Nidhin M K
Gladesville
Summary
Experienced technology professional with a proven track record in leading high-performing teams and delivering impactful technology solutions. Recognized for exceptional collaboration skills and a results-driven approach. Adapts seamlessly to evolving requirements. Proficient in software development, systems integration, and effective problem-solving techniques.
Overview
19
19
years of professional experience
2006
2006
years of post-secondary education
3
3
Certifications
Work History
Technology Lead – Optus
Infosys Technologies Ltd
07.2019 - Current
- Analysis and requirement gathering for the new business requirements.
- Led cross-functional teams to successfully deliver complex technology projects within agreed timeframes and budgets.
- Managed end-to-end project lifecycles using JIRA, including sprint planning, backlog grooming, and task tracking.
- Led Agile ceremonies (stand-ups, retrospectives, sprint reviews) and ensured seamless collaboration between cross-functional teams.
- Monitored project progress, identified roadblocks, and implemented solutions to maintain timelines and deliverables.
- Prepared and implemented project management plans, resource allocation, budget allocation and risk mitigation strategies to ensure successful project delivery
- Analyze thoroughly the impact of all Change Activities raised by cross functional teams on the application and record and report to Service Leads and end users.
- Testing the application after each release and after environmental changes.
- Drive the incident management within the team and was chairperson for daily incident scrum call.
- Strong analytical skills combined with ability to work in a fast-paced environment with geographically distributed teams.
- Maintain good rapport with the client and understand their requirements and deliver results to their expectations.
- Provide assistance and innovative solutions to complex issues for clients contacting for technical assistance and work on customer issue remotely via phone/email/chat/Teams.
- To deliver quality services based on best practices of project management & technical expertise within the guidelines of ITIL.
- Increased team productivity through effective collaboration, clear communication, and regular progress updates.
- Trained teams on JIRA best practices to improve adoption and efficiency in Agile methodologies.
Technology Lead
Telstra Corporation Ltd
09.2016 - 06.2019
- Gather business requirements from various departments involving different media application stake holders
- Migration of media applications from VMware cloud platform(MSH) to Ericsson’s cloud platform & AWS
- Developer/Tester in Network Assurance Space rendering network monitoring solutions with expertise in design, build, deployment and support of complex customized OSS Assurance Application build for Telstra media applications migration project
- Configuration and implementation of application build in ECM using HEAT templates
- Automation of infrastructure creation and automated application build and configuration on ECM and AWS using python, ansible and orchestration templates
- Participate in business meetings to present the analysis of the requirements for approval from business and accountable for Change & Release Management Process
- Performing the major changes and communicate with the stakeholder on the major changes which causes outage
- Conducting the post implementation review meetings for all the production changes
Service Manager/ Tech Lead
Eversource Energy
11.2013 - 08.2016
- Leading a team of 9 members to support the Data center Operation activities (DC Ops) and System administration and control activities (SAC) from Offshore
- SAC is responsible for managing the computer programs and processes that are run in the background of large computer systems
- Four main tasks of a SAC team: scheduling jobs, running jobs, managing resources, and performing maintenance on the system
- Scheduling computer jobs is based on the different processors, time required for each job, priority, and data accessed
- Running the jobs requires updating of the variants with the correct data, monitoring the progress, and controlling the output
- The production analyst is responsible for informing the user of any issues with the job
- DC Operations generally includes redundant or backup power supplies, redundant data communications connections, environmental controls (e.g., air conditioning, fire suppression) and various security devices
- The DC Ops team seeks to ensure that the uptime, performance, resources, and security of the computers which are managed by the team to meet the needs of the users
- Co-ordinate vendor repairs of computer equipment located in Data Centers
- Run weekly Change Control meeting
- Perform daily readiness checks and other system checkouts ensuring systems availability
- Working on common ABENDs if any while running the job requests
- Working on ITSM incident and service requests
- Monitoring of various critical alarms and raising incident tickets to the appropriate team as part of Data center Operational activity
- Chairing weekly and monthly meetings with delivery managers and clients respectively on the SLA reports
- Produced weekly/monthly metrics for the service performance
- Chairperson for the weekly CAB meeting
- Mentored the team with the process and training that helped to improve the SLA
- Introduced the team and clients to Knowledge Management, which helped in the reduction of incident volume to 40% and ensured that the service desk team documents are updated
- Providing proper communications in a timely manner for Major Incidents and during outages
- Responsible for engaging, escalating, and communicating with cross-functional teams
- Implemented strategies to increase customer service satisfaction ratings.
Assistant Engineer / Technology Analyst
CenturyLink Communications
09.2006 - 10.2013
- Attended service desk calls on technical process related issues to provide support assistance to customers and log incidents for tracking and escalate to Level 2 & 3 as appropriate.
- Work involved configuring and deploying Routers in Client infrastructure.
- Migration of traffic to newly installed Routers.
- Troubleshooting network connectivity for new users.
- Use Knowledge base tools for servicing service requests and incidents, document and share own learning from the project, seek information and leverage knowledge from other projects in order to be prompter and more productive in the work and drive higher efficiency & effectiveness and preserve organization knowledge.
- Being the team lead for my process I assign various tasks to the team members, prepare daily, weekly & monthly reports for the client, and make weekly SLA reports and shift roasters.
- Developed Job Aids & Checklists for the process which helped the new team members to understand the process well and perform the job smoothly.
- Handled trainings of the new resources and made them well equipped with clear understanding of all the procedures and quality standards.
Education
Bachelor of Science - Physics
University of Kerala
Skills
AWS
undefinedCore Skills And Abilities
- Experience in implementing and supporting validated applications
- Strong focus on design and user capabilities, and strong experience in support process model.
- Experience in project management in a software/IT environment
- Excellent documentation and communication skills
Certification
AWS Architect Associate
Timeline
Technology Lead – Optus
Infosys Technologies Ltd
07.2019 - Current
Technology Lead
Telstra Corporation Ltd
09.2016 - 06.2019
Service Manager/ Tech Lead
Eversource Energy
11.2013 - 08.2016
Assistant Engineer / Technology Analyst
CenturyLink Communications
09.2006 - 10.2013
AWS Architect Associate
CCNA
ITIL-v3
Bachelor of Science - Physics
University of Kerala
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