Thulasi Ram

Incident Management professional with nearly 6 years of experience in Major Incident Management, successfully managed over 100 + major incidents with an average resolution time of 2 hours. Having Strong foundational knowledge of traditional infra, Change management, Problem management and AWS cloud services.

Consultant (MS Nordics & MS UK) Capgemini Technology Service Dec 2021 – Present 

▪ Handling major incident process for 14 clients, providing each with prompt and accurate support. ▪ Managing major incidents and ensuring timely resolution within agreed service levels. ▪ Documenting key actions and events during the Bridge call. ▪ Opening outage bridges and being single point moderator for all P1 and P2 outages. ▪ Planning, execution, coordination with multiple teams, completion of transition/ outages on set time and status reporting. ▪ Preparing major incident report for all the high priority issues to discuss the resolution with SME’s of the resolver group and also to make sure whether the timelines are maintained for the P1/ P2 process. ▪ Worked with internal and external stakeholders to ensure effective communication and collaboration during major incidents. ▪ Daily calls with clients to discuss the major incidents which is pending with Vendor or in monitoring for a standard plan of action. ▪ To make sure the critical and major incidents are maintained with response and resolution SLA and also timelines are maintained for the communication and SMS which is shared to the stake holders.

HCL Technologies --Sep 2019 – Dec 2021

 ▪ Driving an incident to resolution through support engagement utilizing paging system and on call schedules. ▪ Ensure timely communication with stakeholders. ▪ Post incident documentation to assist problem management in RCA. ▪ Ensure proper escalation procedures are followed and correct support teams are engaged ▪ Ensure action tracker is sent for high priority incidents to make sure the members of the bridge are on same page ▪ Schedule weekly call with Tower manager and client to discuss the low lights and key highlights of priority incidents. ▪ Working knowledge of Unix and Windows ▪ Work with problem management to identify reoccurring incidents and support service improvement plans to negate reoccurrence of incidents.

TATA COMMUNICATIONS (VHR Solutions Contract) ----Jun 2018 – Sep 2019

 ▪ Monitoring and administration of Unix / Linux /Windows server. ▪ Monitor Production Server Health of different parameters ( CPU Load, Physical Memory, Swap Memory, Hard disk, MYSQL, HTTP service, Health State, and response time) via various monitoring tools. ▪ Performed alert optimization for repetitive alerts and implemented standard changes for alert optimization and resolution. ▪ Managing file system inconsistencies and disk space in both cluster and non-cluster environment and performing LVM administration. ▪ Co-ordinated with Hardware and OS vendors for critical troubleshooting. ▪ Knowledge of ITIL framework and processes.

EMINENT TECHONOLOGIES, Kalvi Group of Institutions ---------------

 Jul 2017 – Sep 2018 ▪ Support and plan system backups and data recovery strategies Installation and configuration of OS (windows and Unix). ▪ Install and upgrade hardware and software components of client systems, printers and digital equipment's. ▪ Analysing system logs and identifying potential issues with live production servers and recommend ways to optimize performance and provide solution to problems and prepare report. ▪ Responsible for planning, maintaining and supporting IT Infrastructure using Nimsoft monitoring tool. ▪ Maintaining SLA for all issue tickets raised by user.

Bsc. Computer Networking from Subbalakshmi Lakshmipathy College of Science, Madurai.