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Service Delivery Manager -scrum Master Resume

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Wilmington, DE

SUMMARY

  • Certified IT Service/ Project Management Professional with 11+ years of extensive experience in Production Support, Service Transition, Service/ IT Project Operations, Continual Service Improvement and IT Infrastructure Management on high - visibility projects in banking domains
  • CSM (Certified Scrum Master) Agile methodology professional Organized and facilitated sprint planning, daily stand-up meetings, reviews, retrospectives, release planning, demos and other Scrum-related meetings
  • Extensive experience in support Operations management at Global Shared Service Model - coordinating, implementing, managing, measuring and improving the IT Support. Have designed and executed continuous improvement support processes for high productivity of Global IT Support projects in engagement of large magnitude.
  • An expert in Incident, Change, Release Management and also experienced in setting KPIs, CSI plans, root cause analysis, quality audits, SLAs and reporting adhering to the service delivery standards. Well versed with the formal ITIL methodology, SharePoint, Communications Management, Risk Management.
  • Managing new Requirements /changes and stakeholders (Business, technology and Architects) and planning corresponding releases for the requirement.
  • Managing resources /estimates for successful delivery of the requirement in the release as scheduled.
  • Extensive knowledge of capturing and analyzing business requirements, identifying risks and evolving with mitigation plans, developing functional specifications, implementation, testing and validation.
  • Experience in Building application integration flow and preparing implementation plan, run book, release plan for IT support teams
  • Experience in Configuring Windows/LINUX/AIX application server & Services Monitoring base through Nagios FAST DNS Console.
  • Expertise in managing Unix Shell scripts Auto\Long Run jobs from different application database servers through BMC Control-M Enterprise Manager 6.4
  • Expertise knowledge in HP Service Manager (Peregrine), JIRA ticketing and tracking tools used across application support projects and managing SLA on reporting issues.
  • Experience in HP Application Lifecycle Management 11.0 defect tool in managing and tracking defects.
  • Experience in managing Services/Application pool of the J2EE applications on WebSphere, Web Logic Console 8.1,10.3
  • Experience in IIS 7(Application Server Manager) on managing web services, application pool and services
  • Experience in managing SSL cert implementation & renewals for UNIX Servers.
  • Extensive experience in Release Management on running command center, scheduling applications release, outages and vendor management. Having business knowledge in Mortgage Banking.
  • Experience in working with various databases like Progress, Oracle and SQL Servers
  • Excellent communication, analytical and interpersonal skills and highly motivated team player with ability to work independently.
  • Experience in managing EPV (Enterprise Password Vault) and UNIX Keon route access for users.
  • Experience in Vendor management with all top vendor like KFD/Credco for Credit and FreddiMac & FenniMae for loan Underwriting
  • Experience in IBM AS/400 in monitoring LPAR and subsystem and running batch jobs.
  • Ability to learn and adapt quickly to the emerging new technologies
  • Experience in Citrix Client and creating virtual servers for application health check and troubleshoot purpose.
  • Having knowledge in Intelligent Storage systems concepts & RAID technology
  • Experience in Onbase Timer Client server process and Captiva Filenet Document Management.
  • Experience in working Progress OEM (Open Edge Management) in handling XLOS/ZMAINT Admin Server and Web Speed Brokers.
  • Experience in managing EPV (Enterprise Password Vault) and UNIX Keon route access for users.

TECHNICAL SKILLS

Operating System: Windows Server 2003/2008, LINUX/AIX server, IBM AS400

Application: BMC Control-M Enterprise Manager 6.4,HP Service Manager (Peregrine),HP Application Lifecycle Management 11.0,SQL Server Management Studio 2008 R2,JIRA,Confluence,Citrix Client Perforce, Toad, SQL Developer Web view MQ, Cluster Administrator Reflection 2011,Super Putty Tivoli Enterprise Monitoring

Hardware: Sun-Fire-V880, Sun-Fire-V240, Ultra-60, Sun-Fire-480R, UltraAX-i2

Web Server: Web Sphere 5.1/6.0/6.1. WebLogic Console 7.0, 8.1 & 9.0, 10.0, Apache Tomcat 5.5 & 6.x, Web Speed Broker, Admin Server, IIS Admin

Tools: Progress OEM, XBERT, File Mover Nagios FAST Console, File Zilla(SFTP) Base 24,Twinet Gold Emulator

Databases: Progress, SQL, Oracle

Language: Borne, Shell Scripts

PROFESSIONAL EXPERIENCE

Confidential, Wilmington DE

Service Delivery manager -Scrum Master

Responsibilities:

  • Building relationship with IT technical teams and business partners. Communicating on major service outage/escalations.
  • Managing scrum & Kanban agile methodology team as scrum master using JIRA dashboards and conducting scrum ceremonies and helping team to keep up burn down chart.
  • Managing and coaching team on agile methodology and providing technical detail to product owner and team to groom their stories.
  • Identifying and removing impediments for team members and helping to achieve goal during sprint.
  • Managing Continuous Integration (CI) team and their activities through Kanban agile methodology in JIRA dashboard.
  • Managing daily stand-up calls and scrum after scrum meetings and helping team to come up with shortest definition of done (DOD) and acceptance criteria.
  • Monitor and prepare reports for weekly and monthly on Service Delivery metrics includes the incident, change and problem tickets.
  • The reports shows the application performance and infrastructure performance for the month and service level credits.
  • Responsibility on the critical and high priority incidents, prioritizing incidents based on the impact and urgency.
  • Hosting Change Advisory Board (CAB) meetings on the implementation of Changes.
  • Assessment of risk and business continuity, Change impact, resource requirements and Change approval.
  • Working with client and operations teams to identify and manage service improvement plans.
  • Ability to follow hardware and software best practices as defined by the managed services management.
  • Involved in application integration process flow and vendor management. Managing health check in various environments to make sure application work and interacting with other applications and vendor.
  • Implemented and Configured and managing all application Windows/Linux hosts & services in Nagios tool through Bourne script in Fast linux Console server.
  • Managing SSL cert renewal and implementation through Cert Vault application.
  • Configuring and managing application jobs through Control-M Manager.
  • Troubleshoot application issues by analyzing XML in XBERT tools and configuring vendor URL & allocations.
  • Reviewing all application patch implementation plans and coordination between support teams.
  • Acknowledging and triaging application issues and engaging respective team to resolve issues within SLA.
  • Checking LINUX/AIX Server logs on troubleshooting application issues, correcting Disk Space and changing File permissions.
  • Configuring application servers in Tivoli Enterprise Monitoring tool and managing Net cool Auto generating tickets on File Mount/Disk Space issues.
  • Creating and managing application issues reported by QA team through HP Service Manager (Peregrine) ticketing & HP ALM tool.
  • Managing and troubleshoot web services & application pool services through IIS 7 and Web Logic Console 8.1
  • Managing application request status, resources and metrics through Atlassian tool JIRA.
  • Managing team knowledge base and documents through Confluence and Share point.
  • Responsible for configuration management, monthly review on the devices in the Monitoring and ticketing tool are up to date.
  • Communicating across organizational boundaries - from engineers through senior management
  • Project involves with major coordination between the project management and Shared service model customer, make sure the overall Service Level Performance is achieved on Incident.
  • Analyze, report and review actual Service Performance against SLA, Removing all obstacles to customer satisfaction through form of CSAT survey.
  • Managing application release on each iteration release and running command center Go/No Go call and release the application for business.
  • Managing SSL cert renewal and implementation through Cert Vault application and Configuring and managing application jobs through Control-M Manager.
  • Reviewing all application patch implementation plans and coordination between support teams. Acknowledging and triaging application issues and engaging respective team to resolve issues within SLA.
  • Configuring application servers in Tivoli Enterprise Monitoring tool and managing Net cool Auto generating tickets on File Mount/Disk Space issues.
  • Managing application issues reported by QA team through HP Service Manager (Peregrine) ticketing & HP ALM tool.
  • Managing and troubleshoot web services & application pool services through IIS 7 and Web Logic Console 8.1. Analyzing user access in Progress Database server and File Permissions in UNIX Server.
  • Participating daily/weekly/Defect stand up calls with support/QA teams and internal team meetings. Managing and troubleshooting Vendor issues and engaging them through escalation procedure.
  • Troubleshooting MQ queue request/response queue issues through Web view MQ tool. Managing Web speed brokers through Progress OEM and running the scheduled jobs through FAST ARM

Confidential

Project Lead

Responsibilities:

  • Managing and reviewing Run Sheets, Tape Calendar, and Processing Dates before sending to clients on daily/weekly & Monthly basis.
  • Responsible to ensure all response and resolution SLA’s are met for all incidents and service requests that are raised. Identifying the gaps and filling the gap with process in the Critical priority QRM meetings. Reviewing and providing the signoff for the morning status report, daily application check out, Heat map reports.
  • Preparation of process documentation and periodic updates on the Incident Management contact list, Incident Management guidelines documents.
  • Vendor management on the application server supported by third party vendors. Manage the KEDB (Known Error Database) for utilization by the incident management team to ensure a faster response on known issues.
  • Managed database Cluster and Documentum while patching the commercial servers. Manage Source Code Repository - Perforce and Build configuration tool- CrusieContol.NET
  • Provide production support for the Commercial Technology Group onsite which includes
  • Scheduling the patches for Wintel and UNIX servers.

Confidential

Project Lead

Responsibilities:

  • Performing Batch Jobs as per daily Run log in TANDEM, FILENET & AS/400 Systems.
  • Monitoring the status of ATM’s, Switches, Links through TANDEM System Filters.
  • Taking Backup in TANDEM System and Monitoring for Successful Completion.
  • Through BASE24 Switches performing Refresh jobs based on the region.
  • Building package for the Database fixes and deploying the
  • Code/Database/Reports/DGS (Document Generation Service) templates to PROD and
  • Non PROD (DEV/SIT/UAT/DR & Training) applications.
  • Performing Deployments (Code, Database, Reports, DGS templates and .xml files) for
  • PROD and Non Prod applications (CeLT, Basel, CREAM, CBBS and Strategy).
  • Manage the Source Code Repository - Perforce and Build configuration tool - CrusieContol. NET
  • Work with DBA’s for any SQL/Oracle script errors or issues.
  • Providing support for Commercial PROD and Non Prod servers (UNIX & Wintel) patching.
  • Monitor all 4500 ATM machines status and provided online support on all type os alerts.

Confidential

System Analyst

Responsibilities:

  • Responsible for Administration and troubleshooting of Novell 4.11 OS and Windows
  • NT/98/2000/XP Systems.
  • Integrating Window NT with Novell Netware based system and enabling Netware login services.
  • Performing Backup & Restore tasks and configured print server to manage the n/w printers.
  • Managing network connectivity, managing VLAN, troubleshoot routers, DHCP and other network related jobs.
  • Managing corporate FTP server, E-mail server and system user mail boxes.
  • Implement, audit and enforce agreed system polices.
  • Customizing, implementing and Administration of Confidential (an MRP II from Confidential Corporation, USA). Modules handled include AP, GL, Stores receipts, Sub-contracting & Purchasing.

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