Jyothi Reddy

Experience

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  HCL Technologies

  Nov 2014 - May 2016

  Software Engineer

  Change Manager• Assessing changes for impact on related CI's, technical feasibility and degree of coordination required to effectively implement changes.• Coordinates convene and assist in facilitating change review meetings, both internally and with customers, record decisions made during change review meetings maintain a schedule of approved and tentative system changes.• Verify the completeness and timeliness of changes entered the change management system; follow up non‑compliant changes made outside the change management process.• Update and ensure the on‑going data integrity of the change management database and change processes alongside maintaining change process documentation.• Review RFCs for completion and assess risk prior to submission for the CAB.• Facilitate CAB meetings, document findings and provide information to authorized CAB or eCAB. Participate as requested in Post Implementation Review (PIR). • Work with Development team to automate the process wherever possible. Show less

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  Wave Crest Group

  Aug 2016 - Nov 2017

  Major Incident Manager

  Major Incident Manager• Working on escalation Emails ensuring resolution provided on time. • Ensuring incidents are properly escalated and assigned to their appropriate support groups • Effectively handled Bridge calls for Severity issues/ Major Incidents. Managing bridge calls and coordinating with resolver team for affective and timely resolutions. • Real Time & continuous follow-up with global support teams for incident resolution till closure. • Ensures effective communication to Senior Management, Customers, Clients, and Technical staff. • To make sure the all Critical and High Incidents are addressed within SLA response and sending out the Critical Alerts for such Incidents. • Handling planned and unplanned Outages and publishing Initial/updated/Resolved GIR as point of communication to PMO/Clients/Process Owner. • Creation of Problem Investigation ticket and assuring linkage of all related incidents to it.Monitoring• Monitoring the Business processes to proactively identify the discrepancies and report technical team for the fix. • URL uptime monitoring, identifying the failure patterns and raise it with relevant team for fix. • Infrastructure monitoring, proactively identifying the server, services disk spaces and CPU usages via Nagios and raise with relevant teams before the threshold limit exceed.• Monitoring services by using Kibana E.g. Authorizations or any failure or success incoming calls • API response time monitoring to ensure there is a response times doesn’t exceed the configured time limit. • Network monitoring to identify the internal and datacenter networks and raise it with relevant teams for the fix. • Business process monitoring. • By monitoring the real time logs performing 1st level testing for UI related Issues & try to replicate the incident reported. • Monitoring chronic jobs & raise in case of data sync issue.• Presented weekly/monthly business scorecards & dashboards to customers and internal stakeholders Show less

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  Mindtree

  Apr 2018 - Jun 2021

  Managing the process improvements of a global major incident management and EVP-level communication team for high-severity infrastructure issues that critically impact Microsoft, its customers, or its brand.• Subject Matter Expert and trusted advisor to the business for all issues impacting Microsoft, its customers, or external partners.• Responsible for internal/external communication of all major outages and for management of all outage/Crisis bridges.• Global operations management and project management experience in a 24x7 global operation project.• Led the recruitment and end-to-end onboarding/training of all employees.• Principal authority on severity validation, communication delivery, and all operational processes.• Quality management implementation: Weekly quality audits and monthly performance reviews with data driven analysis, tracking of key performance indicators (KPIs), and KPI analysis.• Chief author of the operation’s global policies and procedures and all other process/technical documentation which provides an easily accessible single source of truth for the team that resulted in the improvement of SLA stats.• Collaborating with key stakeholders, delivery managers, developers and product owners assessing their needs and aligning best in class Incident Management processes to improve team effectiveness by developing Major Incident Playbooks, creating - interactive dashboards, training tools, assessment tools and team training.• Designed and implemented standardized templates for communication of Major Incidents within the Core Service Engineering and Operations Organization.• Successfully handling high-stress situations with calm and accurate execution. Show less • Global Major Incident Manager is a single on-point contact for any confirmed or potential Sev-0,1 ,2 and most critical issues raised by any individual within the organization, and ensures interested parties and executives are alerted via E-mail or an internal executive facing chatter group (MS Teams). • Handles any multi-customer (Global Outage) issues by posting to a company’s-SharePoint channel, ensuring resources are keeping customers updated and pulls inappropriate parties as needed. • Taking ownership communicates with the customer, and owns from a management perspective any critical/potential Major Incident cases when the appropriate support manager is not available. • Evaluates the severity of every incoming issue, ensures that critical (Sev1,2) issues are assigned by the appropriate resolving team within specific SLA and that issues are fully taken care of to the receiving resolver team. • Addresses incoming escalations from executives and/or receptionists, and routes to the appropriate resource/teams. Show less

  • Module Lead

    Sept 2020 - Jun 2021

  • Senior Engineer

    Apr 2018 - Sept 2020
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  Infosys

  Oct 2021 - Oct 2024

  • Define and develop Major Incident Management process.• Ensures that the process documented, maintained & communicated to all stakeholders. • Review effectiveness and efficiency of the Major Incident Management process and identify opportunities for process improvement. • Drive process improvement initiatives and publish status report on the outcomes. • Ensure timely resolution of incidents, reducing downtime to the business, resulting in a higher availability of the service. • Validate Service Failure with Business. • Identify recurring issues by performing trend analysis on incidents. • Engage with responsible teams for Major incident analysis, troubleshooting and resolution. • Engage with various stakeholders to confirm Service Restoration.• Maintain Major Incident Communication Process and validate Major Incidents. • Send Communication/ Major incident updates to SIAM and business stakeholders as required. • Track and report on SLA compliance and KPIs for MI’s across delivery tracks. • Validate, Approve RCA and Update respective problem. Show less

  • Technology Lead

    Oct 2022 - Oct 2024

  • Major Incident Manager

    Oct 2021 - Oct 2022