Maruthi Madhav Korrapati

Email: korrapati.maruthimadhav@gmail.com
Mobile: +353 89 493 6261
    
 
 Summary
Senior IT support technician with 6 years of experience working with most reputed clients in industry
where I am expertise in ITIL, IT service management (ITSM), Service and infra operations. I aim to
enrich my knowledge and enhance my experience to contribute to the achievement of an
organizational objective by applying my professional skills.

Experience Summary

Company: HCL Technologies                                   Duration – Jan ‘22 to till date

 Role – Application Support
 Client – Bank of Ireland

Project Description: Application support in a very visible and highly demanding IT Operations
environment for SWIFT and Safewatch applications, on tracking issues, work with vendors on change
management, ultimately be fixed in future Releases and reduce the number of recurring issues.
Provided 2nd and 3rd level support on the applications.
Roles and Responsibilities:
 Supporting and managing SWIFT, Safewatch applications, making sure of 100% service
availability throughout 365 days

 Maintaining SWIFT Alliance Access, SWIFT Alliance Gateway, SWIFT Alliance Web Platform,
SWIFT Net Link components, Safewatch GUI, Application and Data base servers

 Analysing monthly SWIFT leased line, availability reports, analysing weekly SWIFT &
Safewatch health check reports (CPU, Memory, Uptime, Core dumps etc...)

 Resolving Business Users SWIFT, Safewatch access issues, group policy settings issue, Citrix
issues, Multi factor authentication issues, F5 load balancer patching/issue
resolutions/testing

 Applying SWIFT security patches, OS patches, performing SSL certificate renewals,

performed the Swift Standards upgrade

 Involved in Safewatch Database upgrade, monthly BIC files upload to Database

 Strictly adhered to the Incident, Change, Request, Problem, Alert/Event management

Response & the Resolution SLA’s
  Strong vendor management, regular interaction with SWIFT & EASTNETS (Safewatch
application)vendor regarding the issues, providing requested logs to the vendor, help them
in analysing the issue and narrowing down the resolution

 Well versed in ServiceNow tool for Incidents, Changes, Requests, Problems, Alerts/Events
tracking

 Accurately document all work performed through ServiceNow including details and
outcomes

 Supported ITSCM testing, including root cause analysis to resolve complex system problems

 Interaction with multiple teams for the successful change implementation/ PR discussions/
incident resolutions

Company: Cognizant Technology Solutions                                   Duration – Oct ‘20 to Dec ‘21
 Role – Network Administrator
 Client – Alliance Data Card Services

Project Description: To restore IT Services defined to our Service Levels as quickly as possible by
carrying out change implementations in network Test and production environments (PROD) by
strictly adhering to incident and change management guidelines and provide end to end L1-L2 level
network support.
Roles and Responsibilities:
 Configuring virtual servers, VIP, service groups, backend servers on Citrix Net scaler.

 Configuring and renewing SSL certificate from Venafi to server owners and converting them
in appropriate format.

 Knowledge in configuring and supporting monitoring tools for Citrix NetScaler such as NMAS

 Monitoring bandwidth utilizations for MPLS & internet links through Solarwinds

and systems infrastructure of the datacentres

 Troubleshooting & following with the ISPs related to MPLS WAN links and node down alerts
of routers and Vendor co-ordination to fix the WAN Circuit issues.

 Liaise with equipment suppliers (Cisco TAC) to manage RMA of defective equipment under
maintenance contracts.

 Change management – Raise change request, carry out risk assessment and provide detailed
implementation.
  Involved in handling Incident and Request management according to Priority.

 Health Check-up reporting daily, monthly and quarterly.

Company: IBM         

Project #2 Duration - Jul’18 to Sep ‘20

 Role - Senior Systems Executive
 Client -Patheon/Thermo Fisher Scientific

Project Description: Patheon is a US based client, a drug contract and development manufacturing,

later acquired by leading drug company named Thermo Fisher. Our team is responsible to provide
L1.5 infra support (support areas – Linux, windows, Network, Backup) to its servers 
Roles and Responsibilities: 
 Involved in managing Incidents, Alerts, Changes, Requests, Problem management process

 Service Now tool to create/track the tickets, strictly adhered to the Service Level
Agreements 

 Involved in Redhat Linux server patching process.

 Monitored and worked on volumes of alerts being generated for CPU, disk utilization for
various Unix servers.

 Compression and clearing of high space usage files on Linux servers

 Worked on password related issues for Zenmonitor Linux monitoring system

 Monitoring of Unix server alerts through alert management tools Attention and spectrum.

 SSL certificate renewal changes

 Versed in VMWare console, worked on CPU addition request, VM snapshots prior/post

patching, maintenance mode console through Zenoss tool

 Worked on requests raised to perform backups of the servers through Commvault  

 Configuring and Managing IAM Access for multiple user accounts.

 Troubleshooting on network issues of users and managing network alerts,

 Health Check-up reporting of network devices and backup reports daily, monthly.
Project #1 Duration – Dec’16 to Jun’18
 Title - Incident Management
 Client - UBS Global Operation Centre

Project Description: Our team is responsible to handle incidents and provide logistics to high priority
incidents (Sev-1, 2, 3). Checking GSNOW status and updating the support teams whenever required.
Engaging the right teams to work on the issue and facilitating conference calls and providing
escalation support.

Roles and Responsibilities:

 Collaborate with the infra- teams to perform project tasks in support of large projects

 Facilitating inputs for Production assurance calls at the start of business for different regions.
 Handling calls and escalating the incident to higher management to make sure the incident
duration to be low and to mitigate business impact.
 Ensure that all of the incidents ongoing in every stream are addressed, tracked and driven
for resolution.
 Responsible for escalating day to day issues and functional queries.
 Establish and maintain collaborative working relationships with functional counterparts of
the other different streams.
 Managing Critical Incidents for entire UBS Account
 Received “Rookie of Mission Control” for best number of activities and appreciations from
clients and stakeholders in the process

Skills
 Strong knowledge of ITIL processes and Service Delivery Management - Incident
Management and Change Management.

 Excellent written and oral communication skills with attention to detail

 Excellent interpersonal skills and the ability to work collaboratively

 Detailed knowledge on networking and related tools

 Basic Windows server administration experience with specific knowledge 

 Ability to multi-task and prioritise knowledge

Tools
 Network Tools – Solarwinds, Tuffin, Infoblox
  Alert Management tools – Attention, Spectrum

Certifications
 CCNA certified

 ITIL certified

Academic Qualification

 Bachelor of Technology in Electronics and Communications Engineering - JNTUA

University (EEE) - 2012-2016