SUMMARY:

12 plus years of overall IT experience, 7 years of experience as being an core ORACLE DBA and 5 years in the field of Program / Delivery & Project management. Responsible for service delivery, customer satisfaction, SLA Management/account management, team management, Managed Services Productivity & Cost Take Outs, Delivery Process Improvement & Productivity, Operational Excellence & People Competency, Average cost reduction, reduction of head count, SIP Initiative by driving LEAN & Six sigma projects

Working very closely with the customer on critical services / deliverables like Database management support & Middleware management support.

Joined Confidential, as an Assoc Ops Manager involving in project coordination & Escalation and provide leadership directions to the support groups involved in any rollout activity by understanding the business processes, gathering requirements, identifying potential bottleneck issues, managing scope and ensuring that an appropriate level of system support was provided all times. In addition to this, have met the project deadlines without any complaints from customer.

Currently handling 4 accounts, In these current accounts we have Database & Middleware service lines with L1/L2/L3 24/7 support. It is an onsite/offshore delivery model. Being the service delivery manager for these accounts, I’m responsible for the teams that maintain Database & Middleware operations. This is offshore/onsite model where there are 6 resources at on site and 15 resources at off shore.

Managing Customer Satisfaction, Strategic Planning, Operations management, Cost Reduction management, Service Centre Management, Key Account Management, Remote & On - site support, Process Transition and improvements, Management of Technical Documentation, Global Training & Development, Team Leadership, and Service Business/ Sales. People/ team Management, Managing large teams from Services and Cross functions across globe. Hiring, Mentoring & Coaching, Formulate and monitor Awards and recognition schemes, Career development plan, Retention and Succession planning, training plans, Ongoing development plans. Train and motivate cross-cultural teams in optimizing their performance levels.

PROFESSIONAL EXPERIENCE:

Manager

Confidential

Responsibilities:

• Responsible for $16M annual revenue by managing four large accounts
• Responsible for delivering the availability levels required to meet business objectives
• Responsible for Operations management to enhance the efficiency on the process
• Responsible for managing skilled resources to deliver and sustain a comprehensive, effective solution
• Responsible for defining Customer Management process
• Responsible for contract renewals.
• Ensure the deliverables are meeting the committed SLA
• Monitor & review the support process
• Carry out periodic customer service Audit
• Handling escalated problems & providing solutions
• Controlling & providing high uptime & quick response time
• Monitor and review team member’s performance periodically
• Ensure and to focus more on Service availability by proactive monitoring.
• Managing critical services like Database Management & Middleware Management.
• Reduction or prevention of service incidents by proactive process.
• Review Monthly report with the customer & come out with service improvement plan
• Trend analysis on troubled tickets.
• To take corrective and preventive action if required after the customer review.
• Resource planning & Resource Augmentations using demand plans.
• Increase productivity by freeing administrators from low-level task management so that staff can focus on higher value activities.
• Monitoring and maintaining quality of service as measured by metrics such as performance, efficiency, profitability, customer satisfaction, and take corrective action as required.
• Monitor performance of operations against budget.
• Proactively review positive trends, terms of initiatives, Service improvements and projecting it to the customer & at the same time Ensure negative trends are acted upon through improvements plans and actions which are highlighted
• Identify training needs for team members on critical/niche domains to cross train and develop secondary skills to enhance productivity and the gross margin of the account.
• Manage and drive a team that provides production support for customer databases
• Troubleshooting performance related problems for CRM, and DWH databases
• Supporting multi terabyte CRM and Data Warehouse databases
• Adept in installation, configuration, maintenance of Oracle 11g/10g/9i/8i and 10g RAC in Solaris, HP, AIX and Windows platforms
• Deploying backup, and recovery strategies using RMAN and handling Hot/Cold backup for Oracle 11g/ 10g/9i/8i databases in Solaris and LINUX platforms
• Performance tuning of large database for optimal performance using 10g OEM, AWR, STATSPACK, AUTOTRACE, SQL TRACING, EXPLAIN PLAN, ADDM, SQL Advisor and Performance views
• Migration and maintenance of Oracle Databases (10g/9i/8i)
• Installation, and configuration of Data Guard, Standby technologies in mission critical systems and configuration of Switch over’s and Failovers with Physical standby database on Windows and UNIX platforms
• Strong Database Auditing skills
• Cloning and re-building of databases from production to other environments in a short span of time
• Exposure to Database capacity planning and Volumetric Analysis of databases more than 2 TB
• Up gradation of Test, Development, Pre-production, and Production databases to latest Oracle Version
• Extending DBA support for multiple production, Staging, development, QA and test environments
• Insightful knowledge of ITIL processes and service management
• Initiating and instituting key backup strategies for critical and non critical RDBMS environments
• Updating of RDBMS patches on a periodic basis
• Executing Data migration between environments using Export/Import and Transportable table spaces
• Providing level 2, and level 3 line support for application teams and other support teams on backups, databases, networks, firewalls and providing out of hours support (on call)
• Designing new systems from scratch and providing support during pre, and post production phases
• Implementation and maintenance of UNIX/Windows based monitoring scripts
• Gaining significant exposure to tools such as Oracle Enterprise Manager, Statspack, RMAN, ADDM/AWR
• Coordinating with the Application support teams for addressing critical performance issues, and escalating possible performance/operation issues
• Implementing effective Capacity Management processes for reporting, trending, planning
• Ensuring all procedures and documentations are maintained and updated on a periodic basis
• Actively involved in troubleshooting day-to-day RAC related issues

IT Analyst

Confidential

Responsibilities:

• Performed Oracle installation on various OS, and handled migration of Oracle databases from 9i to 10g
• Installed 10g RAC binaries, setup 10g RAC databases, and created standby databases
• Installation, design & creation of databases on DEV, UAT & PROD environments
• Handled performance tuning using AWR reports, Statspack tools, and tkprof
• Extended crucial technical guidance during UAT & PROD cutovers
• Innovatively developed scripts for executing backups and automating the monitoring system
• Worked on Oracle 9i RAC with Sun cluster 3.1
• Implemented Oracle 10g Data guard
• Troubleshoot, and resolve infrastructure & RDBMS related problems
• Successfully deployed audit policies of the bank for newly created databases, and existing databases
• Built and maintained healthy relationships for assisting the transition of tested new environments from development into production

Technology Specialist  

Confidential

Responsibilities:

• Provided full DB infrastructure support to the customer database.
• Oversaw DBMS software installations, patch installations and database upgrades
• Designed physical (infrastructure) database environment including file system, disk layout, directory structure, memory usage, startup/shutdown, backup & archival solution, and high availability solutions
• Executes Database security patching
• Installation and maintenance of UNIX/Windows based monitoring scripts
• Managed backups, recovery, monitoring, and resolving infrastructure, and DBMS related problems
• Perform database recovery in the event of system/database failure
• Prepared Root Cause Analysis (RCA) for Sev1 and Sev2 tickets
• Instituting Permanent Corrective Actions (PCA) for high priority tickets
• Exposed to tools such as Oracle Enterprise Manager, Statspack, and RMAN
• Interfaced with the Application support teams for addressing and rectifying critical performance issues