Infant Sharmila
IT Tower Manager
Chennai
Summary
Information Technology professional with 12 years of diverse experience, eager to contribute to a dynamic organization that values personal and professional growth. Demonstrated expertise in enhancing systems and processes, which has consistently added value to previous roles. Possesses strong problem-solving skills, a creative mindset, and a commitment to continuous learning, ensuring a proactive approach to driving success for employers.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
Work History
command center Tower Lead
Tata Consultancy Services
11.2021 - Current
- Led a monitoring team as Tower Lead, overseeing 7 accounts and managing a team of 59 shared associates, ensuring seamless operations across multiple client engagements.
- Ensure 24/7 availability and performance monitoring of critical infrastructure, applications, and services.
- Act as the primary point of contact for all monitoring-related escalations and issue resolution.
- Drive adherence to ITIL processes including Incident, Problem, Change, and Service Request Management.
- Oversee the configuration and optimization of monitoring and ticketing tools (Nagios, SolarWinds, Dynatrace, ServiceNow, Cherwell, ManageEngine).
- Ensure proper alert tuning and threshold setting to minimize noise and improve actionable alerts.
- Analyze incident trends and provide proactive solutions to reduce recurring issues.
- Conduct weekly health checks and generate performance and availability reports for client review.
- Maintain SOPs to standardize monitoring operations across accounts.
- Collaborate with service delivery and operations teams to improve overall system reliability and client satisfaction.
- Facilitated new client knowledge transfer (KT) transitions, ensuring team members were equipped for smooth onboarding.
- Support audits and compliance checks by maintaining detailed logs and monitoring records.
- Managed access requests, including raising and revoking permissions, enhancing security and compliance across all accounts.
- Responded to ad hoc requests during Business Continuity Planning (BCP), demonstrating flexibility and a proactive approach in critical situations.
- Prepared monthly deck updates and quarterly review materials to keep stakeholders informed and aligned.
- Prepared Project Management Reports (PMR) that provided insights into team activities and outcomes, supporting strategic decision-making.
- Managed peak season operations by reallocating resources to meet increased demand without compromising service quality.
- Supported associates in transitioning from Level 1 to technical roles by involving them in L1 technical tasks.
- Conducted regular weekly and monthly meetings with associates to foster communication and collaboration.
- Addressed allocation issues effectively, minimizing disruptions and optimizing resource distribution across the team.
Technical Specialist
HCL Technologies Ltd
06.2020 - 11.2021
- Managed major incident bridge calls with support teams and executive management, ensuring effective communication during critical outages, which helped restore services swiftly and maintain client trust.
- Conducted and provided Post Incident Reviews (PIR) for major incidents, focusing on operational improvements that enhanced future incident responses.
- Ensured adherence to the incident management process, maintaining accurate records of actions taken to restore services, which helped streamline future incident handling.
- Collaborated with the incident management team to meet performance targets and KPIs, driving team efficiency and improving overall service quality.
- Managed team resources effectively, ensuring the right personnel were available at all times, which supported timely incident resolution.
- Led daily operational activities within the Major Incident Management (MIM) team, which helped maintain a structured approach to incident handling and improved team performance.
- Served as the first point of contact for escalations within the MIM team, ensuring high client satisfaction through quick and effective responses.
- Provided daily productivity reports to executive management, which offered insights into team performance and highlighted areas for further improvement.
- Contributed to continual service improvement initiatives by offering constructive feedback and innovative ideas on processes, enhancing the overall efficiency of the MIM team.
- Collaborated with the problem management team to analyze known errors and recurring events, which helped identify and resolve underlying issues effectively.
- Facilitated the resolution of high-severity outages impacting IT infrastructure as a Major Incident Manager, ensuring minimal disruption to services and enhancing operational resilience.
- Worked closely with Problem and Change Management to refine incident management processes, resulting in improved response times and service delivery.
Senior administrator
Wipro Technologies
02.2017 - 05.2020
- Acted as the Critical Incident Manager during P1 and P2 incidents, which ensured issues were resolved within the established SLA, improving response time and service reliability.
- Handled major incidents by providing end-to-end support for all severity tickets, which helped maintain operational continuity and customer satisfaction.
- Identified root causes of escalated incidents, leading to more effective troubleshooting and reducing recurrence of similar issues.
- Monitored threat management incidents, which helped in proactively mitigating risks and enhancing system security.
- Led escalations for both product and personnel-related issues, ensuring a seamless experience for customers and reinforcing our commitment to customer delight.
- Performed technical and process quality audits for the service desk, which helped improve service delivery standards and operational efficiency.
- Provided monthly logs and review reports on all critical alerts to stakeholders, fostering transparency and informed decision-making.
- Resolved Freshdesk P1 incidents swiftly within published SLAs, helping achieve operational excellence and boosting customer satisfaction rates.
- Built and validated the Netoxygen application on app/web Windows 10 servers, moving it to the production environment, which streamlined operations and enhanced application performance.
- Monitored alerts using the AlertLogic tool and addressed critical server alerts, which ensured system stability and reduced downtime.
- Responsible for performing smoke tests on all servers, which helped verify the integrity and readiness of systems before deployment.
- Monitored server performance and application errors through AppDynamics, ensuring optimal performance and quick resolution of issues.
- Used New Relic to monitor application performance, which facilitated early detection of potential problems and improved user experience.
- Managed server-related tickets using the Rackspace tool, ensuring timely resolution of issues and maintaining server health.
- Conducted user provisioning tasks including creation, authorization, deletion, and other profile changes, which improved user access management and security.
- Communicated with network users during major incidents impacting network services, which kept stakeholders informed and minimized disruption.
Senior Systems Executive
Cognizant Technology Services
07.2012 - 02.2017
- Managed the daily operations of an 8-member team, ensuring smooth workflow and efficiency, which helped us meet project deadlines consistently.
- Created comprehensive reports to update management on team progress, providing transparency and facilitating informed decision-making.
- Analyzed individual team members' performance and provided constructive feedback, which contributed to professional growth and enhanced overall team productivity.
- Reviewed team performance on a weekly basis, identifying areas for improvement and celebrating successes to maintain high morale.
- Conducted monthly project management reviews, which allowed us to reassess our strategies and stay aligned with project goals.
- Handled escalations effectively, resolving issues promptly to minimize disruption and maintain client satisfaction.
- Assisted management with the hiring process and facilitated new team member training, helping to build a strong and capable team.
- Recognized as Stack Rank Topper shortly after joining the project, which highlighted exceptional performance and quick adaptation to team dynamics.
- Awarded the Customer Champion - ITIS Center Stage Award, demonstrating a strong commitment to customer satisfaction and delivering quality service.
- Earned the Xtra Miler Award in the first quarter, which underscored a proactive approach to going beyond standard expectations and contributing to team success.
- Received various customer appreciation compliments, helping to build a positive reputation for service excellence and fostering client relationships.
- Consistently achieved all performance metrics over consecutive quarters, showcasing a strong track record of reliability and contributing to one of the best overall performances in the team.
Education
Bachelor Degree - Physics
Stella Maris College
06.2009 - 06.2012
Skills
IT Service Management
People Management
Scrum Master
Teamwork and collaboration
Customer service
Team management
Supervision and leadership
Certification
12/01/24, ITIL V4, Axelos
Personal Information
- Date of Birth: 05/12/91
- Nationality: Indian
Timeline
command center Tower Lead
Tata Consultancy Services
11.2021 - Current
Technical Specialist
HCL Technologies Ltd
06.2020 - 11.2021
Senior administrator
Wipro Technologies
02.2017 - 05.2020
Senior Systems Executive
Cognizant Technology Services
07.2012 - 02.2017
Bachelor Degree - Physics
Stella Maris College
06.2009 - 06.2012
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