Customer Manager
Resume:
SUNDARESH SHANKAR
Mobile 650-***-**** Email *****************@*****.***
IT Operations Technical Director & Architect
Energetic and Performance driven software executive, cloud architect and technologist with experience and proven track to lead multiple cloud operation teams from initial ideation through deployment and ongoing operations. I’m a US Citizen PROFESSIONAL PROFILE
General Management: ITIL certified with proven ability in building productive relationships with both executives and support staff to increase organization success. Managed various operational teams consisting of Solution architects, Provisioning, Implementation, Change management, Run & Maintain
Recipient of Cloud Service Excellence Awards and consistently rated ‘Outstanding Performer’ each year
Solution Architect, architected emerging cloud technologies & solutions for 500+ customers with ~5000 plus environments and was as a change agent for technology & processes
Established strategic business Plan from concept to implementation and defined new Cloud Service Offering Packages along with product teams
Value Engineering/Devops, reduced time for customer deliverables by 30% and stabilized volume inconsistencies by automating steps using devops tools chef & ansible
Strategic Projects Assembled collaborative teams, creating positive dynamics between provisioning, change management, engineering, product managers, solution and sales teams
Quality & Customer Champion Instituted a Corrective Action Preventive Action[CAPA] and Quality Process Control, resulted in reduced rework by 90%
Team Builder & Mentor, transformed team role to SRE, boosted productivity by fostering strong relationships among workplace and remote staff KEY STRENGTHS
Strategic Planning
Team Building
Communication
Delegation
Organizational Leadership
Operational Management
Interpersonal Skill
Quality & Customer Advocacy
Process Improvement
Architect
Staff Management
Customer Management
Vendor Management
Crisis Management
Business Continuity
TECHNICAL EXPERTISE
Oracle Cloud Infrastructure Services, Create & Maintain cloud resources on Compute, Block & Object Storage, Edge Service, IAM, Load Balancer, Networking, Ravello, Docker Container
PaaS, Create & Maintain instances of DBCS, JCS, SOACS, DIPC
Cloud Providers, knowledge of AWS, Azure & GCP
Devops tool, provisioning automation using Ansible, Puppet & Chef
High Availability deployment on cloud across Regions and Availability Domains, Disaster Recovery using storage replication
Application Administration of Oracle Database, Weblogic Server, Applications - EBS, PeopleSoft, Hyperion, JD Edwards, OBIEE, Fusion Middleware, Identity Management, Agile, Demantra, GBU apps on Linux, Solaris & Windows operating systems Page 2 of 4
PROFESSIONAL EXPERIENCE
ORACLE INC., REDWOOD SHORES, CA 2000 – To-Date
POSITIONS HELD: DIRECTOR, SR.MANAGER, MANAGER, SR.PRINCIPAL DBA Directed operation teams globally, supported upto 500 customers, specialized in raising the bar, creating strategy, managing risk, and improving the quality and caliber of operations
Manage Cloud Operations Team
24x7 support model for 500 plus cloud customers consisting of 5000 plus environments with over 200 deployment topologies for over 50 plus Oracle Applications on 7 different hardware technologies
Provision ~120 customer environments, consisting of ~1000 VM’s, applications, database and performing ~7000 quality checks every month
Reduce customer delivery timelines with automation and innovation, which resulted in meeting SLA and reduced rework
Established program office to track SLA compliance
Negotiated Support and Escalation process for upto 30 ISV’s
Enforced security best practices and assessments to ensure customer is security compliant
Increased efficiency with constant improvement to process, procedures & checkpoints
Cloud Automation
Transformed team to SRE role to develop orchestration for provisioning and all operations life cycle management using open source devops tool Puppet, Chef & Ansible. All Projects, Issue tracking and documentation done through Jira & Confluence
Create and maintain custom image with latest patches and configuration, which significantly reduced customer delivery timelines
Create Docker image to install web server and deploying Ansible playbooks
Developed central repository using HTML & PHP for
Customer request scheduling and prioritization
Certified deployment architecture with standards and operational procedures
Develop shell/plsql scripts for system and application checks
Develop custom monitoring plugins using shell/plsql to monitor custom applications
Cloud Migration
Define migration process and run book to migrate customers from OCIC and legacy data center to OCI
Create architecture bill of materials of source environments and map ito OCI to create deployment architecture on OCI consisting of cloud resource requirements and OCI features
Execute migration steps, which includes upgrade source environment to match OCI minimum requirements, create required OCI resources using terraform, create standby DB from backup on OCI, sync application stack, during cut over stop sync, recover DB and execute configuration utilities to configure environment on OCI, perform health check and release environment to customer for validation
Quality Enhancements
Boosted quality with introduction of automated system checks and production assessment process, by performing more than 7000 checks every month, resulted in quality of improved deliverables by 35% and reduced rework to less than 5% Page 3 of 4
Metrics and Executive Reporting
Established key performance indicators
Report Monthly Utilization and Quarterly Achievements
Developed and published executive dashboard to report customer trends, priority requests, historical data etc.
Strategized and Streamlined New & Acquired Technology Readiness
Cloud readiness for customers on both OCIC and OCI platform, which includes establishing provisioning, Lift & Shift process/procedures and validating same
Provide requirements to product development via bugs for orchestrating provisioning, lift
& shift steps for products EBS, PeopleSoft & JDE
Established Disaster Recovery service on cloud platform OCIC & OCI, performed DR tests for customers and automated DR steps for configuration and data replication
Strategic planning for acquired product technologies readiness, which includes architecture definition, standards, installation, patching, cloning, backup & restore, documentation, training etc. by analyzing product architecture, interacting routinely with product development for products Hyperion, Siebel, PeopleSoft, Fusion Middleware, Primavera, Agile, ATG Commerce, engineered system deployments Exadata, Exalogic, and SuperCluster
Established cloud architecture board
Mentored Subject Matter Expertise (SME) for each product to assist pre-sales team to solution hardware and software based on customer business requirement
Define statement of work and labor for new service offerings
Promoted best practices and standards across operations and solution teams
On-Boarding Cloud Customers
Global owner of end to end customer provisioning, includes hardware rack & stack, VM build, firewall and bigIP setup, software installs and configuration
Track zone capacity at 4 private data centers and build new zones accordingly
Track server resources for each customer and validate against contract
Assign datacenter, zone and Dom0 for new customer deployment
Architecture changes consisting of Addition/Resize of VM, Cluster DB & DMZ
Customizations & ISV
Managed & led customization team, which performed custom code promotions, pre-patch analysis to ensure that customization is not impacted and data fix
Establish support and escalation process with 200+ ISV’s
Sr.Principal DBA
Define and maintain best practice for deployment architecture, configuration, standards for firewall port and bigip rules, naming convention etc.
Deployment and administration of applications on SUN/DELL hardware, engineered systems - Exadata, Exalogic, Exalytics, Super Cluster, ODA and BDA on Operating Systems Linux, Solaris and Windows
Database and application administration activities like database recovery, performance tuning, application patching, high availability with cluster and standby setup, code promotion, capacity planning, upgrade, migration etc.
Application support included Oracle EBS, Hyperion, PeopleSoft, OBIEE, Fusion Middleware, GRC, BRM, Agile, Demantra, Retail Apps, third party product etc
Pager duty to support incident management requests/escalations Page 4 of 4
PRIOR PROFESSIONAL EXPERIENCE
As Technical and Functional consultant implemented prestigious projects listed below, which includes development and implementation of Interface Programs using Shell/Plsql to move data from Legacy system, Forms and Reports development, Datawarehouse implementation, Euro Conversion, developed Banking modules to automate entire banking systems STRATASERV TECH., SAN JOSE, CA
Position Held: Sr.Consultant
CUSTOMER SITE: MICHELIN TIRES, SOUTH CAROLINA, US
ELECTROWATT INDUSTRIES / ORACLE SOLUTION SERVICES, INDIA POSITION HELD: SR. TECHNICAL CONSULTANT, CONSULTANT PROJECTS
MICHELIN TIRES FRANCE, UK, US, BELGIUM, NETHERLAND, LUXEMBURG DEUTSCHE TELEKOM
UNITED NATIONS HUMAN RESOURCES
EURO CONVERSION
XEROX CORPORATION UK
PROCESSWARE SYSTEMS, INDIA
POSITION HELD: TECHNICAL CONSULTANT
PROJECT: BANKSOFT
FUJITSU ICIM, INDIA
POSITION HELD: MARKETING CONSULTANT
EDUCATION & CERTIFICATIONS
Bachelor’s in engineering, India
ITIL Certification, USA
Team Leadership, USA
Building Business Network
Certified Oracle DBA, USA
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