Vinay Gundale

· Configured and customized various ServiceNow modules, including forms, lists, UI policies, workflows,Reports/dashboard and business rules, to meet specific business needs and ITIL best practices.

· Supported Service Catalog development, helping design catalog items and approval workflows.

· Designed and maintained the self-service portal, improving the user experience and increasing user adoption of self-service options.

· Gained exposure to ITOM (IT Operations Management) and CMDB while assisting in asset and configuration management.

· Strong understanding of ITIL v3 Service Management best practices with an emphasis on Incident Management, Problem Management, Change management, Service Level Management, Request Management, Release Management,Incident RCA etc

· Driving a Major Incident and Security Incident to resolution through support engagement.

· Notification to senior leadership of current status and impact through emails/SMS to Technology team and contacting senior leadership to advise of the impact to the business

· Ensure proper escalation procedures are followed and correct support teams are engaged

· Ensured of all project documentation was created and updated, including design, development, deployment documentation and SOP.

· Managing, monitoring and maintaining of Client Harman Infrastructure/Operations and multiple components.

· Experience on scaling, restarting, updating, and roll-backs Pods.

· Experience with infrastructure and service monitoring using Prometheus and Grafana.

· Monitoring, logging, and troubleshooting of containers and the cluster.

· Launching ec2 instances, scaling, creating AMIs, Terminating instances. Attaching EBS volumes. Cloudwatch. AWS CLI

· Experience with infrastructure and service monitoring using Prometheus and Grafana.

· Aware of using the tool Graylog for analyzing logs and issues.

· Remote Handling of Data Centre Servers located at Redlands and Seattle.

· Troubleshooting Hardware, Network and OS related Issue of servers.

· Giving support to applications and websites hosted on ESRI Data Centre.

· Creating ticket for Data Centre related issue according to ITIL Standard and getting it resolved within SLA.

· Coordinating with onsite support engineer for any Hardware related issue.

· Monitoring and Acknowledging any alert or event failed in Dynatrace,Foglight, Nagios and BinaryCanary.

· If required then create the ticket and follow the SLA for resolutions.

· Working on user related request like login problem, domain password reset, providing access, providing logs of applications & Web log report generation.

· Worked on many RFC for any change on Production & Staging Server.

· Also worked as Shift lead in current profile handling shift and creating reports like DMR (Daily Manager Report), Shift handover report and auditing the tickets being worked by Team members.

· Attending daily QA calls from onsite, for discussion of problem tickets.

Microsof Azure , involved in con guring virtual machines , storage accounts , resource groups , Creating and Managing Virtual Networks and Subnets .

Powering on the VMs on-demand with end-user requests. Changing the VM sizes as per requirement with approvals, Monitoring the health status of the Azure VMs .

· Resolved high-priority L2/L3 support tickets for production ETL data pipelines, ensuring adherence to strict SLAs.

· Debugged and fixed daily data ingestion and transformation failures across batch and real-time streaming architectures.

· Analyzed root causes (RCA) for recurrent pipeline bottlenecks, data corruption, or missing partitions, reducing repeat incidents.