TECHNICAL SKILL SET:

Operating Systems: XP, Vista, Win 7, AIX

Programming Languages: C, C++, Core Java

Reporting Tools: MS - Excel, MS Word, Power Point

Database Tools: SQL, MS-Access

PROFESSIONAL EXPERIENCE:

Confidential

IT Service Level Manager  / Service delivery specialist

Tools: Remedy Incident / Management tool, Maximo Incident / Management tool, Cognos Reporting

Key Deliverables:

• Negotiates contracted annual improvement requirements with delivery, account team and client. 
• Prepares contract changes applicable to service levels and follows such changes through the account contract change process to ensure timeliness and accuracy. 
• Works closely with the account reporting team responsible for collating and distributing service level reports. 
• Acts as a final checkpoint for all service level performance reports before delivery to the client. 
• Escalation point for all service level reporting and data issues and assesses all service level misses (defaults) for potential relief against contract provisions. 
• Researches, compiles and presents claims for relief from service level defaults to the client and follows through on such claims to ensure timeliness, alignment to contract conditions and maximized success. 
• Escalates cases for relief within IBM and with client as appropriate. 
• Alerts Delivery Program Executive, delivery teams and PE to service level trends, impending defaults and financial consequences of service level defaults. 
• Advises Delivery Project Executive, delivery teams and PE of recorded defaults, and financial consequences. 
• Conducts education sessions for all relevant delivery and account teams on an as required basis, to maximise familiarity with, and focus upon meeting service levels, maximising client satisfaction and maximizing gross profit. 
• Reports to the account weekly/monthly performance reviews on progress and issues relating to contracted service levels. 
• Tracks and reports on historic service level performance.Ensures that a long term view is taken of service levels and service level management on the account to ensure that IBM maximises all returns over the term of the contract.
• Participates in the Service Management Delivery Centre and maintains knowledge of developing trends in service level management. 
• Utilizes service level management trend knowledge to assist the client in evolving service levels to reflect business imperatives. 
• Follows and maintains local service level management processes. 
• Participates in audit requirements for service level management processes.   

Service Coordinator 

Tools: Remedy, One View

Key Deliverables :

• Logging and filtering change requests 
• Assigning priorities to changes is similar to the process for prioritizing problems.
• Table all RFCs for a CAB meeting, preparing an agenda about all RFCs to CAB members in advance. 
• Issuing and maintaining Forward Schedule of Change (FSC) or Change Forward Plan (CFP).
•   Knowledge and used Configuration Management Database (CMDB).
• Escalate issues requiring management attention, initiates and facilitate meetings required to discuss implementation activities and is accountable to ensure stability in the production environment.
• Responsible for overall governance of the Change Management Process and maintains accountability of production changes prior to, during and post implementation.
•  Reviewing the risk and impact of all presented RFC(s) on the infrastructure and their exploitation.
•  Reviewing and discussing RFC(s), which are being undertaken at other sites, which may impact upon the local production environment (Changes with a Global impact). 
• Discussing, planning, coordinating and sanctioning of all RFC(s) due for implementation during the weeks ahead. 
• Helping Project Managers to get their changes created, scheduled and propagated through the change process.
• Guard the stability of the infrastructure by enforcing the change process on an operational level  Administration (beforehand and afterwards) of urgent changes that need to be, or have been performed due to a sev 1 or 2 incident.
• Keep in regular contact with Change & Release Management about the Change Management process.

Incident Manager 

• To lead the team as one coherent unit and deliver as per agreements. 
• Management Reporting.
• To delegate within the team so as to utilize man power efficiently. 
• To ensure that the team members get necessary trainings for new features and new nodes. 
• To ensure time reporting is done as per guidelines for all Account Management team.  Interact with Customer's top level management as and when required. 
• Real Time & continuous follow-up with global support teams for Critical incident resolution. 
• Manage and coordinate activities during overall ticket life cycle. 
• Ensure that the Incident record is fully updated prior to Problem Management handover. 
• Responsible for sending all Incident notifications as per agreed process 
• Chair bridge calls for effective coordination, incident resolution, service restoration. 
• Continuously follow-up with support team for relevant notification updates per SLA, and drive resolution. 
• Follow the global Service Restoration Management Process. 
• Ensure Incident Time line Report is created immediately after resolution. 
• Contribution to ongoing process & operational improvements. 
• Uses professional expertise to integrate work and make operating decisions on escalated issues. 
• Accountable for objectives where goals and operational processes are defined. 
• Provide input to and coordinate the development of the Network Incident Report (NIR) and the Root Cause Analysis (RCA), including initial recommendations to prevent the re-occurrence of a similar incident. 

Aix System Administrator 

Tools : Remedy , Putty

Key Deliverables:

• 24x7 Unix Global Support team; handled user management/ packages management/ patch management.
• Remotely managing Aix production servers.
• Vital involvement in: creating/ managing user accounts and groups for Unix OS’s.
• Taking charge of file systems Backup and Restore configuration using tar.        
• Remote System Monitoring and support. 
• Diagnosing and resolving systems related tasks in accordance with    priorities setup in dealing with trouble tickets .
• Performed AIX 6.1 migrations.
• Performed Powerpath Upgrades.
• Worked on TSM process.
• Ensuring that services meet the SLAs at all times.
• Ensured compliance with the Change management/ Problem management procedures/ Service Level Agreements as documented in the Problem Severity matrix.

Servers / Batch Operations Professional

Tools : Remedy(Ticketing Tool), Contol M(Monitoring Tool), Putty, Tivoli Monitoring Console, NMC (Monitoring), Manage now (Ticketing Tool), Maximo (Ticketing Tool), Info Web, Webmons .

Key Deliverables   :

• Debug, Analyze and solve the user tickets with necessary co-ordination with the users.
• Maintained server backups, performing reruns and creating incident tickets using remedy.
• Closely monitored servers for availability and checked batch jobs run.
• Efficiently performed system re-cycles. Ensure that all back ground jobs where completed successfully.
• Monitoring Main frame and unix/windows platform. Working knowledge of REMEDY, Tivoli work load scheduler, Control M Batch Monitoring, having process knowledge on CA7 workload automation.
• Monitoring and restarting the scheduled batch jobs. Monitored schedules such as nightly servers check and conducted trouble shooting activities to resolve issues.
• Process knowledge in executing SQL queries.
• We use the SQL job written in stored procedure to run the daily/weekly batch job.
• Daily on shift basis we monitor the status of servers and jobs.
• Proficiently managed and monitored batch and system backups, on midrange/mainframe systems.
• Generate various reports like Daily Call Audit Tracker, Analysis Report, Compliance Report etc. 
• Worked in application support activities using ticketing tools like remedy, Maximo.
• Have experience in Application batch monitoring for performance, stability, escalation and issue resolution. 
• Ensure that every one is on the same phase. Restarting the abend job and performing root cause analysis for the failures. 
• Ensure high level of customer service by ensuring nil customer complaints. 
• Share knowledge and experience with team members and help in the achievement of team goals. 
• Ensuring that we provide clear and accurate information to the client and finally providing fantastic customer service. 
• Reviewing and analyzing the errors committed by the team and helping them in reducing their errors. 
• Working as a team floor walker and resolving team’s issues if any over the calls. 
• Maintaining call quality and ensuring that all the agents follow the perfect Call Quality to meet the expectations of the client. 
• Maintain the Team quality, by taking supervisor calls and giving timely feedback to the team & Quality report to the management.
• Worked on P1,P2 incidents on SLA basis.
• Implements Problem and Change Management controls, processes and practices to deliver aiding quality services meeting client needs.