Sandhya Rani Patlolla

Experience

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  CMC Technologies India Pvt Ltd

  May 2011 - Mar 2012

  Software Trainee

  • Trained in Oracle, Windows and Networking Concepts and ITIL Concepts.• IT Incident coordinator for TATA Group Internal Projects.• Worked proactively in identification of top recurring incidents.• Assisted with development of incident process documentation & incident reports.• Communicated with all levels of management. • Assisted Implementation project team in TCS project, worked on Production support.• CMC Edge certified.

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  KMD Poland

  Apr 2012 - Dec 2012

  System Analyst

  • L1 Operations in KMD Data center.• Tracking of Incident from Opening to Closure, with timely communication to business. • Used to prepare Outage reports on timely basis and update to the high level management and follow up on escalations and issues with clients and management. • Assess the impact, urgency, and priority of change requests and prioritize appropriately• Attend Change Advisory Board and project calls/meetings and drive Operations Teams/3rd Party Vendors towards successful implementation and verification of network changes within agreed SLA Targets.• Provide the Primary Interface between the Business and Operations Teams for all business and technically driven network changes• Obtain user feedback, and close Changes and requests.• Communicate the status of all open Changes.• Working with the Problem Management Team Investigate and diagnose the root cause of incidents, and identify the resolution or error. Show less

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  GE

  Jan 2013 - Apr 2015

  Incident Manager

  • Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team. Provide primary initial incident support. Documents, categorizes and prioritizes incidents as they occur.• Understand SLA requirements and works to ensure those requirements are met when possible. • Quickly responds to all notifications of unplanned service interruptions from the customer as well as internal teams.• Provides timely feedback to upper level management, both Internal teams and the customer on all incidents, and actively involved in prioritizing the tickets based on business impact.• Good understanding of Infrastructure Technologies (Intel/ UNIX, servers, Middleware, Email and messaging Services and networking, etc.).• Provide technical direction and co-ordination to the resolver groups involved. Provide support and participate in the change Control Board and change control process.• Drive bridge calls effectively to resolve incidents.• Used proper templates in sending out executive updates to all teams to communicate.• Used Escalation matrix appropriately to get appropriate level of focus from technical teams and management.• Provides direct support remotely to recover from complex critical business production outages and problems within contractual timeframes; provides failure analysis and solutions.• Publishing new incidents in the Problem Management report and updating the same in Known Error Database and Root Cause Analysis report. • Used to participate in Business Continuity Planning (BCP) to run parallel activities at disparate locations. Show less

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  Fannie Mae

  Sept 2016 - Jan 2017

  Application Support Analyst

  • Monitoring multiple Dashboards in 24*7 environment using AppOPs and Entity Manager tools.• Basic triaging, incident creation using Service-now tool, and Aggressive follow up with L2 and L3 teams. • validate all the database financial reports triggered properly in PL/SQL developer.• Using different UNIX commands in Putty or WinSCP to check financial payloads sent and received properly and provides them to the appropriate users.

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  BNY

  Jan 2017 - Sept 2021

  Application Support Specialist
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  UBS

  Sept 2021 - now

  Application Support Analyst