YUGESWAR GADIRAJU
Nagari,Andhra Pradesh
Summary
A system Engineer, NOC Operations & ITIL expert of 4+ years’ experience with technical Support as the primary tasks. Subject matter expertise in Information Systems, Administration, and support Projects with ITIL. Experience in Working experience Cloud Projects Monitoring, VPC, & EC2. Supported 24x7 Operations Team Supplying Network, Application, System and Hardware Support for Various Customers. Good at Analytical/Decision Making Responsibilities. Excellent written and verbal communication skills – must be able to communicate fluently in English both verbally and in writing. Experienced in working with remote teams in global environment. Collaborate with cross functional IT groups to improve process & systems that help run efficient operations Proficient ability to deal with the customers and resolve their issues. Great problem-solving skills and customer relation skills Working knowledge of ITIL process and supporting procedures Strong team management skills including scheduling, priority setting of tickets. Incident management analyst with 3+years in technical and support management roles. Experienced working solo or as a team member on small and large corporations. Strong ability to diagnose server or network alerts, events, or issues. Good oral and written communication skills, and ability to address conflict with others constructively. Ensured SLAs are achieved, and client expectations are me. Up to date on latest industry trends, able to articulate trends and potential clearly and confidently, good interpersonal skills and communication with all levels of management.
Overview
1
1
Certification
Work History
Noc Engineer
Infosys
- Company Overview: GIGA BYTE INFOCOMM PVT LTD
- Provide 24-hour Network Health surveillance, alarm reporting, utilizing network monitoring and surveillance software
- Responsible for Monitoring and dealing Incidents, alerts, and events
- Troubleshooting L1 issues, Server issues, Application issues
- Provide day-to-day network monitoring and support, network troubleshooting, issue tracking and escalation
- Open-up Incident tickets and Log complaints for network device issues with vendor and coordinate with available resources to fix the incidents/issues Monitoring Service, problem tickets and provide quick solution under the SLA
- Escalation of issues to other IT towers following standard escalation procedures
- Respond to server, internet, node, UPS and temperature related alerts
- Establishing bridge calls based on severity of the issue, creating Incident Report and Change management Report for the issues
- Track all tools-based alerts and perform checklists
- Monitoring infrastructure and Applications using various dash Boards
- Incident management of high Severity incidents & Outage Management
- Hosting bridge calls, coordinating engineers to investigate and bringing faults to a speedy resolution
- Raising problem tickets and hosting investigation bridges with senior managers as well as engineers
- Performed notifications and status of all incidents to high level internal leadership, stake holders and clients while managing SLA's
- Manage day to day operations including ticketing, incident management, scheduling, and time management
- Provide detailed reports to management including metrics, staffing projections, root cause analysis
- Initiate Bridge calls, drive communication and teams to ensure uptime of infrastructure within service levels
- Co-ordinate with multiple teams to get the issue resolved with in SLA
- Work with right resource to resolve an issue & make sure the issues is resolved and Client is updated
- Prepare the required reports to shift handover, daily /weekly Calls & Team meetings
- Provided additional technical support to troubleshoot calls from various customers from all over the globe and performs maintenance on all systems
- Produced complex playbooks and corrective action slides for high-severity incidents to streamline response time for future reoccurrences of issues and present initial drafts of CA slides to problem management
- Review Pending, wrong assigned tickets to team and make sure to deliver with in SLA
- Responsible to oversee and own major incidents all the way through resolution and follow up reporting
- GIGA BYTE INFOCOMM PVT LTD
Education
BSC - Computers
Vinayaka Missions University
Skills
- Report writing
- ITIL
- Enterprise Infrastructure
- AWS
- AWS concepts
- IAM
- AWS Analytics
- S3
- Cloud Watch
- Application Support
- Vulnerabilities
- PagerDuty
- Zabbix
- PRTG
- SNOW
- Alert Site
- Jenkins
- JIRA
- Ticketing Tools
- Service Now
- Application support
- Incident management
- ITIL framework
- Change management
- Network operations monitoring
- Ticketing systems
- Technical support and assistance
- Teamwork
- Problem-solving
Certification
- ITIL V4 Certified
- Recognized for suggesting and implementing the process improvement method in PagerDuty.
Ticketing Tools
- JIRA
- Service now
Languages
English
Full Professional
Hindi
Professional Working
Telugu
Native or Bilingual
Tamil
Full Professional
Timeline
Noc Engineer
Infosys
BSC - Computers
Vinayaka Missions University
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