Swetha Pillarisetty

Responsible for Incident management and the Escalation management of SAP Success Factors Regional Operation Center(ROC). •Managing Critical and High Priority Incidents and Customer reported issues to ensure timely resolution. •Incident Monitoring, Priority Validation (P1/P2/P3/P4) & Incident Escalation. •Assessed incident priority based upon impact to business and escalated issues as necessary. •Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact. •Initiating bridge calls and drive resolution for all critical and high priority incidents. •Keeping a close watch on all productive environments (24x7) across multiple data centers for any prod-down situations (External Monitoring Dashboard- data coming from Pingdom/Operate360 integrated with Pingdom monitoring). •Acting as single point of contact for the Critical and Escalated incidents and Requests. •Understanding and assessing how the issue affects the customer, business impact and the sense of urgency and collaborate with concerned engineering on action/solution plans. •Coordinating with Incident, change and Problem management team to expedite the issues/tickets. •Making sure that the SLA is met for all the Incidents and the escalation requests.

• Incident Management and dealing priority 1 and priority 2 cases on time • Worked effectively with cross-functional design teams to create software solutions that elevated client side experience and significantly improved overall functionality and performance. • Managed projects and served as primary liaison between client and multiple internal groups to provide clarity of goals and quality and adherence to deadlines. • Provided level 2 operational support in 24/7 uptime environment. • Recommended in-life solution design on operational improvements based on tracking and analysis of incidents and issues in live. • Automated operational workflow by implementing macros to reduce manual tasks • Identified workflow bottlenecks and implemented new and improved processes and policies. • Documented process flows and developed requirements for functional improvements and enhancements. • Communicated with customers, employees and other individuals to answer questions and explain information. • Met end-user goals by supporting strategic planning initiatives for applications. • Led cross-functional teams to analyse and understand operational impacts and opportunities of technology changes.

Trained in ASP and ADO.NET. Developed a web-based project in .net framework using C# language. Resolved the live issues.

Done my Intern in the IT sector of the BEL ltd., Learnt about the database structure of an organisation and the role of database in a project.