Somnath Misra
Bangalore
Summary
8+ years experienced, meticulous & detail-oriented Azure Cloud Specialist possessing, system administration as well as stakeholder management. Adept at leading the major incident handling and leading the multiple line of business. Proficient in the deployment as well as management of cloud-based infrastructure, especially on Microsoft Azure. Maintained CCNA technical knowledge by attending educational workshops and attaining new product certifications.
Overview
10
10
years of professional experience
1
1
Certification
Work History
System Operations Senior Specialist
Wells Fargo EGS India
06.2020 - Current
- Initiates Crisis Protocol for any Incident where the Priority is 1-Critical, and the impact involves a Critical Business Application or Core Infrastructure Service
- Led efforts to restore service in a timely manner for critical business functions, application and infrastructure services as part of a 15 member team, comprised of professionals from several different countries and time zones
- Implemented and executed major incident management processes including invocation, ownership, escalation, communication and restoration of service.
- Used ITIL best practices to support affected business units by managing, directing, coordinating and communicating across multiple technical and non-technical teams which include application, infrastructure, third party suppliers, and business units.
- Established standards and procedures that maximized operation responses to encountered incidents and minimized service availability interruptions; contributed to a cross-functional team to ensure procedure manuals and incident playbooks were current and correct.
- Prepared post incident review documents and attend problem management review meetings to ensure determination of root cause; prepared accurate, appropriate and timely communication to internal and external stakeholders.
- Provided timely feedback to senior management regarding issues affecting quality of service to clients; facilitated teleconference meetings and weekly staff meetings, coordinating with all time zones to ensure timely communication.
Senior System Engineer
Cognizant Technologies Solutions
07.2019 - 04.2020
- Identified software issues and handled troubleshooting to resolve quickly.
- Working on Incident Management Tool ServiceNOW to research, diagnose, troubleshoot and identify solutions to resolve client network issues.
- Manage Major Incident management bridge calls with support teams, on-call support application teams and management.
- Work with process executors globally to ensure defined IT Information Library ITIL standards and processes are followed.
- Worked closely with Network teams and System Administrators to assist with the development and implementation of monitoring tools, troubleshooting documentation, system/application documentation and overall process improvement.
- Initiated escalations to Executive Management, vendors, and/or other groups where appropriate.
- Provided on-going updates to Executive Management on the progress to resolution.
- Interacted with application users to gather specifics on the impact and nature of the situation.
IT Service Desk Analyst
Allscripts
08.2018 - 06.2019
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Managed high levels of call flow and responded to clients technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assist with tracking and reporting on root cause and corrective / preventive action plan completion.
- Participate in an on-call rotation for SRT/Production Incident Restoration.
- Conduct post incident Root Cause Analysis for (Internal) and (External) Production Outages and Internal performance Trends.
Senior Process Executive
Infosys BPM
05.2016 - 06.2018
- Determined change management needs and defined behaviors for effective program management.
- Generated monthly metric reports, interpreted results and developed processes and solutions.
- Leveraged automation tools and techniques to manage data, optimize workflow and increase efficiency.
- Coordinated multi-team process initialization, reducing associated redundancies and dependencies.
- Proficient in handling calls and providing 1st Level Technical Support to end-users.
- Identify, troubleshoot and where possible resolve issues that have been escalated from Customer Support and provide customer support via phone and e-chat.
- Provide thorough support and problem resolution for customers regarding ISP orders and faults.
- Supervised meetings to maintain interdisciplinary communication of process weaknesses and performance.
Associate
Xerox Service Pvt. Ltd India
08.2014 - 09.2015
- Worked varied hours to meet seasonal and business needs.
- Identified customer needs and wants to enhance customer experiences and boost sales.
- Managed customer relations through communication and helpful interactions.
- Greeted customers and offered assistance for increased customer satisfaction.
- Handling US Customers through call and need to maintain in excel sheet.
- Call to insurance for US doctors or hospital money which involved patient or customer care.
- Identify the different participants in the US Health care services.
Education
CCNA (Routing/Switching) Certification Training - Computer Networking
I-medita
Pune, India03.2019
Master of Computer Applications - Computer Engineering
VTU University
Bengaluru, India08.2014
Skills
- Incident Management
- Disaster Recovery
- Network Troubleshooting
- Stakeholder Communication
- Virtualization Technologies
- Application support
- System monitoring
- Service Level Agreements
- Hardware troubleshooting
Certification
- CCNA - Cisco Certified Network Associate
- Azure/Cloud: Azure Administrator (AZ-104), Azure Monitor, Azure Fundamental (AZ-900), Designing and Implementing Microsoft Azure DevOps Solutions (AZ-400).
Timeline
System Operations Senior Specialist
Wells Fargo EGS India
06.2020 - Current
Senior System Engineer
Cognizant Technologies Solutions
07.2019 - 04.2020
IT Service Desk Analyst
Allscripts
08.2018 - 06.2019
Senior Process Executive
Infosys BPM
05.2016 - 06.2018
Associate
Xerox Service Pvt. Ltd India
08.2014 - 09.2015
CCNA (Routing/Switching) Certification Training - Computer Networking
I-medita
Master of Computer Applications - Computer Engineering
VTU University
- CCNA - Cisco Certified Network Associate
- Azure/Cloud: Azure Administrator (AZ-104), Azure Monitor, Azure Fundamental (AZ-900), Designing and Implementing Microsoft Azure DevOps Solutions (AZ-400).
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