Prashant Hegde

Background

About Prashant Hegde

An ITIL V3 Foundation certified professional with nearly 10 years of experience in System Administration / IT Operations/ Incident Management / Infrastructure Management. • Currently associated with Ignis Technology Solutions, Bangalore as System Lead • Working knowledge of installation and configuration of Linux (Ubuntu and Red Hat) Windows (2003, 2012 R2) and managing User Account in Linux, AS400 and AD • Merit of creating EC2 Instance, backup using snapshot and manage buckets • Ensured proper training of representatives during upgradation of infrastructure Infrastructure Management Team Management Application Maintenance Incident Management Patch Management Core Skills • Supporting and monitoring the existing infrastructure, supervising preventative maintenance and backup as well as performed other regular support activities to ensure effectiveness • Leading the design and documentation of infrastructure processes, procedures and standards along with the maintenance and preparation of system and software documentation • Conducting meetings with the Project Manager as well as Onshore Management to discuss project implementation, resource requirements or issues/delays in completing the task • Monitor the IT infrastructure and application from monitoring tool and create incident as per alert triggers. Coordinate with different team for resolving the issue. • Provide first-line investigation and diagnosis of all Incidents and Service Requests • Assign unresolved Incidents to appropriate Tier 2 Support Group • Log all Incident/Service Request details. Track incident, ticket progress, get ETA from technical team. Update user when resolved. • Managing data centres over a large user base and maintaining data centre servers / backup operations for integration of new systems with the existing systems • Categorizing the Root Cause Analysis (RCA) findings with the fix type, viz, improving infrastructure, software patch/version, hardware requirement, and so on