Chaitanya M

To succeed in an environment of growth and excellence and earn a job which provides me job satisfaction and self-development and help me achieve personal as well as organizational goals. Have 7+ years of experience in IT Industry involved in providing Service & Solutions in IT Infrastructure Support Services.

Experience on Incident Management and Monitoring aspects.

Experience on creating Change Records, Requests, and Incidents.

Professional System Administrator at DXC Technologies (2020-01 – 2024-05)

Designation: Professional System Administrator, Client: Shell

• Experience in creating Tickets in Service Now
• Experience in creating tasks in Service Now
• Involved in incident activities such as sending invites for technical calls and technical communication, SNS (Shell Notification System) and scheduling invites respectively
• Have experience in sending change reports and CMDB reports for P1 and P2 calls
• Opening MIM calls and providing Solutions for Operational Demands
• Provide handover Related to Monitoring Aspects like ONEBSM & MOOGSOFT and trying to solve the issue before it drives to Major Incident
• Assisted the team in performing all the activities related to the Tasks before it breached to MI's. Dually Managed in absence of leads
• Managing high priority incidents – P1 and P2 and instances of handling P3 incidents that is a potential P1 or P2
• Have been part of Eyes on Glass of few Dashboards (Skype for Business /Applications/CPU Utilizations) on crisis of the Covid-19
• Mentored new joiners on Incident process and shadowed until they could manage everything themselves
• Developing relationships with support and delivery teams, management and liaise with support areas as required
• Representing GOC management team on all the Daily Calls
• Preparing various reports like Monthly Operations Report, Activity Tracker and Access Review report for Data Centers
• Escalation to the different support groups about incident on the channels as and when required to fix the issue to minimize the business impact
• Prioritizing the incidents as Major and Non-Major depending upon the urgency and impact
• Providing time to time updates to the Higher Management via SNS Notifications
• Proactively monitoring of alerts from different tools & monitoring various dashboards related to these alerts
• Actioning of alerts on time & escalating them to support team & tools team if required
• Taking care of alerts including for all the status of Escalation, acknowledge, close
• Perform Pre/Post task on servers before planned outage
• Verify application and services on servers after a planned and unplanned outage
• Continuous follow up with emails & calls with support teams until the issue is resolved & taking RCA for the same
• Involved in daily Ops calls with tools team for discussion on day-to-day updates
• Resolve issues related to Space, Memory and CPU on Test and Production servers

Automation Support at Hinduja Global Solution (2019-06 – 2019-12)

Senior Associate at Wipro Technologies (2016-11 – 2019-05)

Bachelor of Engineering in B.E – Visvesvaraya Technological University (2012 – 2016)

Pre-University Education in PU – Krupanidhi Residential PU College (2010 – 2012)