VINITHA DORASALA
Chennai
Summary
Experienced and detail-oriented major incident manager with over 7+ years of IT experience in the customer service environment. Adept in quickly resolving customer issues, developing and implementing new procedures and processes, and working collaboratively in a team-based environment. Proven track record of providing superior customer service while leading a team of service desk professionals. A skilled problem-solver with a commitment to excellence in customer service.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Principal Infrastructure Engineer
Mphasis
12.2024 - Current
- Experience in Incident management, event management, Knowledge management, Risk management, Change management, Release management, Service Desk management, and IT Service Management.
- Manage end-to-end operations that align with the ITIL guidelines while adhering to the organization's requirements.
- Establishes policy, Procedures and standards to ensure consistent, high-quality delivery of IT service management.
- Promote and support the deployment of IT service management processes to all groups interacting with Problem management, Change management and incident management. Act as a point of contact, and serve as the primary escalation point. Providing updates to stakeholders and management.
- Ensure timely and effective resolution of escalated incidents, maintaining high levels of customer satisfaction.
- Adhere to the service level agreements (SLAs) and key performance indicators (KPIs).
- Implement strategies to minimize the impact of service disruptions, and conduct root cause analysis to prevent recurrence.
Conduct regular internal audits, and recommend improvements. - Maintain records of incidents, actions taken, and outcomes for future reference and reporting.
- Analyze the trends, and develop strategies. Guide and train the team, fostering a culture of continuous improvement, and service improvement plan.
- Conduct post-implementation review meetings to ensure everything is up and running.
- Submit required access requests for the team members, get approval, and follow up accordingly.
- Attend or drive the weekly or monthly meetings, participate in Scrum or sprint meetings, and conduct daily stand-up meetings.
- Responsible for creating weekly reports to be delivered to the customers and management.
- Use the Kanban board to track the tasks that are in progress, complete, and to do on a daily basis.
- Create and monitor dashboards in SNOW and monitoring tools, and generate reports to keep track of response and resolution SLAs, as well as weekly and monthly reports.
- Prepare the roster and schedule on-call resources list of support teams.
- Set goals, expectations and assign tasks to the team members.
- Coordinate with the configuration management database team (CMDB), and discuss with the product owner, app, and support team to onboard applications successfully.
- Tools known: ServiceNow, AD ManagerPlus, Okta, StatusPage, PagerDuty, Box, vSphere, Keepass, Filezilla, Confluence, Jira, Power BI, SharePoint, Salesforce.
- Monitoring and logging: SolarWinds, LogicMonitor, DataDog, Splunk, Dynatrace.
Service IT Analyst
Tata Consultancy and Services
Chennai
08.2022 - Current
- Oversee the incident management process from identification to resolution.
- Ensure incidents are logged, categorized, prioritized, and assigned to the appropriate teams.
- Monitor incident trends, and identify areas for improvement.
- Serve as the primary point of contact for incident updates and status reports.
- Communicate effectively with stakeholders, including management, technical teams, and business users.
- Conduct root cause analysis for major incidents, and identify corrective actions.
- Facilitate post-incident reviews, and ensure documentation of lessons learned.
- Develop and implement incident management policies and procedures.
- Collaborate with teams to streamline processes and enhance service delivery.
- Track and report on key performance indicators (KPIs) related to incident management.
- Prepare regular reports for management review.
- Hands-on experience in Nagios, Splunk, Accelya, MIR3, Observium, vSphere, and AppDynamics.
Senior System Engineer
iOPEX Technologies
Chennai
10.2017 - 08.2022
- Plan, coordinate and control the restoration of Critical/Major incidents
- Act as the central communication point for major incidents -Priority 1 and Priority 2 issues
- Daily, weekly, and monthly health checks on incidents logged to find the deviations and analyse the reasons if any
- Audit incident tickets frequently to ensure incident management processes are followed
- Conduct periodic brainstorming sessions with technical teams about the process
- Manage the incident ageing and SLA
- Continuous service improvements of the process and ITSM incident module
- Share Daily, weekly, and monthly reporting
- Send bulk notifications during major outages, upgrades and maintenance
- Work with Knowledge, Problem and Release management teams
Education
B.E - ECE
Panimalar Engineering College
06.2017
12th -
C.S.I Bain Higher Secondary School
06.2013
10th -
C.S.I Bain Higher Secondary School
06.2011
Skills
- Service Desk Management
- IT Support
- Troubleshooting
- Client Relations
- System Administration
- Problem Solving
- Customer Service
- Network Infrastructure
- Process & Procedure Development
- Team Leadership
- Communication with Stakeholders
- Knowledge in Networking and Cloud
Certification
- AWS Certified Solutions Architect - Associate
- ITIL V4 foundation Certified
Accomplishments
- Won Gold Club Award for achieving and maintaining the highest standards of Performance.
- Won iEXCELClub Award for recognition and appreciation of distinguished Performance.
- Won Contextual Masters Award for publishing a story which was proposed to the client.
Declaration
I do hereby declare that the above information is true to the best of my knowledge.
Timeline
Principal Infrastructure Engineer
Mphasis
12.2024 - Current
Service IT Analyst
Tata Consultancy and Services
08.2022 - Current
Senior System Engineer
iOPEX Technologies
10.2017 - 08.2022
B.E - ECE
Panimalar Engineering College
12th -
C.S.I Bain Higher Secondary School
10th -
C.S.I Bain Higher Secondary School
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