Rahul Shende Email and Phone Number

 Manage incident management bridge calls with support teams, on-call support application teams, and management.  Perform confidently and authoritatively in the role of incident management subject matter expert and lead customer personnel in responding to fast paced incidents. Work as part of the Incident Management team to ensure that the performance of the team achieves the defined performance targets and KPIs Manage and drive all major and critical incidents and provide technical direction and coordination to the resolver groups involved. Drive all Severity 1 & 2 incidents to restore normal service operation as quickly as possible to minimizing business impact. SPOC for Incident communication for internal stakeholders. To ensure speedy resolution of all incidents. Monitor and manage the incidents/tickets till closure. Diagnose the root cause and determine the resolution to problems. Collaborate with all internal stakeholders to implement resolutions to prevent a recurrence. Maintain daily, weekly & monthly reports with regard to technology severity incidents.

 Manage incident management bridge calls with support teams, on-call support application teams, and management.  Perform confidently and authoritatively in the role of incident management subject matter expert and lead customer personnel in responding to fast paced incidents. Work as part of the Incident Management team to ensure that the performance of the team achieves the defined performance targets and KPIs Manage and drive all major and critical incidents and provide technical direction and coordination to the resolver groups involved. Drive all Severity 1 & 2 incidents to restore normal service operation as quickly as possible to minimizing business impact. SPOC for Incident communication for internal stakeholders. To ensure speedy resolution of all incidents. Monitor and manage the incidents/tickets till closure. Diagnose the root cause and determine the resolution to problems. Collaborate with all internal stakeholders to implement resolutions to prevent a recurrence. Maintain daily, weekly & monthly reports with regard to technology severity incidents.

Client: Reliance JioResponsible for Monitoring and Maintaining Production Servers, Databases, Applications, And Networks. Using tools like Orion SolarWind and OEM (Oracle Enterprise Manager), Solman (SAP Solution Manager), Applications Monitoring through HPBSM(HP Business Service Management) tool, Recharge Monitoring, App Dynamics, OMi, Splunk, Grafana, SASO and OSS Monitoring(Temip, NNMI, MyCOM, Granite, HPSM, Etc.). Worked on HPSM ticketing tool. Preparing a Roster for the team monthly. Holding weekly Team meetings to discuss improvement in process, new implementation in production, pending and escalated issues. Coordinating with Database, Unix, Application, Window, Network, and Incident Management Teams to resolve the issues and find out the Root Cause Analysis. Responsible for communicating and implementing the overall direction and management of the Monitoring Process. Participating in Bridge and conference calls to Discuss and resolve technical difficulties to save revenue impacts. Responsible for Maintaining and building status reports Regularly to Leads/Managers and other concerned Heads on a daily basis. Involved in Intimation, Informing, and Escalations of the Technical issue to the Leads/Circle Heads and Higher Management. Responsible for Sanity testing of all Jio Applications.

Responsible for intimation and escalation of alerts to the resolver team and higher management on the Client site (Reliance Jio). Responsible for the Intimation and Escalation of server issues as per the Escalation Matrix. Involved in Database, Server, Application, and Network Monitoring. Monitoring Alerts on Tools like Solarwinds, Splunk, Nagios, OEM, Solman, HPBSM, App Dynamics, and Recharge Monitoring. Monitoring Production Servers, Applications, Databases, and Networks on NextGenOps. Worked on HPSM ticketing tool. Responsible for Maintaining and building status reports Regularly to Leads/Managers and other concerned Heads daily.

 Responsible for intimation and escalation of alerts to the resolver team and higher management on the Client site. (Vodafone India). Responsible for the Intimation and Escalation of server issues as per the Escalation Matrix. Responsible for Monitoring and Maintaining Production Servers, Databases, Applications, and Networks. Experience with tools like IBM - Tivoli, Orion Solarwinds, Oracle Enterprise Manager, and BMC Remedy. Coordinated with Database, Unix, Application, Wintel, Network, and Incident Management Teams to resolve the issues and find out the Root Cause Analysis. Participated in Client calls to Discuss and resolve technical difficulties to save revenue impacts. Responsible for Maintaining and building status reports Regularly to Leads/Managers and other concerned Heads daily.