Suma Srinivasa

Experience

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  Microland Limited

  Jun 2009 - Sept 2009

  Technical Support Representative

  o Research and identify solutions to software and hardware issues.o Diagnose and troubleshoot technical issues, including account setup and network configuration.o Ask customers targeted questions to quickly understand the root of the problem.o Track computer system issues through to resolution, within agreed time limits.o Properly escalate unresolved issues to appropriate internal teams. (e.g. software developers)o Provide prompt and accurate feedback to customers.

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  Accenture in India

  Sept 2009 - Jun 2010

  Customer Support Representative

  o Dealing with customer issues and churning out an easy-to-follow solution.o Handling customer concerns and complaints in a timely manner.o Establishing a positive rapport with all clients.o Interacting with customers to ensure they have a desirable and shareable experience.o Processing client calls and emails.o Experience of working on various tools such as Citrix, One View.o Preparing the daily productivity report.

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  Unisys India

  Jun 2010 - Feb 2014

  Incident Management Coordinator

  o As part of Incident Management team to ensure to resolve the issue as quick as possible with minimal or no business impact.o Responsible for RCA capture, Bridge/Queue Management, Effective Incident Management.o Worked on the tools like Service Center and BMC ITSM for ticketing systems.o We use the ITIL process to implement changes and provide problem resolution for the issues raised by the client and provide them the necessary results.o Part of Incident management team, which addresses all high severity tickets and crisis tickets.o Responsible for managing the successful resolution of Incidents within defined Service Level Agreements. This includes the escalation, communication and management of all Incidents through to resolutiono Ensuring key stakeholders throughout the enterprise understand their accountabilities and responsibilities related to the Incident management processo Jointly defining with the business, the key criteria for determining severity levels, escalation thresholds and escalation procedures to communication contactso Marshall the appropriate resources to resolve all incidents in the environment including any and all support teams within operations and escalating incidents to the Incident manager for recovery & resolution or joint troubleshooting activities, with the main goal being service resumption within established recovery thresholds.o Provide approval for server reboot and approval of ECR.o SLA monitoring and maintenance across all Global Delivery Teams.o Preparing documents and implementation procedures for transition of any new projects for Incident Management Team.o Supervising post-incident review with root-cause analysis for all incidents, and document technical, procedural, skill-based findings.o Have working knowledge of Peregrine Service Centre, Business Objects, BMC ITSM7.1 & 7.6 & Remedy 6.3o Creating weekly and monthly Metrics and making presentations for the client on a regular basis. Show less

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  None

  May 2014 - Jul 2020

  Career Break

  Had taken a career break, as my family got relocated to Riyadh (Saudi Arabia) for four years, where my daughter was also born and later to Nairobi (Kenya) for another 2 years. This break also gave me ample time to enjoy my motherhood and a very good expatriate and travel experience.

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  VMware

  Jul 2020 - Jul 2022

  IT change Analyst

  o Coordinates, convenes, and facilitates Change Advisory Boards and Emergency Change Advisory Boards (CABs and ECABs) containing both technical team and stakeholders.o Reviews completeness and quality of change information entered into the change management system and works with change raisers to correct deficiencies.o Post Implementation Reviews and follow up on non-compliant change as well as change that occurred outside the defined processes.o Works with all parties to resolve change related scheduling conflicts according to established practices.o Provide assistance in the coordination and control efforts of extremely large and complex global projects and initiatives.o Employ multiple channels to effectively communicate change to the organization. Demonstrate an overall understanding and knowledge of the supported applications and production environment.o Considerable knowledge of change and release management principles, procedures and techniques.o Considerable knowledge of standards and best practices relevant to the information technology industry e.g., ITIL.o Ability to apply analysis and creative thinking when solving problems and conflict.o Ability to provide acute attention to detail, to communicate effectively to all levels within the organization, Decision making ability within specified parameters.o Involved in internal auditing of the closed changes to ensure we are compliant and adhering to the process. Show less

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  BETSOL

  Aug 2022 - now

  Senior Incident Manager

  o Responsible and accountable for Coordinating and supervising high-severity incidents to ensure service availability with minimal delay and impact for smooth operations of an infrastructure environment.o Making sure that all Critical and Major Incidents are addressed within SLA response time.Chair Bridge calls for effective coordination of incident resolution/service restoration.o Responsible for sending Incident notifications as per the agreed process.o Continuously follow up with support teams for relevant updates, track against SLA, and drive to resolution.o Communicate with Business and Clients, a focal point of contact/interface during the occurrence of an issue.o Track team progress on High-priority and major Incidents and provide daily status updates on outages impacting the business.o Follow up on escalations and issues with the Clients and the Vendor.o Responsible and accountable for all the client escalation process document updates in Jira Confluence.o Responsible and accountable for all the client Initial/Update/Resolution escalation email template creation and updates in Jira Confluence for a quicker escalation process.o Hands-on experience on BMC Remedy, Service Now, and Jira. Show less