SUMA SRINIVASA
Summary
To develop a career in a leading organization that requires a hardworking, responsible, dynamic, and innovative professional, that would allow me to best utilize my skills, allowing me to be exposed to cutting-edge technologies in the field of service management.
Overview
13
13
years of professional experience
Work History
IT Change Analyst
VMware (Client) - Allegis Services India PVT LTD
07.2020 - 08.2022
- Coordinates, convenes, and facilitates Change Advisory Boards and Emergency Change Advisory Boards (CABs and ECABs) containing both technical team and stakeholders
- Reviews completeness and quality of change information entered into the change management system and works with change raisers to correct deficiencies
- Post Implementation Reviews and follow-up on non-compliant change as well as change that occurred outside the defined processes
- Works with all parties to resolve change-related scheduling conflicts according to established practices
- Assist in the coordination and control efforts of extremely large and complex global projects and initiatives
- Employ multiple channels to effectively communicate change to the organization
- Demonstrate an overall understanding and knowledge of the supported applications and production environment
- Considerable knowledge of change and release management principles, procedures, and techniques
- Considerable knowledge of standards and best practices relevant to the information technology industry e.g., ITIL
- Ability to apply analysis and creative thinking when solving problems and conflict
- Ability to provide acute attention to detail, to communicate effectively to all levels within the organization, and decision-making ability within specified parameters
- Involved in internal auditing of the closed changes to ensure we are compliant and adhering to the process.
Incident Co-Ordinator
Unisys India Pvt Ltd.
06.2010 - 02.2014
- As part of the Incident Management team ensure to resolve the issue as quickly as possible with minimal or no business impact
- Responsible for RCA capture, Bridge/Queue Management, and Effective Incident Management
- Worked on the tools like Service Center and BMC ITSM for ticketing systems
- We use the ITIL process to implement changes and provide problem resolution for the issues raised by the client and provide them the necessary results
- Part of the Incident management team, which addresses all high-severity tickets and crisis tickets
- Responsible for managing the successful resolution of Incidents within defined Service Level Agreements
- This includes the escalation, communication, and management of all Incidents through to the resolution Ensuring key stakeholders throughout the enterprise understand their accountabilities and responsibilities related to the Incident management process Jointly defining with the business, the key criteria for determining severity levels, escalation thresholds, and escalation procedures to communicate contacts Marshall the appropriate resources to resolve all incidents in the environment including any support teams within operations and escalating incidents to the Incident manager for recovery & resolution or joint troubleshooting activities, with the main goal being service resumption within established recovery thresholds
- Provide approval for server reboot and approval of ECR
- SLA monitoring and maintenance across all Global Delivery Teams
- Preparing documents and implementation procedures for the transition of any new projects for the Incident Management Team
- Supervising post-incident review with root-cause analysis for all incidents, and documenting technical, procedural, and skill-based findings
- Have a working knowledge of Peregrine Service Centre, Business Objects, BMC ITSM7.1 & 7.6 & Remedy 6.3 Transition support; to transfer the incident management process from onshore to offshore
- Included implementation of best practices, document creation, training content creation, and training
- Creating weekly and monthly Metrics and making presentations for the client regularly
- Also coordinating with PM & CM team for their tasks.
Customer Support Representative
Accenture-India
09.2009 - 06.2010
- Dealing with customer issues and churning out an easy-to-follow solution
- Handling customer concerns and complaints in a timely manner
- Establishing a positive rapport with all clients
- Interacting with customers to ensure they have a desirable and shareable experience
- Processing client calls and emails
- Experience of working on various tools such as Citrix, One View
- Preparing the daily productivity report.
Technical Support Representative
Microland
06.2009 - 09.2009
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Properly escalate unresolved issues to appropriate internal teams
- (e.g
- Software developers) Provide prompt and accurate feedback to customers.
Senior Incident Manager
BETSOL
08.2022
- Responsible and accountable for Coordinating and supervising high-severity incidents to ensure service availability with minimal delay and impact for smooth operations of an infrastructure environment
- Making sure that all Critical and Major Incidents are addressed within SLA response time
- Chair Bridge calls for effective coordination of incident resolution/service restoration
- Responsible for sending Incident notifications as per the agreed process
- Continuously follow up with support teams for relevant updates, track against SLA, and drive to resolution
- Communicate with Business and Clients, a focal point of contact/interface during the occurrence of an issue
- Track team progress on High-priority and major Incidents and provide daily status updates on outages impacting the business
- Follow up on escalations and issues with the Clients and the Vendor
- Responsible and accountable for all the client escalation process document updates in Jira Confluence
- Responsible and accountable for all the client Initial/Update/Resolution escalation email template creation and updates in Jira Confluence for a quicker escalation process
- Hands-on experience with BMC Remedy, Service Now, and Jira
- Handling Problem management tasks, and preparing RCA.
Education
MSC - Information technology
KSOU University- Mysore
01.2008
BSC - Computer Science
SJRC Bangalore
01.2001
Skills
- Operating Systems
- Management Tools
- Ticketing Tools
- Project Management Tool
- Remote Assistance Tools
- Email tracking Tool
Careerbreak
2014, 2020, I had taken a career break, as my family relocated to Riyadh (Saudi Arabia) for four years, where my daughter was also born, and later to Nairobi (Kenya) for another 2 years. This break also gave me ample time to enjoy my motherhood and a very good expatriate and travel experience.
Noteworthycontributions
- Consistently achieving best performer appreciation from clients and management
- Award winner of Quarter yearly R&R for 2011, 2012 & 2013 in Unisys
- Outstanding Performer Award winner for 2021, awarded by VMware
- Spot Award winner for 2022, awarded by Betsol
Professionaltrainingattended
- ITIL Foundation Certified and Intermediate in Service-Operations
- Training from Microland on Networking products
Timeline
Senior Incident Manager
BETSOL
08.2022
IT Change Analyst
VMware (Client) - Allegis Services India PVT LTD
07.2020 - 08.2022
Incident Co-Ordinator
Unisys India Pvt Ltd.
06.2010 - 02.2014
Customer Support Representative
Accenture-India
09.2009 - 06.2010
Technical Support Representative
Microland
06.2009 - 09.2009
MSC - Information technology
KSOU University- Mysore
BSC - Computer Science
SJRC Bangalore
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