Sammed Patil

• Managed production operations for Oracle Utilities application stack - ensuring 24/7 availability, system stability,
and SLA compliance across mission-critical enterprise environments.
• Incident Management: Managed 10-15 incidents daily end-to-end in ServiceNow - from triage and assignment
across 3-4 resolver teams through RCA, resolution and closure - maintaining consistent SLA adherence in a
24/7 enterprise production environment.
• Change Management: Governed 10-20 change requests per month through ITIL v4 CAB approval process,
achieving zero unauthorised changes across all monthly production releases.
• Major Incident: Supported Major Incident (P1/P2) resolution by coordinating assigned resolver teams, providing
real-time incident updates in ServiceNow, and assisting the Incident Manager in driving bridge call actions to
minimise business impact.
• Proactive Monitoring: Proactively identified and resolved production issues during daily health checks across
Prod, Test and Dev environments using AppDynamics - preventing SLA breaches before escalation.
• Release Management: Supported zero-downtime production releases through UAT execution, sanity testing,
and post-deployment monitoring, ensuring release stability across all monthly production cycles.
• Problem Management: Produced incident trend analysis reports to identify recurring patterns - enabling Problem
Management initiatives and reducing repeat incident volume.
• Stakeholder Communication: Acted as primary liaison between business stakeholders and technical resolver
teams - translating business impact into technical priority during high-severity incidents and major outages.