SRI SURYA KARTHIK GUBBALA DOB : 24-02-1995

Contact No. : - +91-9640649648

E-mail:- gsskarthik1995.sk@gmail.com

CAREER OBJECTIVE
To work in a firm with a professional work driven environment that should explore my skills , knowledge
and should have scope to improve my skills by fulfilling the organizational goals and that should show
difference from others.

EXPERIENCE
 Working as an ITIL Incident Management Analyst in IBM from Sep 2016 to till date(around
3.5years) which has led me to be a problem solver with emphasis in various areas of customer
service, training, as well as time management. This has allowed me to effectively support the policies
and procedures for protecting the production environments and corporate resources.

TECHNICAL SKILLS
 IT Operations & IT Service Management ,Incident Management,Technical Bridges
 ITIL-Compliant Applications and Ticketing Systems , Root Cause Analysis
 SQL-Oracle,MSWord,MSExcel,MS PowerPoint,WindowsOS,ITIL V3 foundation, Vendor
Management.
 Possess initiative and proactive approach to work with full ownership of results and/or consequences
if any.
 Ability to exhibit good interpersonal skills with team members, technical teams, managers, vendors
and users.

HIGHLIGHTS

 The primary responsibility will be creating and implementing change management strategies and
plans that maximize employee adoption and minimize resistance.
 Provide input, document requirements and support the design and delivery of training programs.
 Conduct impact analyses, assess change readiness and identify key stakeholders.
 Identify, analyze and prepare risk mitigation tactics
 Engage senior leaders, managers, supervisors, Manage stakeholders.
 Track and report issues in a change
 Also create communications plan, coaching plan, training plan, Roadmap of a change.
 We Support change management at the organizational level
 We design the Change Management process conforming to best practices and meeting the needs
of the organization.
 Monitor and review the execution of the change at a high-level, ensure it consistent with ITSM
 Manages and coordinates all activities necessary to control, track and audit Changes in the
environment.
 Exceptional communication skills both written and verbal. 
 Ensures Change status, progress and issues are communicated to the appropriate groups.
 Audits and manages the process lifecycle and reports to upper management
 Schedule Urgent CAB meeting when necessary
  Having solid understanding of how Infra goes through a change and the change process; business
knowledge and stakeholders involved
 Excellent active listening skills. 
 Ability to clearly articulate messages to a variety of audiences. 
 Ability to establish and maintain strong relationships. 
 Flexible and adaptable; able to work in ambiguous situations. 
 Experience with large-scale organizational change efforts.

TOOL AWARENESS

 Worked on below ticketing tools and has hands on experience the tool operation.
 Creating and Resolving Tickets as per priority and Severity
 Understanding the stringent SLAs and performing tasks accordingly
 Performing change activities with in time period.
1. Manage now
2. Maximo
3. Remedy
4. Hpov
5. Service Now
 Having knowledge on the below processes during their occurrences.
 Incident Management .

RESPONSIBILITIES

 Supporting Incident Management reporting

 Ensuring all reporting and data is delivered in a timely manner
 Develops monthly dashboards reporting on Availability, Incident, Problem, Change, Capacity
metrics.
 Provided exception reports and remediation plans when performance against Service Levels
indicated Service Provider underperformance or breach
 Worked to identify and manage risk; managed the Incident, Change and Problem management for
smooth operations of the applications
 Prioritise change requests and ensure all required details are present to resolve them.
 Highlight and follow up all emergency changes as per priority for on-time approval
 Maintained and directed incoming customer calls.
 Prepared documents and reports for meetings.
 Scheduled meetings, commenced meetings, and scribed.
 Communicated with senior level (PE, DPE and customer) with my strong verbal and written
communication skills
 Possessed Problem determination & analysis skills
 Plan and prepare Service Improvement plans SIPs.
 Preparing Defect Prevention Plans DPP by tracking consolidating pivoting.
 Performing Root Cause Analysis RCA of problems to avoid recurring incidents. Also took over
additional responsibilities as a Process Executive in analyzing and reporting the Call flow patterns
and the SLA (Service Level Agreement) metrics that result in the ultimate metric calculation of the
Project and also took responsible for training the team in networking devices.
 The role assigned mainly involves assisting L1 agents with regards to Troubleshooting, Customer
Support with extensive Decision making, Analysis and Interpretation of Product testing to debug
flaws.
  As a senior member, enacted roles for Team process and Handling Client Escalation Calls for
resolving critical issues.
 Extensively involved in supporting Team on tough times and increasing the productivity of work by
giving an Overall Quality of Support.
 Identifying and Preparing Service Improvement plans for all accounts under Manager in the pool,
Identifying incidents with high impact to the business, high cost etc and initiating and undertaking
service improvement programs. Identifying, Tracing, Solving Issues and Risks in account.
 Knowledge of MIS ( Management information system)
 Visibility of Performance on Key Metrics: The extent to which team performance is tracked and
communicated, so that all team members are constantly aware of how the team is meeting
objectives.
 Participating in Incident and meetings and reviews.
 Created, entered, and modified customer's requests within the departments' HP Tool.
 Review all processes carried out in the company and research for betterment
 Give training to employees to get accustomed with the change in procedures
 Study existing and upcoming projects, analyze associate risk, and plan ways to mitigate them
 Liaised between stakeholders, staff, and the management.

EDUCATIONAL QUALIFICATION

 Pursued BTech as a Mechanical Engineer in Pragathi Engineering College from 2012 to

2016,with an aggregate of 75.51%

DECLARATION

I do hereby declare that the above information is true to the best of my knowledge.

G.S.S.Karthik
(Signature)