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Service Management, NOC Engineer,Cloud DataCenters Incident management

Las Vegas, Nevada, United States
April 20, 2018

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Dhiraj Kumar


Mobile: +918*********


Dhiraj Kumar has 6 years of experience in the field of Tivoli- Netcool Service Now, HPSM, Maximo, Big panda, Splunk, and Analytics and ITIL- ITSM. Working with TiVo unit for Windows & UNIX-Linux VMWare

Cloud Server Monitoring, Incident Handling, Patching & Console Operation- Broadcast- Data Centre (VOD, IPVOD, NPVR) as Senior NOC Engineer, and responsible for Server console health monitoring and ticketing tools environment as Incident Management, worked too as project account focal of 20-25 professionals, different domain as BFSI, Oil & Gas, Aero of International clients.

Achievements & Certification:

Received appreciation certificate from NASA, USA for design and engineering challenge.

Received client innovation award- Two times.

Received Best Individual Contributor Award-Infosys.

Received client appreciation award(IBM) for SLA maintaining and Service Delivery.

CISCO-CCNA Networking Certification.

Software Testing.

IBM Cloud Basic

ITIL V3 Foundation Certified.

Agile Methodology.

Technical key Skills & Capabilities

Skill on the DB (SQL Server/Oracle/MySQL)

Data Analytics Tools.

SW Testing-Manual and Automation.

STLC, BLACK Box Testing, WHITE Box testing

QTP (Quick Test Professional)

ITIL - Good exposure of Incident, Change and problem management.

Expertise in IT Services Management (ITSM) and ITIL, methods, processes

Facilitates daily operations calls with representatives across IT to provide review of major incidents, emergency changes, upcoming production changes, and activities potentially impacting our IT services

Excellent Knowledge of Incident/Change management process

Involved in all SLA/KPI reporting for detailed data/Trending analysis.

Awareness on Virtualization and Cloud Technologies

Creation of Knowledge Base, Vendor Co-ordination for IT Support

Experts in UNIX, WINDOWS, MAXIMO, TIVOLI- Storage, Splunk, HPSM, SERVICE NOW Tools.

Working Experience: Tivoli, Service Now, HPSM, IMPACT, Maximo.

IBM India Private Ltd. –GTS - Client Innovation Centre

Currently working with IBM India Private Limited in GTS- Global Technology Services unit since Oct 2014, Senior Server Administrator professional and responsible for UNIX & WINDOWS Cloud Server console monitoring and ticketing tools as Tivoli, Service Now, HPSM, Citrix, Maximo and many tools environment.

Project Details:

Client: Baker Huges, Spirit Aero, KPMG, BHP Billiton, British Gas, MJN Console/Batch

Duration: OCT 2014- Till date

Project Overview: Monitoring Tool: IBM Tivoli Net cool, BMC Impact Explorer, Lotus Notes.

Ticketing Tool: Hp Service Manager, CAUni Center, Maximo, BMC Remedy, Service Now.

Incident and Change Management.

Roles and Responsibilities:

Critical Event Monitoring and Delivery Data Centre Ensuring service availability in accordance with SLAs.

Incident Management (Raising, Resolving, Callout / Escalation, Queue Management)

Change Management (Impacting, Approving, Implementing, Queue Management and elements of Release

Ensure that Problems are recorded, reviewed and updated in the Adopt Took.

Prepare Monthly KPI reports for the Incident Management and share it with the Management

Asset Management (WST and ISAM)

Queue Management

Participate in HSBC (High Severity Bridge Calls)

Process Adherence (High Severity Alerts -> Check Tickets for process breaches)

Shift Handover & Daily Shift Huddle for 5 Accounts having 30 members

Report Consolidation (Alert Logs)

Escalation Management (Delivery Related – Tools Outage, BCP, Health & Security)

Asset management (Infrastructure – Voice, Computer Peripherals, TFN & so on)

Monitoring Console (along with the operations team)

Change Review (Weekly)

Identify training requirements for the pool (process & technical)

Project: IBM Global Account (IGA)

Duration: August 2014- Till date

Project Overview: Application Support

Roles & Responsibilities

Back up of Data Using My Help and TSM Application on Linux and Windows.

Configuring TSM Application Both on Linux and Windows

Working on issues with PGP encryption tools and Symantec (SEP).

Working with WST and ISAM Issues

Understanding of operating systems, Windows 2003/2007, Linux configuration options and Troubleshooting.

Lotus Notes Software installation and Configuration.

Service Manager/Service NOW and IBM Maximo –

3 Years’ Experience

Service Now offers everything-as-a-service cloud computing, including platform-as-a-service (PaaS) enterprise service management software for human resources, law, facilities management, finance, marketing, and field operations. ServiceNow specializes in IT Service Management (ITSM), IT Operations Management (ITOM) and IT Business Management (ITBM) applications and provides forms-based workflow application development. Service Manager is an ITSM Tool using the ITIL framework providing a web interface for corporate changes, releases and interactions (request fulfillment) supported by a Service catalog and CMDB.


IBM Maximo Asset Management is an enterprise asset management (EAM) software solution product produced by IBM. It is a solution which enterprises use to track the operation, maintenance and disposal of assets. It focuses on the following types of assets:

Plant and production (for example oil, gas, chemicals, mining, manufacturing, pharmaceuticals, food, electronics and power generation)

Infrastructure (including railways, highways, telecommunications, water and wastewater, and electric and gas distribution networks)

Transportation (for military, airlines, trucking, shipping, rail and other use)

Real estate and facilities (for example, in offices, schools and hospitals)

Infosys Ltd. May, 2012-Oct,2014

Worked with Infosys Ltd, with 2 years, in BFSI (Banking, Finance and Mortgage and Insurance) for the client- (Bank of America, SPS and KPMG) Unit as Senior financial and Insurance Process Executive and for Process Automation tool development and deployment. Brought Automation in process to add the value for organization.

Achievements and Published Paper:

Received appreciation certificate from NASA, USA, for design and engineering challenge.

Two papers presented in the103rd Indian Science Congress Association. (In Ministry of Science &Technology, (Govt. of India), 2016

Publish International Journal Intelligent Electronic System. (ISSN-0973-9238).

Research paper selected in World Science Congress Association, USA

Research Presented in the99th Indian Science Congress Association (In Dept. Of Science &Technology, (Govt. of India)

Presented and published in GEO SUMMIT-2011 in Sathyabama University, (In Dept. of Science &Technology, (Govt. of India). ISBN: 978-81-922119-0-9

Paper presented and published in International Conference SENNET’12 in VIT University, Vellore.

Presentation and published in National Conference NCCAME’10 in Loyola Institute of Technology. ISBN: 978-81-922119-4-7

Academic Record:

M.C.A (Master of Computer Applications) with First Class and distinction.


Member of Computer Society of India.

Member of International Association of Engineers. (IAENG) Life Member

Member of Indian Science Congress Association. Life Member, Dept. of Science and Tech. Govt. of India.

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