JAYASHREE S
Chennai
Summary
Dedicated Management professional with 10+ years of experience in years in I.T Industry in the area of Service desk operations, Monitoring Support and Incident, Change, Problem Management using ITIL concepts. Skilled in scheduling the deliverables, interacting with customers and organizing training for the team members. Strong collaborator with senior stakeholders and Clients, translating requirements into solutions and achieving defined objectives.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Incident, Change and Problem Management
Merck
Chennai
02.2021 - Current
- Responsible for completion of change and release activity for many project rollouts and upgrades/migrations
- Plan and schedule tactical business and technology events such as software patching, maintenance, Minor Releases that impact the Managed Cloud Services in a manner calculated to minimize disruption to Customer's business
- Validating the quotations provided by the change coordinators during the change in the draft stages
- Analyzing the UAT documents when the change is in UAT stage and get cross verified by internal SME, so that change will be moved smoothly in deploy stage
- Combing multiple minor changes of a specific application and releasing them at once as new release to the application after one CAB meeting to avoid multiple down times for 27*7 supported application.
- Periodically review effectiveness and efficiency of the problem management process
- Ability to analyze a high volume of technical data and work in a fast-paced environment
- Escalate Incidents at risk of breaching Service Level Agreement with the respective Coordinator
- Strong Experience in resolving production issues within SLA’s
- Following the incident management process for priority 1, 2, 3 and 4 incidents according to the defined guidelines
- Handling Incidents that is getting assigned to the team in Service-now, following up with the resolver group until resolution
- Prepared dashboard on the status of support process and reported to customer’s top management on daily basis
- Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed.
- Reported progress updates on major incidents as well as post-mortem reviews after each incident closure.
- Facilitated regular meetings with team members to review open tickets and problems status along with any relevant information that needs addressing.
Monitoring and Incident Management
ABBV – RND IRT HelpdeskSupport
Chennai
01.2017 - 01.2021
- Responsible for Incident Management, Service Request Management - (First level resolution and triaging) proactive problems
- Troubleshooting and diagnosing a wide range of technical issues, which involves application level fixes and password, reset issues
- Coordinate with vendor team through WebEx remote session for them to analyze the issue based on the priority
- Having hands on experience in AD User Access Management
- Handled high priority issues effectively by responding within the SLA and promptly opened bridge calls with the support group(s)
- Having experience in preparing Run Book and process related documents
- Monitoring the backend jobs, working on the failures or any issues during the job run, and informing the L2
- Ticket creation/Categorization/Prioritization, Monitoring, Tracking and resolving tickets/mails as per SLA
- Have taken KT to the other analysts on the tools we support
- Access provisioning for web tools
- Auditing calls and emails for the team members and providing feedback
- Work on User, Group Administration and File Access Permissions
- Collaborated with other team members to troubleshoot complex issues and develop solutions.
- Resolved customer issues by establishing workarounds and solutions to debug and create defect fixes.
Senior Systems Engineer – L1.5 Support
Humana HealthCare Service
Chennai
06.2015 - 09.2016
- Real Time & continuous follow-up with global support teams for Critical incident resolution
- Manage and coordinate activities during overall ticket life cycle
- Ensure that the Incident record is fully updated prior to Problem Management handover
- Responsible for sending all Incident notifications as per agreed process
- Share bridge calls for effective coordination, incident resolution, service restoration
- Continuously follow-up with support team for relevant notification updates per SLA, and drive resolution
- Follow the global Service Restoration Management Process
- Ensure Incident Time line Report is created immediately after resolution
- Contribution to ongoing process & operational improvements
- Uses professional expertise to integrate work and make operating decisions on escalated issues
- Interacts daily with subordinates and peer groups.
- Engaged with upper management regularly with reports on project status, activities and achievements.
Education
Master of Business Administration in Human Resources (Part Time) - Human Resources Management
Pondicherry University Affiliated To Loyola College
Chennai09-2013
Bachelors of Engineering in Computer Science (Full Time) - Computer Engineering
VKK Vijayan Engineering College Affiliated To Anna University
Chennai08-2011
Skills
- Incident Manager Leveraging technology to issue all communications and providing key stakeholder management
- Leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls
- Process improvement strategies
- Handling Bridge calls during outage or maintenance
- Performance reporting and People Management
- Monthly tracking of leaves and planning shift schedule for the team
- Effective process trainer
- Change and Problem Management – part of CAB and PRB team
- Coordinate between various support teams to identify the root cause of a problem and find a workaround or solution
- Teamwork and Collaboration
Certification
- Cognizant Internal Certification- ITIL V3
- ITIL – V3 Foundation External Certified
Operating Systems
- Windows XP
- Windows 7
- Windows 2003 and 2008
- IOS
Previous Employers
- HCL Technology Limited, Helpdesk Operations – Global Incident Management, 26 months (2013-2015)
- CSS Corp PVT LTD, Technical Support, 8 months (2012)
Areas Of Interest
- Office365
- ITIL
- Service Request Management and Change Management
- Incident Management
Other Tools
- Active Directory
- Remedy 6.0 &7.1.0
- ServiceDesk
- Service Now
- Remote assistance tool
- MS-Access
Personal Information
- Date of Birth: 12/02/1989
- Marital Status: Married
Languages
- Tamil
- English
Disclaimer
I hereby declare that the Information furnished above is true to the best of my knowledge.
Affiliations
- Very much interested to spend time in blogging.
- Passionate about art and craft
Languages
Tamil
First Language
English
Intermediate (B1)
B1
Timeline
Incident, Change and Problem Management
Merck
02.2021 - Current
Monitoring and Incident Management
ABBV – RND IRT HelpdeskSupport
01.2017 - 01.2021
Senior Systems Engineer – L1.5 Support
Humana HealthCare Service
06.2015 - 09.2016
Master of Business Administration in Human Resources (Part Time) - Human Resources Management
Pondicherry University Affiliated To Loyola College
Bachelors of Engineering in Computer Science (Full Time) - Computer Engineering
VKK Vijayan Engineering College Affiliated To Anna University
- Cognizant Internal Certification- ITIL V3
- ITIL – V3 Foundation External Certified
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