Jammalamadaka Srihari
Hyderabad,Ranga Reddy
Summary
Dedicated IT professional with a proven track record of efficiently handling incident management and providing technical support. Seeking to leverage expertise in end-to-end incident resolution, service request management, and proficiency in various IT tools to contribute effectively to [Company Name]. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Team lead
Kyndryl
06.2015 - Current
- Established strong relationships with internal and external partners, fostering collaboration during major incidents resolution efforts.
- Maintained a comprehensive knowledge of emerging threats and trends in Incident Management, applying insights to continually refine organizational processes.
- Served as an escalation point for complex or unresolved issues, applying expertise in problem-solving techniques to achieve successful outcomes.
- Improved service quality, consistently meeting Service Level Agreements through diligent monitoring of incident queues.
- Identified trends in recurring incidents, proactively addressing underlying issues to prevent future occurrences.
- Implemented continuous improvement initiatives, refining incident management processes to drive efficiency gains.
- Streamlined incident response processes by developing and implementing effective incident management protocols.
- Facilitated regular review meetings with key stakeholders, fostering open dialogue around ongoing incidents and resolution progress.
- Collaborated with IT teams to implement solutions that minimized system downtime and improved overall network stability.
- Optimized resource allocation during incidents by continually assessing priorities and adjusting as needed based on evolving situations.
- Reduced incident resolution time with efficient coordination of cross-functional teams and timely communication.
- Trained new team members on incident management procedures, ensuring consistent application of best practices across the organization.
- Contributed to the development of organizational policies related to Incident Management, ensuring alignment with industry best practices.
- Ensured compliance with regulatory requirements by maintaining accurate records of all incidents and their resolutions.
- Increased customer satisfaction ratings by effectively addressing and resolving critical incidents in a timely manner.
- Played a pivotal role in crisis management efforts, coordinating resources and serving as a trusted advisor to senior leadership during high-profile incidents.
- Performed risk analyses to identify appropriate security countermeasures.
- Monitored use of data files and regulated access to protect secure information.
- Managed benefits administration, ensuring accurate enrollment and providing helpful resources for employees.
Education
MBA/PGDM - Finance
Symbiosis Centre For Distance Learning (SCDL)
01.2021
Skills
- Incident Management
- Service Request Handling
- End-to-End Support
- Knowledge Base Management
- Remote Troubleshooting
- Azure Administration
- Microsoft Authentication
- RSA Token Management
- SLA Compliance
Certification
ITIL V4
Timeline
Team lead
Kyndryl
06.2015 - Current
MBA/PGDM - Finance
Symbiosis Centre For Distance Learning (SCDL)