Profile snapshot

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  Presently associated with IBM India Pvt. Ltd., Bangalore as Team Lead Server Systems Operations Specialist
  
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  Spearheaded overall customer operations and felicitated timely service delivery as per defined SLA.
  
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  Hands-on experience in handling several escalations and imparting trainings to the teams, maintaining team record in database
  
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  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
  
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  Possess sound knowledge on Installation, Configuration, Troubleshooting and Administering Linux & Solaris servers
  
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  Proficient in completing the assessment of change management impact
  
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  Expertise in integrating change management activities into project plan
  
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  A team player with exceptional problem solving, planning & people management skills
  

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  Driving the efficiency and effectiveness of the incident management process
  
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  Producing management information, including KPIs and reports
  
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  Monitoring the effectiveness of incident management and making recommendations for improvement
  
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  Developing and maintaining the incident management system
  
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  Driving, developing, managing and maintaining the major incident process and associated procedures
  
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  Ensuring that all IT teams follow the incident management process for every incident
  
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  Applying a structured methodology and lead change management activities
  
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  Assisting in create change management strategy
  
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  Identifying and managing anticipated resistance
  
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  Creating actionable deliverables for the change management levers like communications plan, sponsor roadmap, coaching plan, training plan, resistance management plan, etc.
  
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  Supporting training efforts, engaging senior leaders and organizational design and definition of roles and responsibilities
  
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  Integrating change management activities into project plan
  
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  Defining and measuring success metrics and monitoring change progress
  

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  Providing server support as part of ITDGD for managing major and critical incidents, change and problem across any of the GDC India supported accounts.
  
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  Consolidating and maintaining pool data
  
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  Working on trend analysis of alerts of alerts ,incident tickets to serve the better proactive problem management .
  
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  Drafting and generating complex reporting for Internal and Account Management
  
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  Controlling Server Performance using HP Open View, Tivoli & Nagios Tools
  
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  Accountable for managing File System, DB Health, Netbackup, etc.
  
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  Responsible for:
  

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  Supervising 350 plus Linux, Wintel & Solaris based Servers and Batch Jobs.
  
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  Collaborating with Engineers at Australia, Duty Managers, various Support & Application teams for any issues related to problem, Incident and Change Management
  
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  Mentoring and providing On Job Training to new joinees on Account processes and procedures.
  
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  Participating in HSBC (High Severity Bridge Calls) as required
  
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  Escalation Management (Delivery related Tools Outage, BCP, Health & Security)
  
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  Maintaining process & procedure documents in QMX (Add, Delete, and Update)
  
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  Management of User ID, Task ID, Assets (Infrastructure - Voice, Computer Peripherals, TFN & so on)
  
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  Resolving and troubleshooting bottlenecks of Memory, CPU, Devices and Network
  

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  Carrying out quality checks for the team & work on training plans to improve defective areas
  
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  Performing backups through VERITAS, Netbackup, HP Omnibackup, Data Protector & Solstice coordinating with various support teams for any issues related to problem and change management
  
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  Handling the network based Linux Installation like NFS & FTP
  

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  Monitoring Tool: TWS, Control-M, Netcool Omnibus, HP Open View, Tivoli & Nagios Tools
  
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  Backup Tools: VERITAS Net backup, HP Omni Backup & Solstice
  
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  Issue Tracker: BMC REMEDY Version 7.5.04
  

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  Liaised with Australia/New Zealand, US and UK Ops to understand the Level of Support
  
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  Handled the documentation of server list for each customer, details of 3^rd Level Support Group & Escalation Matrix
  
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  Attended ITIL foundation course within IBM
  

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  Holds the merit of receiving:
  

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  Got Client Value Award for reducing unnecessary essproc alerts .
  
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  Multiple appreciations from client as well as account management for service delivery
  

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  Actively served as a part of:
  

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  GDF Wave 2012.1 and performed various exercises as part of MIR and Forum 4
  
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  Implementing GDF Simulation activity where we calculate workload and staffing as per GDF standards
  

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

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

CERTIFICATIONS

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  Completed:
  

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  ITIL V3 Certification
  
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  Six Sigma Certification from IBM
  

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