Service Manager

PARTHIBAN RAMASAMY

Mobile: +91-953******* ~ E-Mail: ***********@*****.***.***

TECHNO-FUNCTIONAL PROFESSIONAL

IT Operations ~ Project / Service Delivery ~ Mainframe Operations

A technocrat with cross-functional experience of more than 14 years in the areas of IT Management, Service Delivery, Account Management, ITIL Implementation as well as Mainframe Operations. Currently working with IBM India Pvt. Ltd., Bangalore as Service Delivery Manager. Forward-focused Delivery Manager, focusing on maximising customer satisfaction, process compliance and software quality; comprehensive experience in leading teams & multiple projects. ITIL V3 Certified; proficiency in implementing effective utilization of ITIL best practices for IT operations; well versed with ITIL Processes - Change Management, Incident Management, Configuration Management, and Problem Management. Problem solver with a passion for technology; skilled in grasping the big picture, conceptualising, developing, implementing solutions & partnering closely with business leaders & stakeholders. Excellent communication and interpersonal skills with proven abilities in resolving complex issues.

SKILL SET

Managerial & Functional:

- IT Operations - Service Delivery / Management

- Migrations / Transitions - Mainframe Operations

- Production Control / Release Management - Disaster Recovery / Business Continuity Planning

- Business Process Management - Incident, Problem & Change Management (ITIL)

- Quality Assurance / RCAs - Stakeholder Management

Technical:

Platforms: IBM Z/OS 1.11, OS/390

Tools: HMC, RACF, SYSVIEW, OMEGAMON, OPC, ZEKE, CA7, BMC Remedy and Service Center Peregrine and

Miscellaneous: Fair knowledge in SMF, JCL, CICS, Control-M and Netcool

EMPLOYMENT HISTORY

Since Sep’12: IBM India Pvt. Ltd., Bangalore as Service Delivery Manager

Key Projects:

Data Center: Canada

Client: IBM Toronto Lab

Role: Service Availability Manager (Service Delivery)

Period: Jun’14-Till Date

Functioning as Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities

Overseeing service delivery functions; taking care of implementation of systems, methodologies and procedures in line with client’s requirement

Accountable for the quality of service & performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems

Driving internal service review meetings covering performance, service improvements, quality and processes

Looking after multiple service lines viz. Unix/Linux, SQL DB2, WebSphere Administration and ID Admin

Monitoring major incidents or outages calls; performing as well as analyzing the RCAs to take the preventive measures to mitigate the risks

Participating in the Change Control Board with the customer in order to understand issues & requirements; also responding to requests for new services (RFS's) to help grow the business

Looking after the transition phase of transferring the functional, technical and procedural knowledge to the maintenance and support organization

Responsible for:

oDefining governance structure, best practices for project support and documentation

oEnsuring results from analysed availability data routes appropriately i.e. for the identification of operational Incidents / Problems

Data Center: Canada

Clients: Sears, CPR, Celero & Equifax

Role: Pool SME (Subject Matter Expert)

Synopsis: The project dealt with providing remote operational support to various accounts

Managed day-to-day operations of the mainframe systems; efficiently performed scheduled system recycles per operational schedule

Contributions towards providing EMC/IBM support for hardware issues before the engineer arrival in the site

Controlled the systems via Master Console / HMC, Peripherals including DASD, Tape Drives, etc.

Jul’10-Sep’12: JPMorgan India Service Pvt. Ltd. as Shift Lead

Key Project:

Data Center: Delaware

Client: JP Morgan Chase

Synopsis: The project was based on working on modules like Investment, Funds, Cards and RPS

Met deadlines and Turn-Around-Time without compromising quality norms; adhered to SLAs / SLOs

Ensured that the accounts supported are audit ready; supported backfill & hiring requirements in case of new demand

Prepared & maintained Quality Analysis Tracker and Defect Prevention Plan

Performed Account Cadence (calls with delivery teams) & CAB Reviews

Actively involved in Process Improvement and QMX Documentation activities entailing Cross Training & Skill-set Development of Team and Resource & ID Management

Took care of holiday posting on CA7 Tool / Risk Identification

Conducted scheduled IPL for the scheduled maintenance and during emergency situations

Apr’08-Jul’10: iNautix Technologies India Pvt. Ltd. as Team Lead

Key Project:

Data Center: Pittsburgh, Tennessee

Client: Bank of New York Mellon and Pershing

Tools: AFRemote, Netcool, OPC, MqMon, Omegamon, Remedy and WSF

Made recommendations for Service Improvement Plans; ensured actions are followed through to completion in a timely manner

Worked with internal & third party teams to ensure actions are taken and completed to protect and improve services

Provided regular and accurate management reporting on IT Service performance

Jul’06-Apr’08: Affiliated Computer Services of India (P) Ltd. as Operator

Key Project:

Data Center: Narth West Data Center (NWDC)

Client: Nike, Symetra

Environment: Jes2, Remedy, IStar, Tivoli, ISPF, AUTO SYS and Omegamon

Administered LPARS of different clients, that included En Queue, CPU Utilization, Resource Contention, Tape Mounting and Batch - Jobs using OMEGAMON

Checked Run Doc & E-Mail for special events & instructions; WTOR, SPOOL, SMF and Buffer Shortage

Held accountable for:

oBringing up / draining initiators and assigning / changing class of the initiators

oRaising tickets if any problems found in the daily operations

oPerforming Weekly IPL activities for all the clients including Daily Health Checks & Check List

oWorking on EMC/IBM Support for hardware Issue before the engineer arrives in site

PAST EMPLOYMENTS

Nov’05-Jun’06: Maples Technologies as Mainframe System Administration

Apr’02-Mar’05: Gaeasoft Pvt. Ltd. as Software and System Support Engineer

ACADEMIC CREDENTIALS

Masters in Computer Applications in Nov 2012 year (3 years) Bharathidasan University

Bachelors in Commerce in Apr 1998 (3 years) Madras University

Professional Qualification: ITIL V3 ® Foundation Examination (2007)

REFERENCES AVAILABLE ON REQUEST

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