SHAILASHRI B UGALAT
BANGALORE
Summary
ITIL Intermediate certified and SIAM Foundation certified, with 12 years of experience, including 9 years of specialized expertise in ITIL disciplines such as Event Management, Monitoring, Incident Management, Change Management, and Operations Leadership.
Certified in Azure Fundamentals (AZ-900) and ITIL Service Operation, with a strong understanding of cloud service models, and operational excellence.
Areas of Strength:
Operational Stability: Ensure all IT operational processes (incident, problem, event, access, etc.) are functioning effectively based on ITIL best practices.
Service Delivery Support: Smooth Transition of new projects
Process Leadership:
- Lead and mature ITIL processes such as Incident, Event and Change Management.
- Proven ability to lead cross-functional teams and drive service excellence in complex IT environments.
- Proven ability to integrate ITSM tools, standardize service delivery, and improve cross-supplier collaboration
Cloud Migration (Azure):
- Supported seamless migration of infrastructure from on-premises to cloud, ensuring critical services remained stable and within SLA thresholds.
- Proactively ensured all devices remained visible and fully operational in the monitoring tool to detect and respond to incidents in real time during migration.
- Acted as a liaison between cross-functional technical teams and incident management, enabling swift coordination and communication for incident prevention and resolution throughout the migration process
Overview
17
17
years of professional experience
1
1
Certification
Work History
Associate Consultant Operations Lead
HCL TECHNOLOGIES
Bangalore
01.2019 - Current
- Oversee the management and execution of daily operations, streamlining processes to ensure optimal efficiency and incident response times.
- Serve as the primary liaison for key stakeholders during Major Incidents, providing timely updates and managing communications to maintain transparency and trust.
- Conduct regular risk assessments and audits to identify potential operational issues and implement corrective measures during OpsHi5 audit and external SOC audit.
- Facilitate training and knowledge-sharing sessions to ensure all team members are equipped with the necessary skills and information.
- Collaborate with cross-functional teams to ensure seamless integration and support during project transitions.
- Weekly monthly ad hoc reports as per requirements.
- Led transition and stabilization efforts for new projects, ensuring effective handover from project teams to operations with a focus on continuous improvement and support.
- Coordinated and implemented Alerts Management strategies utilizing MoogSoft and SolarWinds to enhance monitoring and response capabilities during critical incidents.
- Hosted daily review calls with IT groups to address operational issues and provide regular updates for management oversight.
- Managed first-level escalation processes for Major Incidents, ensuring swift resolution and communication to stakeholders during high-pressure situations.
- Led cross-functional teams through major incidents and root cause analysis with minimal business impact.
- Streamlined event management processes, improving efficiency and compliance.
Senior Analyst - Network Shift Manager
Microland Limited
Bangalore
12.2016 - 06.2017
- Driving the conference calls during Major Incidents and provide written/verbal communications to the Customer regarding incident status.
- Prioritize and Categorize incidents based upon impact to the users and SLA guidelines.
- Prepare Long Pending Incident (LPI) report and coordinate with the Incident owner towards closure of the same.
- Perform Post-Resolution Review to ensure that all services are functioning properly and all incident documentation is complete.
- Develop comprehensive reports on incident management performance to present to senior leadership.
- Oversee compliance with SLA objectives and ensure continuous improvement in operational efficiency.
- Analyze network traffic patterns to identify potential bottlenecks and areas for improvement, thereby enhancing overall network performance.
- Implement strategies for proactive incident management, leveraging data analysis to predict and mitigate issues before they impact services.
- Collaborate with IT teams to optimize network change management processes, ensuring smooth implementation of upgrades and modifications.
- Establish a framework for incident escalation, ensuring timely action and resolution in alignment with business continuity plans.
- Create a comprehensive knowledge repository for incident management best practices, enabling quicker onboarding and operational consistency across shifts.
Specialist Major Incident Management
HCL TECHNOLOGIES
Bangalore
03.2015 - 09.2015
- Driving the Priority calls during crisis, timely communication to all stakeholders, ensuring issue is resolved within the agreed SLA.
- Constantly monitoring the open tickets and follow up with the respective support groups to determine the ideal resolution strategy.
- Incident Analysis for Internal OpsHi5 & External SOC audit, driving daily operations call to keep a track on aging tickets.
- Driving the daily operations call to keep track of the aging tickets and requests.
- Preparing Daily/Weekly/Monthly incident reports to senior management.
- Scheduling and chairing problem management meetings with various teams to gather root cause details for the high impact incidents.
- Creating and assigning Problem Management tasks to respective owners and tracking the same till the tasks are closed.
- Updating the Asset information in SNOW tool with all the related details and keeping the Inventory up to date with the server details (Newly added servers and decommissioned servers).
- Develop and maintain incident management dashboards to analyze real-time data regarding Major Incidents, aiding in strategic decision-making and resource allocation.
- Collaborate with IT teams to implement automation solutions that optimize the Major Incident Management process, reducing response times and minimizing service impact.
- Utilize metrics and KPIs to evaluate Major Incident response performance, driving continuous improvement initiatives.
- Establish a Post-Incident Review (PIR) framework for systematic evaluation of Major Incidents, identifying key learnings and areas for process improvements.
- Analyze post-incident trends to identify recurring issues and develop proactive measures to mitigate risks associated with Major Incidents.
Service Delivery Consultant, ITIL Change Coordinator
Hewlett Packard
Bangalore
03.2011 - 10.2011
- Review RFC for completeness.
- Circulating CAB Pending approval report to CAB members, presenting list of changes submitted for review, sharing MOM for the cab call.
- Define and implement the change management process in accordance with Customer requirement.
- End to end ownership of change management process.
- Participate in customer CAB and TAB meeting.
- Accountable for overall process efficiency and effectiveness.
- Participate in operational, account review meetings.
- Conduct change management training for the capabilities.
- Prepare and share various contractual and ad-hoc reports.
Senior Analyst Event Management and Infrastructure Monitoring
HCL Comnet
Bangalore
08.2009 - 03.2011
- Event Management and Infrastructure Monitoring using Monitoring Tools. Identify critical alerts, first level validation of alerts, create ticket using Remedy and assign it to the right resolver group. Assist Incident Management during bridge calls.
- Using Monitoring Tools. Identify critical alerts, first level validation of alerts, create ticket using Remedy and assign it to the right resolver group.
- Assist Incident Management during bridge calls.
- Monitoring of Server Alerts via Monitoring Tools like HP OVO, SMARTS and WhatsUP Gold.
- Responsible for owning alerts and attempting to resolve them or assigning the alerts to the appropriate party.
- First Level validation of Alerts, Annotation and Creation of Incidents if required.
- Creation of Service Disruption Notifications (SDN) for any Outages.
- Ensure that incident status is communicated in a timely and structured manner to key partners in the technology community including senior management and Senior Technology executives.
- Take overall control and ownership for all Incidents and ensure that all subordinate responsibilities are assigned and monitored.
- Ensure that all Major Incident Management Service Centre workflow queues are properly managed; i.e. incident tickets updated, assigned, linked or closed, problem tickets created or updated using Remedy Tool.
- SPOC for entire DCO, Interface between the Regional Operational Manager at onsite and DCO Team (DCO Monitoring, DCO Windows, DCO Networks, Storage, Unix, SQL, Maintaining and updating Team Reports.
Escalation Officer
Convergys India Pvt Ltd
Bangalore
06.2008 - 07.2009
- Receive escalated, technically complex customer issues, and maintain ownership of issue until resolved completely.
- Solve highly complex level of escalated problems, involving MSN Installation, Connectivity, Sign in and Email issues.
- Attend triage meetings to share knowledge with other engineers and develop customer solutions efficiently.
Technical Support Officer
Convergys India Pvt Ltd
Bangalore
01.2008 - 05.2008
- Microsoft Office and Outlook Support.
- Microsoft Office Installation, Office Setup, Office Validation and Office Activation Issues.
- Microsoft Outlook Setup, Password and Authentication Issues etc.
- Active Sync: Synchronize PocketPC with Outlook i.e. Calendars, Contacts and Tasks to be synchronized to the PocketPC.
- Performed installation and upgrade of Microsoft applications.
- Specialized in Outlook and Outlook Express configuration of POP3 accounts, troubleshooting Contacts and Calendar Issues, Outlook Profiles Creation, Archiving Emails and Calendar Items and resolving Active Sync Issues.
Education
Bachelor of Engineering -
SJCE
MysoreSkills
- Critical Incident Management (CIM) / Major Incident Management (MIM)
- ITIL Change Management
- IT Operations Lead
- Data Center Operations Monitoring
- Service Integration and Management (SIAM)
- Cloud Migration (Azure)
Certification
- ITIL Intermediate Service Operations
- Microsoft Azure Fundamentals Certification (AZ-900)
- ITIL V3 Foundation
Timeline
Associate Consultant Operations Lead
HCL TECHNOLOGIES
01.2019 - Current
Senior Analyst - Network Shift Manager
Microland Limited
12.2016 - 06.2017
Specialist Major Incident Management
HCL TECHNOLOGIES
03.2015 - 09.2015
Service Delivery Consultant, ITIL Change Coordinator
Hewlett Packard
03.2011 - 10.2011
Senior Analyst Event Management and Infrastructure Monitoring
HCL Comnet
08.2009 - 03.2011
Escalation Officer
Convergys India Pvt Ltd
06.2008 - 07.2009
Technical Support Officer
Convergys India Pvt Ltd
01.2008 - 05.2008
Bachelor of Engineering -
SJCE
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