1. KARTHEEK VELAGAPUDI
2nd floor, Murali Vilas, Site No:28, RamakkaLayout,
Mahadevapura, Bangalore, Postcode:-560048
Mobile:+918197654444
Email:kartheek.velagapudi1988@gmail.com
Objective:
In questof a challengingpositioninanorganizationthatoffersme generousopportunitiestoexplore
& outshine myknowledge andexperience whileaccomplishingpersonal,professionalaswell as
organizational goals.
Education:
 Masters of ComputerNetworking,Sept2010-Nov2011, University of Greenwich,Kent,United
Kingdom.
 Bachelorof TechnologyinComputerScience Engineering,June2005-May 2009,
Jawaharlal NehruTechnological University,Hyderabad,India.
Experience summary:
3+ yearsof experience as IncidentManager(ITService Management).
Employment Details:
Currently workingas IncidentManageratTesco,from July2014 to till date.
PROFESSIONAL EXPERIENCE:
Project:GNOC-Enterprise ITServices.
Role:Incident,Problem&Change CoordinatorforEnterprise ITOperationsatGNOC.
Tools: MCC(Management Command Center), NSM(Network and Server Monitoring), SOI(Service
Operations Insight) CA-NSM, Big-Brother, Autosys, CA-Spectrum, Zendesk, ICCM Ticketing Tool, ,
xMattersNotifications.
Key ResponsibilitiesatTesco:
 Monitoring& resolvingnetworkRouters,switchesandAP(accesspoint) issues.
 MonitoringInfrastructure, Applications,Jobflow,Batches.
 Managing andun-managingServersregularly.
 Rebooting, restarting, powering on/off Dell servers DRAC for any issues with servers or
duringmaintenance.
 HandlingJobfailuresbyAutosystool.
 Experience inhandlingall P1andP2 incidentsforServerandNetworkrelatedissuesfor
India,USA,UK, Thailand,Korea,andMalaysia.

2.  As an Infrastructure Engineer, responsible for handling Servers, computers and network
issues.
 Checking IP addresses if the IP hits are received from known IP or is it a malicious
attacks/threats and vulnerabilities and employing counter measures like getting them
blockedinWAFfirewall andLoadbalancer( LB ).
 Good understanding of infrastructure technologies (Servers, Email and Messaging
Services and Networking, etc.)
 Checking Web Server and application Server health on daily basis and maintaining
them.
 Checking Server logs during server downtime and during website failure or at the time
of website errors and issues.
 Doing Sanity test of Websites.
 Putting up Critical communication messages on websites during Server and website
maintenance and during website errors and issues and removing them once the
issue/maintenance is taken care.
 Service Asset and Configuration Management
 Ensuring the pre-defined activities are aligned with the Change Management process
 Ensuring the CMS provides accurate and up to date information.
 Triggering an auditing process on the CMDB
 Issuing RSA tokens, RSA VPN connectivity issues and any further requests
 Cisco phone configurations through call manager, updating MAC address and setting
up voicemails
 Coordinating with service providers like Sprint, Westec, AME, Verisae, ITEK,
Verizon, Granite, Crosscom, NCR.
 Creating Individual mail ID’s and Distribution Lists through Active Directory.
 Scheduling vendor meet if the issue is not resolved individually.
 Making recommendations for Service Improvement Plans
 Developing a Service Asset and Configuration Management process model for the role
of Service Asset and Configuration Manager.
 Take ownership and manage all support cases via ticketing systems, provide regular
updates to end users/requesters and close tickets within agreed timescales.
 Clearly document investigative steps undertaken during threat analysis and incident
reportingforauditand internal knowledge base.
 ProvidingL2networksupportto differentclients.
 Co-ordinate withlevel3teamsand bringsthe issuestoclosure.Identifythe alertswhich
qualifytogo to nextlevel.
 Experience inhandlingHighpriority incidentsoutagesonadailybasis.
 Followthe managementdefinedIncident policies,processesandprocedures
 Follow up and coordinate incidents from incident logging tickets till closure
 Responsible forall coordinationforIncidentResolutionandrepair activities

3.  Maintain a Knowledge Base of all incidents occurred and workarounds available and provide
necessary information to Business users and clients in the event of a re-occurrence of the
Incidentandthusreducingthe downtime.
 Driving conference calls for obtaining RCA (Root Cause Analysis) pertaining to various
incidents.
 Send out daily incident reports to senior management and other stakeholders and organise
conference callsforfurtherdiscussions.
 Active ParticipationinProblemManagementandChange Managementprocess.
 Participate in Problem management service quality review call and prepare the action items
for each major Incident and ensure the action items are addressed within the stipulated
time.
 Reviewstatusof openIncidents ona regularbasis
Key Responsibilities at Mphasis:
 Coordinatingandmanagingof all Major incidents, SEV-1andSEV-2issues&Problems.
 Logging of all Incidents, Problem & Change records and other information’s. Tracking and
escalationsof all trouble ticketsif it’snotresolvedwithinSLA outlines.
 Identifyingthe impact,urgency andpriorityof incident,problem andchange requests.
 Monitoringof all infrastructure devicesthroughSolarwinds,Moatis& HP OV monitoringtools.
 Assetmanagementforall infrastructure management.
 Data centeroperationsforall Mphasislocationsacrossglobe
 Events,alarmsand faultmonitoring.
 Bridge managementwithdifferentvertical teams.
 Coordinating with service providers like Reliance, Tata Communications, Bharti Airtel, Data craft,
Vodafone (Cable and Wireless), Sprint, Verizon, XO for all the link related issues throughout the
globe.
 Creating,assigningandclosure of all Incident,problem,change andservice tickets.
 Followingof all ticketswiththe strictSLA guidelines.
 Takingoverall responsibilityforall incident,problem, change andservice calls.
 Preparingdaily,weeklyandMonthlyIncidenttracker.
 Manage and coordinate withlink upgradation/Downgradeandmodifying of activities.
 Responsible for sending all the incident notifications and communications as per escalation
matrix.
 ProvidingL1networksupportto differentclients.
 Setting up the bridge calls with all related teams for the effective co-ordination and resolving
the incidentandservice restoration.
 Continuouslyfollow-upwiththe supportteamforthe relevantnotificationupdatesasperSLA.
 Preparingof IncidentreportsandRootcause analysis reports(RCA).
 Participatinginthe EmergencyandWeeklyChange Control BoardMeetings.
 SchedulingEmergencyIncidentchange meetings.

4. Declaration:
I hereby declare that the above mentioned details are true to the best of my knowledge.
Date:
Bangalore.
(KARTHEEK)