Allen Tider Harry

Experience

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  Unisys India

  Aug 2016 - Dec 2021

  Service Management Analyst 2

  • Managing critical/major and high priority incidents across the enterprise comprising of multiple clients and geographies. Work in liaison with various technical/resolver groups (Cloud Ops, Network, Database, Windows, Unix, Application etc.) across various geographies and domain, through the entire lifecycle of the high priority incident & initiate tasks for a quick resolution. • Effectively assess the impact and conduct bridge calls with relevant groups/Client. • Periodically communicate to the higher management and the stake holders (Internal & external) the status of major incident and remediation action being performed with appropriate timelines. • Review and approve the Emergency Changes required for the resolution of the incidents in consultation with domain leaders. • Ensuring all agreed business Service Levels are attained on a monthly basis as per the Clients requirements. • Major Incident Audit report preparation for various clients to aid in process improvements. • Event management – Monitoring alerts for critical servers and applications. And initiating MIM process in case of a valid service disruption. • Assisting operations with MTTR, KPIs & customer SLAs reports along with maintenance of KB. • Regularly organizing refresher sessions and coaching session for new joiners. • Proactive Problem Management: Periodically performing analysis to see if new problems need to be registered. • Validating proposed solutions to known errors, outcomes of closed changes and if a problem is solved. • Service Level management – Preparing incident aging report and present it in the daily ops call for pushing teams with adhering to client SLA. • Coordinating with members of the Infrastructure, Application, Migration Control and other teams to ensure changes are effectively communicated. • Facilitating the weekly review and assisting with the Change Control (CAB) meetings. Show less

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  Ivy

  Dec 2021 - now

  Operations Lead - Data Scientist