Sandeep Silumula

Experienced IT professional (ITIL V4 Certified), Currently working as Major Incident Manager. Providing first line of support for triaging, assessing priority, and driving incident management and communication process for all incoming P1 & P2 incidents. Execute and evolve a consistent Global Incident Management strategy, framework, processes and operational execution for high priority incidents focusing on effective and efficient service recovery. Operational excellence in executing best practices in Incident | Change Management, investigation, hierarchical and technical escalation, diagnosis, recovery, documentation, communication and transition to Problem Management. Also have proactively provided major contribution for new project migration/transition. and as an IT Professional worked with Different IT technologies. I am a MTA Software Development Fundamentals (C#) Certified, Microsoft Technology Associate: Database Administration Fundamentals (MTA), AWS Certified Solutions Architect - Associate (SAA) Certified, ITIL Foundation V4 Certified.

Professional Experience

Sep 2021 – Present             Major Incident Manager/Service Delivery Management.

                                                                        NTTDATA services

• Continuous monitoring of the IT Services to detect potential critical issues on a 24/7 basis
• Leading, driving, coordinating, facilitating, and chairing all troubleshooting activities, meetings and conference calls dedicated to prompt resolution of Major Incidents
• Conducting escalation to service support teams, senior management, and leaders to ensure appropriate awareness, engagement and focus.
• Produce accurate and timely communications tailored to relevant audiences (Senior Leaders, Internal Stakeholders and Customers)
• Produce accurate and thorough Major Incident Reports to be delivered to Customers and Stakeholders.
• Audit and ensure ticket compliance per ITIL and Major Incident Management best practices
• Adapts communication techniques for audiences at multiple internal and external levels
• Provide guidance and governance to technical cross-functional teams and customers on proper Major Incident Management processes, procedures, and best practices.

Aug 2018 – Sep 2021                                  Major Incident | NOC Analyst

                       Buchanan Technologies (Client: Alcon)

• Works closely with internal and external teams to drive incidents to resolution. Communicates incident status, resolution and business impact to internal and external stakeholders.
• Ability to prioritize multiple high-priority issues at any given time without sacrificing client SLA commitments, Follow the SOP's and resolve the priority incident issues within the SLA/SLO as per ITIL standards.
• Facilitates the completion of the external postmortem statement for all high severity, critically impactful incidents.
• Document incidents/changes, troubleshooting steps are taken, and comments within ITSM/ServiceNow ticketing tools.
• Perform in-depth incident resolution and document in the ITSM/ServiceNow ticketing system.
• Monitor all production infrastructure, networks, applications, and batch jobs to provide detection of any deviations from the normal or expected operation.
• Responsible for initiating and implementing continual improvements for escalation Best Practices and Incident Management workflows.
• Responsible for initiating and implementing continual improvements for escalation Best Practices and Change Management workflows.
• Provide Support deviation correction detected by the Event Monitoring system. This includes actions to return the system to normal or expected operation. Identify, diagnose, and resolve technical problems. Escalate problems to other support teams when necessary or out of scope.
• Work with diverse groups and individuals to set goals, establish priorities, and resolve issues Monitor, coordinate response, and troubleshoot events/alerts on the Event Monitoring system.
• Perform Monitoring using the monitoring tool (Logic Monitoring system) to monitor the alerts as per the Priority, in-depth analysis of the all-priority alerts and report to the concerned team via phone and email.
• Addressing the gaps in the Monitoring tools when required, automating false alerts and redirecting true alerts to the concern teams.
• Perform health checks as per the checklist for high-priority servers/clients, and send notifications to a variety of technical teams.

Jan 2016 – July 2018                 Technical Support Resolution Specialist

                     Convergys London ON (Client: AT&T)

• Responsible for Provided technical support to customers as required in a call center environment 
• Troubleshot and resolved technical issues related to business applications
• Effectively handled all hardware and software issues
• Troubleshot and resolved technical issues related internet Modem issues, Computer related hardwires, OS related issue Installation of Software and application support   
• Assisting user with Port Forwarding IP pass thought Firewall setups on the Modems
• Working with Active Directory For resolving Email login issue of users
• Troubleshooting to resolve the Voice Over IP phone, internet connectivity issues of User.
• Completed all required documentation associated with each task completed 
• Ensured quality and customer service standards as identified by the client were always met or exceeded to ensure customer satisfaction 

Jan 2015 – Dec2015             Co-op (intern Ship) Student intern (Developer).

                                         yDon Inc. Information Technology Services Sarnia, Canada ON.

• App Development on different plat forms,( Android, ISO, Windows).
• Website Development using WordPress, HTML5, CSS3, JavaScript, jQuery.
• Working in a team developing Cross Platform Apps for Android, iOS, BlackBerry, Windows.
• Working in a team developing website for local business using WordPress, HTML5, CSS3, JavaScript, jQuery.

July 2011- Aug2014   Help Desk Technical Analyst

C3I Support Services, Hyderabad, A.P, India

• Provided technical support to customers as required in a call center environment 
• Promoted to Senior Level Technical Analyst after one year, handled high level, complex technical issues escalated from Junior Technical Analyst 
• Troubleshot and resolved technical issues related to business applications
• Effectively handled all hardware and software issues
• Ensured quality and customer service standards as identified by the client were always met or exceeded to ensure customer satisfaction 
• Awarded best customer and technical support, recognized for outstanding customer service delivery
• Completed all required documentation associated with each task completed 

Worked as level 2 for an year taking escalations from level 1 agents, Making sure of following process and polices to resolve the issue without further escalations for the tic

EDUCATION

Sep2014 – Dec2015         INTERNET PROGRAMMING AND DATABASE MANAGEMENT (IPRC) - Post Graduate

Lambton College, Sarnia, Canada, ON

Jun2005 – June2009         Bachelor of Engineering degree in computers Science.

                                          Btech

                                          Aurora Engineering College (India)