Preetham Francis Pais

Working for an Australian Telecom company as a Technical Product Owner for Order to Activate and Fulfillment group

Roles and Responsibilities:

• Support and contribute to the team through software, technical, network, and platform component development and ordering the technical capability team's backlog to enable missions to be delivered.
• Successfully run the Cloud migration of applications from On-premise to Azure Cloud Platforms
• Worked closely with the team to support decision-making, definition, measurement, evaluation, and management/delivery of agreed delivery performance metrics (e.g. cycle time, escaped defects, etc.) including technology product performance to key operational KPIs.
• Supported the deployment and execution of operational and business acceptance activity by assisting with resolving moderately complex post-deployment issues from root cause analysis through to resolution
• Received appreciation for my sound communication skills to gain buy-in and input from stakeholders and teams, into continuous improvement and ways of working

Roles and Responsibilities:

• Collaborate with Developers, stakeholders, Scrum team to gather and understand requirements, to deliver Continuous improvements to applications
• Sound knowledge in DevOps area covering the four pillars: Build and Release Management, Environment Management, Software Configuration Management and tools integration
• Designed ServiceNow dashboard and various automated reports for organizational use which reduced the manual toil and was widely appreciated by the leadership
• Worked on GCP migration of Travel Solution applications .Being part of a Dev-Ops team, have priorities to keep control of the testing, development, non-production, and production environments Responsible for 100% up-time for all the travel solution applications

Roles and Responsibilities:

• Respond to major incidents/business critical incidents reported to the incident management team.Initiate the incident bridge and co-ordinate among multiple teams and drive the incident bridge to resolution
• Adhere to defined SLA in resolving major incidents

Notify the executives and leadership about the ongoing

incidents

• Driving the break-fix changes and ensuring the customer is back to business as usual at the earliest
• Capture the MoM and drive the problem call to identify the definitive root cause Proactive Incident analysis and Problem ticket creation
• Drive considerable initiative and discernment relative to problem determination/resolution and telephone etiquette
• Work with the ITSM Service Manager to develop and document Incident Management policies, processes, and procedures based on ITIL standard methodologies
• Own ITIL Incident management - analyze and design service management processes, research, and present standard methodologies, and drive for continuous improvements
• Manage weekly and monthly Incident review meetings and provide data metrics to Leadership
• Create accurate and detailed documentation to record resolution activities Promote the Incident Management Process and best practices across the organization
• Development and management of incident response training sessions
• Research, report on and implement new solutions in incident management Work with other internal teams to continually improve processes used to identify re-occurring issues
• Collaborate with Problem/Change Management, application, and customer care team
• Work closely with application support, and operation centre teams to improve monitoring of applications and provide solutions.
• Provide training to multiple teams on P1 incident response and etiquette's to be followed during major incident management.
• Keep a close eye on ongoing changes and the impact they could have on the business.Own the overall incident from its initiation till the detailed root cause is determined

Roles and Responsibilities:

• Performed application checkouts, monitored the application for stability, and handled critical issues.
• Managed six business-critical applications under ISG Performed L1 and L2 activities.
• Delivered the reports and answered queries from customers using Oracle SQL Monitoring of the Autosys jobs, execution, and creation of jobs & reporting.
• If an issue is out of scope, follow up with the Dev Team and provide a timely resolution to the user. Following the escalation procedure for handling user queries and job failures
• Creating change requests [Normal/Expedited] and coordinating it with multiple teams for approvals and execution.
• Performing root cause analysis for escalated issues and handling problem management tickets for repetitive issues