Manager Management

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Summary

. * years of IT Infrastructure and Business Services monitoring

experience for various complex IT Infrastructure environments as a

Technical Specialist and Subject Matter Expert.

. Excellent communication skills (written and verbal) conducting

business workshops/trainings and producing professional IT

documentation suitable for a commercial environment.

. Experience working in the United States of America (USA) and United

Kingdom (UK)

. Vast experience in IT Infrastructure and Business Services monitoring

tools like - HP OpenView Network Node Manager(NNM & NNMi), Operations

Manager, Performance Manager, Sitescope, BAC and Performance Insight;

CA ehealth; IBM Tivoli Netcool/OMNIbus.; Zabbix.

. Experience in providing training and mentoring teams.

. CCNA Certification- good working knowledge in Routing and Switching

domain, especially in Cisco Routers and Switches.

. Incident, event and problem management for complex IT Infrastructure

environment - providing 24 hour / 7 days per week technical support on

an on-call basis.

. Acted as the primary focal point and owner of IT Infrastructure

Monitoring tools.

. Helped design and developed User Acceptance Test plans for several IT

Infrastructure (Network, Hardware and Software) Management Systems.

. Well versed in ITIL Framework, with ability to implement processes for

optimising IT Infrastructure Services thereby increasing efficiency in

the business of the organisation.

. Extensive experience in Linux, UNIX and Microsoft Windows Server & PC

Operating System.

. Programming skills - Shell Scripting, AWK, Boolean Logic and SQL.

. Excellent understanding and good experience of the Systems Development

Lifecycle (SDLC) and IT project delivery.

. Involvement in the Pre Sales activities to demonstrate the

capabilities of Network Management Systems.

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Technical Areas of Expertise

. Enterprise IT Infrastructure and Business Services Monitoring Advanced

. Unix (Solaris, HP-UX, Linux) Advanced

. Intel Server (Windows Server Editions) Advanced

. ITIL Framework Advanced

. Routing and Switching Advanced

. Systems Development Lifecycle (SDLC) Advanced

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Employment History

Hewlett-Packard (HP) December 2010

- December 2012

Bank of America, USA

Performance Management Team, [pic]

Role: ITO Service Delivery Consultant (Network Tools

Specialist)

Responsibilities: Part of a 30 member strong team providing support and

implementation of Performance Management tools used for Reporting and

Capacity planning of the network infrastructure of Bank of America. My main

responsibilities were:

. Primary point of contact for administrative/maintenance/Break-fix

activities of the Performance Management platform eHealth, OpenView

NNMi - Performance SPI & OpNet.

. Liaise with vendor and perform upgrade, patch installation & hotfixes

for the Performance Monitoring tools.

. Completion of all projects within the SLA (Service Level Agreement).

. Incident, event and problem management for the Infrastructure of

client's Data Centre.

. Training and Mentoring of junior engineers and other team members.

. Documentation of knowledge base articles, user guides and manuals for

consolidation of new learning and building processes.

. Design and develop User Acceptance Test plans for several IT

Infrastructure monitoring systems.

Significant Achievements and Contributions:

. Award received as recognition for my contribution to the capability

building of my team.

. Appreciation for the successful migration of the Performance

Management platform from ehealth to HP OpenView NNMi Performance SPI

(Smart Plug-in). This had tremendously saved the operations cost for

our division as the new Performance Management tool's vendor is HP

itself.

. Appreciation to my team from senior management for successful

deployment of tools.

. Contributed business process and technical articles to the HP Best

Shore ITO Knowledge Base.

Amdocs Limited. March 2009 -

December 2010

Amdocs Interactive, USA [pic]

Network & Server Management Team

Role: Sr. Subject Matter Expert

Responsibilities: I was the part of the division that makes software that

manages digital content for our Telecom customer's web portals. Along with

the sale of the product we offer Managed Services to our clients- AT&T,

Sprint, T-Mobile wherein we manage the software deployment, upgrades,

customisation and application management for our clients. We were also

involved in the capacity planning for the Data centers where our client's

servers are situated. My main responsibilities were:

. Configuration, support & deployment of IT Infrastructure and Business

Services monitoring tools.

. Incident, event and problem management for the tools used by the NOC.

. Performed upgrade, patch installation & hotfixes for the IT

Infrastructure management tools.

. Development of scripts for the customisation of Network, Server and

Application monitoring as required by the client and also for the

seamless deployment of tools.

. Design and develop User Acceptance Test plans for several Performance

Management, Network Infrastructure Management and Server/ Application

Management Systems.

. Documentation of knowledge base articles, user guides and manuals for

consolidation of new learning and building processes.

. Training and Mentoring of junior engineers and other team members.

Also trained NOC operators.

Significant Achievements and Contributions:

. Successfully mentored and trained team members in the various tools.

. Appreciation from senior management for the tools deployed. Planned

and successfully implemented integration between HP Openview

Operations Manager, Network Node Manager, Performance Insight and

Performance Manager used by Monitoring team.

. Contributed business process and technical articles to Amdocs

Interactive's Knowledge Base.

. Was deputed to the Amdocs, Seattle, USA on two occasions to scope &

plan two major roll outs for our clients.

Tech Mahindra Ltd. January 2008

- March 2009

British Telecom, UK

Network & Server Management Team [pic]

Role: Technical Associate

Responsibilities: Provided support for EMSE, an Enterprise Management

Platform comprising of diverse EMS and NMS applications integrated to

provide service and network management capabilities for British Telecom as

well as their customers. The platform has over 60 applications (COTS and

Bespoke) which are integrated, deployed over more than 1000 servers, on

diverse operating systems and managing more than 150000 devices. My main

responsibilities were:

. Requirement gathering and relationship building exercise as part of a

team from TechM with British Telecom, London and Leeds, UK offices.

. Lead the NOC team in monitoring Critical and Major events.

. Incident Management (1st and 2nd line) for entire platform.

. Provide Level 3 support for Network Infrastructure System.

. Integrated with Change Management and Capacity Planning teams of the

client.

. Development of scripts for the customisation of Network, Server and

Application monitoring as required by the client and also for the

seamless deployment of tools.

. Performed upgrade, patch installation & hotfixes for the IT

Infrastructure management tools.

. Integrated with Problem Management, Change Management and Capacity

Planning teams of the client.

. Documentation of knowledge base articles, user guides and manuals for

consolidation of new learning and building processes.

. Training and Mentoring of junior engineers and other team members.

. Work with QAs in order to improve and streamline the process followed

in the team.

. Achieve monthly targets set by client, thereby making the transition

smooth from client.

Significant Achievements and Contributions:

. Client appreciation for efforts towards achieving monthly targets set

by client and also for the Knowledge Base transfer, thereby making the

transition smooth from client.

. Successfully mentored and trained team members in the various tools.

. Contributed business process and technical articles to the EMSE ext.

India

. Award and appreciation received for being the best Team Player.

HCL Infosystems Ltd. December 2006

- January 2008

BSNL, Govt. of India (Telecommunications)

Project name: National Internet Backbone 2 Project 1 [pic]

(NIB2 P1)

Role: Customer Engineer

Responsibilities: Owner of Network Management tool - HP OpenView NNM

(Network Node Manager), acted as a liaison between the client's - BSNL

(Telecommunications); technical team and NMS (Network Management Services)

team of HCL, reporting directly to NMS Head India. My main responsibilities

were:

. Liaised with HP (Vendor) and played an integral role in the testing

and successful deployment of NNM 7.51 for one of our prestigious

clients.

. Implementation of HP Openview NNM and required SPI's on Solaris 10,

the deployment involved installation of NNM on 2 Master Stations and 4

Collection Stations.

. Performed upgrade, patch installation & hotfixes for the IT

Infrastructure management tools.

. Development of scripts for the customisation of Network, Server and

Application monitoring as required by the client and also for the

seamless deployment of tools.

. Act as a Point of Contact between my company and the client.

. Interaction with customer for elicitation and designing solutions to

meet customer needs.

. Preparation of Detailed Design Document.

. Assist the Pre-Sales team in giving the client a demonstration of the

Network Management System.

Significant Achievements and Contributions:

. Helped drive the team in achieving seamless integration between

Network Management System (HP Network Node Manager (NNM)), Performance

Management System (HP Performance Insight (PI)) and Trouble ticketing

System (HP Service Desk (SD)).

. Successfully conducted 5 day workshop equipping Senior Engineers of

our client on the day to day administration of the HP Network Node

Manager (NNM).

. Successfully mentored and trained team members in the various tools.

. Contributed business process and technical articles to HCL NMS India.

. Assisted the software department of HCL to develop its own NMS tool.

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Qualifications

. Bachelor's Degree in Computer Science (First Class) -2005, from

Mahatma Gandhi University, Kerala, India. College - Mar Baselious

Christian College of Eng. & Tech, Kerala, India.

. Well versed in ITIL V3 Processes, undergone training and pursuing

certification.

. CCNA Certification (2008) - good working knowledge in Routing and

Switching domain, especially in Cisco Routers and Switches.

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Skills

Infrastructure Management: HP OpenView Network Node Manager, HP OpenView

Operations Manager, HP OpenView Performance

Insight, HP OpenView Performance Manager, HP

OpenView Performance Centre, Sitescope, BAC, HP

OpenView Service Desk, Clarify, Zabbix, CA

eHealth, IBM Tivoli Netcool/OMNIbus,

WhatsUpGold, OpNet VNE, OpNet ACE Analyst,

OpNet IT Guru, NetQoS Report Analyser(RA),

Netscout nGenius Performance Manager and

Gigamon Gigavue.

Programming: Shell Scripting, AWK, Boolean Logic and SQL.

Databases: Oracle 10G, 9i, MS SQL Server 2005

Tools: MS Office Suite, TOAD, SQL Plus

Operating Systems: Redhat Linux, Solaris, HP-UX, Windows Server & PC OS

Non-Technical Skills:

. Excellent team player with good leadership qualities counting for a

timely success in completing the tasks assigned.

. Outstanding communication skills, a TOEFL score of 287/300 and capable

in translating business processes into technical solutions.

. Highly observative and a meticulous organiser with great negotiation

and conflict resolution skills.

. I am a perfectionist and I deliver my responsibilities on time with a

customer centric approach.

. An amicable person with a sweet disposition and very good

interpersonal skills.

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Trainings Undergone

. Attended 5 day training on HP OpenView Network Node Manager Software

on Windows and UNIX 1 (Version 7.51) by Hewlett Packard.

. Attended 4 day workshop on HP OpenView NNMi iSPI for Performance 9.x

training by HP.

. Attended ITIL Training.

. Attended 5 day Business Communication training conducted by HP, India.

. Attended Red Hat Enterprise Linux 5 Troubleshooting training.

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Additional Information

. Was Chairman of the College Union (2004-05), Mar Baselious Christian

College of Engg. & Tech.

. Was University Union Councillor (M.G University) of the College Union

(2002-03), Mar Baselious Christian College of Engg. & Tech.

. Played a major role in the editing and publishing of College Magazine

(2003-04)), Mar Baselious Christian College of Engg. & Tech.

. Languages: Fluent in English, Malayalam & Hindi

Interests: Computers, Reading, Automobiles, Cycling, Cricket, Badminton,

Swimming.

References shall be provided upon request

M: 046*******

E: *************@*****.***

SHAJU PHILIPOSE

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