RAMYA SANKARI KORITALA

Roles & Responsibilities:

• Team Leadership: Lead a team of 15 L1 and L2 support personnel as a Subject Matter Expert (SME), conducting daily scrums, aligning objectives, and facilitating improvement strategies.
• Project Management: Experienced in Agile development and Scrum methodologies. Coordinate with stakeholders,
  technical teams, and IT operations to ensure seamless service delivery.
• Requirements Analysis: Skilled at analyzing and translating business requirements into actionable technical solutions,providing valuable insights to stakeholders.
• Client Engagement: Proven ability to interface directly with customers, understand requirements, and address concerns effectively.
• Service Management: Ensure adherence to Service Level Agreements (SLAs) by implementing efficient procedures and monitoring daily operations closely. Oversee customer communication, handle escalations, and manage incidents
• Major Incident Management: Led the resolution of critical incidents as the primary contact, ensuring rapid restoration of normal operations and minimizing service disruptions.
• Incident Resolution: Collaborated with L1 and L3 support teams to efficiently resolve incidents, maintaining high client satisfaction and minimizing operational impacts.
• Post-Incident Analysis: Conducted thorough post-incident reviews and root cause analysis, developing action plans to prevent recurrence and enhance system stability.
• Incident Management Procedures: Developed and implemented procedures to improve incident response efficiency and ensure compliance with Service
  Level Agreements (SLAs).
• Stakeholder Coordination: Facilitated effective communication between stakeholders, technical teams, and customers during major incidents, ensuring transparency and timely updates.
• Incident Escalation: Managed the escalation process for critical issues, ensuring prompt resolution within SLA timeframes.
• Reporting and Metrics: Created and maintained detailed incident reports and dashboards using ServiceNow, tracking key performance indicators (KPIs) and incident metrics.
• Daily Scrum Leadership: Led daily scrum meetings to review incident status, assess impacts, and prioritize resolution tasks, fostering team collaboration and accountability.

Role and Responsibilities:

⦁ Monitoring the 18 datacenters and resolving the alerts on time using tools Eclipse, monitoring cockpit, account cockpit.
⦁ Troubleshooting issues related to internal component error, application slowness, stroke threads & out of memory.
⦁ Managing the outages efficiently.
⦁ Attending the client calls to resolve the technical issues as well as operations.
⦁ Joining P1/P2/P3 cases troubleshooting & down time activities.
⦁ Isolating the issues and providing updates to the customer and to the board as well.
⦁ Analyzing the L1 server logs to the troubleshoot issues.
⦁ Responsible for handling applications including tickets & service requests.
⦁ Joining the WAR rooms conference with various teams to troubleshoot line issues and find RCA.
⦁ Performing the Database (DB) upgrades (Automation & Manual) and migration.
⦁ Understanding the requirements/Issues of clients & providing the best solution.
⦁ Knowledge on Iflow deployment.
⦁ Dealing with the L2/L3 tickets.
• IT Service Management, Experience on incident management and ServiceNow
• Worked on Jira tickets with all knowledge of creating Jira
• Worked on Service Provider Cockpit to monitor the failures occurred in the Cloud Integration and well experienced in sending Customer Communication Notice. Downtime Notification to Customers and all business partners.
⦁ Perform tasks as business landscape directions (BLD) entry, when it contains all the details (Cluster, customer name, IB, tenant, system role, business type, DB host name, etc..) of the customers.
⦁ Perform tenant cluster configuration, register the cluster on KeyStore in provisioning application.
⦁ Provide landscape such as Trail, Test, Demo, Partner, Vlab, Product as requested by the customer.
⦁ Customer certificate renewal process and keep the customer uploaded in prior about the expiration and guide them on the process.
⦁ We deal with customer incidents through Snow, Analyzing the impact through logs etc.. and testing use cases and provide the best solutions.
⦁ Based on priority assigned by the customer, we process the tickets and maintain the IRT (Initial response time), ORT (On-Going response time), etc.
⦁ In addition we monitor CPI iflows through BTP cockpit and track the healthy status effectively.


CPI Provisioning Engineer:

⦁ SAP CPI tenant provisioning using different tools like BCP, SPC and cloud reporting.
⦁ Deploy artifacts such as KeyStore (All the certificates), known host, Integration flow the communication to take place.
⦁ Administrative activities like creation of users, roles and managing them.
⦁ Report issues to higher level teams in case of expert level service required.
⦁ Provisioning the tenant in SPC and sometimes provisioning the tenant manually by onboarding the tenant in accident, subscription, on-boarding the tenant in cluster.
⦁ Start the tenant & deploy the key store.
⦁ Expert in deploying & maintaining the certificates into the tenants.
⦁ Understanding the requirements/Issues of clients and providing the best solutions.
⦁ According to the customer requirements we stop the customer tenants or extend the license period.
⦁ Maintaining all this information of customers in the wiki’s in the prioritized manner.
⦁ Sending the grace period notifications to the customer about the expiration of license.