Bal Krishna
Cloud Infra Engineer
New Delhi
Summary
Proven Service Management Engineer with a robust background in ITIL Framework and Incident Management, honed at Ericsson Global Services. Excelled in swiftly resolving high-severity incidents, enhancing system stability, and bolstering customer satisfaction. Demonstrates exceptional problem-solving abilities and a commitment to continuous improvement, ensuring minimal business disruption and improved service quality.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Service Management Analyst
Accenture Technology Solutions
04.2022 - Current
- Handling P1/P2 Bridge calls as a part of incident Management & sending notification to all relevant stakeholders at agreed timelines.
- Reporting Hop count, reopen, ageing incidents & breached Tickets. Also worked towards improving the metrics.
- Knowledge of relationship between Incident, Problem & Change management.
- Knowledge of Incident management, Change management, Problem Management & ITIL process.
- Working as part of the service management team where handling the Process of Incident management / problem Management and closely related to change management.
- Opening up the bridge calls for the Priority incidents (P1/ P2) and calling over the necessary technical teams on the bridge and driving the bridge to resolved the issue within SLA
- Preparing MIR (Major Incident Report) and sending out to the Management.
- Sending out MIM Communications to the management
- Ability to work with minimal supervision, making decisions based upon priorities, schedules and an understanding of business initiatives.
- Providing solutions to client problems.
- Developing and maintaining client relationships.
- Troubleshoot the problems and providing the best possible solution.
- Reviewing and auditing the process
- Ensuring that all IT teams follow the incident management process for every incident.
Cloud Support Engineer
Ericsson Global Services
07.2019 - 04.2022
- Led incident management process for high-severity incidents, ensuring timely resolution and minimal business impact.
- Handled Multi- tenant projects, single point of contact for all tenants.
- Identified, analyzed and resolved infrastructure vulnerabilities and application deployment issues.
- Monitored network hardware operations to evaluate proper configuration.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
- Collaborated with cross-functional teams to identify root causes of incidents, leading to targeted improvements in system stability.
- Played a key role in maintaining business continuity during high-impact incidents by quickly identifying root causes and implementing effective recovery strategies.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Led efforts to improve internal communication tools used in managing incidents, increasing transparency and reducing response times.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Improved overall service quality by conducting post-incident reviews, identifying areas for improvement, and implementing corrective actions.
Education
B.Tech - Information Technology
SRM Institute of Science And Technology
Chennai, India 05.2014 - 05.2018
Skills
ITIL Framework
Incident Management
Change Management
Cloud Infra Management
Service Management
ITIL Expertise
Certification
ITIL v4
Timeline
Service Management Analyst
Accenture Technology Solutions
04.2022 - Current
Cloud Support Engineer
Ericsson Global Services
07.2019 - 04.2022
B.Tech - Information Technology
SRM Institute of Science And Technology
05.2014 - 05.2018
ITIL v4
Microsoft Azure AZ-900
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