Muralidhara M
Bangalore
Summary
To pursue a challenging career in the IT industry that fosters professional growth and development, while leveraging my skills and creativity to contribute effectively to the organization's success. Ultimately, I aim to grow into a leadership role where I can drive innovation and excellence within a dynamic and professional environment.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Major Incident Manager & Operational Command Centre team
Kyndryl Solutions
04.2022 - Current
- Currently working as a Major Incident Manager and also in Operational Command Centre for ABN AMRO Account.
- Till May 2023 working as Major incident Manager at Alstom Account.
- Responsibilities include daily running Major/Critical Incident calls end-end, SLA Management, Capture and Communicate the updates of the ongoing service disruption/outages including the resultant breach of current SLAs on an hourly basis to all the stake holders till the issue resolution via Major Incident Portal tool.
- Command Centre responsibilities include Monitoring the daily Critical Files via DAS 3.0 dashboard, Starting of NEPs and Process by logging to server via Putty, Starting MOV and Stooping TEV Using OBSP tool.
- Manage Escalations by involving cross-functional teams including various IT teams from multiple operational areas, offsite vendors, third-party engineers, and business representatives to execute their task towards service restoration.
- Facilitation of communication between Technical Teams and IT/Business Management, often at senior level for quicker resolution.
- Post service restoration get task and Problem Record assigned to the respective resolver groups.
- Ensure all the required post resolution updates are updated on the client portals and tickets.
- Drive service improvement by identifying inadequacy according to the situation.
- Part of Command Control Center reporting structure for Incident Response.
- Interact with various resolver teams to provide end to end IT services.
- Led the overall direction, coordination, implementation, execution, control, and completion of specific.
Sr Infrastructure Engineer
Mphasis Pvt Limited
Bangalore
07.2019 - 04.2022
- Identifying the impact, urgency and priority of incident, problem and change requests.
- Logging of all incident records and other information to facilitate effective incident and change request processing. Tracking and escalations of all trouble tickets if it's not resolved with in SLA outlines.
- Bridge management with different vertical teams.
- Coordinating and managing of all SEV-1, SEV-2 and SEV-3 issues.
- Creating, assigning and closure of all Incident, problem, change and service tickets.
- Following of all tickets with the strict SLA guidelines.
- Real time and continuous follow up with the global support teams for incident resolution.
- Responsible for sending all the incident notifications and communications as per escalation matrix.
- Setting up the bridge calls with all related teams for the effective co-ordination and resolving the incident and service restoration.
- Continuously follow-up with the support team for the relevant notification updates as per SLA.
- Preparing of Incident reports (IR) and Root cause analysis reports (RCA) and share it with business stack holders.
- ITIL guidelines with best practices and support processes.
- Closes the change request after implementation of changes after reviewing.
- Bangalore
Network Support Engineer
InknowTech Pvt Limited
Bangalore
01.2018 - 06.2019
- Monitoring of all infrastructure devices through Everest, Nagios, BMC and Entuity, Moatis & HP NNM tolls.
- Logging of all incident records and other information to facilitate effective incident and change request processing. Tracking and escalations of all trouble tickets if it's not resolved with in SLA outlines.
- Events, alarms, and fault monitoring.
- Bridge management with different vertical teams.
- Coordinating with service providers like Reliance, Tata Communications, Bharti Airtel, Vodafone (Cable and Wireless), Sprint, Verizon, XO, Windstream, Century link for all the link related issues throughout the globe.
- Providing L1 network support to different clients.
- Bangalore
Education
Pre. University College - Computer Science
SBGNS Com Pre-University College
2013
Bachelor of Engineering - Electronics and Communication
M S Engineering College
01.2017
S.S.L.C - S S L C
SLS English High School
01.2011
Skills
- Operation Delivery Management
- Service Management
- Major Incident Coordination
- Change Management
- Problem Management
- Service Level Management
- Availability Management
- Good Understanding of OSI mode and TCP/IP protocol suite
- LAN, WAN, VLAN concepts, Routing, Switching
- Protocols: TCP/IP, FTP ,Telnet, SNMP, DHCP, DNS, OSPF, BGP, RIP, RIP2, EIGRP, IGRP
- Good Knowledge on Excel reporting
Certification
- ITIL V4 Foundation Certification in IT Service Management, 2023, GR671496887MM, PeopleCert
- DevOps Foundation Certified
- Scrum Master Certified
Languages
English, Kannada
First language
Telugu
Intermediate
B1
Hindi
Elementary
A2
Information on Work Exposure:
- Having 8 years of experience areas in the IT Infrastructure management.
- Strong Analytical Skills, Creative thinking and fast on the Job learner that helps to troubleshoot the technical problems quickly.
- Good communication and interpersonal skill
Disclaimer
I hereby declare that all the details furnished above are true to the best of my knowledge and belief.
Timeline
Major Incident Manager & Operational Command Centre team
Kyndryl Solutions
04.2022 - Current
Sr Infrastructure Engineer
Mphasis Pvt Limited
07.2019 - 04.2022
Network Support Engineer
InknowTech Pvt Limited
01.2018 - 06.2019
Pre. University College - Computer Science
SBGNS Com Pre-University College
Bachelor of Engineering - Electronics and Communication
M S Engineering College
S.S.L.C - S S L C
SLS English High School