DAMA VIMAL CHOWDARY

Key Responsibilities

• Monitored and triaged enterprise infrastructure, network, server, and application alerts using SolarWinds, BigPanda, PagerDuty, HP Operations Bridge (OMi), and HP Network Node Manager (NNMi) in a 24x7 Global Operations Center.
• Performed real-time monitoring of CPU, Memory, File System, Server Availability, Network Nodes, WAN, and MPLS circuits to ensure high system availability and operational stability.
• Executed Level-1 troubleshooting for infrastructure and network alerts by following established SOPs, operational runbooks, and ITIL best practices.
• Managed the complete incident lifecycle for P1, P2, P3, and P4 incidents using ServiceNow, including incident logging, categorization, prioritization, CI mapping, escalation, and closure within SLA.
• Coordinated Major Incident (P1/P2) bridge calls with L2/L3 engineers, on-call teams, vendors, and business stakeholders to expedite service restoration.
• Performed server administration activities, including Windows Server C: drive cleanup, Linux/UNIX/HP-UX file compression, server health checks, and server reboot activities using VMware vSphere/vCenter.
• Monitored network infrastructure using SolarWinds Orion and HP NNMi, performed initial diagnostics for node-down events, and coordinated restoration activities with internal support teams.
• Supported WAN, MPLS, Cisco, Juniper, and Arista network environments by coordinating troubleshooting, maintenance, and circuit restoration with engineering teams and telecom vendors.
• Created and managed Change Tasks (CTASKs) in ServiceNow and supported scheduled maintenance and change implementation activities in accordance with ITIL Change Management processes.
• Monitored Salesforce batch jobs and performed recovery activities, including abend analysis, job reruns, and job validation, following documented operational runbooks.
• Conducted daily infrastructure health checks to maintain system performance, stability, and service availability.
• Administered Active Directory user accounts, including account unlocks, password resets, access management, and user provisioning support.
• Supported Virtual Desktop Infrastructure (VDI) by troubleshooting user issues and performing virtual machine administration using VMware vCenter and vSphere.
• Collaborated with Infrastructure, Network, Server, Cloud, Storage, Application, and Vendor teams to resolve critical production issues, minimize business impact, and ensure service continuity.
• Prepared incident reports, bridge call summaries, shift handover documentation, and operational dashboards to facilitate effective communication and seamless shift transitions.
• Supported datacenter operations, planned maintenance, infrastructure migrations, server recovery activities, and vendor coordination to ensure uninterrupted business operations.
• Worked in a 24x7 production support environment, ensuring the availability, reliability, and performance of critical enterprise infrastructure while adhering to ITIL Incident, Change, Problem, and Major Incident Management processes.

Key Responsibilities

• Provided 24x7 infrastructure monitoring and operational support in a high-availability production environment.
• Monitored infrastructure servers, network devices, and system health using HP Operations Manager (HP OMi), SolarWinds Orion, SiteScope, HP Network Node Manager (HP NNMi), and VMware vSphere.
• Monitored and analyzed CPU, Memory, File System, Server Availability, and Node Down alerts, performing initial troubleshooting and escalating unresolved issues to L2 teams.
• Raised P3 incidents in accordance with ITIL guidelines and coordinated with L2 support teams to ensure timely incident resolution within SLA.
• Implemented temporary workarounds for memory and file system alerts to maintain service continuity and system stability.
• Conducted daily stand-up calls with L2 support teams to review open incidents, track progress, and ensure SLA compliance.
• Performed server reboot activities and assisted in resolving node-down incidents using VMware vSphere.
• Executed weekly Windows Server C: drive cleanup activities to optimize disk utilization and improve server performance.
• Monitored scheduled batch jobs, system consoles, and infrastructure monitoring tools to ensure uninterrupted business operations.
• Managed file compression and disk space optimization activities on Linux, UNIX, and HP-UX servers.
• Prepared operational reports, shift handover documentation, and technical records to support operational continuity and knowledge sharing.
• Collaborated with cross-functional Infrastructure, Network, and Server teams to maintain high availability and minimize production downtime.

Key Responsibilities

• Managed end-user support tickets using ServiceNow and CRM tools, ensuring timely resolution and compliance with SLA targets.
• Diagnosed and resolved hardware, software, and application-related issues through remote troubleshooting, significantly improving response and resolution times.
• Provided technical support to end users via phone, email, and remote support tools, ensuring high levels of customer satisfaction.
• Collaborated with cross-functional teams to resolve complex technical issues, minimize downtime, and maintain business continuity.
• Performed Root Cause Analysis (RCA) for recurring incidents and documented corrective and preventive actions to reduce future occurrences.
• Utilized CRM applications to log, track, update, and maintain accurate records of customer interactions and issue resolutions.
• Created and maintained knowledge base articles, standard operating procedures (SOPs), and technical documentation to improve operational efficiency and facilitate knowledge sharing.
• Escalated unresolved issues to appropriate support teams while ensuring effective communication and timely follow-up with stakeholders.
• Adapted quickly to new technologies, tools, and ITIL-based service management processes in a dynamic support environment.
• Contributed to continuous service improvement initiatives by identifying process enhancements and implementing operational best practices.