1. UDAY KUMAR SASANAPURI
~ Mobile: +91-7755993789
~ E-Mail: udaykumar.sasanapuri@gmail.com
SENIOR LEVEL PROFESSIONAL
 IT Infrastructure Management  IT Operations
Technology Leader with 6+ years’ experience in IT Infrastructure Management, Change, Incident, Service Request and
Problem Management. Solid management skills, capable of leading & motivating individuals to maximize levels of
productivity while forming cohesive team environments. A keen strategist, planner and implementer with expertise in
devising strategies aimed at enhancing overall organizational growth, sustaining profitability of operations and improving
business performance. Gained basic knowledge on active directory, checking permissions and other access related
issues which are account specific, handling Escalations. Good working knowledge on Ticketing tools like BMC Remedy,
PeopleSoft CRM, etc.
Exceptional communicator, focused on building strong customer relationships. Sound knowledge and exposure to
business planning, IT Service Management, and process management methodology. A strategic planner with expertise
in swiftly ramping up IT infrastructure projects / programs on multiple platforms. Demonstrated abilities in leading and
guiding project teams to deliver projects to clients within specified schedule and budget. An effective communicator with
honed people management, analytical and problem-solving skills.
Key skills entail:
 IT Infrastructure Management  Major Incident, Incident, Problem and Change
Management
 SLA Implementation  People Management
 Incident Management  Service Transition
CORE COMPETENCIES
IT Infrastructure Management
 Framing information technology strategies to assist with future need, managing the technology resources of the
company, establishing a team, imparting orientation and training for them.
 Managing and handling relationship with key technology teams.
 Evolving new IT related standards, norms, usage policies and implementing them across the organization.
Incident / Problem / Change Management
 Ensuring that the goals of the incident management process are achieved; restoring normal service as soon as
possible based on customer perspective and within defined SLA.
 Detecting, logging, categorizing & prioritizing incidents and providing initial incident support.
 Closing incidents after verification from users, defining & planning separate procedures for major incidents and
ensuring adherence to SLA and priority based management.
 Identifying change requirements; defining change strategy and plan; organization impact & change readiness
assessment; risk assessment & action planning; communication interventions; stakeholder management
Project / Program Management
 Assuring high quality services & optimum resource utilization for maximum service quality.
 Liaising with present & potential clients for understanding their requirements, customizing the product and services
accordingly.
EMPLOYMENT DETAILS
Since Mar’15 working with CompuCom CSI India Systems Pvt Ltd as Business Systems Specialist (Client: Multiple
US and Canada clients)
Role: Incident and Problem Management

2.  Being a part of GTO Global Technology Operations, worked extensively to align and streamline the Problem
Management Process across various clients from US and Canada.
 Aiming for reduction in the no. of problem records and recurring incidents.
 Worked with Program Directors, Executives and Project Managers for successfully transitioning the Problem
Management process for Couple of clients.
 Handled the transition of Problem Management process for multi clients.
 Designed the Problem Management process flow according to ITIL terms.
 Implemented the Problem Management process with respect to best practices.
 Being a part of Systems Integration, managed the Problem Management part end to end.
 Performed root cause analysis with the 5 Why method (Best Practices).
 Initiated the Proactive Problem Management across clients.
 Received ‘BACK TO BASICS’ Certificate for implementing the Proactive Problem Management.
 Performed trend analysis to check major issues and recurring issues which can be potential problems.
 Conducted internal and client meetings to discuss action items, executive summaries, problem records, root cause
summaries etc. with respect to our Business objectives, goals and client expectations.
 Handled client escalations related to RCA done before the root cause due dates.
 Designed the root cause template and other operational documents.
 Managed the KEDB (Known Error Database) with updates.
 Created reports to check various workarounds and known errors linked to incidents and problem records.
 Created the process documents related to project execution, Continual Service Improvement, Best RCA Methods,
Cost and Savings analysis.
 Lead the teams from CompuCom’s side during client operational calls.
 Designed the profits generated or cost savings by implementing Problem Management in projects.
 Maintaining configuration Management Database with attributes of CI’s and their relationship with other CI’s.
 Work with the configuration manager to ensure that CMDB updates are completed, following implementation of
changes and any discrepancies are adequately investigated.
 Convinced clients with the trend analysis on Proactive Problem Management.
May’13 – Mar’15 with HCL Comnet India, (Client: One of the Top Bank in Switzerland) as Specialist
Since June 2013 – Nov 2014 HCL Singapore (Was with the same client and worked in the client location)
Role: Incident and Problem management
 Planning and organising DR exercise from HCL end
 Applying a structured methodology and leading change management activities
 Assessing the change impact and completing change management assessments; identifying, analysing, preparing
risk mitigation tactics
 Steering a team comprising of 8 members; designing and implementing incident and problem management process
and training the pilot team
 Accountable for managing incidents from low to high-severity across the entire Incident life cycle in accordance to
with resolution and restoration SLA
 Preparing reports such as Incident trend analysis, SLA reports and process related documents which helps team;
coordinating incidents requiring multi-vendor engagement
 Escalating to third party vendors for specified Incidents; conducting Incident trend analysis within the supported
production environments; evaluating incident records to ensure handling of incident
 Involved in:
o Following up on Incidents which do not meet the quality standards to prevent recurrence
o Determining if root cause analysis is required and initiate problem management
 Involved in ensuring that incident routing does not meet bottleneck and that appropriate resources have been
engaged to effectively investigate and diagnose critical incidents
 Engaged in comprehending SLA requirements and works to ensure those requirements are met when possible
 Driving conference calls with customer, Banks Internal teams and third party vendors
 Handling executive summaries for all Severity 1, Severity 2 and Severity 3 incidents (Incident Life Cycles) on business
requirements; conducting SOD and EOD calls
 Conducting Quality audits on all severity Incidents to make sure all tickets are up to standards
 Performing basic Problem management like follow-up on open problem tickets to make sure not breaching the target
date; scheduling and involving calls with the other parties to drive the problem task effectively

3. Accomplishments:
 Played a vital role in implementing the following new things for process improvement:
o Incident Ticket Quality with a template
o Huddle Board discussions
o A new format for application Health checks before SOD
 Instrumental in spreading process awareness among all the team members
 Handled SOD and EOD calls with the application support teams
 Efficiently prepared a standard format for Shift Hand overs; designed and introduced IM and PM work flow
 Contributed in designing and implementing incident and problem management process
Jul’11 – Mar’13 with Mphasis (Client: Franklin Templeton Investments) as Specialized Senior Infrastructure Engineer
Role:
 Accountable for determining and assigning the severity of the issue being reported according to company defined
standard severity definitions
 Involved in sending out opening, updated and closed service alerts to respective application and end users group;
establishing bridge calls and coordinating them during the down time of the applications or whenever there is a
change in place
 Carried out RCA (Root Cause Analysis) for Severity1, Severity2 and proactive Severity2 issues
 Evaluated implemented Changes and took part in the post implementation reviews to ensure they have met their
objectives
 Responsible for updating the process knowledge base regarding latest developments in tools and specifications,
project documents & providing process flows to implement the same
 Served as DR Specialist in Disaster Recovery Process (DR Exercise) which is run once in every six months across sites
 Recognized the relevant application and operations teams during an outage; provided respective application and
operations support on bridge call towards resolving the issue
 Handled maintenance of the Application support contacts on the shared database for future reference
 Oversaw account setups for FT employees across specific platforms and applications in Franklin Templeton’s
environments; handled Specialty Queues such as System Administration, Technical, Policy Helpdesk and Executive
Escalation Queue
 Planned and supported customer service levels with business users and IT partners through clear and concise
communications when handling problem tickets
Sep’10 – Jul’11 with IBM India Pvt. Ltd., (Client: AT&T) as Senior Technical Support Associate
Role:
 Handled voice based process for the corporate support AT&T, and Single Point of contact to all IT related issues on
Robust Environment and infrastructure
 Coordinated with various department for network issue with the various Server Teams to check for any outages, ETR
or issue
 Allocated ticket to right group UNIX or WINDOWS, WINTEL, CCM, MESSAGING and VERITAS
 Established bridge calls and coordinating them during the down time of the applications or whenever there is a
change in place
 Computed the business Impact based on the Application Severity; managed job challenges handling multiple skill-
set and appeals multi-tasking on various domains (IT Services, SBC, CINGULAR, ATNT, Bellsouth)
 Researching several Alerts and error message pertain to Share Drive, Exchange server, CRM Applications etc.
validating and updating on Group Team Chat, creating Master Ticket
 Preparing Shift schedules and monitoring new joiners calls and assisting them on call
 Being a part of the decision making in setting up internal SLA’s for the team in order to provide accurate and on-time
support to the client
PRECEDING TASKS
Aug’08 – Jul’10 with Kenexa Technologies (Client: In-house Process) as Helpdesk Engineer
Jan’08 – Aug’08 with Sutherland Global Services (Client: Dell) as Technical Support Engineer
Jan’06 – Dec’07 with Real Vision Info Solutions as Team Lead Sales

4. SCHOLASTICS
 B.Sc. (MPC) from Andhra University
 Pursuing MBA from Sikkim Manipal University
 ITIL V3 Foundation Certified Professional
PERSONAL DETAILS
Date of Birth : 17th August, 1985
Location Preference : Hyderabad, Bangalore and Pune
Languages Known : English, Telugu and Hindi
Marital Status : Married
Current Location : Pune, Maharashtra
Countries Visited : India and Singapore
Current Location: Pune
Date: (Uday Kumar Sasanapuri)