Avinash Baswa

About Avinash Baswa

As an IT Operations Lead at Accenture, I oversee daily IT operations, incident management, change management, and problem management strategy. I lead incident management for critical issues, ensuring timely resolution and minimal impact on business operations. I analyze incident trends to improve communication processes and identify potential risks through impact analysis. I also conduct impact analysis to identify potential risks before changes go live in production or pre-production. I collaborate with stakeholders to define priority service delivery requirements.I have a Master of Computer Applications from GITAM University and a Bachelor of Science from Gayatri College of Science and Management. I am passionate about leveraging my skills in cloud computing, system engineering, and continuous integration and deployment to deliver high-quality solutions. I have experience in leading the implementation of CI/CD processes with Jenkins, managing IAM to control AWS user access, integrating EC2 instances with Cloud Watch and Cloud Trail for enhanced monitoring capabilities, and collaborating with load balancers and route53 for seamless application integration. I am also certified as an Associate Cloud Engineer by Google Cloud.

Experience

1. Information Technology Operations Lead

   Accenture

   Sep 2021 — Present · Bengaluru, IN

   Working on daily operations of IT Service Management, ensuring alignment with business objectives and adherence to SLA\'s Acting as first escalation point of contact for critical issues and observes the response SLO’s Implemented a new Incident Management Process that reduced resolution time by 12% and also reduced and manual work by 20%. Enabling and expediting the resolution of issues reported by customers, by orchestrating and coordinating the troubleshooting progress Analyze the incident trends and performance metrics to identify areas for improvement and recommend solutions Review the RCA’s and work with relevant teams to implement the measures that prevent recurring incidents Overseeing the incident escalation processes and facilitated communication between affected parties and support teams Observes the Grey area using the heat map report for all products and its applications. Provides the first-line support for technical issues, logging incidents, and troubleshooting problems to resolution. Ensuring Problem are properly identified (both Pro-Active and Reactive) by the team Ensure all changes in the system and applications are well documented and approved through Change Advisory Board (CAB) meetings Currently part of Change Advisory Board to make sure all the Production changes are in Production adherence and there shouldn’t be any live service impact without knowing the stakeholders. Providing training and guidance of Change Management’s practices to internal applications teams Identifying and accessing the risks associated with changes and releases before going to Production environment

Education

• GITAM Deemed University

  Master of Computer Applications - MCA, Computer Science

  2013 — 2016

• Gayatri College of Science and Management

  Bachlor of science, Computers and electronics