Sumanth.

E-Mail:
[email protected]
Ph # : +91 9164680863

CAREER OBJECTIVE

Looking for an opportunity to utilize my abilities effectively also with

continuous learning to enhance my skills in a result oriented and knowledge
driven Organization intern adding value to Organization and personal growth.

PROFESSIONAL SUMMARY

4+ years of Experience in areas of ASM [In-life support, maintenance]

& ITSM processes
Extensively involved and well versed with ITIL support process
Involved in roles of determining causes for impact and work for
resolution
Highly knowledgeable and possess strong command on Problem,
Incident, Change, service management processes
Having good skill in analyzing and Troubleshooting complex issues
Detect problem, perform problem diagnostics and analyze on issues
Handling incident records, provide proper updates and resolutions
Reporting on frequent Incidents, Preventive incident tickets and
circulating the report to stake holders as a practice
Continuous documentation of issues,resolutions,learnings on an issue
register
Frequent and continuous updates on issue registry and made registry
available
to all concern teams
Suggest service improvements & best practices with learning
Possess strong analytical, problem solving and decision making skills
 Handling Major incident management and service impacting issues
smoothly and effectively
Organizing and co-coordinating with all interfacing and problem
resolution groups
Providing timely technical support to troubleshoot live issues.
Continuous communication to all stake holders, impacting groups
during major and service impacting issues
Defined and maintaining standard communication template to use in
all stake holder communication
Expertise in Root Cause Analysis in major and service impacting
incidents
Documentation & Maintaining known Error Data Base [KEDB]
Worked on various CRM tools and hands on expertise on Bridge
Clarify,HPSM,
Service Now
Well knowledgeable and hands on expertise Change management
process
Involved in CAB,CAM communication meetings and change review calls
Working and coordinating with teams to approve and implementation
of changes
Strive to meet SLA to achieve RFT measures without miss
Taking ownership of problem,resolution,RCA and knowledge Database
Other Technical expertise includes MS Office [Excel,Word,Power point
etc]

CETIFICATION

ITIL V3 foundation certified.

EDUCATION SUMMARY

B.Tech in Computer Science Engineering from Medak College of

Engineering Technology, JNTU.

EXPERIENCE SUMMARY
Worked as Data Specialist at IBM India Pvt Ltd from October 2014 to July
2016.

Worked as Service Desk Engineer at Team Inn from July 2012 to

September 2014

Applied knowledge on Unix/I series/AIX

Technology OS/Windows
ITIL Knowledge Good understanding on ITIL principles.
Infrastructure knowledge Idea on production IT Environment and IT
Operation
Knowledge in IP& C In-depth knowledge in Incident
Management, Problem Management
and Change Management.

PROJECT SUMMARY

Organization : IBM India Private Ltd., Bangalore

Duration : November 2014 to July 2016
Designation : Data Specialist
Client : AT & T

Responsibilities:

Responsible for overall compliance (Health Check management, Patch

management, Issue management, RISK management, Security
Technical Testing and TCP/IP vulnerability scan management) of
applications and the infrastructure they are hosted on iSeries.
Ensure all the Tickets are closed within the Response and Resolution
SLAs agreed
Track all the Tickets in the Queue closely and ensure timely and right
update of the Ticket status
Collaborate with multiple support groups to achieve the resolution as
soon as possible.
Focus on minimizing the business impact in parallel while working for
the resolution
 Ensure Process adherence is achieved and there are no compliance
issues
Monitor and report on process performance to the Customer and Senior
Management.
Maintain effective communication with all key stakeholders Senior
Management, Customers, Users, and Technical staff.
Good Knowledge on Commercial Customer security policy exception
and WWTS
Focal points of audit perspective such as SOX, BCR, KCO, PWC
Good Knowledge on Managing Patch management APAR CIRATS and
Creating and managing Non Compliance.
Expertise in CSD 1.2/ GSD 441 and HIPPA and Health check procedure.
Expertise in CWP, ECM, ISM, SCCD, MAD, SARM and CIRATS
Ensure effective monitoring of any open compliance issues and work
with the teams on closing out the business RISK or have the necessary
surrogate RISKS in place.
Preparation of weekly and monthly compliance dashboard and reporting
to the Higher Management..
Investigate on security violations and Security incident (RCA) Root
Cause Analysis.
Maintain Risk Assessment, Incident Management, Change Management,
Issues logs tracker.
Ensure effective monitoring of any open compliance issues and work
with the teams on closing out the business RISK or have the necessary
surrogate RISKS in place.

Roles & Responsibilities Incident Coordinator

*0 Ensure high level of utilization of the Level 1 / Level 2 team resources.

*1 Match work demands to the skills and availability of the team.

Incident Tickets

*2 Monitor client queues and distribute problem tickets to the appropriate

Level 1 / Level 2 / Level 3 queue for handling through ticketing tool.
*3 Ensures shift turnover is handled for long running issues in
collaboration with the Team Lead.
*4 Report incident tickets metric for team.
*5 Provide consulting to other Dispatchers, Level 1, Level 2 or Level 3
Groups on incident tickets.
Organization : Versageo Technologies Pvt Ltd
Duration : July 2012 to September 2014
Designation : Service Desk Engineer
Client : Ally and Security operation center

Technology: Windows, UNIX, Linux, AIX, DB2. Oracle

Monitor tools: Science logic, Solar winds, SCOM, Facilities, Service now

Responsibilities

Analyzed all escalated issue across the environment, identified

potential risk and impact, and interfaced with global team to ensure
resolution met established service level agreements
Provides primary initial incident support. Documents, categorizes and
prioritizes incidents as they occur
Ensure effective monitoring of any open compliance issues and work
with the teams on closing out the business RISK or have the necessary
surrogate RISKS in place.
Ensure the applications / Infrastructure is compliant as per customer
standards. Drive teams to ensure they are on the right technology
levels, fix-packs and service packs.
Own business controls compliance for the sites managed as SOC Lead.
Manage Inventory and owning service quality.
Highly capable of evaluating, investigating and resolving compliance
issues and concerns.
Ensures and follows up SLA and pushes for a short MTTR (Mean Time to
Re-pair) to reduce customer impact in order to meet the contractual
defined support of internal and external customers.
Working with customers, internal IT and infrastructure teams, third
party data providers etc. throughout the service restoration process
Preparation of weekly and monthly compliance dashboard and reporting
to the Higher Management.
Investigate on (RCA) Root Cause Analysis on major incidents
Compile KPI reporting on a weekly/monthly basis
Participate in meetings with governance board, team members, and
higher management.
Proactively and re actively track, analyze, and report on major outages
with the aim of preventing or mitigating recurrence.
Daily resourcing meetings and help manage and balance the workload
of the team.