Maitra Kilabanavar

Working with UK Retail customer for Oracle DB/Application issues. Responsible for identifying proactive problems, creating tickets, coordinating Root Cause Analysis (RCA) with technical teams, preparing problem closure reports, and acting as PMO for the team (people management, resource details, onboarding, and process adherence).

Managed service delivery, attended client calls to update project status, conducted internal audits, supported migration projects, trained new joiners on process flow and tools (Service Now, Power BI), prepared SOW documents, and coordinated with Finance/Sales teams regarding project costs and risks.

Supported US clients with applications, servers, healthcare, and mainframes. Handled high-priority incidents, arranged bridge calls for resolution, managed emergency changes, coordinated RCA, and provided weekly/monthly reports.

Responsible for People management, Incident management, and Problem Management for the service desk and backend team. Managed Level 2 Escalations, reviewed tickets for SLA/KPI adherence, and managed networks for major service providers (Oracle, Interoute, CenturyLink, AT&T, HGS).

Proactively coordinated with service providers globally to restore services. Handled trouble tickets for link down, link flapping, latency, and packet drop errors. Troubleshot links by logging into PE and CE, and utilized knowledge of BGP, EIGRP, and OSPF protocols.

Managed escalations for 1500+ Vodafone Enterprise Customers. Worked in the service desk and troubleshooting team, reporting and fixing faults within defined SLA for Real Time Network. Maintained high security and availability of services through continual monitoring.