Srihari Sharma

• Drive auto remediation across existing and New IT to ensure 35% of all business incidents are handled via auto remediation.
• Ensured that we have a healthy backlog to target for auto remediation on JIRA.
• Collaborated with ASG teams to identify pain areas and re-occurring tasks and auto remediated them.
• Chair the daily scrum call to understand and clear the blockers if any.
• Identify service improvement and auto remediation opportunities by performing trend analysis.
• Monitor the defined SLO and define the approach for MI recovery by coordinating with respective stake holders.
• Write and tweak ansible playbooks to auto remediate ASG alerts and day to day activities.
• Ensure ASG teams effectively use dynatrace and help them set up monitoring alerts , dashboards.
• Responsible for training the new team members .

· Driving a major incident to resolution through support engagement.

· Document key activities and events during the bridges.

· Send out notifications to senior leadership of current status to advise of the impact to business.

- Post incident documentation to assist problem management in root cause analysis

- Creating roster for the entire team and to ensure 24x7 coverage.

- Participate in interview activities

- Ensure team adheres to SOP and set quality standards

- Providing updates and progress reports to senior managers.

- Join daily calls with the clients and provide inputs on new SOP’s and suggestions on day to day activities

• Certified in ITIL V3 foundation.
• Primary role involves Process and Operations Management and managing the shifts and team.
• Planning entire project activities viz.
• Tracking, change management, delivery management & support Mapping clients’ requirements and providing them best solutions involving evaluation and definition of scope of project and finalization of project requirements.
• Experienced in handling critical issues leading to escalations.
• Proven record of executing Transition Projects requiring smooth & seamless migration of business processes.
• Working Knowledge on Service Now / Jira / Remedy / Assyst ticketing system., Driving a major incident to resolution through support engagement.
• Document key activities and events during the bridges.
• Send out notifications to senior leadership of current status to advise of the impact to business.
• Post incident documentation to assist problem management in root cause analysis.
• Managing the Change and Release management process.
• Planning and coordinating deployment across test & production environment.
• Ensuring end to end release management activities like integration testing, user acceptance testing and roll back testing followed by lower environments & production implementation.
• Chairs the Change Advisory Board (CAB) ,ensuring all changes approved in CAB calls.
• Initiate Testing and Validation on Production changes and release.
• Communicate the plan to the Implementers and various teams who coordinates the changes.
• Prepare success criteria reports for change and release deployments.
• Initiate pre-deployment checks like resource availability, ensuring alerts are suppressed.
• Communicate the timely updates from the start of the deployment until it is deployment.
• Providing updates and progress reports to senior managers.

• Client : Canada’s largest food and pharmacy retailer and the nation’s largest retailer Description:.
• Manage day to day operations and ensure sufficient staffing.
• Ensure team adheres to SOP and set quality standards.
• Responsible for all SLA/SLO targets which needs to be achieved by team with quality of service.
• Conduct daily/weekly huddles on relevant process updates and team performance.
• Responsible for quality checking of Incident tickets against a scorecard on a monthly basis.
• Join daily calls with the clients and provide inputs on new SOP’s and suggestions on day to day activities.
• Prepare roster for the team.
• Providing updates and progress reports to senior managers.
• Access check list for onboarding resources to the team.
• Participate in interview activities.
• Co-ordinated with client and internal teams during the service transition of the new setup.
• Worked with technical teams and built/maintained knowledge repository.
• Prepare all project related quality documents and work towards 100% Compliance Change management:.
• Responsible for creating and co-coordinating in implementation of the change requests.
• Review the change tickets before presenting to the CAB meeting for approval.
• Ensures that all preparations have been made for a CAB meeting, including creating of agenda, circulation of change requests to be considered, and inviting of participants.
• Interact with Project managers and Business analyst to understand the scope and impact of the change.
• Ensuring all changes approved in CAB calls.
• Defining the scope of the change management processes, get all the updated implementation and Back-out Plans.

• American global telecommunications company Cognizant Technology Solution, Bangalore Description:.
• Classify the issue (e.g., Severity 1, Severity 2, Severity 3 or Severity 4) based upon impact to the customer.
• Initiate and drive the technical & management bridge calls as per SLA in case of any outages.
• Co-coordinating with teams to resolve major incidents at the earliest possible and help teams in identifying and documenting the RCA of the Incidents.
• Mailbox monitoring for incident creation.
• Monitor splunk dashboards and generate reports.
• Supporting in reassignment of misdirected incidents.
• Maintaining the knowledge basis and reviewing “Standard Operating Procedures”.
• Experience in utilizing Splunk, Dotcom and Xplat, Sevone monitoring tools for investigation and first level resolution.
• Provide training to new members in the team.

• One of the world’s largest automobile manufacturers Description:.
• Handling all alert monitoring tasks.
• Monitoring all Mainframe batch jobs.
• Generate daily reports and provide it to the management.
• Provided L1 support for iseries jobs.
• Co-ordinate with L2 teams and disable monitoring alerts during downtime.
• American multinational investment bank and financial services company Description:.
• Provided Lotus Domino Mail and Application support for internal IBM since,.
• Providing L1 support for all exchange, storage and backup related issues.
• Monitor alarms using Netcool monitoring tool.
• Configuration of mailbox and granting necessary permissions.
• Co-ordinate and follow up with vendor for storage and back up related issues.
• Perform daily health checks for different regions and applications and send a report to the management.
• Use of basic unix commands to check infrastructure related alerts and escalate accordingly.
• Document the actions taken in the ticketing tools and escalate to L2.
• Expertise in using TTTS, Service now and Falcon ticketing tools.
• Creation of user ID’s.