Syamala Yerramalli
Guntur
Summary
With over four years of experience in Incident Management and Technical Monitoring, I am skilled in managing unplanned interruptions aiming to restore services back to normal operation and improving customer support strategies with satisfaction within the agreed service level agreements (SLAs).
Overview
4
4
years of professional experience
1
1
Certification
Work History
Analyst 1 Infrastructure Services
DXC
Chennai
06.2021 - Current
- Maintaining awareness of all critical incidents to the respective account teams.
- Managing and engaging required team resources effectively to resolve the major issues.
- Accountable for performance standards within the incident management team.
- Acting as the escalation point for any issues relating to the area of the Incident Management Team.
- Provide internal clients with value-added technical insights in areas of functional expertise.
- Prioritization and assignment of all incidents, service requests, changes, and problems assigned to the team’s ServiceNow queue.
- Managing high-severity issues, initiating the platform for resolution, making the required teams work on the issue, making notes of the resolution steps, following up to resolve the issue, and communicating the latest updates on the issue to appropriate parties.
- Monitoring the critical servers, detecting the problems, reporting the issues, and assigning them to problem management teams.
- Monitoring the tools like SMARTS, Dynatrace, Nagios, and SCOM consoles to surveil the health checks of the servers, and ServiceNow for incident creation.
- Ensuring all the SLA targets are met by all the LSAs.
- Lead day-to-day operational activities of the Incident Management Team.
Education
Bachelor of Science - Electrical, Electronics And Communications Engineering
KKR & KSR INSTITUTE OF TECHNOLOGY & SCIENCES
Guntur 07-2021
Skills
- Incident management
- ServiceNow
- Technical server monitoring
- Problem management
- SLA management
- Root cause analysis
- Active listening
- Written communication
- Team collaboration
Languages
Telugu
First Language
English
Proficient (C2)
C2
Certification
- AWS Certified Cloud Practitioner CLF-CO2
- AWS Certified Solutions Architect - Associate SAA-C03
Timeline
Analyst 1 Infrastructure Services
DXC
06.2021 - Current
Bachelor of Science - Electrical, Electronics And Communications Engineering
KKR & KSR INSTITUTE OF TECHNOLOGY & SCIENCES
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