RAJESH KUMAR S
Vellore
Summary
Cloud operations and IT service management expert with over 9 years of experience in IOC, Incident Management, and AWS cloud operations. Proven track record in managing critical P1 incidents and leading major incident resolution efforts while applying ITIL v4 methodologies. Expertise in monitoring cloud infrastructure with AWS CloudWatch, Datadog, and Dynatrace, alongside supporting DevOps pipelines and Terraform deployments. Certified in ITIL v4 with a strong background in coordinating change implementations and optimizing ITSM workflows using Jira, Confluence, and ServiceNow.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Major Incident Manager/Problem Manager,Cloud Infra
NTT DATA
Bangalore
02.2022 - 09.2023
- Managed high-severity (P1) incidents for critical AWS-hosted applications during transition to AWS Cloud/DevOps ecosystem.
- Led major incident bridge calls via MS Teams, ensuring timely resolutions and stakeholder updates.
- Monitored infrastructure and application metrics using AWS CloudWatch, Datadog, and Dynatrace to triage issues.
- Adhered to ITIL v4 processes for incident management; documented all activities in Jira and Confluence.
- Conducted problem analysis with Fishbone diagrams and 5 Whys to identify root causes and minimize recurrence.
- Supported cloud change and deployment processes through CI/CD pipelines using GitHub and Jenkins.
- Maintained infrastructure data in ServiceNow CMDB, collaborating with Cloud Ops for validation of relationships.
- Utilized Kanban methodology for tracking cloud incidents, enhancing workflow efficiency and transparency.
Product Advisor – AWS Cloud (Internal Job Posting)
IQVIA
Bangalore
12.2019 - 12.2021
- Transitioned from Incident & Problem Management to support cloud operations; leveraged ITIL practices for managing critical cloud incidents and driving root cause analysis.
- Created and maintained Terraform scripts and Jenkins pipelines for infrastructure provisioning as per DevOps runbooks.
- Managed incident and problem tickets via Jira and Confluence; collaborated with ITSM teams for RCA and resolution.
- Automated backups, monitoring alerts, and resource tagging using CloudWatch, SNS, and Datadog integrations.
- Led on-prem to AWS cloud migration projects using DMS and Storage Gateway; ensured zero downtime cutovers.
- Developed SOPs, knowledge articles, and CMDB inputs to support Agile cloud operations and security practices.
- Integrated GitHub version control with CI/CD pipelines; contributed to reusable infrastructure modules.
Senior System Engineer / Lead – IOC
IQVIA
Bangalore
06.2016 - 12.2019
- Led 24x7 Infra Ops team, managing P1 and P2 incidents across servers, databases, networks, and storage.
- Facilitated major incident bridge calls via MS Teams to ensure timely resolution and coordination.
- Documented recurring issues in ServiceNow, driving root cause analysis meetings and preventive measures.
- Administered ServiceNow CMDB and Discovery for infrastructure mapping and impact assessments.
- Utilized SolarWinds and Zabbix for monitoring, alert triage, and proactive issue resolution.
- Ensured SLA compliance by overseeing ticket lifecycle, escalation processes, and communication flow.
- Implemented ITIL v4 best practices across incident, problem, and change management workflows.
NOC Support Engineer
Wipro Infotech
Bangalore
12.2015 - 06.2016
- Monitored infrastructure using SolarWinds and handled L1 diagnostics.
- Escalated incidents via ServiceNow and supported bridge calls.
- Monitored network performance and identified issues for timely resolution.
- Collaborated with cross-functional teams to troubleshoot technical problems effectively.
- Provided technical support to users for network-related inquiries and issues.
Desktop Support Engineer
Spectrum Exploring Technology
Bangalore
06.2014 - 10.2015
- Delivered user and system support, including remote troubleshooting and device configuration.
- Provided technical support for desktop hardware and software issues.
- Managed user accounts and permissions in Active Directory environment.
Education
M.Tech - Mechatronics Engineering
Vel Tech
Chennai01-2014
B.Tech - Mechatronics Engineering
SRM University
Chennai01-2012
Higher Secondary -
Vetri Vikas Matriculation HSS
Salem01-2008
Matriculation -
SDA Higher Secondary School
Vellore01-2006
Skills
- Incident and problem management (ITIL v4)
- AWS monitoring tools
- Observability solutions
- P1/P2 incident handling
- Root cause analysis techniques
- DevOps tools proficiency
- ITSM platforms
- Agile and Kanban methodologies
- SOPs and knowledge management
- Shift leadership and engagement
- Change and release management
- Linux and AWS infrastructure knowledge
- AWS services expertise
- Infrastructure monitoring practices
- Change management processes
Locations
- Bangalore, Chennai, Remote
Certification
- AWS Certified Solutions Architect – Associate
- ITIL v3 Foundation Certified and ITIL v4
- CCNA – Routing and Switching (Cisco ID: CSCO12854818)
09/2023 – Present | Career Transition & Technical Upskilling
I took time off to support my father's business, then focused on returning to work. I am currently preparing for ITIL 4 Intermediate (CDS) while upskilling in DevOps, Prometheus/Grafana, and Azure and GCP fundamentals to enhance service delivery, cloud monitoring, and proactive incident response aligned with ITSM and SRE practices
Timeline
Major Incident Manager/Problem Manager,Cloud Infra
NTT DATA
02.2022 - 09.2023
Product Advisor – AWS Cloud (Internal Job Posting)
IQVIA
12.2019 - 12.2021
Senior System Engineer / Lead – IOC
IQVIA
06.2016 - 12.2019
NOC Support Engineer
Wipro Infotech
12.2015 - 06.2016
Desktop Support Engineer
Spectrum Exploring Technology
06.2014 - 10.2015
M.Tech - Mechatronics Engineering
Vel Tech
B.Tech - Mechatronics Engineering
SRM University
Higher Secondary -
Vetri Vikas Matriculation HSS
Matriculation -
SDA Higher Secondary School
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