Experience
Detailed breakdown of roles and business impact.
Analyst III, Infrastructure Services
DXC Technology
July 2022 – Present
- End-to-end Incident Management: owns the complete lifecycle — detection (alerts), logging in ServiceNow/HPSM, prioritization based on impact/urgency, escalation to right teams, coordination, resolution tracking, and closure while strictly meeting SLA/OLA. Participates in major incident bridges.
- RFC & Service Request handling: analyses, classifies, and schedules Requests for Change (RFCs) and Service Requests across infrastructure, server, and application domains.
- Change validation & governance: performs detailed validation of scope, technical dependencies, risk level, and production impact before CAB/eCAB. Coordinates with infrastructure, app, network, security, and storage teams.
- Post Implementation Review (PIR): conducts PIRs to confirm success and capture improvement actions.
- Patching expertise: supports MFSA-based patching and SCCM patch coordination to ensure zero or minimal downtime. Troubleshoots Windows Server issues post-patch.
- Active Directory & Access Management: handles RBAC, UAM, group policy requests, and uses BeyondTrust Privileged Access Management (PAM).
- Virtualization & Storage: operates daily with VMware vSphere environments for server validation and supports incident analysis involving NetApp ONTAP systems.
- CMDB: creates, updates, and validates Configuration Items (CIs) and relationships.
- SLA/OLA tracking: monitors performance and prepares operational reports.
- Knowledge Transfer (KT) & Transitions: delivers KT, Shadow KT, and Cross KT sessions to new joiners and client stakeholders. Supports major client project transitions.