Sam Shanth Kumar Thirunagari
IT Service Management Analyst
Hyderabad
Summary
Dedicated and results-driven IT Service Management Analyst with a proven track record of implementing and optimizing ITIL best practices to enhance service delivery efficiency. Adept at overseeing service desk operations, managing incident and problem resolution, and ensuring compliance with SLAs. Excellent collaboration and communication skills facilitate seamless interaction with cross-functional teams to deliver high-quality IT services. Ready to contribute technical expertise and leadership to drive the success of IT service management initiatives.
Overview
7
7
years of professional experience
8
8
years of post-secondary education
Work History
IT Service Management Analyst
IQEQ India Pvt Limited
Hyderabad
09.2023 - 01.2024
- Implemented and maintained IT service management processes, ensuring adherence to ITIL best practices.
- Managed incident, problem, and change management processes to enhance service delivery efficiency.
- Streamlined service request procedures, resulting in 20% reduction in resolution time.
- Demonstrated expertise in ITIL framework, including incident, problem, change, and service request management.
- Conducted regular ITIL process reviews, identifying areas for improvement and implementing enhancements.
- Oversaw daily operations of service desk, ensuring timely resolution of support tickets and customer inquiries.
- Implemented knowledge management system, leading to 15% reduction in recurring incidents.
- Monitored and enforced Service Level Agreements (SLAs), consistently meeting or exceeding performance targets.
- Conducted regular SLA reviews and collaborated with cross-functional teams to address any deviations.
- Initiated and led continuous improvement initiatives to enhance IT service quality.
- Created comprehensive documentation for IT procedures, ensuring user-friendly reference materials.
- Conducted root cause analysis for major incidents, implementing preventive measures to minimize future occurrences.
- Collaborated with technical teams to resolve complex issues, ensuring minimal impact on business operations.
- Facilitated communication between IT teams and end-users to ensure clear understanding of service expectations.
- Collaborated with cross-functional teams to implement integrated solutions and improve overall service delivery.
- Ensured IT service management practices aligned with regulatory requirements and organizational policies.
- Participated in audits and maintained documentation to demonstrate compliance.
Proficient in using IT service management tools (e.g., ServiceDesk Plus, BMC Remedy, Jira) to track and manage incidents, changes, and service requests.
ITIL SPECIALIST - INCIDENTS AND CHANGES
Kyndryl Solutions Pvt Limited
Hyderabad
01.2018 - 08.2023
- Applied Incident and Change management practices to ensure cross functional collaboration for key delivery and completion of new projects with efficiency.
- ITIL V4 Foundation Certified.
- Proficient with BMC Remedy and hands-on Service now tools
- Successful in defining, designing, and implementing Information Management (IM)services that meet business requirements and maintain service level agreements (SLAs) that clearly define service performance metrics, including response time, availability, and reliability.
- Worked with cross-functional teams to continuously improve service quality and customer satisfaction.
- Conduct change impact analyses and prepare mitigation project plans to facilitate successful adoption.
- Identified and managed anticipated resistance.
- Consulted project teams for tech plans and change reviews.
- Managed compliance reporting for client on quarterly basis.
- Monitor post implementation reviews within assigned areas to ensure completeness via problem management.
- Performed Problem Management analysis, RCA's, Known errors analysis, Pre-emptive analysis etc.,
- Provided regular reports on service performance to management and stakeholders.
- Recommended multiple improvements to existing processes and procedures.
- Working with incident management team for any major ongoing issue and taking necessary actions to mitigate issues and raise necessary changes.
- Hosting scrum calls between various technical team and storage for discussion on going issues and challenges and weekly reports.
- Experienced in CISCO IP-SAN Core, Edge switch topologies and its support.
Technical Support Associate
IBM India Pvt Limited
Hyderabad
12.2016 - 12.2017
- Worked with technical L2 and L3 teams on high visibility incidents and driving them to resolution.
- Provided daily updates on going issues and steps taken for mitigation and providing hourly update to user on current status.
- Engaging relevant technical teams for understanding issues and prepare RCA.
- Hosting daily huddle with teams to understand ongoing issues and upcoming changes which might cause outage.
- Assisting BAU operational member on their escalated Incident and Problem tickets.
- Day to day updates on entire incident and making sure no SLA misses.
- Good Experience in working on Active directory for providing user permissions and privileged access for server and application based on requirement.
Education
MBA - Marketing
Osmania University
Hyderabad 09.2019 - 08.2021
B.Tech - Information Technology
Jawaharlal Nehru Technological University
Hyderabad 10.2010 - 06.2014
Intermediate - MPC
Board of Intermediate Education
Hyderabad 05.2008 - 04.2010
Skills
Proficient in Major Incident management and Change Management activities
Timeline
IT Service Management Analyst
IQEQ India Pvt Limited
09.2023 - 01.2024
MBA - Marketing
Osmania University
09.2019 - 08.2021
ITIL SPECIALIST - INCIDENTS AND CHANGES
Kyndryl Solutions Pvt Limited
01.2018 - 08.2023
Technical Support Associate
IBM India Pvt Limited
12.2016 - 12.2017
B.Tech - Information Technology
Jawaharlal Nehru Technological University
10.2010 - 06.2014
Intermediate - MPC
Board of Intermediate Education
05.2008 - 04.2010
Professional Experience
- Corporate Work Experience : 7+ Years
- Currently Working for : IQEQ India Pvt Limited
- Position : IT Service Management Analyst (Major Incident and Problem Management)
Certifications
- Information Technology Infrastructure Library (ITIL) V4 Foundation(Certified by PeopleCert)
- NSO-160 “Netapp Certified Data Administrator” (Certified by PearsonVue)
- AZ-304 "Microsoft Azure Architect Design" (Certified by PearsonVue)
- AZ-104 "Microsoft Azure Data Administrator" (Certified by PearsonVue)
- IBM Agile Explore (Badge Certified)
- Block chain Essentials (Badge Certified)
- Statistics for Big Data (Badge Certified)
- Python for Data Systems (Badge Certified)
- Big Data Foundations (Badge Certified)
Personal Details
- Father's Name : Thirunagari Hemanth Kumar
- DOB : 25-12-1992
- Permanent Address : D No.2-2-215/15/145, JCN Mansion, Plot No.145, St No. 13, Royal Enclave, Machabollaram, Secunderabad -500010, Telangana
- Languages : English, Hindi, Telugu
- Nationality : Indian
- Marital Status : Married
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