Jayasri M

Technical Lead, May 2019 - Dec 2024.

• Managed daily IT operations and ensured system reliability and performance.
• Collaborated with teams to troubleshoot and resolve technical issues efficiently.
• Monitored IT infrastructure using advanced monitoring tools and systems.
• Handle incidents and service requests via ITSM tools ServiceNow, Jira Service Management, BMC Remedy. Track service level agreements and response times for incident resolution.
• Documented processes, procedures, and technical specifications for team reference.
• Trained new staff on IT policies, tools, and best practices for operations.
• Provided support for end-users, addressing inquiries and technical concerns promptly.
• Implemented new technologies to improve system performance and reliability.
• Conducted regular maintenance checks on server infrastructure and identified potential areas of improvement.
• Ensured compliance with company policies related to IT operations activities.
• Coordinated with vendors for installation of new hardware components or upgrades of existing ones.
• Performed daily system backups and database recovery operations when needed.
• Created user accounts in Active Directory environment as per organizational standards.
• Provided technical support on a variety of platforms including Windows Servers, Linux and Unix servers and virtualization technologies.
• Resolved incidents related to application or system issues promptly with minimal disruption to users.
• Installed operating systems, applications and patches according to established standards.
• Maintained positive working relationship with fellow staff and management.
• Conducted workflow analysis, space design or cost comparison analysis.
• Documented all facets of technology department operations, including network infrastructure, licenses and FAQs, facilitating consistent responses and team operations.

System Engineer, August 2016 - May 2019

• Developed and implemented policies and procedures related to identity and access management, such as password policies, user access policies, and authentication policies for the Planview tool, adhering to 100% access management compliance.
• Monitored application health metrics such as error rates, latency, throughput, and took corrective action when necessary.
• Conducted periodic reviews and audits of user access privileges to ensure compliance with security policies and regulatory requirements, resulting in a 20% reduction in access violations.
• Handled ServiceNow alerts, timed reports, dashboards, and managed applications, and user accounts, maintaining an average of 100 accounts and applications per month.
• If a customer issue cannot be resolved at L1, escalate it to L2 or L3 support, with a detailed description of the issue. If the issue has been escalated, follow up to ensure it's being handled by the appropriate team.
• Analyzed security data, identified trends, and reported findings to management to help them make informed decisions about security risks and mitigation strategies using ITIL and Six Sigma concepts, resulting in a 25% improvement in overall security posture.
• Managed security projects from start to finish, including scoping, planning, executing, monitoring, and reporting, delivering successful projects on time.