Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rama Katta

Austin,TX

Summary

  • Dependable and goal-oriented Incident &Problem Manager, 10+ years of experience with a successful track record of managing complex deliverables with exceeding expectations. Strong communication
    and team building skills. Experience with inhouse IT support and providing comprehensive customer support.
  • Seeking to join a new organization with advancement opportunities and to optimize IT process and effectively cutting costs.
  • Application Performance Engineer - Technical of experience in supporting distributed internet applications, web analytic analysis/data mining, automation and troubleshooting of both physical and virtual environments. Significant experience in Network Operations,Active Directory,Microsoft Exchange,Microsoft sharepoint, M365, O365 ,CDN Technologies, Change Management, Incident Management, Problem Management and Customer Support. ITIL and MicroSoft-certified professional.
  • Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Certifications:

  • ITIL V3 Certified 2014
  • ITSM Certified
  • Microsoft Certified Professional (MCP) and Microsoft certified Solution Expert (MCSE)
  • 70-332 Advanced Solution of Microsoft SharePoint Server 2013

Industrial Training :

  • SharePoint /Exchange 2016 and SP Online Application Overview
  • SQL SERVER 2012 R2
  • SharePoint 2013 and Office 365 product training.
  • .Net Stream Infosys training in fast track batch.
  • SQL Server administration overview.

Ticketing Tools Expert:

  • Service Now
  • Remedy
  • Fresh Desk
  • Zen Desk
  • Zoho Desk
  • Kayako

Overview

10
10
years of professional experience

Work History

Incident/Problem Manager

HealthEdge
06.2023 - Current
  • Managed the incidents to restore normal service operation as quickly as possible to minimise the impact to business operations was responsible for planning and coordinating all the activities required performing, monitoring, and reporting on the incident.
  • Overview the whole process by monitoring the incidents with ScienceLogic tool.
  • Utilized ScienceLogic to add application to minimize the errors.
  • Proactively worked with the Problem management team to Ensured that incidents do not recur in the future, or if they do, to minimize their impact. Helped them with RCA’s on many occasions.
  • Worked closely with change management team by creating and implementing change management strategies and plans that maximize employee adoption and usage and minimize resistance.
  • Help grew SLA coverage (Avg SLA performance: 97%)
  • Grew OLA coverage from 0% to 95% for all enterprise SLA's (Avg OLA performance: 98%)
  • SME and major contributor to development of new IT Service Catalog.
  • Worked closely with the teams during a major cut over project of Veritas and acquisition of Blue coat. And post the cut over also was on a top of the things. For the transition to happen smoothly.

Microsoft On-Prem/Cloud Technology Consultant

T-Systems
12.2017 - 05.2023
  • ITIL Processes: Problem/Incident and Knowledge Management.
  • Served as team representative for enterprise level engagements and presentations. Performing end-to-end incident management.
  • Develop a Problem Management/INC Standard Operating Procedure.
  • Ownership of the Problem Management process and associated activities across the enterprise and responsible for the complete process adherence and handling of problems to minimise the impact upon service quality.
  • Responsible for the delivery of Root Cause Analysis and problem resolution within given target duration.
  • Manage cross-functional Root Cause Analysis (RCA) teams to investigate and determine root causes and solutions.
  • Facilitate and chair Post Mortem Review meetings following Major Incidents, issue a written Post Mortem report to management, and ensure Post Mortem actions are completed in a timely manner.
  • Develop and maintain key process measurements and produce trends analysis reports of recurring Problems/Incidents for proactive investigations.
  • Lead cross-functional Root Cause Analysis (RCA) teams to investigate high priority IT-related major incidents, to determine root causes and solutions to prevent recurrence and report to IT leadership.
  • Leverage relevant data from event correlation and analysis, performance monitoring, and availability management tools to proactively open problem cases based on IT infrastructure warnings and critical alert.
  • Chair meetings with IT management and the business areas regarding the status of problems, known issues and their impact or potential impact, solutions and alternatives analysis.
  • Ensured GOC mailbox is monitored 24x7 and acknowledged /responded within the SLA.
  • Managed IT service and performance in adherence to Incident, Change & Problem Control policies.
  • Developed processes and procedures to reduce/eliminate system/network outages.Developed Service Improvement plans
  • Developed key process measurements and produce trends analysis criteria and reports of recurring Problems/Incidents for proactive investigations.
  • Developed work instructions policies and procedures to present a sequence of steps to eliminate errors and promote efficient productivity
  • Developed Standard Operation Procedures for Problem Management.
  • Managed multiple application, systems, database and network subject matter expect teams on root cause analysis as part of the Problem Management process to prevent recurrence of problem.
  • Managed Knowledge Base Articles within a Known Error Database and ensured their relevancy by performing 6 month review. Design, Implement, and Manage Intune Mobile Device Management MDM / Mobile application Management MAM and troubleshoot any end user related issues.
  • Experience in configuration of Active Directory, ADDC,DNS, DHCP, Group Policy, DFS & MFA Authentication.
  • Efficiently and effectively manages the L3 staff workload and issue escalations.

Senior Technical Support Engineer

Pramati Technologies
06.2016 - 12.2017
  • Responsible for monitoring network events via Keynote and other diagnostic tools.
  • Addressed and escalated technical Content Delivery issues via phone and email, performed root cause analyses, and engaged Sales, Network Operations and Engineering to resolve customer issues.
  • Configured and provisioned all customer services, identified and developed specific customer solutions based on individual caching and delivery requirements; maintained customer configuration documentation for future provisioning and troubleshooting purposes.
  • Developed training documentation and methodology for supporting multi- tiered Content Delivery services, including customized testing and support guidelines for each level.
  • Member of the "Product Team" development group; responsible for identifying issues with and suggesting improvements for the existing content delivery network.
  • Acted as the initial point of escalation for complex customer issues from support team, and served as a training resource to answer support representative questions regarding products and services. Took part in an on-call rotation to provide 24/7 customer support during non-business hours.
  • Recognized multiple times by customers for providing exceptional customer support.
  • Facilitate and chair Post Mortem Review meetings following Major Incidents, issue a written Post Mortem report to management, and ensure Post Mortem actions are completed in a timely manner.

Senior Consultant

Stryker
12.2015 - 06.2016
  • Ensured Business impact analysis is properly done.
  • Ensured the timely communications on Major Incidents are done within the SLA.
  • Ensured the proper language is used in the communication.
  • Chair the TAB. Questioning and highlighting it to the management, if the Change managers/implementers are not having enough information/Blackout of alerts are not done/ proper communication/H&F coordination€™s etc.
  • Identify the process improvement area and highlighting the risk to appropriate stake holders (Vendor Supplier).
  • Ensured the Daily/weekly/monthly meetings are happening with customer and team.
  • Ensured the Daily huddles happening within the team to discuss on the daily basis.
  • Proper KPI to be defined to the team members so that they are aligned with customer expectation/contractual deliverables.
  • Ensured weekly meetings with SD analysis with tower leads for the betterment of process/highlighting risks. Minutes of Meeting to be shared with management.
  • Mandate participation in the PBI review calls/ Brainstorming session with the team on PBI.
  • Fortnight meeting with Change manager/Incident manager/problem manager to discuss about the process.

Software Engineer

Nexval Infotech
09.2013 - 12.2015
  • Installing and configuring SharePoint 2013/2016/ Analyses ULS Log.
  • Configure OFFICE WEB APPS SERVER .
  • Migrated Exchange 2010 mailboxes to Exchange 2013.
  • Managed Exchange, Sharepoint &Windows servers.
  • Analyzed and resolved technical issues relating to system
  • architecture.
  • Patching SharePoint servers/ Create script for Sub site Backup.
  • Configuring Enterprise Search
  • Maintaining SharePoint 2013 farm running on IIS 8/ Windows 2012 servers
  • Managing SharePoint Online Admin site (Creating New site collection, adding storage, enabling
  • external sharing, assigning licenses, and managing users)
  • Solving OneDrive issues and new application in Office 365 Planner.
  • Performed configuration and operation on all software related to SharePoint infrastructure.
  • Implementation of SharePoint-based workflows as well as development of Business Intelligence dashboards.
  • Experience with SharePoint Designer, InfoPath, Web Parts, SharePoint Framework (SPFx),
  • PowerShell and workSlow creation.
  • Migration of sites from on premise environment to SharePoint Online (office 365)
  • Good in migration of InfoPath form(on-prem) to SharePoint Online.

Education

Bachelor of Technology - Computer Science & Information Technology

JNTUK University
05.2009

Skills -

Technical-Mangaer

Skills

  • Incident Management :
  • Operational organization and requirements, planning and structural process maturation
  • Problem Management :
  • Identification, prioritization, structural process maturation and resolution
  • SLO Management :
  • Performance Management, definition
  • MicroSoft On-Prem/Cloud :
  • Troubleshooting, monitoring and documentation
  • Network Operations Center:
  • Training and process development
  • Network Operations:
  • Team leader and recruitment, vendor engagement, deployment and change
  • Test Engineer :
  • Synthetic test design for web analytics Operations, Monitoring and Software Management
  • Identification of key process metrics and business requirements, troubleshooting,
  • On-Prem and Cloud Technology’s Experience:
  • Operations, Monitoring and Software Management: DNS
  • Troubleshooting, record update and
  • Management
  • Management Activities or Functions Change Management :
  • Implementation, documentation, maturation
  • And stakeholder adoption
  • Management Activities or Functions Operations :
  • Team leadership, recruitment, training,documentation, and process maturation

Timeline

Incident/Problem Manager

HealthEdge
06.2023 - Current

Microsoft On-Prem/Cloud Technology Consultant

T-Systems
12.2017 - 05.2023

Senior Technical Support Engineer

Pramati Technologies
06.2016 - 12.2017

Senior Consultant

Stryker
12.2015 - 06.2016

Software Engineer

Nexval Infotech
09.2013 - 12.2015

Bachelor of Technology - Computer Science & Information Technology

JNTUK University

Skills -

Technical-Mangaer

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Rama Katta