My role as a Technical Problem Manager entails being a single point of contact for multiple problem records related to various technical issues. I am involved in conducting timely meetings with technical teams to discuss the root cause and provide root cause analysis within a defined deadline. To drive my RCAs, I make use of 5-Why's and Fishbone analysis. I maintain the inventory of problems and their current progress and status, adhering to ITIL principles. Based on the aggravating factors for incidents, I work with many technical and nontechnical teams as well as leadership to bring improvements to the existing infrastructure and ITSM processes. I make extensive use of tools like AppDynamics, LogicMonitor, Grafana, and PowerBI reports to proactively check infrastructure health and identify issues and drive through process improvements. I am well versed with ServiceNow, Microsoft Excel, and PowerPoint and make use of these tools to analyze and document trend-analysis and present them to the leadership.

I was involved in managing Level 2 incidents, MI, and changes on AWS and Azure cloud platforms. I was also responsible for monitoring and adjusting thresholds for a plethora of services hosted on the cloud using PagerDuty, YAML, and Terraform. I had been assigned the responsibility of creating POC(Proof of Concept) knowledge base, Standard Change records, and RFC documents. I have also had a chance to work on problem cases and have thus been experienced in creating RCA documents as well as managing the entire problem cycle. I have worked with configuration management tools ie. Chef and IAAC-Terraform. Owing to quickness and accuracy in resolving issues, I received positive Customer Satisfaction Responses(CSATs) throughout my tenure.