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@pavanisrilotsoflove

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Senior IT professional with expertise in incident management and quality assurance.

Australia

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What I'm looking for

I am looking for a role that fosters collaboration, innovation, and continuous improvement in IT service management.

I am a senior IT professional with over 5 years of experience specializing in incident management and quality assurance. My journey has allowed me to develop a strong expertise in IT infrastructure management, particularly within Linux/Unix systems and ServiceNow implementation. I have a proven track record of leading cross-functional teams and delivering high-quality solutions across various sectors, including banking, insurance, and commercial industries.

In my current role as an Incident Problem Manager at E-Soft Technologies, I lead quality analysis initiatives and manage security incidents while ensuring consistent SLA compliance. My previous experience at IBM as an IT Infrastructure Manager involved overseeing L2 support operations and implementing ITSM processes. I am passionate about driving operational excellence and continuously improving processes to enhance service delivery.

Experience

Work history, roles, and key accomplishments

Current

Incident Problem Manager

Current

E-Soft Technologies PYT Ltd

Jul 2023 - Present (1 year 11 months)

Leading quality analysis initiatives and managing security incidents for multiple product lines in the Australian market. Achieved SLA compliance through effective ticket management and integrated third-party systems using APIs. Developed quality assurance frameworks and collaborated with cross-functional teams to ensure quality delivery.

Incident Management Quality Assurance ServiceNow API Integration Team Leadership Risk Management Cherwell ITSM SLA Security Operations Documentation

IT Infrastructure Manager

IBM

Jan 2021 - Jan 2023 (2 years)

Managed L2 support operations across various sectors, implementing ITSM processes including incident and problem management. Administered the ServiceNow platform and led security incident initiatives, ensuring optimal performance and user satisfaction.

ITSM Incident Management ServiceNow Security Operations API Integration AWS Documentation Team Leadership

Production Support Engineer

Concentrix

Apr 2021 - Aug 2021 (4 months)

Provided production support for enterprise systems, managing incident resolution and system maintenance. Collaborated with teams to ensure system stability and contributed to the continuous improvement of support processes.

Maintenance Cross Functional Collaboration Process Improvement ITIL Documentation Teamwork Communication

Senior Associate

Wipro

Nov 2018 - Feb 2021 (2 years 3 months)

Administered Linux/Unix systems and provided 24/7 support for critical infrastructure. Managed the ServiceNow ticketing system and implemented Docker solutions for application deployment, while ensuring security measures were in place.

ServiceNow Docker ITIL Infrastructure Management Microsoft Products