Krishna K

Currently working since 16th March 2015 till date.

Have worked in different roles and below are few of my responsibilities

Application Data Manager (IT Owner)

· IT owner for 160+ applications accessed globally, handling all the application management activities for all the apps under scope.

1. User access Reviews (execution, audits, analysis and Escalations to and from Stake holders) creating Remedy tickets to the team and followups with in SLA.

2. Disaster Recovery (managing end to end services along with Stake holder Management) working on DR workbooks, BIA reports, reviews etc

3. Technical Quality and Control self-assessments, help in Business impact analysis (Creation, execution, audits and handling escalations)

4. Server and Database mapping coordinating with infra and support teams, informing SDA and SDMs etc., Updating the CMDB (Remedy) via tickets

5. Identifying the servers and databases via the Asset management console

6. Lifecycle Management of both applications and their infrastructure,

7. Handling Application LCM in specific to CASC and CAN Businesses

8. Maintaining a strong, healthy and results driven Stakeholder management as well as maintaining the Data Quality (Data accuracy of apps)

9. Handling ARM records for apps and track them till go live. Update the system of records.

10. Application Onboarding and Decommission of apps, handling NSR requests and exceptions.

· Tracking the Remedy Tickets, escalations, for different apps to solve the difficult issues in a timely manner.

· Extracting the Remedy reports for other teams via Netasthra tool and help in analytics for the best practices.

· Updating the AOD Process document preparation for the overall process and procedures to follow by the team for smooth flow of daily Operations.

· Maintaining the overall Data quality which has both the internal and External Audits. Helping the audit team with the proofs, escalations whenever required.

· Engaging with different Teams, different Business units, internal and external stake holders to gather the required information for any application, analyzing the details, identifying the gaps in process to avoid non-compliance.

Support Specialist:

· Till 2018, Supporting Cargill Meat solutions applications, Citrix, Active Directory, Tomcat sites, servers and databases for the applications.

Change Coordinator:

· Worked on Monthly and Quarterly Releases, Involved in CAB and e-CAB meetings on a regular basis.

· Worked in Major incident Management Team- roles like handling escalations, conducting audits, process designing etc.,

· Stake holder engagement is the key role here with different businesses to ensure process compliance and adapting new procedures.

· Manages improvements and process changes, communication, and training of relevant stakeholder

· Creating Knowledge base Articles for the new processes and handling IMAC requests in-particular which helps in Lifecycle management.

· Provide input to Service Desk, Incident, Problem, Change & Asset Management regarding Continuous Improvement opportunities

· Ensured compliance to all contractual Service Levels for IT processes

· Maintain established service level agreements to meet customer expectations and quality standards

· Generating Reports for Aging tickets, escalating to the right team with priority and continuously following up until closure.

· Producing Problem Management Reports and Management Information

· Identifying Trends and Potential Problem sources (by reviewing incidents and problems)

· Following up issues and progress with Problem Assignee where necessary

· Identifying resource needed to resolve problems and providing RCA

• Worked flexible hours across night, weekend and holiday shifts.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Resolving the problems for Verizon users related to Internet access, internet slowness, Verizon Modem issues etc.,
• Computer issues related to latency, performance etc.
• Resolving Verizon Modem and third party Router issues along with their installation/configuration.
• Handling Escalations and helping peers with call control& troubleshooting
• Conducted process trainings to new hires.