Babitha bhanu allam allambabithabhanu@gmail.

com
+91- 9491934251

CAREER OBJECTIVE

Having 3.2 years work experience in ITIL Incident Management has led me to be a deep knowledge of
providing support to application configuration and good understanding of ITIL V3 lifecycle and process and
problem solver with emphasis in various areas of customer service, as well as time management. This has
allowed me to effectively support the policies and procedures for protecting the production environment
and corporate resources .Ability to coordinate with technical and non technical audiences , outstanding
skills of ITIL principles and ability to work with team environment

EDUCATIONAL QUALIFICATIONS

B. Tech in Computer Science and Engineering from V.K.R,V.N.B & A.G.K Engineering College, JNTUK Andhra
Pradesh in the year of 2016.

HIGHLIGHTS

Developed and delivered management value added consulting and strategic technology infrastructure
solutions for distributed and large scale data center heterogeneous environments :
□ IT service management (ITSM) based on ITIL best practices.
□ ITIL V3 Service strategy , Service Design , Service Transition ,Service Operation and Continual Service
Improvement .
□ ITIL V2 Service delivery and Service support area of service level, availability ,capacity financial and IT
Service continuity management ; Incident ,Problem , Change, Release , Configuration Management and
Service desk .
□ Organizational maturity and transformation .
□ CobIT framework best practices .
□ Business based macro level capacity planning .
□ Business Impact Assessment and Business Resumption / Disaster Recovery .
□ Enterprise Infrastructure Architecture and distributed system management , application Design ,
Reviews , storage and data modeling and migration , data center consolidation, operations Review and
managed care services .
□ 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.
□ Having a solid understanding of how Infra goes through a change and the change process; business
knowledge and stakeholders involved.
□ Flexible and adaptable; able to work in ambiguous situations.
□ Ability in coordinating with internal/external customers for running successful business operations .
□ Ability experience of implementing procedures and service standards for business excellence. □
Experience with large-scale organizational change efforts
□ Ability to establish and maintain strong relationships . The above services included the business strategies and
development plans , marketing , sales delivery and developing the appropriate delivery guides , collateral , and
training were needed
□

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

1. BMC Remedy

2. Service Now

● Having knowledge on the below processes during their occurrences.

● Incident Management.

CORE SKILLS

★IT Operations & IT Service Management ★Incident Management★ Technical Bridges

ITIL-Compliant Applications and Ticketing Systems ★ Root Cause Analysis ★MS Word ★MS Excel ★MS
PowerPoint ★Windows OS★ 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.

WORK EXPERIENCE DETAILS

Currently working as ITIL incident management for Adiwebtech Solutions from Aug 2016 to Till date.

RESPONSIBILITIES

□ Supporting Incident Management reporting

□ Ensuring all reporting and data is delivered in a timely manner
□ 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.
□ Take ownership of Major, P1 and P2 Incident and Problem Tickets and work with the technical
resolver teams for faster resolution.

□ 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
□ Responsible especially for P1, P2 & Critical Incident tickets, Problem, Request and Access
Management and to come up with new thoughts to make sure there are no CPI breaches.
□ Created, entered, and modified customer's requests within the departments' HP Tool.
□ Give training to employees to get accustomed to the change in procedures

□ DISCLAIMER

I hereby declare that the above-mentioned information is correct and true to the best of my knowledge and I
hear the responsibility for the correctness of the above-mentioned particulars.
Date: Allam Babitha bhanu.