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It Operations Manager Resume

West Chester, PA

SUMMARY:

  • Over 15 years’ experience in IT Manager, Data Center Management, Information Security, System administration, Environment Delivery Management.
  • A self - starter with tenacity and eagerness to learn and do something different.
  • Excellent analytical, problem solving, communication, organizational and interpersonal skills.

TECHNICAL SKILLS:

Operating Systems: Windows Server NT/ 2000/ 2003, Active Directory, DNS, DHCP, installation, configuration and Administration. Red hat Linux all flavors, CentOS all flavors UNIX Server Solaris 9 & 10, AIX all flavors. Remote management services support

Database Tools: Provided IAM support to Sybase, Oracle, MSSQL servers.

Other tools: Web sense Filtering Solutions, MS WSUS administration, Symantec SIEM tool, Symantec Email filter solutions, Symantec AV, Symantec Endpoint protection, Mcafee AV, L0 support on Veritas Netbackup.

PROFESSIONAL EXPERIENCE:

Confidential, West Chester, PA

IT Operations Manager

Responsibilities:

  • Working as a project lead in launching new mobile service.
  • Held the responsibility of leading a team of 9 engineers 24x7 operations.
  • Responsible for their shift schedules, vacations, performance reviews etc.
  • Responsible to intake different components & co-relate different monitoring systems into single system to ensure smooth and efficient monitoring.
  • Responsible for creation and validation of different SOP’s and mapping them to the appropriate alarm to ensure no gaps in the processes.
  • Responsible to prepare daily/weekly cadence & performance reports and review them with the internal customer and other stake holders as necessary.
  • Responsible to explore automation opportunities and implement those with the help of developer/automation team to ensure manual hours are saved and processes are running efficiently.
  • Responsible to prepare weekly noisy alerts report and work with the respective stakeholders to cut the noise and ensure desk is monitoring meaningful alarms.
  • Responsible to participate in outage bridges during the high severity issues and make sure right fix agents are involved to mitigate the issue and send periodic notifications to the leadership teams with the updates.

Confidential, Downingtown, PA

Associate Operations Manager

Responsibilities:

  • Responsible for managing Data Center and IT operations.
  • Lead the 24x7 off-shore Monitoring team (Team size 7) to ensure 100% availability of servers.
  • Day to day job duties includes but not limited to resolve server hardware issues, Conduct weekly walk-thru in data center, resolve user queries, server build, partitioning, OS support etc.
  • Driven the EOL cycle server decommissioning project by contacting server/application owners which resulted in more than 500K savings to the customer.
  • Participated in data center migration from VA data center to PA data center which includes capacity, space planning, server build, and ESXi build.
  • Participated in implementation of server resources monitoring tool across the data center on 2000+ critical servers to ensure high availability of servers.
  • Worked on the following server platforms-Dell PE1950, Dell PE2950, Dell PE2970, Dell R830, Dell R610, Dell R900, Dell R720, HP ProLiant DL360, HP ProLiant DL380, HP ProLiant DL580, HP Blade Server C700
  • Worked on physical servers to VM migration for 500+ servers.
  • Responsible for 95% plus compliance of data center inventory in CMDB tool.
  • Responsible for vendor management (HP, Dell, and Sun) for any server hardware related issues.
  • Responsible to co-ordinate with different teams e.g. Application/Network/L2 teams in case of any outage situations.
  • Responsible for weekly availability, performance summary reports, daily updates to the customer and senior leadership.
  • Participated in requirement discussion with different teams like Network/Infrastructure build/application.
  • Responsible to intake and write SOP’s for different new alarms to ensure smooth transition in monitoring tool.
  • Participated in upgradation of Spectrum monitoring tool.

Confidential

Associate Operations Manager

Responsibilities:

  • Act as Resource lead for New Delivery (T-Systems to Shell Petroleum) commissioning phase (Team size 5)
  • Providing support to Shell users on deploying Windows/Unix VM’s per user request on DSI vCloud Management Platform.
  • Supporting Shell users on IAM Cloud Application.
  • Providing support to Shell users on Backup consultancy, Load Balancing, Application installation on newly deployed VM’s per user request.
  • Assisting Shell uses to connect newly deployed VM’s to Shell Active directory.
  • Supporting BAU Activities and 2nd line escalations within service line.
  • Lead weekly update meetings with Client Manager that included client feedback, project progress updates, recommendations to client’s team on resolving existing issues/bottlenecks, process improvisation and service reviews.
  • Worked on preparing various SOP, Process guide, Service Improvements on customer environment.
  • Received client appreciation for proactively working in new Cloud Application UAT (User Acceptance Testing)

Confidential

Associate Operations Manager

Responsibilities:

  • Team Manager (Team size 7) IAM on Barclay’s critical applications and infrastructure.
  • Responsible for team’s shift schedule, vacations, performance reviews etc.
  • Worked with Operations Maturity team for Project transitioning stage and preparation of PMR Review and present it to leadership team every week.
  • Supporting BAU Activities and 2nd line escalations within service line.
  • Lead fortnightly update meetings with Client Manager that included client feedback, project progress updates, recommendations to client’s team on resolving existing issues/bottlenecks, process improvisation and service reviews.
  • Worked on preparing various SOP, Process guide, Service Improvements on customer environment.
  • Received client appreciation for proactively working towards Project transitioning and initiation phase & recommendation for Lead role for 1st level management responsibilities.

Confidential

Principle Infra Engineer

Responsibilities:

  • Responsible to follow Change Management using peregrine service center tool to implement RFC’s for non compliances on Unix & Windows servers to ensure all servers are compliant.
  • Worked as backup of team manager and was responsible for team management and any customer escalations.
  • Responsible to get the compliance report from PCM (Policy Compliance Management) tool and review & rework on non compliances for Unix & Linux servers
  • Responsible to create BCJ (Business case Justifications) for risk which is accepted (e.g. Shared accounts, Non-expiry password accounts) OR is necessary to run the BAU.
  • Providing timely audit responses to auditors OR the information requested by auditors related to UNIX & Windows servers audit.
  • Performing user id attestation/access recertification using LCDB (leveraged compliance Database) on quarterly basis to ensure only authorized persons have access to customer
  • Gathering off payroll & inactive accounts information and request for removal to ensure only active accounts are present in customer environment.
  • Documents preparation for HP Security standard processes
  • Preparing gap analysis document to find non compliances on Unix & Windows servers and proceed with remediation for non compliances after necessary approvals.
  • Working on GCMS (Global compliance Management System) which is used as ticketing and Compliance management information site and tickets come under GCMS are Audit action items, Audit issues, Identify account ownerships, Reporting, Involving in New server Stand-up process.
  • Implemented Role based access control model in client environment on around 600 + Unix servers.
  • Responsible for seeking approvals for privileged accounts from clients as per compliance.
  • Responsible for assigning tickets and service requests to the team and getting it completed as per SLA.
  • Working on Active Directory, Solaris and AIX Servers for various client requirements on Identity and Access Management services.
  • Creation of users and assigning privileges as per role.
  • Deletion and Disabling users.
  • Running Shell scripts for various bulk requests on UNIX servers.
  • Preparing and maintaining various reports.
  • Responsible for daily operations call to track incidents and change request.
  • Following Change Management process defined by customer.
  • Working on Peregrine for Incident & Change Management.
  • Documentation on various procedures for team development.

Confidential

Technical Lead

Responsibilities:

  • Working on Incident Management.
  • Working on Identity & Access management (Identity Lifecycle Management)
  • Working on Symantec Antivirus (Managed) server/clients.
  • Monitoring Symantec ESM (Enterprise Security Manager) for server/s heath check and preparing report for the same.
  • Providing shared folder/s access to the users (Data & Resource Protection)
  • Working on Id creation, Deletion, Password reset, Role assignment for Sybase, Oracle and MS-sql database servers using DB Artisan tool.
  • Working on Id creation, Deletion, Password reset Role assignment for UNIX servers via CA identity manager tool.
  • Working on Id creation, Deletion, Password reset Role assignment for third party applications via CA identity manager tool.
  • Generating monthly reports for tickets received and resolved and sending it to client.
  • Preparing daily dashboard and uploading it for operation maturity.
  • Preparing monthly Metric report for operation maturity.
  • Adhering different SLA for different type of Incidents/Service requests
  • Working on Peregrine ticketing tool.

Confidential

Associate Consultant

Responsibilities:

  • Worked on Symantec Email Security Appliance (Anti-Spam) for email related issues.
  • Worked on Web content filtering server (Websense - Web Security)
  • Worked on Symantec Antivirus (Managed) server/clients.
  • Worked on Symantec Endpoint Protection 11.0 server/clients.
  • Implemented SSIM in local environment and Worked on SSIM (Security Information Manager) event correlation tool for monitoring security incidents.
  • Creating and implementing various types of policies for web content filtering server, Mail Security Appliance (Anti-Spam) and Symantec Antivirus server as per customer needs.
  • Product Specialist and Point of contact for Symantec Antivirus service and Mail Security Service
  • Migrated Symantec Antivirus corporate edition to Symantec end point protection for more than 2000 users
  • Centralization of Symantec Antivirus server for 16 locations across the globe.
  • Symantec Firewall Policy created and implemented for more than 1000 users.
  • LDAP Synchronization with Symantec mail security Appliance.
  • Created Process Documents/Operation Manual in order to streamline various services given to the customer
  • Technical training given to team on Symantec Anti Virus and Mail Security Appliance (Anti-Spam)
  • Accreditation received from customer for timely and satisfactory service.
  • Worked on Incident Management.
  • Worked on Change Management defined by client.
  • Monitoring VERITAS Netback up for any backup related issues.
  • Provisioning customers for HP email filter service.
  • Worked on Remedy and Titan ticketing tool.

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