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RAHUL JAISWAL

Contact: +91 8105350444 ~ E-Mail: rahul_word@yahoo.com
A dynamic individual, in quest of middle managerial assignments in Incident Management / Change Management/Operations management with a leading organization of high repute preferably in IT Skills
PROFILE SNAPSHOT
A competent professional with over 5 years 9 months of experience in:

-Incident Management -Problem Management -Server Monitoring

-Operations Management -Delivery Management -Project Services

  • Presently associated with IBM India Pvt. Ltd., Bangalore as Team Lead Server Systems Operations Specialist

  • Spearheaded overall customer operations and felicitated timely service delivery as per defined SLA.

  • Hands-on experience in handling several escalations and imparting trainings to the teams, maintaining team record in database

  • Gained significant exposure of working on TWS, Control-M, BMC Remedy, Version 7.5.04 Issue Tracker, Veritas Net Backup, HP Omni Backup & Solstice and HP Open View, Tivoli & Nagios Tools

  • Possess sound knowledge on Installation, Configuration, Troubleshooting and Administering Linux & Solaris servers

  • Proficient in completing the assessment of change management impact

  • Expertise in integrating change management activities into project plan

  • A team player with exceptional problem solving, planning & people management skills


AREAS OF EXPERTISE


  • Driving the efficiency and effectiveness of the incident management process

  • Producing management information, including KPIs and reports

  • Monitoring the effectiveness of incident management and making recommendations for improvement

  • Developing and maintaining the incident management system

  • Driving, developing, managing and maintaining the major incident process and associated procedures

  • Ensuring that all IT teams follow the incident management process for every incident

  • Applying a structured methodology and lead change management activities

  • Assisting in create change management strategy

  • Identifying and managing anticipated resistance

  • Creating actionable deliverables for the change management levers like communications plan, sponsor roadmap, coaching plan, training plan, resistance management plan, etc.

  • Supporting training efforts, engaging senior leaders and organizational design and definition of roles and responsibilities

  • Integrating change management activities into project plan

  • Defining and measuring success metrics and monitoring change progress


EMPLOYMENT DETAILS
Since August’10 IBM India Pvt. Ltd., Bangalore as Server Systems Operations Specialist
Growth Path
Aug’10 - Till Date Server Systems Operations Specialist
Major Project:

Project/Accounts Handled: Transport for London, Friends Life, Telstra, Coca Cola, Mead Johnson Nutritional, Technicolor Multimedia and Westpac

Responsibilities:

  • Providing server support as part of ITDGD for managing major and critical incidents, change and problem across any of the GDC India supported accounts.

  • Consolidating and maintaining pool data

  • Working on trend analysis of alerts of alerts ,incident tickets to serve the better proactive problem management .

  • Drafting and generating complex reporting for Internal and Account Management

  • Controlling Server Performance using HP Open View, Tivoli & Nagios Tools

  • Accountable for managing File System, DB Health, Netbackup, etc.

  • Responsible for:

  • Supervising 350 plus Linux, Wintel & Solaris based Servers and Batch Jobs.

  • Collaborating with Engineers at Australia, Duty Managers, various Support & Application teams for any issues related to problem, Incident and Change Management

  • Mentoring and providing On Job Training to new joinees on Account processes and procedures.

  • Participating in HSBC (High Severity Bridge Calls) as required

  • Escalation Management (Delivery related Tools Outage, BCP, Health & Security)

  • Maintaining process & procedure documents in QMX (Add, Delete, and Update)

  • Management of User ID, Task ID, Assets (Infrastructure - Voice, Computer Peripherals, TFN & so on)

  • Resolving and troubleshooting bottlenecks of Memory, CPU, Devices and Network

  • Carrying out quality checks for the team & work on training plans to improve defective areas

  • Performing backups through VERITAS, Netbackup, HP Omnibackup, Data Protector & Solstice coordinating with various support teams for any issues related to problem and change management

  • Handling the network based Linux Installation like NFS & FTP


Tools:

  • Monitoring Tool: TWS, Control-M, Netcool Omnibus, HP Open View, Tivoli & Nagios Tools

  • Backup Tools: VERITAS Net backup, HP Omni Backup & Solstice

  • Issue Tracker: BMC REMEDY Version 7.5.04


Role on Project Transition:

  • Liaised with Australia/New Zealand, US and UK Ops to understand the Level of Support

  • Handled the documentation of server list for each customer, details of 3rd Level Support Group & Escalation Matrix

  • Attended ITIL foundation course within IBM


Highlights:

  • Holds the merit of receiving:

  • Got Client Value Award for reducing unnecessary essproc alerts .

  • Multiple appreciations from client as well as account management for service delivery

  • Actively served as a part of:

  • GDF Wave 2012.1 and performed various exercises as part of MIR and Forum 4

  • Implementing GDF Simulation activity where we calculate workload and staffing as per GDF standards


ACADEMIC DETAILS
2010 Bachelor of Technology in Information Technology from JIS Engineering College, WBUT

2005 12th from Bodhicariya Sr. Secondary School, Kolkata, West Bengal

2003 10th from North Point Sr. Sec School, Kolkata, West Bengal

CERTIFICATIONS


  • Completed:


PERSONAL DETAILS
Date of Birth: 31stMarch, 1987

Address: Flat No 202, Charana Residency , Bhadrappa Layout , Nagashettyhalli ,Bangalore- 560094



Languages Known: English, Hindi and Bengali

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