Teja Katakam

Accenture

Hyderabad

06.2021 - Current

Responsible for actively monitoring and reporting production environment issues to technical teams.
Identifying and prioritizing the incident based on the business or consumer impact and the urgency, performing change correlation to identify the root cause of the issue to resolve it promptly, and documenting the history of the problem in a problem record for the PIR (Post Incident Review) to prevent the occurrence of the same incident.
Effective communication with clients and consumers regarding any errors or production outages via email, chat, and phone calls.
Active participation in Major Incident bridge calls, engaging the technical teams and third-party vendors, documenting every troubleshooting step, and sending communication emails on an hourly basis. Coordinate and work with different technical teams to troubleshoot and resolve incidents to ensure a healthy environment and 100% productivity for the client infrastructure.
Administered the telephone line, fielding calls regarding levels for more than 7,000 properties.
Hands-on experience with incident management tools, like ServiceNow.
Tasked with documenting all remediation efforts, progress, and issues during conference bridges for future reference, and additionally delivering enterprise-level incident communications.
Manage consumer traffic using PuTTY and Akamai Console.
Supervised application environment health utilizing various tools such as APM, Dynatrace, Splunk, Dynamic Ticker, Big Panda ….