Hi There,
I'm Vanamali Matha
I am into Associate Consultant - Field Service Dispatch and Call Coordinator|
About Me
I am into Associate Consultant - Field Service Dispatch and Call Coordinator|
About Me
Greetings!
Experienced IT Service Management Analyst with 3 years in Incident, Problem, Change, Asset and Knowledge Management. Skilled in leading teams to swiftly resolve critical issues, minimizing business disruptions. Proficient in ITIL, ServiceNow, JIRA, and SharePoint, with a strong record in project management and stakeholder communication. Recognized for top performance and awarded for excellence. Certified in ITIL v4 Foundation and Google Cloud, with a focus on continuous improvement.
As a Service Delivery and Field Dispatch Coordinator, I ensure seamless operations and top-tier customer service. Responsibilities include incident handling, problem solving, change management, and efficiently managing field operations and resources. Strong in ITIL-based service management, scheduling, communication, and problem-solving, ensuring reliable service delivery. Expert in stakeholder management, fostering teamwork, and optimizing operational efficiency.
Pomeroy : Associate Consultant - Field Service Dispatch and Call Coordinator -
• As the Field Service Dispatch and Service Delivery Operations Coordinator at Pomeroy, my role revolves around orchestrating seamless operations within the IT service delivery domain. With a keen focus on optimizing efficiency and effectiveness, I leverage my expertise in project management and IT service management (ITSM) operations to ensure that every facet of the service delivery chain functions smoothly. Being ITIL certified, I bring a structured approach to problem-solving and service enhancement initiatives. My primary objective is to elevate both field service dispatch and IT infrastructure analysis, driving towards enhanced performance and customer satisfaction. Responsible for overseeing and managing the dispatch of field service technicians, ensuring efficient and timely service delivery to clients. This role involves coordinating schedules, optimizing resource allocation, and maintaining effective communication between the field team and clients/customer satisfaction.
• Engaged in weekly meetings/calls with senior leadership and technical teams to address SLA failures and strategize future actions. Defined specific metrics to measure performance, such as up-time, response time, resolution time, and availability, ensuring quantifiable and measurable indicators.
• Conducted knowledge transfer (KT) sessions to empower new team members and support staff with the essential skills for effective incident management responsibilities. Regularly reviewed performance metrics of IT infrastructure and played a pivotal role in contributing to performance reports
DXC Technology : IT Infrastructure Services Analyst (ITSM) -
• Executed efficient RITMs, Change, and Incident Requests using ServiceNow ensuring global asset transitions with minimal downtime and collaborated with internal and external teams for successful project outcomes.
• Coordinate end-to-end response to respond incidents, assessing severity, implementing mitigation activities, communicating across the organization, and ensuring proper documentation
• Managed changes pertaining to the Continuous Integration (CI) uplift and hosting requests for the database (DB) account, overseeing responsibilities ranging from planning, assignment, and follow-up to coordination and stakeholder engagement. Successfully ensured seamless asset transition and effective change management across global data centers.
• Managed the entire ITIL Incident Management lifecycle, resolving priority incidents swiftly, resulting in improved system availability and customer satisfaction.
• Empowered a team of 5 individuals in the comprehensive oversight of Incidents, Service requests, Change processes, and problem resolutions across IT and critical vendor service lines. Implemented prompt, decisive, and effective solutions to address issues efficiently
• Oversaw Problem Review calls, delegated ticket resolution, and ensured adherence to SLAs, reducing breaches, and improving customer experiences.
• Implemented proactive monitoring of Incident and Problem Management KPIs, leading to faster incident response times and more efficient problem resolution.
• Identified root causes of operational disruptions and implemented preventive measures to reduce downtime and increase productivity.
• Developed and executed change management strategies, resulting in successful system upgrades and improved user adoption.
• Ensured alignment between Major Incident and Emergency Change processes, advocating for change management inclusion in incident response.
• Initiated a ”Post-Incident Review” process after the incident resolution, facilitating insights for the Problem Management team to conduct Root Cause Analysis (RCA). Ensured punctual delivery of management reports and dashboards, meticulously reviewing for accuracy and completeness. Collaborated with the resolving team to ensure timely submission of RCA, meticulously reviewing and documenting all potential reasons, and proposing changes for problem records.
• Attended weekly Change Advisory Board (CAB) meetings, actively contributing to the review, and planning of change related activities.
• Actively participated in over 50 change review meetings, significantly contributing to effective decision making and maintaining alignment with project objectives.
• Coordinated with Resolving Groups, Support teams, vendors, and Third-Party Organizations to promptly resolve high-priority incidents, mitigating operational impacts.
• Led conference bridge calls for Major Incident resolution, acted as a Single Point of Contact (SPOC) for P1 and P2 Incidents and facilitated daily, weekly, and monthly governance calls with technology teams.
• Prepared a monthly report of all major incidents along with other lower-priority incidents and service requests that were logged, and resolved, pending considering SLA and OLA to submit to the Management and Client. Take necessary actions on the pending incidents so that they can be resolved.
• Acted as part of the Editorial team for the Knowledge base on SharePoint, informed resolving groups about SOP updates, and facilitated periodic reviews for Knowledge Database maintenance.
• Led the optimization of 300+ Configuration Items (CIs) within the CMDB, implemented a data validation process, and engineered a comprehensive process for managing relationships between IT assets and CIs.
• Acted as a focal point for all Standard change-related activity and handled all change-related activity related to Server migration, Active Directory Profile Management, and User Access Management, under organizational Scope.
• Generated weekly and monthly reports encompassing all executed, canceled, failed, or rolled back standards, nonstandard, and emergency changes for submission to both management and the client. Additionally, compiled monthly reports detailing all logged Problem tickets to document root causes (RCA) within the known error database. Updated Problem KPIs for internal and external submission to facilitate discussions on Service Level Reporting (SLR) and enhance Problem Management processes
• Engaged in weekly meetings/calls with senior leadership and technical teams to address SLA failures and strategize future actions. Defined specific metrics to measure performance, such as up-time, response time, resolution time, and availability, ensuring quantifiable and measurable indicators.
• • Conducted knowledge transfer (KT) sessions to empower new team members and support staff with the essential skills for effective incident management responsibilities. Regularly reviewed performance metrics of IT infrastructure and played a pivotal role in contributing to performance reports
age: 24
Company : DXC Technology
email : vanamali121@gmail.com
place : Vizag, India-532127
Education is not the learning of facts, but the training of the mind to think.
• Initiated Requests for Change (RITMs) using ServiceNow, ensuring a seamless global transition of vital assets.
• Developed and sustained IT Service Management (ITSM) process reporting, enhanced workflows, and contributed to ITSM tool improvements.
• Applied expertise to design workflows and automate services on the ITSM platform.
• Led the removal of VMAX 60K units from the data center, collaborating with vendors to meet implementation dates and finalizing plans for upcoming activities with the data center. Initiated Change requests for data sanitization, SAN, network removal, power down, and electrical earth strap removal. This resulted in the liberation of 300 x 42U Rack spaces and released 13.3Kw derated power per unit, contributing to heightened operational efficiency and cost savings. Regularly reported progress updates to the Project Manager.
• Collaborated with multiple clients to manage incidents and service requests. Proactively engaged in Incident, Change, and Problem management, addressing major incidents and outages. Conducted audits and communicated updates to clients, initiating bridge calls for troubleshooting and hosting Business as Usual (BAU) and Change Advisory Board (CAB) meetings
• Formulated efficient follow-up processes for change approvals with application and technical teams through email communication
• Gather pertinent data and artifacts for Incident Response and address and resolve production-related outage tickets.
• Take charge of post-escalation tasks for outage tickets, including identifying and linking root cause items and approving documentation of business impact.
• Performed proactive monitoring of alerts from various servers and network devices, executing operations on incidents based on requirements. Handled high and low-priority incidents under business requirements and SLAs, liaising with concerned teams for issue resolution and client updates.
• Led the GCP Readiness Kick-off Program, enhancing proficiency for over 100 employees in Google Cloud Platform technologies.
• Utilized leadership skills to design and oversee cloud platforms across multiple account/project and organizational tiers.
• Actively engaged in practical application of server less technology such as GKE and Docker for streamlined application deployment
• Designed, deployed, and managed cloud infrastructure and services using Kubernetes, Cloud, and Linux, prioritizing scalability, reliability, and security.
• Implemented and fine-tuned container orchestration with Kubernetes for diverse applications, enhancing scalability and reliability.
• Collaborated with cross-functional teams to define and prioritize cloud-related projects, aligning initiatives with business objectives.
• Enhanced CI/CD pipelines by implementing improvements and leveraging GitLab CI for automated deployment processes.
• Utilized tools like Migrate for Compute Engine (Velostrata), Terraform, and Google Admin console for efficient VM migrations from AWS to GCP.
• Developed expertise in configuring AWS instances for migration, including setting up migration service accounts and demonstrating successful cross-cloud VM migration capability between AWS and GCP.
• Hands-on experience in implementing and optimizing DevOps tools like Jenkins, as well as CI/CD pipelines using GitLab CI for streamlined automated deployment processes.
May 2024 - Present
Pomeroy : Associate Consultant - Field Service Dispatch and Call Coordinator -
Pomeroy : Associate Consultant - Field Service Dispatch and Call Coordinator -
• As the Field Service Dispatch and Service Delivery Operations Coordinator at Pomeroy, my role revolves around orchestrating seamless operations within the IT service delivery domain. With a keen focus on optimizing efficiency and effectiveness, I leverage my expertise in project management and IT service management (ITSM) operations to ensure that every facet of the service delivery chain functions smoothly. Being ITIL certified, I bring a structured approach to problem-solving and service enhancement initiatives. My primary objective is to elevate both field service dispatch and IT infrastructure analysis, driving towards enhanced performance and customer satisfaction. Responsible for overseeing and managing the dispatch of field service technicians, ensuring efficient and timely service delivery to clients. This role involves coordinating schedules, optimizing resource allocation, and maintaining effective communication between the field team and clients/customer satisfaction.
• Engaged in weekly meetings/calls with senior leadership and technical teams to address SLA failures and strategize future actions. Defined specific metrics to measure performance, such as up-time, response time, resolution time, and availability, ensuring quantifiable and measurable indicators.
• Conducted knowledge transfer (KT) sessions to empower new team members and support staff with the essential skills for effective incident management responsibilities. Regularly reviewed performance metrics of IT infrastructure and played a pivotal role in contributing to performance reports
Sep 2021 - Jan 2024
DXC Technology : IT Infrastructure Services Analyst in Cloud & ITO -
• Executed efficient RITMs, Change, and Incident Requests using ServiceNow ensuring global asset transitions with minimal downtime; collaborated with internal and external teams for successful project outcomes.
• Coordinate end-to-end response to respond incidents, assessing severity, implementing mitigation activities, communicating across the organization, and ensuring proper documentation.
• Managed changes pertaining to the Continuous Integration (CI) uplift and hosting requests for the database (DB) account, overseeing responsibilities ranging from planning, assignment, and follow-up to coordination and stakeholder engagement. Successfully ensured seamless asset transition and effective change management across global data centers.
• Responsible for Organizational Change Management and Communications for Projects and Review Change Implementation Plan, Categorize and create Standard Changes templates that are required to be implemented in the client infrastructure.
• Chase the Change implementing team after required approvals are received for the changes from the service owners for changes to be performed. Schedule the Change timings after consultation with the required parties that must be implemented and Maintain Track of all Changes created, scheduled, and executed.
• Act as primary Incident Coordinator for all internal Critical issues affecting infrastructure, Assign Severity & Priority to Major Incidents and manage Incidents and ensure minimal disruption to the service. Detecting, logging, monitoring and escalating incidents and alerts to delivery support team or third party and senior management where appropriate investigation is required. Send incident notifications to the end user and support teams and documents that contain detail information.
• Coordinate with Resolving Groups, Support teams, vendors, and all Third-Party Organizations whenever a high Priority incident is being raised for restoration for all incidents/issues within mentioned Service Level Agreement (SLA) with minimum distraction to the business.
• Provide exceptional customer service through timely communication, professionalism, and strong sense of urgency to customer stakeholders and executive management providing feedback on areas of improvement to facilitate expediting incident resolution. Use Escalation matrix appropriately to get appropriate level of focus from technical teams and management.
• Investigate on the root cause of all the major incident and reoccurring issues for permanent fix and prepare and maintain Known Error Database. Coordinate with the resolving team for submission of the RCA in the mentioned SLA and follow up with them so that the action stated in RCA can be performed to minimize the issue reoccurrence and permanent fix. Review and document RCA with all possible reasons for cause of the issue and provide it to the client to propose for any changes needed to be executed for the Problem record.
• Prepare Monthly report of all Problem tickets logged so that root cause of issues is documented in known error data base. Update the Problem KPI’s to be submitted internally and externally to the customer to discuss for Service Level Reporting SLR and improve Problem Management Processed.
• Managing and updating Configuration Items (CIs) in the CMDB as a supporting role. Populating and ensuring accuracy of required fields for all registered CIs in the CMDB. Handling Original CIs and reviewing operational and non-operational configuration items. Assisting in discovering, controlling, and tracking relationships/dependencies between IT assets and Configuration Items. Providing Support in discovering, controlling, and tracking relationships/dependencies between IT assets and CIs, working with support teams, product owners, and service managers.
• Act as a part of Editorial team for Knowledge base data present on the SharePoint for the users for quick reference to all the required inquiries and information. Inform the resolving groups to create/delete/modify the SOP’s present on the Knowledge Database after Periodic reviews. On behalf of Knowledge Manager inform the Knowledge Owner about the documents to be approved/rejected/retired from Knowledge database. Ensure and maintain to provide access to relevant Knowledge user to access Knowledge Database by creating the required profile on Knowledge Database.
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