An IT Application Operation & production Support manager with a unique blend of experience (16+ Years), including Application migration, Workload automation, Enterprise batch operation, Command center, by Team management, Operation & Service management in financial domains.
• Proven track record of building & managing high-performing teams, deploying & governing IT processes based on the ITIL Framework with assurance of SLAs / KPIs / OLAs and service quality.
• An established professional with experience in IT Services; planning, deigning, strategy development, leadership & implementation with strong exposure including Agile/Scrum methodology.
• Expertise in IT operation, Service management & Consulting activities, scope definition, process management, and compliance with IT quality standards; ensuring project delivery within time.
• Extensive experience in recruiting, managing and mentoring talented professionals in Application operation & Production support team(L1/L2) in supported technologies and processes.
• Worked on various Application migration & Enhancements projects, Production support.
• Experience with high availability System Design, deployment, Release management and conducting IWT, BCP/DR activities.
• Have done various fine tuning & automation work in IT operation & Support to reduce time/effort/money for the customer, such as Auto-ticketing, Alerting setup, True sight integration, AD-LDAP integration,, EOD/SOD fine tuning, Reporter automation, Node installation & setup, SNMP setup, Application/system batch jobs/alerts optimizations.
• Have done various CSIPs-Service improvements in the operational processes by defining the operational SOPs and establishing the best industry practices.
• Strong devotion to IT service management, support processes, SLA controls, audit compliance and experience in handling ITIL processes such as Incident/Problem/Change/Release and deployment management and meeting the SLAs.
• Strong analytical, troubleshooting, problem-solving and documentation skills.
• Worked closely with Application/product owner, business users, vendors, Sr. management, and technology stakeholders
• Worked closely with Infra team-Wintel, Unix, DBA, AD, Network, Cloud on Application related issues
• Have sound understanding of Trading, Insurance, Travel and multiple web Applications deigns and business functionalities of financial cust. (AMEX, ING, Bank of America, SGX, GIC)
• Project management: Full SDLC /Agile principle and Methodologies
• Result-oriented person with focus on Project/Service delivery