Gokulapriya S

Telefónica Infra – Supported Project | Years 2–4

• Led Incident Management, ensuring quality checks, RCA validation, and P2 bridge call handling.
• Performed Problem Management including root-cause verification, ticket approvals, and permanent fix tracking.
• Handled complete Asset/CMDB lifecycle: CI creation, updates, validation, and disposal.
• Enabled configuration accuracy using Discovery tools for infrastructure asset detection.
• Prepared CMDB accuracy dashboards/reports, improving audit compliance.
• Implemented strategies to increase customer service satisfaction ratings.
• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
• Acted as a technical coordinator across teams to ensure timely issue resolution.
• Streamlined and monitored quality programs to alleviate overdue compliance activities.
• Improved service efficiency by conducting regular training sessions for staff on latest industry standards and technologies.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.

Telefónica Infra – Supported Project | Years 1–2

• Performed daily technical health checks on servers, storage, and backup systems.
• Conducted storage status analysis and raised HPE vendor cases for hardware failures.
• Checked CPU, memory, and disk thresholds for Windows & Unix servers, escalating where required.
• Monitored backups and coordinated with backup teams for failure resolution.
• Managed alert-driven tickets from Zabbix, and monitored incident inflow via BMC, Helix, PagerDuty.
• Used One Engine automation to reduce manual operational tasks.
• Created system health and performance visualizations using Power BI.