VIGNESH RAM S M

• Delivered and implemented IT service solutions that enhanced business process efficiency and aligned with ITIL best practices.
• Provided end-to-end support for RTL environments, ensuring prompt incident resolution and minimizing service disruptions.
• Liaised with business units and clients to improve service performance and optimize service delivery.
• Facilitated daily stand-ups and service review meetings to ensure alignment between IT teams and business stakeholders.
• Utilized Jira and Confluence to manage service requests, track incidents, and maintain detailed documentation for audits and compliance.
• Raised, tracked, and coordinated change requests in ServiceNow, ensuring timely implementation and minimal impact on operations.
• Acted as a Subject Matter Expert within a cross-functional ITSM team, driving service improvement initiatives.
• Monitored user feedback and service KPIs to identify trends and continuously improve service quality.
• Provided senior level support, resolving complex incidents, problems, and service requests within SLA timelines.
• Reduced service downtime through proactive problem management and implementation of preventative measures.
• Maintained comprehensive ITSM documentation in Confluence, supporting efficient knowledge management and training.
• Implemented proactive monitoring and alerting systems, resulting in a 30% reduction in critical service outages.
• Coordinated with third-party vendors and internal stakeholders to ensure seamless integration and delivery of IT services.

• Executed regular DBA activities, including backup, cloning, and monitoring log files.
• Interacted with end-users to troubleshoot Oracle application issues effectively.
• Monitored table space growth, assessing fragmentation and available expansion space.
• Led small to mid-size DBA team in daily operations across various tasks.
• Conducted periodic data refreshes from production to test environments, reorganizing database structures.
• Performed RMAN backups, including Level 0, Level 1, and archived logs.
• Ensured high availability and performance with 24-hour production support.
• Gathered user requirements for application design and analyzed hardware needs.

Streamlined database operations for efficient use of resources, applying patches and upgrades when necessary.

• Evaluated system needs and recommended appropriate hardware or software upgrades to optimize Oracle database performance.
• Optimized database performance by conducting regular system updates and implementing new features.
• Provided help desk support to analyze customer issues and deliver effective resolutions.
• Maintained ticketgoose.com website and databases to ensure optimal performance.
• Refreshed test environment database and applications from production regularly.
• Scheduled daily RMAN backups and performed weekly cold backups.
• Conducted regular DBA activities, including backups, monitoring, and space allocation.
• Allocated additional space to data files in response to table space growth.
• Oversaw user management, privileges, and roles within Oracle databases.