Sidharath Bothra
IT Service Management Professional
Bangalore
Summary
Qualitative experience of 09 plus years in ITIL Operations Management including Incident, Problem Management, Change Management. Proficient in supervising high-severity incidents to ensure service availability with minimal delay and impact towards ensuring smooth operations of an infrastructure environment Seasoned Incident and Problem Manager with extensive expertise in root cause analysis. Proficient in tackling complex issues to enhance operational efficiency and drive effective problem resolution. An ambitious & hardworking individual with excellent stakeholders management skills and the ability to manage time effectively.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
1
1
Certificate
2
2
Languages
Work History
Senior Tech Delivery Specialist
Nielsen
Pune
05.2022 - Current
- · Led bridge calls effectively, accelerating mitigation by asking targeted questions and providing ITSM process guidance as required. Delivered clear and comprehensive incident communications to stakeholders.
- · Conducted post-incident review meetings to accurately identify and analyze root causes. Published high-quality standard communications to update stakeholders on root causes and implemented solutions.
- · Conducting thorough Root Cause Analysis (RCA) for major and recurring incidents using structured techniques like 5 Whys. Collaborating with incident management teams to transition high-impact incidents into formal problem records for further investigation.
- · Creating and maintaining entries in the Known Error Database (KEDB) with documented workarounds and permanent resolution strategies.
- · Analyzing incident trends, recurring issues, and infrastructure vulnerabilities to proactively identify and mitigate potential problems. Initiating and driving Post-Incident Review (PIR) meetings to uncover systemic weaknesses and recommend long-term improvements. Working closely with application teams, infrastructure units, and third-party vendors to implement permanent technical solutions. Raising problem task and tracking Change Requests (CRs) to deploy fixes identified during problem investigations.
- · Monitoring SLA compliance to ensure timely resolution of all problem records and minimizing service disruptions. Maintaining detailed and accurate documentation of problem tickets, investigation steps, RCA findings, and implemented actions.
Technical Lead
Wipro Limited
Hyderabad
01.2022 - 05.2022
- Actively contributed to the Service Level Management (SLM) and Global Outage Management teams.
- As part of SLM, responsible for onboarding and creating new services in the internal tool.
- Managed the review and approval process for Go-Live Change Requests (CR).
- Coordinated the decommissioning of services based on stakeholder requests submitted through JIRA.
- Implemented amendments to existing services in response to stakeholder requirements.
- Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
Senior Specialist- Major Incident Management
HCL Technologies Pvt Ltd
Bangalore
11.2020 - 01.2022
- Led efforts to restore service in a timely manner for critical business functions, application and infrastructure services as part of a MIM team.
- Implemented and executed major incident management processes including invocation, ownership, escalation, communication and restoration of service.
- Initiation of the Bridge call for all Major incidents with all required teams and stakeholders if required.
- Used ITIL best practices to support affected business units by managing, directing, coordinating and communicating across multiple technical and non-technical teams which include application, infrastructure, third party suppliers, and business units.
- Established standards and procedures that maximized operation responses to encountered incidents and minimized service availability interruptions.
- Sending Communications / Notifications to Stakeholders informing them about the Critical incident and the impact and workaround.
- Prepared documentation and reporting for executive team on a weekly, monthly and quarterly basis.
- Prepared post incident review documents to support problem management team for determination of root cause.
- IT Operations experience with demonstrable skills in measuring, analyzing, and improving service process.
- Experience of adhering to IT incident support processes / documentation.
- Built effective relationships with Operation Managers and the business to maintain understanding of the impact of incidents affecting the key service lines.
System Engineer - Incident Management
ATMECS Technologies Pvt Ltd
Bangalore
01.2019 - 11.2020
- Proactively perform MIM process, drive incidents towards resolution.
- Ensure outages are promptly communicated with exceptional quality during the major incident life-cycle.
- Chairing the bridge calls with different teams and stakeholders for major incident resolution within SLA agreements.
- Comply with established process and escalate the situation appropriately.
- Adherence to Functional and Hierarchical Escalation Matrix at defined thresholds.
- Keep the customer and stakeholders updated regularly with the progress of the Incident.
- Update incident records with appropriate data including business impact, application affected and relevant details regarding incident resolution.
- Formulating MIM review checks after the resolution of major incidents.
Assistant Engineer -Incident & Problem Management
Ericsson Global India Services Pvt.Ltd.
Bangalore
04.2016 - 05.2017
- Managed critical severity incidents, ensuring successful resolution within defined Service Level Agreements (SLAs).
- Led Problem Management (PM) processes, including assessment and oversight of all ticketing systems (ITSM) to ensure timely resolution of issues.
- Analyzed incoming incidents and problems, taking immediate action to restore failed services promptly.
- Collaborated with the Ericsson support team for incident updates and drove fixes in alignment with service level agreements.
- Ensured proper ticket allocation, resolution, and adherence to escalation processes.
- Directed all escalation processes, communication, and management of critical incidents.
- Followed established escalation procedures for each critical incident, ensuring high-level commitment to clients regarding resolution.
- Assisted the Service Delivery Manager in meeting service level agreements and field service KPIs.
- Formulated escalation and post-failure reports to track and resolve incidents effectively.
- Focused on improving customer satisfaction, ensuring consistent service excellence across all levels.
- Developed workplace tools, processes, and procedures aimed at enhancing overall service delivery performance.
- Coordinated Problem Management efforts to identify recurring issues, root causes, and ensured corrective actions were implemented.
- Oversaw project timelines, resources, and deliverables, ensuring alignment with organizational goals and client requirements.
- Managed cross-functional teams and ensured seamless communication between stakeholders to facilitate smooth project execution.
Consultant
Manpower Group Services India Ltd.
Bangalore
04.2016 - 05.2017
- Managing critical severity incident and ensuring successful resolution of incidents within service level agreements.
- Assessing all ticketing systems (ITSM) and leading incident management.
- Analyzing received incidents/problem and taking an immediate effort in order to restore failed service immediately.
- Liaising with support team of Ericsson for updates on incident and driving fixes with service level agreement.
- Checking ticket allocations, resolution and ensuring that escalation processes are followed.
- Steering all escalation, communication and management of all critical incidents.
- Following the escalation process for each critical incident and presenting high commitment for client in regards to critical issue.
- Helping the Service Delivery Manager in achieving service level agreements and field services KPIs.
- Formulating escalation and post failure reports.
- Improving customer satisfaction and ensuring that it is maintained at all levels.
- Ensuring development of work place tools, process and procedures to increase service delivery performance.
Education
B.Tech. - ECE
B.K. Birla Institute of Engineering & Technology
Pilani, India 01.2011 - 01.2015
Skills
- Major Incident Management
Certification
ITIL Foundation Certified in IT Service Management through PEOPLECERT
Timeline
Senior Tech Delivery Specialist
Nielsen
05.2022 - Current
Technical Lead
Wipro Limited
01.2022 - 05.2022
Senior Specialist- Major Incident Management
HCL Technologies Pvt Ltd
11.2020 - 01.2022
System Engineer - Incident Management
ATMECS Technologies Pvt Ltd
01.2019 - 11.2020
Assistant Engineer -Incident & Problem Management
Ericsson Global India Services Pvt.Ltd.
04.2016 - 05.2017
Consultant
Manpower Group Services India Ltd.
04.2016 - 05.2017
B.Tech. - ECE
B.K. Birla Institute of Engineering & Technology
01.2011 - 01.2015
Languages
Hindi
English
Hobbies
Badminton: Enthusiastic about playing badminton as it enhances my cardiovascular health, improves reflexes and agility, and boosts overall fitness.
Cricket: Passionate about watching cricket, which enhances my understanding of strategy, teamwork, and focus.
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