sutherland Global Services
04.2010 - 12.2021
- Adherence to ITIL process for incidents through Service Request Management through Siebel ticketing tools, 24
- 7.
- Handled P1 & P2 Incidents for Mcafee enterprise support.
- Managing the Incidents and provide workaround within the agreed SLA.
- Handling Technical Bridge call during outages whenever required, raise incidents and deploy resources accordingly.
- Monitoring Critical tickets and act proactively to avoid Potential Outage.
- Resolve incidents in a timely manner as per SLA’s.
- Adherence to customer requests on the video solution platform support through on-call, live-chat and email – 24
- 7.
- Escalate top priority, production-critical issues to the appropriate technical staff.
- Assisted customers towards troubleshooting and installation of McAfee Mobile Security application and other McAfee Mobile apps through Chat and Calls.
- Protecting data, software, and hardware by coordinating, planning, and implementing network security measures.
- Worked closely with network support team for operational support, tasks and projects.
- Worked on Applications hosted on Web servers.
- Troubleshooting, diagnosing, and resolving hardware, software, and other network and system problems.
- Handling escalation cases.
- Part of review call with client.
- Preparing schedules for team members on a weekly basis which enhances the staff break timings and the daily cab transportation.
- RCA for negative responses provided by customers and teaching the agents on giving a better customer experience.
- Assisting team managers in preparing reports for weekly business reports and Monthly operating reports.
- Prepared weekly review for certain specific Apps of McAfee for Client [Safe Family & Safe Connect].
- Handled the ORR team towards providing timely responses to customer reviews for McAfee apps in play store; App store and Amazon Store accounts and has shown improvement in the app ratings.
- Maintaining, configuring, and monitoring virus protection software and email applications.
Education
Post graduate programme - cyber security
Great Lakes institute of Management
B.E - Electronic & Communication Engineering
Vel Sri Rangarajan sakunthala high-tech engineering college
D.E.C.E. - Electronics & communication Engineering
Sri Sairam Polytechnic
HSC - undefined
Rex Matriculation hr sec school
Skills
Crowd strike EDR
Cybersecurity Projects
- Wireshark Packet Analysis
- MITRE ATT&CK Framework
- Phishing Email Analysis
- Vulnerability Management with Nessus Lab
- Project on Performing a System Audit and Writing Incident Reports
Disclaimer
I hereby declare that the above details are correct and true to the best of my knowledge.
Timeline
Incident Management Tier 3 Analyst
Teleperformance private Ltd
05.2023 - Current
Major Incident Manager and Change Coordinator
Six sigma (Tata Consultancy Services)
12.2021 - 04.2023
Senior Technical Engineer
Sutherland Global Services
04.2010 - 12.2021
B.E - Electronic & Communication Engineering
Vel Sri Rangarajan sakunthala high-tech engineering college
D.E.C.E. - Electronics & communication Engineering
Sri Sairam Polytechnic
HSC - undefined
Rex Matriculation hr sec school
Post graduate programme - cyber security
Great Lakes institute of Management
Similar Profiles
MOHAMMED TAYUBMOHAMMED TAYUB
Analyst at Teleperformance Private LtdAnalyst at Teleperformance Private Ltd
Nariman CamaNariman Cama
Senior Customer Service Executive at Teleperformance Private LimitedSenior Customer Service Executive at Teleperformance Private Limited
SHUBHAM SONISHUBHAM SONI
Customer Support Fraud Analyst at Teleperformance Private limitedCustomer Support Fraud Analyst at Teleperformance Private limited
ANJALI RAMTEKEANJALI RAMTEKE
Growth Associate at Alore Pte. Ltd.Growth Associate at Alore Pte. Ltd.
ARAVA ANANTHA RAOARAVA ANANTHA RAO
Information Security Manager at Tata Consultancy ServicesInformation Security Manager at Tata Consultancy Services