Likhith M Email & Phone Number

Greater Bengaluru Area

• Liaising as a Major Incident Manager for Oracle cloud infrastructure• Proficiently handled major/priority incidents for OCI service teams and cloud customers• Spearheading the bridges to mitigation and ensuring the teams are aligned to mitigate the issue• Carried out large-scale outages impacting the entire region and ensuring the leadership is aware & are actively participating in the bridge • Correlated with the service teams to resolve new region build issues for the upcoming Oracle cloud data centres• Promptly communicated the steps with the customers & stakeholder teams and mitigating process issues• Prepared & circulated incident reviews with service teams to determine the accuracy of the updates on the incident ticket• Conducted qualitative assessments and rating the ticket hygiene accordingly• Devised weekly reports to highlight any anomalies during the Sev1/Sev2 calls and suggesting workarounds and alternative suggestions to optimise the process• Coordinated with the SaaS application teams during outages with the underlining infrastructure• Ensured continual improvement is in place during the outages by assigning CAPA to root cause teams to work on improving and optimising the process• Precisely developed process and learning materials for mentoring and quality improvement functionalities

Bangalore

• Liaised as an Incident Manager for Global Incident Management of Accenture• Carried out major/priority incidents for various delivery centres across all regions, including APAC, EMEA, and North America• Initiated and handled priority calls and collaborated with several internal teams for the resolution• Followed up with the escalation process & fixed the bugs, and provided initial RCA adhering to the observations on the bridge call• Emphasised risks & issues in actions identified during any significant incidents and evaluated recovery actions• Recommended workarounds & methods for accelerating the recovery process & following up for better resolution• Modified customer requirements and mitigated the risks & coordinated with the change management team during change activities

Bengaluru Area, India

• Liaised as an Incident Life Cycle Coordinator for shared Accounts E.ON and TNT• Carried out critical incident management (P1/P2) and initiated SMT bridge calls with multiple technical teams to engage DXC & client teams for promptly resolving issues• Developed IMPACT, case ageing, and violation reports and shared the same with the Operations & Management• Coordinated as a Team Lead & SME and performed weekend floor support• Extended assistance to the desk in minimising the open volumes by following up on incidents and request tickets with the end-users• Ensured continued maintenance and carried out bug fixes & patch sets for existing applicationsJob Title: Technical Solution RepresentativeCompany: Hewlett Packard, Location, IndiaAug 2015 – July 2017 • Performed troubleshooting activities and interacted with customers on-prem & cloud hosted servers• Efficiently handled escalated calls and provided technical support to the end-users• Installed data card, including VPN data card, Citrix, VPN troubleshooting, configured cloud-based servers, and performed networking & troubleshooting• Created & managed domains and user accounts and assigned access rights & permission at the IAM level• Configured Microsoft Outlook Express, troubleshot backup issues, installed office packages, supported Microsoft application software & peripherals, and mainframe printers