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    Babitha ITIL 3yr Exp

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    Susheel Kumar
    The document provides a summary of Babitha Bhanu Allam's career objective, educational qualifications, skills, and work experience in ITIL incident management. She has over 3 years of experience in incident management and a strong knowledge of ITIL processes and frameworks. Her current role involves supporting incident management reporting, ensuring service level agreements are met, prioritizing change requests, and owning high priority tickets. She has experience working with ticketing tools like BMC Remedy and ServiceNow.

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    Babitha ITIL 3yr Exp

    Uploaded by

    Susheel Kumar
    96 views4 pages
    The document provides a summary of Babitha Bhanu Allam's career objective, educational qualifications, skills, and work experience in ITIL incident management. She has over 3 years of experience in incident management and a strong knowledge of ITIL processes and frameworks. Her current role involves supporting incident management reporting, ensuring service level agreements are met, prioritizing change requests, and owning high priority tickets. She has experience working with ticketing tools like BMC Remedy and ServiceNow.

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    Babitha ITIL 3yr Exp (1)

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    The document provides a summary of Babitha Bhanu Allam's career objective, educational qualifications, skills, and work experience in ITIL incident management. She has over 3 years of experience in incident management and a strong knowledge of ITIL processes and frameworks. Her current role involves supporting incident management reporting, ensuring service level agreements are met, prioritizing change requests, and owning high priority tickets. She has experience working with ticketing tools like BMC Remedy and ServiceNow.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    96 views4 pages

    Babitha ITIL 3yr Exp

    Uploaded by

    Susheel Kumar
    The document provides a summary of Babitha Bhanu Allam's career objective, educational qualifications, skills, and work experience in ITIL incident management. She has over 3 years of experience in incident management and a strong knowledge of ITIL processes and frameworks. Her current role involves supporting incident management reporting, ensuring service level agreements are met, prioritizing change requests, and owning high priority tickets. She has experience working with ticketing tools like BMC Remedy and ServiceNow.

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    Babitha bhanu allam allambabithabhanu@gmail.

    com
    +91- 9491934251

    CAREER OBJECTIVE

    Having 3.2 years work experience in ITIL Incident Management has led me to be a deep knowledge of
    providing support to application configuration and good understanding of ITIL V3 lifecycle and process and
    problem solver with emphasis in various areas of customer service, as well as time management. This has
    allowed me to effectively support the policies and procedures for protecting the production environment
    and corporate resources .Ability to coordinate with technical and non technical audiences , outstanding
    skills of ITIL principles and ability to work with team environment

    EDUCATIONAL QUALIFICATIONS

    B. Tech in Computer Science and Engineering from V.K.R,V.N.B & A.G.K Engineering College, JNTUK Andhra
    Pradesh in the year of 2016.

    HIGHLIGHTS

    Developed and delivered management value added consulting and strategic technology infrastructure
    solutions for distributed and large scale data center heterogeneous environments :
    □ IT service management (ITSM) based on ITIL best practices.
    □ ITIL V3 Service strategy , Service Design , Service Transition ,Service Operation and Continual Service
    Improvement .
    □ ITIL V2 Service delivery and Service support area of service level, availability ,capacity financial and IT
    Service continuity management ; Incident ,Problem , Change, Release , Configuration Management and
    Service desk .
    □ Organizational maturity and transformation .
    □ CobIT framework best practices .
    □ Business based macro level capacity planning .
    □ Business Impact Assessment and Business Resumption / Disaster Recovery .
    □ Enterprise Infrastructure Architecture and distributed system management , application Design ,
    Reviews , storage and data modeling and migration , data center consolidation, operations Review and
    managed care services .
    □ Manages and coordinates all activities necessary to control, track and audit Changes in the
    environment.
    □ Exceptional communication skills both written and verbal.
    □ Ensures Change status, progress and issues are communicated to the appropriate groups.
    □ Having a solid understanding of how Infra goes through a change and the change process; business
    knowledge and stakeholders involved.
    □ Flexible and adaptable; able to work in ambiguous situations.
    □ Ability in coordinating with internal/external customers for running successful business operations .
    □ Ability experience of implementing procedures and service standards for business excellence. □
    Experience with large-scale organizational change efforts
    □ Ability to establish and maintain strong relationships . The above services included the business strategies and
    development plans , marketing , sales delivery and developing the appropriate delivery guides , collateral , and
    training were needed
    □

    Tool Awareness

    ● Worked on below ticketing tools and has hands on experience the tool operation.
    ● Creating and Resolving Tickets as per priority and Severity
    ● Understanding the stringent SLAs and performing tasks accordingly

    1. BMC Remedy

    2. Service Now

    ● Having knowledge on the below processes during their occurrences.


    ● Incident Management.

    CORE SKILLS

    ★IT Operations & IT Service Management ★Incident Management★ Technical Bridges


    ITIL-Compliant Applications and Ticketing Systems ★ Root Cause Analysis ★MS Word ★MS Excel ★MS
    PowerPoint ★Windows OS★ ITIL V3 foundation ★ Vendor Management.
    □ Possess initiative and proactive approach to work with full ownership of results and/or consequences if
    any.
    □ Ability to exhibit good interpersonal skills with team members, technical teams, managers, vendors
    and users.

    WORK EXPERIENCE DETAILS

    Currently working as ITIL incident management for Adiwebtech Solutions from Aug 2016 to Till date.

    RESPONSIBILITIES

    □ Supporting Incident Management reporting


    □ Ensuring all reporting and data is delivered in a timely manner
    □ Provided exception reports and remediation plans when performance against Service Levels indicated
    Service Provider underperformance or breach
    □ Worked to identify and manage risk; managed the Incident, Change and Problem management for
    smooth operations of the applications
    □ Prioritise change requests and ensure all required details are present to resolve them.
    □ Take ownership of Major, P1 and P2 Incident and Problem Tickets and work with the technical
    resolver teams for faster resolution.

    □ Highlight and follow up all emergency changes as per priority for on-time
    approval □ Maintained and directed incoming customer calls.
    □ Prepared documents and reports for meetings.
    □ Scheduled meetings, commenced meetings, and scribed.
    □ Communicated with senior level (PE, DPE and customer) with my strong verbal and written
    communication skills.
    □ Possessed Problem determination & analysis skills
    □ Responsible especially for P1, P2 & Critical Incident tickets, Problem, Request and Access
    Management and to come up with new thoughts to make sure there are no CPI breaches.
    □ Created, entered, and modified customer's requests within the departments' HP Tool.
    □ Give training to employees to get accustomed to the change in procedures

    □ DISCLAIMER

    I hereby declare that the above-mentioned information is correct and true to the best of my knowledge and I
    hear the responsibility for the correctness of the above-mentioned particulars.
    Date: Allam Babitha bhanu.

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