System Engineer Resume

SUMMARY

Over 6.02+ years of experience in the areas ofMajor Incident management, Problem Management
Changemanagement, Vendor Management, Data Center Management, Service Improvement, Team management.
Proficient in Implementation of New process, Project Management Skill and Technical Resolution.
Experience in Operations management and Process improvement
Proficient in Preparation of TechnicalReportsanalysis and MIS Reporting.
Have Excellent Communication and Customer relationship Management Skills.
Proficient in SLA management, Availability management, Application Support
Understanding of ITIL best practices
Have GoodUnderstanding of MS Office.

PROFESSIONAL EXPERIENCE

Confidential

System Engineer

Responsibilities:

Represent the first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels.
Responsible for the effective implementation of the process “Incident Management and Problem Management” and carries out the respective reporting procedure.
Undertaking research for the root - causes of Incidents and thus ensures the enduring elimination of interruptions.
Driving the efficiency and effectiveness of the SLA and Availability management process.
Handling and Managing and providing technical support to 2500 + users.
Follow-ups with the different teams and vendors for problems observed in the daily checkups.
Making performance reports and analysis.
Producing management information, including KPIs and reports
Monitoring the effectiveness of Process and making recommendations for improvement
Driving, developing, managing and maintaining the major incident process and associated procedures
Reviewing and auditing the process.
Monitor & Review and report to Management periodically.
Handle major Escalation & ensure speedy resolution
Ensuring strict adherence of all approved processes/policies
Monitoring and Maintain SLA.
Works closely with the teams and provides regular updates to Client
Coordinates with for resolving technical / business queries
Management Reporting & review meetings
Ensure assigned project handling in strict manner of Initiation, Planning, Execution, Control, and monitor; get feedback & sustenance of the same.
Coordinate with various locations for Operations & H/W updates
Coordinate with vendors and teams responsible within to ensure all escalated issues are closed within stipulated SLA time
In case of delays, in system availability escalates the same to business.
Ensure Documentation is in Place & updating to policies, work instructions, trackers etc.
Manage the roster considering the man power availability.
Publish RCA as per coordination with Technical / Respective team

Confidential

Data Centre Operator

Responsibilities:

The Confidential of India Foreign Offices Core Banking Services project is a US $ 150 million global project awarded for the deployment of the Infosys - Finacle Core banking system in SBI branches worldwide. Infosys partners the project with HP.
HP providing worldwide Operations Services for monitoring and managing the technology Platforms for the project.
Primary Datacenter’s (DC’s) in Mumbai (India), corresponding Disaster Recovery (DR) sites at Chennai.
The India PDC serves SBI branches in the Asia-Pacific, Africa, Middle East Australia, US and UK regions. A total of 32 countries connect to the India DC.
At total of 20 persons manage the India Datacenter and Data Recovery Center.
Handling and managing DCO team to provide the technical support over 16,000+ users throughout the foreign branches.
Monitoring and Troubleshooting Daily Tasks.(HP Openview)
Taking Backup of Unix and Windows Production server’ s (On Daily, Weekly and Monthly basis)
Restoration of Data on servers.(Data Protractor)
Preparing server performance status report which includes CPU, Memory and File
Installation of Software’s such Like Data protector Client, HP OVO client
Performed server hardening of Windows servers as per the Bank’s security policy and recommendations from security consultant.
Implementation, customization and maintenance of System monitoring.
Responsible for managing the successful resolution of Incidents within defined Service Level Agreements (SLA)
Coordinate cross department communications when required to assistin resolution of Incidents/ Problem Ticket.
Follow-ups with the different teams and vendors for problems observed in the daily check. Creating various reports.
Creating tickets for External Vendors for any hardware replacement on

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