Sovna Priyadarshi

Cloud Infrastructure Service Management Specialist:

• Part of Incident, Change, Problem and Configuration management team
• Handling severity 1 and 2 incidents for Cloud application & infrastructure.
• Profile includes service improvement and process design
• Collaboration with different vendors for incidents and changes tickets across globe

Major Incident Manager

• Handling P1 & P2 incidents
• Generating daily reports such as Month end impacting incidents(financial), Change reports, Daily critical incident reports (for Stakeholders)
• Handling bridge and preparing communications for related incident
• Working on various incident based on cloud (SAP, Infrastructure, Security)

Change Management

• Coordinate and conduct meetings every week with Change advisory board (CAB), Stakeholders, Tower Managers, IT Infrastructure Managers and Clients to discuss the changes submitted by Change Requester.
• Authority to implement or reject a change submitted by Change requester.
• Ensures that all the activities designed to implement the change are as per the standards. The policies and procedures should be well defined, recognized and reviewed
• Prepare Change Summary Sheet that summarizes all RFCs. This sheet helps the CAB team to understand and evaluate the proposed change
• Make sure all the approval and authorization done immediately in case of emergency changes.
• Ensures all the changes goes smoothly to reduce potential and release impacts to IT services and provides control and detailed records when changes are made.

Problem Management

• Lead Root Cause Analysis investigations to successfully identify root causes of problems that impact the business.
• Identify focal points then lead causal analysis investigations to successfully identify causes of problems that impact the Client Technology Infrastructure Operations and Technology IT estate.
• Track Problem governance metrics and continuously seek to improve the Problem management KPI's (daily/ weekly/ monthly basis) – e.g.: Problems open, closed, Problems with no tasks, Problems ready for closure etc

SLA Management

• Extract the reports from Service Now and calculate all the SLA’s percentage.
• Create and maintain the Dashboard in Excel of all the SLA reports.
• Share all the SLA reports to Service Desk, Delivery manager and clients on daily basis.
• As a service manager need to oversee all the SLA to ensure that business needs are being met.
• Coordinate and conduct meetings every day with Service Desk Manager, Delivery Manager to discuss on SLA which is breaching or about to breach.
• Create Weekly and Monthly reports in PowerPoint for review and analysis the performance of agreed SLA’s.
• Weekly Calibration with TL/Quality/Service Partners for consistency in evaluations.
• Provide floor support, handle escalation calls and update escalation tracker.
• Identify and generate trends/patterns/RCA for common issues and improve them.

Service Asset and Configuration Management

• Keeping the track of all assets and managing assets from different locations
• Define the service levels and organizing the asset portfolio
• Creating a more efficient operation with the ability to track performance
• Measure and monitor lifecycle costs
• Compiles and presents asset management reports to clients
• Supports design, development, and implementation of automated processes for gathering, populating, and maintaining CMDB data.
• Reviews and validates updates to the CMDB and creates exception reports when applicable
• Validates the compliancy of CI changes to CMDB from automated sources with Configuration Management process policy
• Ensuring the Configuration Management process is adhered to across the organization
• Ensuring product quality and timeliness of deliveries
• Able to build and maintain good relationships with users

Incident Manager

• Handled Incident calls and Bridge line troubleshooting for live cases
• Collaborated with Network, Firewall, Windows, SAP, Integration teams to investigate the issue and
• drive towards resolution.
• Handled all P1 and P2 incident tickets related to Access management, Database Management, SAP and Other IT Issues.
• Was responsible in driving Support Teams and Vendor for faster recovery of Operations
• Worked on different tools like Netmapper, ISM Tool, and Contact Database etc to collect more
• information related to network routes or application.
• Work with the support teams on different technologies, migrations, Application outage / network outage and patch installations.

Major Incident Manager

• Provides immediate response and coordination aimed at minimizing the duration of service interruptions.
• Make decisions regarding real-time incident resolution activities and selecting client situations for executive and management escalation updates.
• Make decisions regarding real-time incident resolution activities and selecting client situations for executive and management escalation updates Consults with other teams on proper integration and correlation of incident.
• Ensures effective and rapid response to major incidents.
• Contributes to MIM Continual Service Improvement by providing constructive feedback and innovative ideas on processes, documentation, and creating dashboard to monitor all notifications within target service level agreements.
• Leveraging technology to issue all communications and providing key stakeholder management.
• Initiate, lead and drive the Bridge calls, drive communication in every 30 minutes and ensure uptime of Infrastructure within Service Level Agreement.
• Forming collaborative action plans with specific actions, roles, and deadlines, and ensuring these are completed.
• Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution
• Being accountable for resolving the outage via workaround or permanent fix.
• Ensuring all administration and reports are maintained and up to date, including contacts information, technical diagrams, post major incident reviews.
• Supporting and nurturing process improvements and knowledge base improvements
• Continually maintaining and developing tools and resources to manage major incidents effectively.
• Providing periodic major incident metrics reports.