PROFESSIONAL SUMMARY:

• Providing efficient IT Services to meet customer business requirements.
• Applied knowledge of ITIL Operations, Project Management, Agile, Lean, Six Sigma best practices
• Incident, Problem and Change Management, Confidential, Confidential, Production Stability
• Software Development Life Cycle (SDLC) methodologies - Waterfall, Agile, Scrum, Kanban
• JIRA, Service Now, Peregrine, MS Project, SharePoint, Visio, MS Office, basic SQL
• Storage Infrastructure Support: EMC SAN and NAS, Netapp NAS Filers, Cisco / Connectrix / Brocade switches, VIPR SRM, ECC, Unisphere, Networker Backup & Recovery
• Customer Responsiveness, Cross Functional / Technical Collaboration
• Performance Metrics & Measurements, Reporting and Documentation

PROFESSIONAL EXPERIENCE:

Confidential

Application Support Group Lead

Responsibilities:

• Leading the Wealth Management Americas Application Support Group teams supporting EDW and Service Center clusters - Facilitate all incoming work, manage projects, interface between key stakeholders (Service & Product Managers, Technology owners, Application Development Teams and Business Operations)
• Managing Problem Management as a horizontal service across various application clusters; Ensuring quality root cause analysis; identifying improvement areas and ensuring execution of agreed action items and improvement projects
• Maintaining production support for tier 1 applications: Production Support Activities, Incident, Problem and Change management, Infrastructure and Application Releases risk assessment and approvals, Business Continuity Management activities
• Focus on reducing redundant incidents, automation of repeated tasks, infrastructure improvements, process improvements, tighter change controls, eliminating defects, shorten mean time to repair, reduce impacts and drive efficiencies, enhance process adherence.
• Project Manager; ensuring successful delivery within time and scope.
• Production Stability Program
• Mainframe Batch Delay Management Process
• Firewall Rules Certification Project
• Reporting and presentations - Status updates, KPI Metrics, Trend Analysis

Confidential

Problem Manager

Responsibilities:

• Problem and Incident Management: Incident and risk control, production loss / risk assessment, drive remediation actions, facilitate postmortems for critical incidents, recommend corrective actions, lead postmortem reviews, present data to management team
• Determine scope and impact of reported technology and manufacturing issues, as well as customer complaints; Coordinate resolution by working with to Development, Manufacturing, Technology, Marketing, Analytics and/or Customer Care Group | Provide On Call Support
• Identify, and drive process efficiencies and continuous improvements that translate to increase in revenue or reduce business loss
• Provide change control; approve production patches for emergency fixes, provide inputs for work prioritization in development teams’ sprints
• Identify correlation between changes, alerts, incidents and problems; analyze trends; identify potential areas for problem reduction, and technology, process and service improvements
• Process Owner:
• Customer Care’s Process: Improving communication, improving escalation process, facilitating faster resolution of high impacting or recurring problems, being voice of the customer
• Change Management: Created Change Management Workflow in Service Now to suit business requirements of Confidential . Ensured process adherence
• Risk and Incident Management (RIRM): Ensuring Compliance, process improvements

Confidential

Problem Manager & Storage Infra Support Administrator

Responsibilities:

• Problem Management: Overseen, managed and escalated problems that impact infrastructure stability - process, people and technology
• Problem Analysis and Resolution for Incident Control (pro-active and re-active) - Problem records and associated tasks, identify problem owners, facilitate root cause analysis, assess impact, determine scope and deploy corrective actions
• Operational efficiency:
• Deploying ITIL Processes, Process Optimization, Standardization and Documentation to facilitate efficient work flow within & across teams, ensuring process adherence
• Improved team response time - Successfully driven long-standing work backlogs to closure. E.g. Reduced 68 long pending problem tickets to only 2 records in 2 months
• Process alignment; data validation and correction to maintain accuracy
• Reduced Change related incidents by 15%, Human error incidents controlled
• Improved process of vendor engagement & measures for faster problem resolution
• Maintained a known error database ( Confidential ) - known errors and their solutions were recorded
• Regular reviews with senior management and the business to apprise them of current issues, problem management strategies and achievements
• Project Management - Building project team, planning project tasks, executing and effectively managing scope and agreed timelines, track and report progress, risks, milestones, metrics
• Identified and worked on Infrastructure Enhancement, Incident and Problem Control areas
• Reduced VCMDB device alerts: 400+ man-hours saved annually; 60 hosts remediated
• Mitigated business impact caused by assets at end of service life - EOL Assets Vs Critical Incidents Analysis, migrate / refresh / eliminate assets at EOL
• Backup Service Enhancement: Reduced performance and application accessibility issues due to backup schedules running into business hours
• Infrastructure Availability: Ensured Resilient Connectivity of Servers to Storage, Resilience checks, Failover & Availability Tracking to prevent business outage
• Reports: Key performance indicator (KPI) Metrics, Availability Metrics, Quarterly reviews
• Administration and support of SAN and NAS infrastructure of Global Confidential Data Centre’s
• Health checks, maintenance, monitoring of SAN / NAS Arrays and Switches
• Patching and zoning new servers, storage allocations from EMC Clariion / Symmetrix DMX / Vmax / Netapp NAS Filers, Replications, and Decommissions of old servers

Confidential

Storage Administrator

Responsibilities:

• Incident Management for severity 1, 2, 3 and 4 incidents - Providing incident resolution within agreed Confidential ’s and minimize business impact | On call Support
• Coordinating and implementing environment improvements and standardization
• Change Management: Submitting change requests, assess risk / impact, back out / failover plan, obtaining necessary approvals, representation to CAB, implementing approved changes within change window and effective communication with stake holders | Confidential maintenance
• Process Mapping, Process Standardization and Documentation, identifying gaps and improving existing processes, creating and maintaining process documents
• Six Sigma project: Reduce number of incidents which exceed Time to Resolve Confidential by 30%