Divya Mhatre

• Leadership & Governance: Leading the cloud team to manage IT architecture, projects, and BAU activities, ensuring clear responsibilities and ownership.
• Client Interaction: Acting as the primary point of contact for client requirements and escalations related to cloud infrastructure.
• Billing & Cost Management: Reviewing monthly billing and implementing cost optimization strategies.
• Service & Contract Management: Negotiating contracts and service levels in line with strategic and financial goals.
• System Implementation: Implementing new systems, strategies, and process improvements.
• Infrastructure Review: Identifying gaps in cloud infrastructure and working on remediation.
• Best Practices & Audits: Ensuring adherence to best practices and audit requirements.
• Technical Approval: Authorized to review and approve technical changes in the client environment.
• Automation: Collaborating on automation projects, including server patching and build automation.
• Customer Feedback: Championing process improvements based on customer feedback.
• Risk Mitigation: Addressing potential account attrition risks proactively.
• Revenue Generation: Identifying upsell opportunities and collaborating with sales teams.
• Innovative Solutions: Designing and implementing solutions tailored to customer needs.

Security Operations

• Monitoring , Reporting & Coordination:
• Governance: Review and refine security reports and dashboards.
• Validation: Ensure tools and processes meet requirements.
• Monitoring: Daily SIEM alerts and responses.
• Reporting: Weekly and monthly SOC reports.
• Coordination: Provide logs for breach investigations.
• Advisory Management: Handle security advisories.
• Meetings: Participate in monthly service reviews.
• Audits: Facilitate client audits.
• Cyber Drills: Participate in IDRBT drills.
• Tracking: Identify and track issues until closure.
• Incident Management: Ensure proper RCA and CAPA.
• Coordination: Support forensics and investigations.
• Alert Validation: Validate daily alerts.
• Incident Calls: Manage calls and updates until closure.
• Program Alignment: Update team lead on RISC program.
• Issue Management: Raise and close InfoSec tickets.
• Security Standards: Promote RISC standards.
• Asset Inventory: Streamline inventory.

Responsibilities:

• Managed and documented changes, prioritized business and customer proposals, assessed risks, resolved technical issues, and coordinated with onshore teams.
• Managed incidents, performed L1 activities (disk cleaning, CPU usage, DNS operations), and managed server CMDB and inventory.

Technical Tasks:

• Handled DNS updates, hardware issues, firewall port issues, CI creation/modification, and technical qualifications (ILO access, DNS, CMDB, DCIM).

Leadership:

• Led CAB meetings, weekly meetings with customers, and offshore/onshore teams.

Incident Management:

• Monitored and escalated incidents, produced management reports, and maintained the major incident process.

Communication:

• Kept end users informed, reduced repeat incidents, and prevented SLA violations.

Tools Used:

• BMC Remedy, Semaphore X990, Magic service desk, INSIDE, Managhas (CMDB), SDM 12, ORM 9, SCCM.