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IT Service Delivery Manager/ AS400

I am currently available for work
Serial No: 14327

List top 5 skills: 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



Preferred Sector of Employment: 

IT and Technology

Spoken languages: 

english, Tamil

Locations I am interested in working:

Singapore, United Arab Emirates, United Kingdom, United States


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

• 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

• 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

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

• 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.