SuryaPriya Mada

Systems Administrator (Application & Production Support) with 2.9 years of experience at Kyndryl Solutions, specialising in Incident Management, Change Management, and Problem Management using ServiceNow in enterprise middleware environments. Hands-on experience triaging and resolving up to 20 incidents per day within SLA, coordinating end-to-end change approval workflows, and conducting Root Cause Analysis (RCA) to reduce repeat incidents by 20%. Adept at monitoring tools including Grafana, Splunk, and Dynatrace.

Systems Administrator (Application & Production Support) at Kyndryl Solutions Pvt. Ltd. (2023-08 – Present)

• Managed end-to-end Incident Management lifecycle in ServiceNow — triaged, prioritised, and resolved up to 20 middleware incidents per day, consistently achieving SLA targets and minimising production downtime.
• Authored and maintained Change Requests (CRs), CTASKs, and Technical Implementation Plans (TIPs) in ServiceNow for production deployments, version upgrades, and patching activities.
• Drove Change Management workflows in ServiceNow — coordinated stakeholder approvals, managed CAB sign-off processes, and ensured zero-delay production deployments.
• Supported CAB preparation activities by providing middleware impact assessments, implementation readiness inputs, and change documentation.
• Performed proactive IT Operations monitoring using Grafana, Splunk, and Dynatrace — detected and escalated HUNG threads, memory leaks, and URL failures before business impact occurred.
• Conducted Root Cause Analysis (RCA) on recurring incidents, implemented permanent corrective actions, and reduced repeat incident rate by 20%.
• Sustained 99.9% application availability across IBM WebSphere Application Server (WAS) environments through structured monitoring protocols and rapid incident response.
• Executed scheduled IT Operations maintenance including BPM server restarts, cache clearing, and blackout scheduling via Netcool, achieving zero unplanned disruptions.
• Partnered with L3 infrastructure and application teams to identify systemic issues, implement preventive fixes, and reduce incident recurrence across production environments.

Bachelor of Technology in Electronics & Communication Engineering – Aditya Engineering College (2019 – 2023)