IT Service Delivery Manager

Available

Serial No: 14327

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Skills keywords: as400, change manager, incident manager, it manager, problem manager, service delivery manager, transition manager

Short Bio:

• Qualified Bachelor of Engineering from Anna University, India with significant experience acquired over the years in diverse areas encompassing IT Operations Management, System Analysis & Administration, L1/L2/L3 Administration, Networking Operations, Service delivery Management, Transition & Transformational Management, Technical Support and Team Management. Currently spearheading as a SME, Engagement & Transition Lead with IBM India Pvt. Ltd.
• Professional competencies in managing the comp

Current location:  Tamil Nadu, India - View on map

Nationality: Indian

Preferred Sector of Employment:  IT and Technology

Spoken languages: english, Tamil

Location I am interested in working: Anywhere

Education/Qualifications

Graduated as Bachelor of Engineering in Electrical and Electronics at Anjalai Ammal Mahalingam Engineering College –Kovilvenni affiliated by Anna University from 2002 to 2006 with 72.5 %

Technical Qualifications
Language : C and C++
Operating System : Windows 9X, XP, Linux, and OS400,SQL ,I series
Database : Oracle 9i, 10g, 11g

Certification:
• ITIL V3 Foundation Certified
• IBM Global Business English
• Oracle Certified Associate (OCA )
• Oracle Certified Professional (OCP)
• IBM Certified I series administrator

Professional Experience

Company : Nokia Siemens Networks
Tools : BTS, Java GUI, OMU. Citirx, IBM I series, Oracle
Duration : Mar 31, 2007 – Oct 01, 2008
Projects : Vodafone India, Airtel, Idea

ROLES/RESPONSIBILITIES:
• Provided a level support to remote Nokia switches through AS400
• Traffic measurement and analysis for India BTS Sites
• Analysis and trouble shooting of BTS & mw transmission related alarms.
• New site creation by various tools with MML
• Trouble Shooting the BTS of the all sites through citrix meta frame server
• Preparing reports to the concern circle all over India

Company : IBM IND PVT LTD
Tools : IBM I series, Oracle, SQL/
Duration : Oct 01, 2008 – Present
Projects Handled :Manheim Auctions , Belk Stores , ABCR Car Rental , Disney Land , Rogers Communications , MTS Telecommunications , DHL Express, Seaway Marine Transport , Honda Motors , Manulife Insurance Corp , Sysco , Campbell , Navistar , VF Corp , Johnson & Johnson , NBFG Corp . Campbell Soup, Healthnet, Godiva, Legal & General, NYK Logistics, CMA systems, Michelin, ABC, Amersource Bergen, FedEx Corp

ROLES/RESPONSIBILITIES
• I series System Support,
• Technical Subject Matter Expertise for L1/L2/L3 Support,
• Service Delivery Management
• Problem Management
• Change Management
• IT Operations management
• Engagement & Transition

I Series System Support

• Ensured proper operating procedures are followed while handling console instruction, queries, error messages and machine malfunctions.
• Planed and organized the running of system jobs and processes.
• Informed management, systems, and programming personnel of errors and problems with job processes and equipment.
• Handled job queues and console messages and ensured deadlines and production standards are met.
• Ensured quality standards compliance by reviewing production printouts and reports.
• Assisted users with computer program problems and questions.
• Maintained computer hardware and updated appropriate records; replaced ribbons and toner cartridges.
• Worked with CLP (Command Language Programming) on the AS/400.
• Completed back-ups of system information or the restoring from back-ups of system information.
• Maintained off-site storage security area.
• Created device descriptions and output queues (printer connectivity).
• Created, maintained, and deleted user profiles on the system.
• Assisted in researching and documenting processing failures.
• Recognized and forecasted operations problems and reported them to supervisor.
• Performed audits on new processes and maintained procedures/schedules.

Technical Subject Matter Expertise for L1/L2/L3 Support

• Assist in daily administration of IBM AS/400 computer hardware and software.
• Assist in installation, configuration and maintenance of AS/400 computer hardware,
• software, networked devices and AS/400 client-access software, journaling, mirroring software, etc.
• Develop, document and maintain procedures for system utilities, such as backups, restores,
• performance tuning, and configurations and perform daily and quarterly backups of production systems and other backups as required.
• Assist in the planning, development and integration of enterprise-wide networks, communication, and technology systems
• .Load and test operating system and application software releases, and fixes in both test and productions environments and load application and software patches; run performance and file tuning utilities; etc.
• The system of functioning hardware and software must be maintained and supported 24 hours per day, 7 days per week
• Document and implement applications specific security groups and classes. Cross train other team members in AS/400 administrative skills.
• Participate in systems administration team and share responsibility for management of the AS/400 and Windows servers.
• Knowledge of AS/400 system administration and troubleshooting.
• Knowledge of AS400 High Availability setup MIMIX, iTerra, etc.
• Knowledge of AS400 networked systems, access and security guidelines and procedures.• Knowledge of network hardware and software troubleshooting techniques.
• Skill in solving technically challenging problems involving AS400 based critical application and hardware issues.
• Skill in prioritizing and balancing multiple tasks.
• Working knowledge of RPG programming is preferred.
• Skill in providing excellent customer service.
• Skill in working in a teamwork environment.
• Skill in Windows Active Directory.

Service Delivery Management:

• Monitors and reports on service delivery metrics and overall performance.
• Coordinates planned changes with customer service, change management and operations.
• Maintaining the relationships with technical teams, IT, and business partners. Communicates on major service outages/escalations.
• Manages service delivery teams and individual objectives, performance and development. Develops and operates a broad set of service level management tools.

IT Service Change Management:

• Creates standardized procedures for business justification demonstrations in IT service change management.
• Advocates the use of effectiveness measures in demand analysis for proposed IT service changes.
• Provides insight into developing solutions for infrastructure changes in IT service.
• Contributes to the establishment and use of best practices in IT service change management.
• Elaborates on industry trends and directions in IT service change management.
• Generalizes on the value of understanding past and future perspectives in IT service change management.

IT Operations Manager:

• Administer and monitor daily and monthly computer operating systems.
• Prepare reports and ensure optimal performance and maintain records of service level agreements for customers.
• Design, implement and ensure efficient maintenance and ensure compliance to all disaster recovery plans.
• Perform appropriate tests and provide training to upgrade product quality and standardize all artifacts.
• Assist technical staff to check and ensure resolution of all issues to achieve all objectives.
• Administer all spheres of OC physical planning, provide security and backup for recovering systems.
• Determine availability of systems and IT network application process.
• Design and maintain all It processes according operation policies through standardization of methods.
• Maintain and prepare all paperwork for various activities activities and provide performance backup to retrieve data in case of emergency.
• Participate and manage all communication IS technical direction and initiatives.
• Monitor all communication for each customer to assess operations within timeframe.
• Administer and provide upgrade to systems and escalate issues.
• Prepare designs and evaluate all balancing functions as required by IT departments and other functional areas.
• Prepare and review all Service Level and Operation Metrics and KPI scorecards for service delivery.
• Analyze all continuous up gradation process through various proactive self initiated projects and ensure efficiency.

Engagement & Transition – 2010
Travelled to Canada in the year of 2010 for engagement & solution

• MTS Communication, DHL Express, Seaway Marine Transport, Manulife Corp, Diners Corp
• Successfully completed the solution and made the projects steady state

Engagement & Transition – 2014
Travelled to Pittsburgh United States twice in the year of 2013 & 2014 for FedEx account

• Successfully completed the transition & Solution and the account has implemented and operating from India

Achievements in IBM

• Have been Working and providing first and Second level support as a “AS400 system technician” for Manheim Auctions ,Disney Land ,Avis Budget Car Rental Allied Holdings ,Belk Stores,FlintInk Corp ,Technicolor,MTS,DHL,DINERS,Seaway and Rogers communications
• Traveled to Canada as a SME/Team and transitioned DHL, Seaway, Diners and MTS accounts to India and successfully implemented.
• Promoted as a Team lead / SME and supporting as technical operational Analyst for 25+ projects/accounts
• Have been awarded as a Top contributor in IBM for 3 consecutive years
• Traveled to United States for FedEx account and working as a Transition Lead for I series platform
• Received “ HALL OF FAME “ from IBM and received many appreciation for excellent delivery from FedEx & IBM
• Received an award from IBM & Client on the successful delivery management from past 5 years
• Received a shield from IBM on the completion of 5 successful years

Knowledge in Oracle Database Administration:

• Schema and User management.
• Space maintenance as per requirement for table space and segment.
• Database health monitoring using trace files and alert.log.
• Well verse with recovery procedures in archive and noarchive database log mode.
• Installation of Oracle on Windows and Linux platforms with operating system environments.
• Primary knowledge of PL/SQL scripting and very good in SQL scripting.
• L1 support level technical knowledge for Automation of DBA tasks.
• Troubleshooting of Oracle network and difficult ORA-errors.
• Basic level technicality of LINUX and UNIX platforms.