Karthik G

• ITIL V3 Foundation Certified
• ITIL SO and ST intermediate Certified
• AWS Solutions Architect Associate certified

Operations Management

• Supervise operational issues. Handle escalated issues.
• Provides technical guidance to less-experienced staff members. Encourage team members to be innovative.
• Provide task direction/delegation to achieve project and team goals. Influence and negotiates with other work teams.
• Contribute to strategic vision at the departmental and/or organization level.
• Communicate department and project strategies to team members. Communicate project strategy and deliver regular status updates to project team and management.
• Identify, evaluate and recommend improvements to group processes and technology solutions (i.e. monitoring standards, change/problem management)
• Regularly communicates with leadership team on issues and trends within the team.
• Work with team members to define career development plans, assess the alignment goals, and ensure resources are available.
• Facilitate application transition & maintenance support.
• Ever greening support process.
• Participate in disciplinary processes and manage performance improvement plans as necessary.
• Do Ticket Auditing for entire Upstream International team

ITIL

A. Incident Management

• Handle day to day Incident tickets based on prioritization, categorization.
• Handle all major/critical incidents.
• Takes care of entire lifecycle of incident management
• Manages the SLA and prepare the KPI reports to achieve the CSF.
• Act as a Major incident manager when required based on the priority of issues.

B. Problem Management

• Identify the root cause of the incident and give the permanent solution by updating KEDB
• Manage the MPR if applicable.
• Solve all the problems based on the problem management techniques like KEPGNER TREGOE, FISH BONE etc.
• Publish the final updates to the customer upon getting the root cause details from the technical team.

C. Change & Release Management

• Handle the entire life cycle of change and release management process
• Planning, Building and implement the change and release tickets.
• Organize the cab meetings where applicable and act as change manager when required.

D. Knowledge Management

• Create and Maintain Quick Reference Guides, Training documents
• Maintain knowledge document repository for Shell - KMM. Create and maintain KB Articles.
• Subject Matter Expert for our application GLMS.
• Create and Maintain process documents - Standard Operating Procedures (SOP), System Maintenance Technical Document (SMTD), Service Catalog, Typology, Incident and Call/Incident Management Guide.

D.Program Manager

• Work in additional role where acted as a program manager.
• Guide the new joiners with their training plans.
• Roadmap plan for the new joiners.

Others

• Adhere to audit process for all ITIL procedures.
• SOX compliance.
• Reporting
• Prepare Weekly SME Report for the applications handled.
• Report includes handled tickets, resolved tickets, escalated tickets, highlights, lowlights and action items for a particular application
• Prepare weekly and monthly dashboard and share with stakeholders and client.
• Does Auditing for entire Upstream International team
• Ad hoc Database Scripts Request Using TOAD.
• All Weekly and monthly reports
• Release Co-ordination
• Ad hoc Business Clarification
• Data Management
• Maintaining Audit Data
• Access Management OF GLMS
• Configuration details of the servers/databases of each environment.
• Maintain Release, oracle register.
• Sox Compliance
• Middleware Support
• Performance Monitoring.
• Configuration Management.
• Data Base operation - Import, Export, DB Upgrade.
• Jboss Administrator
• Server Administrator
• IIS management
• Client Interactions
• Primary responsibility was Application deployment, Test and Transition-to- Support.
• Worked closely with client and vendor towards successful deployment of application.
• Completed testing activities and reported bugs/defects to vendor for correction.
• Attend weekly and monthly T-con calls with Client, Stakeholders, Vendors and other support groups to provide updates and to work towards resolving pending issues.
• Interpret business goals and recommends appropriate technical solutions.
• Responsible for on-going relationship management with customers
• Interact with customers to coordinate various projects as requested and to represent their technical needs.