Bindhu Veluru

Results-oriented Technical lead with a proven track record of resolving technical problems and providing support for a wide range of hardware and software systems. Adapt to troubleshooting complex technical issues and providing hands-on support to users. Possesses excellent customer service and time management skills.

INITIAL PROFILE GENERATION IN RECOMMENDER SYSTEMS :

In this project, we implement the Pairwise Comparison technique to solve the problem of new user cold start. It collects the user's ratings for two items at a time. These ratings are categorized as Individual Ratings and are saved in a Rating Matrix. Later, that Matrix is used to calculate the Pairwise scores for each Item Pair with respect to each User and compares them to the response of the Current User at that time to find a Profile that is Similar to the Current User. The Similar Profiles' Covariance Matrix is determined, and the Determinant of that Covariance Matrix gives the General Variance. This step is repeated for each Item Pair and each possible Rating outcome of that Pair. When the user finishes Rating Items, the system generates the New User Profile using Collaborative Filtering.

NETWORKING

• On-boarding and off-boarding of network devices (switches, routers, and access points).
• Supported multiple clients and monitored the network stability for all these clients through incidents, change requests, and service requests.
• Monitoring of core, distribution, LAN switches, WAN routers, access points, and wireless Controllers.
• Level 1 troubleshooting and configuration network switches and routers.
• Responsible for coordinating with internet service providers for WAN link failures and restorations.
• Configured VLANs, ACLs, probe failures as per client's requirement and performed IOS upgrade for switches and routers.
• I was involved in a project to create a separate network domain in the production environment for Microsoft users.
• Performed FOT (failure over testing) in the production sites to test secondary services.
• Taking configuration back up for routers, switches, and riverbeds.
• Conducted regular maintenance and troubleshooting to ensure smooth operations.

CHANGE MANAGEMENT

• Accountable for all IT change management operations, including process education, process enforcement, and process governance.
• Design and implement formal change management processes and procedures for IT applications (SAP and non-SAP) and infrastructure components using ITIL best practices.
• Perform a risk and impact assessment of each RFC as per the defined procedures.
• Prepare and publish change management reports and statistics for relevant stakeholders as required.
• Responsible for operational excellence and minimizing the impacts of changes in IT applications and the infrastructure environment.
• Chair Change Advisory Board (CAB) and Emergency CAB meetings as per business requirements
• Ensure efficient and effective integration between the change management process and other related ITSM process areas, like incident management and problem management.

PROBLEM MANAGEMENT 

• Ensure all major incidents or P1s have problem records created post-incident resolution to track the root cause and preventative actions for incident avoidance in the future.
• Own and complete Root Cause Analysis (RCA) along with various teams for all major and high-transparency incidents (P1/P2).
• Build and define a known error database to reduce the MTTR of incidents and increase the ability to develop RCA.
• Proactive/Predictive Problem Management: Perform data analysis and advise support teams and customers of anticipated future problems proactively.
• Data analytics: identify incident trends, drive the reduction of incidents by analyzing health check and ticket data, and investigate and resolve problems.

SERVICE LEVEL MANAGEMENT, GOVERNANCE, AND COMPLIANCE

• Responsible for service level reporting of key SLAs and metrics pertaining to incident management, change management, and problem management to internal stakeholders and customers.
• Responsible for performing breach analysis of metrics that fail to meet targets and derive an action plan to improve on the same along with the project teams.
• Chair weekly service review meetings with the client to highlight the performance of the entire service management team, displaying the SLA metrics performance for the week along with other requested data and information.
• Responsible for owning the actions derived from the review meetings and working with other teams to arrive at a logical closure of the actions.
• Responsible for preparing the teams and ensuring all process documents and related data are in one central repository for various compliance audits like ISO 20K, SSAE 16 (external audits), and internal audits conducted by the compliance teams.

ITIL V3 Foundation – ITSM certified

CCNA Trained

Steered exceptional contribution and recognized with:

• Best New Comer award for extraordinary performance in Network Management
• ‘Above and Beyond' Award for going extra miles in extending support to the delivery teams
• Multiple Appreciations from customer on introducing various initiatives in the project
• Best Performer Award – presented by the client during official visit for being a quick learner and contributing to the Change Management Process