Lakshmi Sindhoora Kota

• Managing a team of 35+ Engineers for BAU UNIX Production Support Operations for Australian based Telecom client Telstra operating in Hyderabad, in a 24X7 delivery model, with a direct reporting for 40+ members throughout & 30 functionally reporting.
• Leveraged data and analytics to make informed decisions and drive business improvements through AI-driven boards -AIOPS
  • Maintaining a right composition in team with SMEs, L3/L2/L1 Engineers and Work Load Managers to ensure effective and efficient delivery of day-to-day tasks and projects
  • Ensuring all SLA metrics are maintained green and deliver the quality services to clients keeping the customer focus on priority and creating a business value
  • Closely working with Project Management Teams to ensure enough resources and right skills are aligned for project implementations
  • Handling task delegation, planning, technical documentation, staff management and Knowledge Transfer (KT) sessions
  • Coordinating with Sr. UNIX Engineers for complex & chronic issues noticed in production and driving it for RCA and remediation of such issues in infrastructure
  • Liaising with Delivery Analysts on weekly & monthly basis to understand the incident volume trends and identifying opportunities for defect prevention to keep a check on repeat and major issues
  • Ensuring the team is aware of organizational & operational changes, and adopting it efficiently to handle upcoming challenges
  • Streamlining operational procedures & sharing Best Practices with management, to help organizations maintain flawless systems
  • Managing performance of individuals & team and ensuring a timely & constructive feedback is provided to the team or individual(s)
  • Handling low performers appropriately with PIP initiation with an action plan in progress with enough mentoring & training in place
  • Conducting monthly team meetings to discuss various issues and encouraging employee engagement programs to keep the team bonded and connected well for better work life balance and high motivation.
  • Driving Rewards and recognition program which forms a critical aspect in identifying the top performers and nurturing them into taking up next level role(s) within the team or account
• Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
• Increased customer satisfaction with timely project deliveries and seamless communication.
• Achieved operational excellence by streamlining processes and implementing best practices.
• Defined clear targets and objectives and communicated to other team members.

• Managed 45 + team for Platform support ( UNIX - Solaris / Linux /HP-UX / AIX /Intel ) and responsibilities include overseeing the delivery of services or service technology to a Client, establishes policies designed to ensure consistently high service performance, monitors employees and evaluates customer feedback to develop quality improvement processes, removes blocks so the team can deliver the product.
• Implemented Agile Accelerate as per the design principles so that we can support GTS strategic priorities and deliver better client outcomes with speed and value.
• Responsible for internal and external audits and providing feedback and updating the process documents.
• Assign individuals and collaborate with other leaders to allocate employee resources in a manner that best meets project/account, and individual development needs.
• - Responsible for business results including meeting client satisfaction, productivity, financial, and other business measurements. Lead or participate in organization planning, providing leadership and support to ensure that business objectives are met.
• - Responsible for Incidents and Change management tools process in the teams .
• - As a account process owner responsible for security compliance activities in the account for all devices build and decommission and ensure team is adhere to the process .
• - Attending sprint calls with product owners ( client ) on priorities and delivery planning .
• Awarded Best People Manager award in 2019 by IBM

Held a Technical/Team lead role for UNIX platform team operating 24X7 support model.
• Responsibilities included representing UNIX team in daily service call with SDM's, Sr.Management and change management team to review the critical incidents, escalated issues and top priority items in line.
• Ensured all the work delegation is on track and required support is reaching to all SAs assigned to the tasks
• Carried out L2/L3 support Solaris systems, backup and storage related issues by responding to IAM monitoring and user raised tickets, addressing severity 1/2 issues as an Oncall admin
• Efficiently worked with various vendors like Solaris , Red Hat, Symantec, IBM, etc. to fix system hardware issues like disk, system board, power supply and other replacements
• Handled admin tasks on virtual machines for adding resources like memory, CPU, disks
• Worked on critical issues like Server down, high availability issues, hardware failure, NIC issues, mount problems, disk failures, NFS issues, SMF issues, new FileSystem addition using LVM & VxVM and performance issues.

• Provided exceptional customer support, resolving complex technical issues with effective communication skills.
• Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.
• Trained junior technicians on industry best practices and company-specific procedures, fostering a culture of continuous learning and professional growth.
• Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.

• Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.
• Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
• Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.