1. SriHarikha Giri
Email:srigirihari@gmail.com Mobile:9581000239
6.9 years of IT experience with Infosys LimitedinITIL (Information Technology
Infrastructure library) operations withproficiency in Change Managementand also a variety
of projects within IT.
Objectives
To obtain a change analyst or a service coordinator role and help the management
implement changes with service improvements in business processes so that the company
stays in line with the changing trends and times
Key Skills
Client relations
Change management
Environment Support Analyst
Able to speak and give presentationsin front of large audiences.
Proficient with Excel,Access, Word , PowerPoint.
Professional Experience
A detailed understanding of how to manage the Software change request process from
plan, execution, monitor and control.
Assess the change impact
Responsible for communication regarding change status to client and process.
Preparing status reports on Daily/weekly/Monthly basis.
Basic fundamental knowledge on Servers and Data Centre operations.
Ability to learn new things.
Good communication and written skills
Good leadership skills.
ITIL Foundationcertified.
Awarded best team in RWEST for Q2 2015
Got a certificate of appreciation as a best performer for FY 2011.
Awarded MVP (Most Valuable Player) for the entire business unit for FY 2012-13.
Awarded best offshore performer for WOW customer service in Q1, FY 2013.
Career History
Environment support and Change Analyst
Oct’11 – till date
Infosys Technologies Ltd, Client :- RWEST, Germany& UK.
Management of IT Application and infrastructure change request, approvals and the
scheduled release in to the staging, test, development and production systems.
Study the risks, benefits and cost of organizational changes
Ensure initiated and implemented changes are seamless and effortless
Update the management and clients about the status of changes and issues arising out of
them
2. Formulate solutions that ease adaption and implementation of changes
To collaborate with other Client IT teams and services, e.g. DBA teams and infrastructure
teams, to ensure successful management of production & non-production environments.
Recording of RFCs involves logging of the RFC in the Change Management system.
Recording must include all details required to assess the RFC.
Review of RFCs involves checking to see if the RFC is complete and free of obvious
defects which would make it impractical or impossible to implement.
Review progress and evaluate if more Subject Matter Experts (SMEs) are required and
escalate accordingly.
All change requests and approval data is maintained to ensure accuracy.
Identification and communications of failed or unauthorized production system changes.
Effective integration and interaction with other service support areas.
Actively participated in the establishment, improvement, documentation, communication,
and enforcement of configuration and change management processes for software,
hardware, and systems.
Revenue Assurance and DCO lead
Aug’09 to Sep’11
Infosys Technologies Ltd, Client :- Level3 Communication, US.
Was Leading and been SPOC for all the Disconnects Cost operation and Revenue
Assurance operations.
Coordinate Issue Resolution with various teams, manage conference calls , clients
updates on issue progress
Manage a team of 5 people for daily operations from offshore.
Escalate unresolved calls to the infrastructure support team.
To maintain a high degree of customer service for all support queries and adhere to all
service management principles
Process understanding and improvement.
Co-ordinations with other groups for easy and effective closure of billing.
Academic Qualification
MSc: Sri Krishnadevaraya University, 2012 (Public university in Anantapur, Andhra Pradesh,
India)
BSc: Achariya Arts and Science College (AASC), 2008 (Pondicherry, India)
Technical Skills
Operating systems - Microsoft Windows
Office Automation tools - MS Office
Tools Used
Hp Service center
Granite
Ops console
AixBOMS CMDB
SNOW
Sharepoint
