Narayan Sathyamurthy Email & Phone Number

Phoenix, Arizona, United States

Remote

Phoenix, Arizona Area

Cloud Operations

Phoenix, Arizona Area

Working for American Express client in Service Now operations

Participate in client discussions to understand the problems, articulate the same to the internal stakeholders, define and document the problem and support to get customer agreement, provide different options for problem identification in small projects in the guidance of Sr consultant.Conduct requirement workshops; understand the As -Is processes/ conduct Current System Study, identify high level process/system changes, lead small engagements and arrive at process, fit-gap analysis and requirement/assessment documentsFor low/medium complexity projects: Arrive at possible solution alternatives that factor in gap resolution, impact on related functional areas, user acceptability, technical feasibility and efficiency. (For PLM) Compare solutions from various PLM packages For low/medium complexity projects: Analyze requirements, support TO-BE design flows, Configuration Sheets, specification documents, Fit Gap analysis documentation etc. by using process/solution/ product knowledge, (For PLM) Conduct Business process modeling, data modeling, security and integration modeling in the context of PLM packagePerform configuration, conduct Conference Room Pilot (CRP), resolve requirement and solution design issues in the guidance of Sr Consultant. (For PLM) manage customization, configuration, data migration and integration of PLM package (For Infosys Labs) prepare plan for customization, algorithms, solution capabilities in line with customer requirements, resolve issues efficiently in the IP(For PLM) perform Non-functional requirements of the system(For Infosys Labs) perform simulation results and value models Follow the deployment project plan, resolve data migration issues, resolve cut over user issues, work in a team for various deployment activities for a smooth go-livePrepare training material for a smooth transition to the new system/processParticipate in RFP process for acquiring new projects.

Bangalore

• To make sure that all incidents are correctly prioritized according to the criticality and the business impact,• Sending outage communication to all the stakeholders for any planned or unplanned downtime.• Prepare the Major Incident Report (MIR) for all incidents with priority P1 & P2.• Initiate and lead the bridge call with the technical team, R& D and operations head for all P1 & P2 incidents. • Raise Requests for Change (RFCs) to resolve errors and prevent the recurring problems.• Monitor the progress on the resolution of errors.• Assist the Incident Management team in handling major incidents, and identify the root causes• Produce and review Incident Management metrics and other management information on IT service quality and customer satisfaction.• Identify trends and potential problem source.• Documentation of the Incident resolution in the tracking system

• Fixing the Day to Day Issues of Application Users • Monitoring the Incident Queue using HPSC (HP Support Center) Tool used for Ticket tracking system and making sure that TTO (Time to Own) and TTF (Time to Finish) has been met for all issues.• Involved in writing Sql queries to fix data issues as well as for generating reports. • Performing Application Deployment on Production (Move to Production) Environment.• Involved in updating the Knowledge base whenever an incident is recorded for the first time.• Produce and review Incident Management metrics and other management information on IT service quality and customer satisfaction.• Monitoring the Incident Queue using HPSC (HP Support Center) Tool used for Ticket tracking system and making sure that TTO (Time to Own) and TTF (Time to Finish) has met.• Monitoring the Incident Queue to keep a track of all the ageing/bouncing tickets.• Detection of possible problems and the assignment of them to the Problem Management team for them to raise problem records• Raising an RfC for urgent changes as a result of business critical failure. • Responsible for managing the training sessions with business users and project teams to gather obligation

Bachelor Of Engineering (B.Eng.), Electrical And Electronics Engineering

Electrical & Electronics

Education record