Yashwanth Guru

Experience

• 

  Attra, a Synechron Company

  May 2013 - Jul 2018

  Senior Software Engineer

  • Own Major Incidents end to end while working with various technical teams to drive resolution via conference calls. • Perform Root Cause Analysis and host Reason for Outage(RFO) meetings along with documenting corrective actions and finding permanent solutions. • Maintain high level of customer satisfaction and availability(24x7) across servers, security, network, storage and applications. • Monitor and coordinate the incident life cycle through various service lines. •Review the changes and suggest the improvement areas which would make the change full informative. • Following up with respective stake holders for closure of changes. • Opening the bridge for CAB calls. • Drive Incident resolution within the defined SLA and KPI as per the agreement. Show less

• 

  Infosys

  Jul 2018 - Aug 2021

  Senior Associate Consultant

  7 years of experience in ITSM operations providing the deliverables in an optimal time in Change, Problem, and Incident management. Led operations team and groups from product development in post-incident problem resolution. Also reviewing the changes and communication to the stakeholders on the Risk of the change in the CAB calls. Thoroughly anchoring the CAB call with clients.

• 

  Eurofins IT Delivery Center

  Aug 2021 - now

  Senior Associate

  - Introduced and lead the team having Incident, change and Problem Management responsibilities to work within Genomics unit containing the Infrastructure, Dev Ops and application teams. - Tailored the SLA and OLA’s between the teams and baselined the agreed documents. - Preparing Bi-Monthly reports showing the KPI’s in Incidents and changes being deployed into production.- IT Service governance to audit incidents, change, problem, and service request(s).- Presented the benefits of Service Catalog within ServiceNow, collated essential information, and effectively communicated requirements to the ServiceNow team for the development of streamlined workflows.- Major Incident Manager: - - As a MIM was handling the P1 calls, preparing g the business communications within the agreed SLA’s, Resolution Summary and conducting the RFO/PIR calls.- Ran the Auditor KPMG through the standard operating procedures for the ITSM workflows. For Incident, Problem and Change requests. - Problem Management: - - In reactive problem management, conducted the RCA’s for P1/P2 issues within the agreed SLA’s. - Followed up with the teams for documentation of RCA’s, Corrective actions, and its implementations. - In Proactive problem management, did the trend analysis of type of tickets being received and utilized the analysis in ServiceNow migration from OTRS and created Service Catalog options.- Migration from OTRS to ServiceNow ITSM tool- Explained the advantage of Service Catalog in ServiceNow and gathered the information and cascaded to the ServiceNow team for designing of Workflows.- Release Management – - As a release manager, governed the data been provided in the DevOps cards in Azure are appropriate.- Ensured unauthorized changes are not deployed into production. - Initiated the discussion about using the ServiceNow change management. Gathering the requirements from teams about the low-risk deployments which can be pipelined to Standard changes. Show less