Neeraja Akula

Handled high priority incidents with exceptional poise and
composure, making quick decisions in effort to reduce overall
impact.
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Assessed incident priority based upon impact to business and
escalated issues as necessary.
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Tracked metrics involving critical incidents to model trends, produce
reports and make effective recommendations for improvements.
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Conducted post-resolution reviews • with team members.
Initiate Bridge calls , Drive Communication and teams to ensure
uptime of infrastructure within service levels.
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Co-ordinate with multiple teams to get the issue resolved within SLA
. Exposure to ITIL framework - Handle Client contacts and engage as
and on when required. Work with right resources to resolve an issue
& make sure the issue is resolved and client is updated.

• Prepare the required reports on servicenow tickets & calls.
Monitoring the Server level alerts through SCOM monitoring
System.

• Worked on troubleshooting server level alerts and analyze them.
Monitoring and Managing the Network level devices using the Solar
winds monitoring tool.
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• Worked on Firewall CPU alerts.
• Managing and monitoring the UPS devices using DC expert console.
• Server level troubleshooting VMWARE and Hyper-V.
• Assessing the disk space issues on Windows servers.

Monitoring IT infrastructure includes Servers, Network devices,
Storage, Telephony, UPS etc.
· Exposure to different monitoring tools like SCOM, Omnicenter &
Solarwinds.
· Perform L1 troubleshooting on issues with network devices like
routers and switches.
· Perform L1 troubleshooting on issues with Windows and Linux
servers and resolve tickets assigned.
· Monitor and troubleshoot issues with different links like MPLS, VPLS,
P2P & Internet across different locations worldwide and coordinate
with providers for resolution in an event of an outage.
· IT Service management using Servicenow tool for Incident, Request,
Problem & Change.
· Coordinate with different technology teams internally for all outages
related to Infrastructure, Application & Databases.
· Onboarding servers to SCOM to ensure all the server infrastructure is
under monitoring.
· Monitor progress against Client SLA's to ensure service levels are
achieved.
· Troubleshooting issues with monitoring different devices in
monitoring tools.
· Report generation using monitoring tools like SCOM, Omnicenter &
Solarwinds.
· IP Address management using Solarwinds tool.
· Creating and managing run books and of new processes in NOC and
prepare process documents.
· Coordinate with IT delivery teams for adding and removing devices in
monitoring tools.
· Incident management and coordinate with respective teams to
record root cause analysis for all business impact outages.
· Handling requests with respect to infrastructure like Alerting,
Performance & Bandwidth utilization, trend analysis etc.

· Pro-actively identify system impacting issues through the analysis
of performance data and alerts.
· Perform real-time tier 1 troubleshooting via remote access to system
components to isolate, manage and resolve issues.
· Monitoring the Server level alerts through SCOM monitoring System.
· Monitoring the Linux servers and troubleshooting the basic issues
using the NMS alerting system.
· Worked on troubleshooting server level alerts and analyze them.
· Monitoring and Managing the Network level devices using the Solar
winds monitoring tool.
· Checking the status of WAN devices and sending the alert
notifications within SLA.
· Communicating with the Data-center People located at Canada for
RFO'S and Early resolution.
· Managing and monitoring the UPS devices using DC expert console.
· Participate in 24x7 rotating shift schedule with ability to work day,
evening, and weekends.
· Develop and maintain positive communications between IT
Infrastructure and IT Applications / IT Operations.
· Create and implement documentation and procedures for alerting
and escalation.
· Worked on Backup tools like Commvault and Avamar for Remote and
region wise backups.
· Restoring Backups from Commvault tool.
· Patching the Servers according to the release of Microsoft updates
monthly in production and Non-Production environments.
· Trouble-shooting SCCM on Windows servers in the process of
patching Servers.
· Worked on SCCM Installations and Upgradations and
troubleshooting the SCCM related errors.
· Worked on VMware Platform – Creating new VDI'S and also
troubleshooting VDI issues.
· Part of Migration of V-center Server to Hyper-V environment.
· Worked on Decommission of servers using the orchestrator Run
books.
· DNS creation and Password Reset in Active Directory.
· Worked on Mc-afee Agent and DAT version upgradations.
· Managed the VM alerts raised on storage and Connection.
· Manages the Hardware alerts raised on physical Servers through HP
insight control tool.
· Worked on pulling complaint reports from SCCM .
· Worked on DBA servers in the process of Patching, SQL servers.
· Knowledge in SQL Jobs Re-run and scheduling of jobs,
troubleshooting the SQL related alerts and resolving them.
· Worked as part of problem, Incident management Team.
· Troubleshooting on Unexpected shutdown's of servers by
configuring dumps and page files through Debugger tools and system
internal tools.
· Trouble shooting of all servers performance issues.
· Managing the VM environment