Sony Shaik
Benguluru
Summary
Results-driven Service Operations Specialist with over 7 years of experience in IT service management, specializing in optimizing service protocols and resource management. Proven track record of identifying and implementing improvements in incident, problem, and change management processes. Skilled in capacity and vulnerability management to enhance security measures and operational efficiency. Committed to leveraging expertise to drive continuous improvement in service delivery.
Overview
13
13
years of professional experience
1
1
Certification
Work History
IT Operations Specialist
CBA Services Private Limited
Bengaluru
01.2022 - Current
- Incident, Problem and Change Management: Taking ownership of P1 P2 incidents from assessment until closure with Problem records and to work closely with Service Delivery Managers to proactively monitor SLA performance and report on them accurately the ticketing tool.
Governed the end-to-end problem management process, facilitating reviews, driving corrective actions to closure, and overseeing high-priority change requests to ensure minimal operational disruption. - Capacity and Availability Management: Conducted availability and capacity assessments, optimized server health.
Monitoring systems to predict demand, and maintaining infrastructure documentation within the CMDB for accurate reporting. - Service and Asset Management: Streamlined Service Level Management by optimizing SOPs and SMPs, ensured vendor SLAs and OLAs were met, and collaborated with procurement teams for timely asset upgrades and replacements, ensuring compliance with IT continuity protocols.
- End Of Support/Life: Conducted software and hardware inventory reviews using ServiceNow, identifying systems approaching the end of life or support. Implementing risk mitigation plans for effective risk management.
- Penetration Testing: Conducted IT service penetration testing to look for low, medium, and high-rated findings. In order to find Solutions and close-out meetings.
- Data Back-up and Restoration: Carried out yearly data backup and restoration tasks to ensure that the servers could recover the data in the event of a disaster or data loss.
- Vulnerability and Risk Management: Identified IT infrastructure vulnerabilities using tools like Qualys, Nessus, and Rapid7, governed remediation processes based on risk severity, and played a key role in proactive risk mitigation through audits and service control assessments.
Software Engineer
HCL Technologies Limited
Chennai
08.2019 - 01.2022
- Process Improvement Initiatives: Actively participated in service improvement initiatives, resulting in increased efficiency within the change management and incident management processes.
- Project Ownership: Played a key role as the main resource for multiple projects, delivering quality solutions on time and receiving commendations for exceptional performance.
- User Access Management: Successfully migrated over 3,000 user accounts to SailPoint, optimizing user access management and improving security protocols.
- Documentation and Compliance: Ensured accurate documentation of service management practices, achieving compliance, and facilitating audits with zero non-conformities.
Subject Matter Expert
Water Today Pvt LTD
Chennai
12.2011 - 12.2013
- Delivered top-notch service, contributing to a notable rise in client satisfaction scores.
- Contributed to the improvement of customer service protocols through innovative problem-solving.
- Standardized operational excellence by conducting thorough training for recruits.
Education
Bachelor of Commerce -
Sri Venkateswara University
Tirupati01.2010
Skills
- IT Operations Management
- Incident Management
- Problem Management
- Change Management
- Knowledge Management
- ITSCM
- Control Self-Assessment
- Configuration Management
- End of Support/Life
- User Access Review
- Stakeholder Management
- Capacity and Availability Management
- Audit Compliance
- Process Improvements
- Service Level Management
- Asset Management
- Risk Management
- Identity and Access Management
- Automation
Awards
- Received Best Performance awards 3 Times in HCL Technologies
- Best Performance rewarded in Commonwealth Bank of Australia
Affiliations
IT Service Management Tools: BMC Remedy, Service Now, Jira
Data Visualization and Reporting: Tableau, Service Now and MS-excel
Collaboration: Confluence, Share-Point and Jira
Accomplishments
- Received Best Performance awards 3 Times in HCL Technologies.
- Awarded best Performance in Common wealth Bank of Australia (India Services)
Certification
- ITIL V4 foundation certified
Languages
English
First Language
Hindi
Proficient (C2)
C2
Telugu
Proficient (C2)
C2
Tamil
Intermediate (B1)
B1
Timeline
IT Operations Specialist
CBA Services Private Limited
01.2022 - Current
Software Engineer
HCL Technologies Limited
08.2019 - 01.2022
Subject Matter Expert
Water Today Pvt LTD
12.2011 - 12.2013
Bachelor of Commerce -
Sri Venkateswara University
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