Management Manager

Name Ramaiya Senthil Kumar

Email **********@*****.***

Telephone Mobile 65-91479604

Nationality Singapore Citizen

EMPLOYMENT:

**** – Till Senior Analyst HCL Technologies Singapore Pte Limited.

Client: - CapitaLand Pte Limited Singapore.

2011 - 2013 Senior Systems Analyst Starhub Singapore Pte Limited.

2009 - 2010 ITO Service Delivery Rep III, Hewlett Packard Singapore Pte Limited

Client: - Sun Microsystems/Oracle Pte Limited Singapore

Role: - Prime Shift Duty Manager [AMER/EMEA/APAC]

Global 24x7 service operations environment

2000 - 2009 Global Operation Support Associate, Electronic Data Systems International Limited Singapore

Client: - Sun Microsystems/Oracle Pte Limited Singapore

Role: - Prime Shift Duty Manager [2005 – 2009] – [AMER/EMEA/APAC] Global 24x7 service operations environment

AREAS OF EXPERTISE:

Sun/Oracle Global Datacenter Operations Support Management

Certified ITIL Version 3 & Sun Certified System Admin for Solaris.

Service Delivery Management

Excellent written and verbal Communications

Servicedesk & Stakeholder Management

Major Incident & Problem Resolution Mgmt.

Change/Process Management

Hardware/Software Asset Management (CMDB)

PROFESSIONAL EXPERIENCE:

HCL Infosystem Pte Limited Singapore Senior Analyst Sep 2014 – Till

Create and execute incident response plans, processes, and procedures and performing root cause evaluations.

Driving the efficiency and effectiveness of the incident management process.

Monitoring the effectiveness of incident management and making recommendations for improvement

Rack and Cable a large inventory of servers, switches, power distribution units and serial consoles in our production environment.

Monthly Tracking of hardware and software Maintenance Contracts.

Develop and manage relationships with service providers, vendors, and consultants.

Plans, analyzes, recommends, installs, and supports the Data Center Environment.

Develop and maintain server inventory and configuration documentation.

Participate in on-call rotation; will require after-hours and occasional weekend work to implement patches and/or perform system maintenance

Work with a variety of IT and business groups to analyze, develop and document technical requirements while maintaining good business relationships

Explain complex technology to senior level management in business terms

Responsible for change management, configuration management, fault management, asset and inventory management, security management and reporting

Maintain capacity, performance, and business continuity planning and management

Maintain physical sites inventory and keep areas organized, clean, and free of excess inventory

Ensure that customer satisfaction is achieved for all customers. Ensure that appropriate hardware configurations and standards are met

Coordinate facility needs with building management and vendors

Create and maintain data center diagrams, capacity reports, and process documentation

Provides operational support in addition to evaluation and implementation services for new products, technologies and solutions to address corporate business requirements

Perform daily production support activities.

Assist with the design and implementation of a comprehensive monitoring and alerting process across all IT Operations platforms

Utilize standard tools and methodology to develop system and support performance metrics.

Provide ownership of technical issues within the IT Operations Team

IBC Asia (S) Pte Ltd – Service Desk Analyst [Contract Role] June 2014 – Aug 2014

Installing and configuring computer hardware operating systems and applications

Monitoring and maintaining computer systems and networks;

Troubleshooting system and network problems and diagnosing and solving software faults

Setting up new users' accounts and profiles and dealing with password issues

Administers and maintains the organization's email system

Works across various business departments and investigates any reports of problems with the email system.

Manage service requests, software installations, new computer setups, upgrades.

Service and support desktop computing technology for the various business units, including

Installation, repair, replacement and warranty of software and hardware

Creating and updating system accounts utilizing enterprise technologies such as Active Directory, Exchange, etc

Provides functional assistance and technical solutions for end users on issues related to computer hardware, software, applications, telephony, and video/web conferencing.

Installation, Configuration and maintenance of Hosted VMware products

Design, Implementation, Testing and Deployment of VMware Infrastructure

Managing file servers (MS Cluster servers) and print servers in Microsoft Windows Environment

Providing Service Desk Support to Customers in APAC,US,EMEA

Hardware / software / OS administration for Windows Server 2000/2003/2008

Application support of Microsoft Office 2003/2007/2010/2013. Word, Excel, PowerPoint, Access, Outlook.

Desktop support duties included supporting, installing, maintaining, configuring, and repairing Windows XP/7/8, and effective Office Suite application support and assistance to end users throughout the company.

Showa Denko HD Singapore Pte Ltd – [ Temp IT Support] April 2014 – May 2014

Setting up and configuring new laptops and desktops

Escalate IT issues to the IT Manager where necessary

Diagnose and resolve technical issues

Install authorized software to laptops and desktops

Antivirus installation to all desktops and laptops

Completing internal user moves including phones

Setting up new users and disabling expired accounts in accordance with HR requirements

Patching of network and phones

Email Exchange Administration

NEC Asia Pacific Pte Limited – [ Temp IT Support ] Sep 2013 – Dec 2013

Setting up and configuring new laptops and desktops

Upgrade Firmware for PC and Servers.

Installing and configuring computer hardware operating systems and applications

Diagnose and resolve technical issues

Escalate IT issues to the IT Manager where necessary

Starhub Singapore Pte Limited. March 2011 – March 2013

Title: Senior Systems Analyst

Performed UNIX System administration functions on Sun Solaris Servers (Sun Management Server & ASR Managed Server), supporting development, production and UAT server environments

Liaise with Managers and act as focal point to all high priority, critical incidents and escalations. Driving the efficiency and effectiveness of the incident management process.

Producing management information, including KPIs and reports to Managers

Monitoring the effectiveness of incident management and making recommendations for improvement and developing and maintaining the incident management system.

Ensuring that all IT teams follow the incident management process for every incident.

Communicate incident information and impact to senior management and key stakeholders across the Business Units.

Submits requests for changes (RFCs) and assembles submission packages and represents business unit or area interests regarding the change being requested.

Starting with RFC submission to Change management and ends once the Change has been successfully implemented or permanently rejected.

CAB Member Represents an IT unit, department or other area within Starhub that will be impacted by a change. Receive, log and allocate a priority, in collaboration with the initiator, to all RFC’s. Reject any RFCs that are totally impractical.

Decide which people will come to which meetings, who get specific RFCs depending on the nature of the RFC, what is to be changed, and people's areas of expertise. Convene urgent CAB or CAB/EC meetings for all urgent RFCs.

Represent Starhub at all Starhub CAB and CAB/EC meetings. Coordinate with all necessary parties to perform Change building, testing and implementation, in accordance with schedules. Update the Change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality.

Review all implemented Changes to ensure that they have met their objectives.

Produce regular and accurate management Reports on Starhub changes.

Preparing Monthly SLA Achievement Reports to the Senior Management.

Ensuring the accuracy of CMDB (Configuration Management Database) information. Manages Configuration data in the enterprise Configuration Management Database (this includes hardware, software, documentation and their relationships to each other) day-to-day and ensures data is accurate and up-to-date.

Facilitate the business' needs for on-going technical support and upgrade protection on selected products by ensuring that maintenance, support and upgrade protection renewals are managed/handled/ordered in advance of their expiration.

Respond to requests from end users, managers and team members for specific IT Software Asset Management data information.

Manage CI information for assigned CI types (e.g. Applications, Servers, Database, Facilities, etc.) throughout the lifecycle of each component CI

Reporting, Design, develop, enhance, and process Service Level Agreement (SLA) reports from IT Service Management Systems (i.e. Service-Now). Consult with IT Contract/Vendor/Production Manager regarding the information contained in the reports and its application to ongoing business operations.

Keep informed of new SLAs and SLA changes and corrections, evaluate and ensure accuracy.

Participating in the development of and ensuring ongoing adherence to proper ITIL processes for configuration, incident, problem, change, and asset management including identification of process improvement

Hewlett Packard Singapore (Pte) Ltd Aug 2009 – Oct 2010

Client: - Sun Microsystems/Oracle [APAC, AMER, EMEA]

Title: ITO [Information Technology Outsourcing] Service Delivery Rep III

Role: - Prime Shift Duty Manager

Responsibilities include management of the work of shift personnel across three Command Centers in three different countries

Coordination with various IT groups in resolving incidents;

Maintain the operational integrity of the Global Data center IT production environment during incidents

Take charge of all recovery-related activities for Mission & Business critical systems. As Global Incident Manager, responsible for the quality of work and operational efficiency within the service Global Delivery Department.

Serve as the principal interface between Sun(Oracle) & EDS(HP) with respect to all issues relating to the Service Level Agreement.

Generate Command Center outage reports and/or post mortems for all incidents or issues occurring on respective shifts and ultimately responsible for all service delivery and restoration activities performed by their shift, regardless of personal location.

Ensure a consistent approach among shift personnel in handling Level 1 & Level 2 activities which includes System Monitoring Alert Procedure, Incident Diagnosis & Resolution and effective escalation of incidents among others.

Ensure process, procedure and work instruction documentation is up-to-date; maximize the fit between people, process and technology.

EDS International Pte Limited Singapore May 2000 – Jul 2009

Client: - Sun Microsystems/Oracle Pte Limited

Role: Global Operations Support Associate [May 2000 – Oct 2005]

Role: Prime Shift Duty Manager [Nov 2005 – July 2009] - [APAC, AMER, EMEA]

Responsibilities:

Management of the work of shift personnel across three Command Centers in three different countries; coordination with various IT groups in resolving incidents

Maintain the operational integrity of the Global Data center IT production environment during incidents; take charge of all recovery-related activities for Mission & Business critical systems.

Responsible for mitigating and managing the resolution of all incidents based on ITIL Incident Management processes standard until complete recovery.

Perform daily maintenance routines on SUN servers, monitoring system access, managing file space and tuning the system for optimum performance

Providing first Level Global Operation support for the Sun internal Customer related to the servers that are being maintained/monitored at all Global PSC’s (ways of contact are the global hotline, Service desk tickets, verbally)

Perform Basic UNIX administration functions on Solaris platform, supporting development,

Production and UAT server environments & Patch Management

EDUCATION:

1996 - 1997 Post Graduate Diploma in Business Administration

1990 - 1995 Master in Computer Science

PROFESSIONAL TRAINING AND CERTIFICATIONS:

Nov 2003 Sun Certified System Administration for Solaris Singapore.

Nov 2007 Information Technology Infrastructure Library (ITIL) Version 2 Certified - Singapore

Sep 2013 Information Technology Infrastructure Library (ITIL) Version 3 Certified - Singapore.

Software and Hardware Technical Skills

Operating Systems: Windows [XP,7,8] Solaris 2.4 -2.10, Linux 2.0–2.4, HP-UX 11.11, Windows NT/2000/2003/2008

Networking: Complete understanding of TCP/IP, UDP, ICMP, Network troubleshooting.

Server configuration: Physical network maintenance and upgrades, Basic Cisco switch and router maintenance, DHCP, SNMP

SAN Switches: Cisco Catalyst 5500/4000/2950/1900, EMC-DS9216I, Brocade 3800-3900, McData6400

Storages: SUN SAN Storedge6320, (SSA)Sparc Storage Array, T3, T3+, A5000, A5200, SE6120, System, SE6920 System, D1000, A1000, A3500, NAS 5210, NAS 5310, SE3310 and SE3510 and Sun Storage libraries L180, L1000, L3500 & L700

Security: Advanced knowledge of Unix security, Secure internet services, LAN/WAN security, VPN, Firewalls (IPCHAINS, IPFilter, NetScreen), Encryption (SSL), SSH (SSH v1, v2 and OpenSSH), tcpwrappers, Network/Host Security Auditing

Software: Sun Cluster 3.x, Legato Networker, Veritas Volume Manager 2.6 - 3.5, Solstice DiskSuite 4.0 - 4.2., Solaris Volume Manager, Veritas Filesystem, SAM FS, C, COBOL, CICS, JCL, TSO/ISPF. StorADE 2.4, EFCM Apache HTTP/HTTPS servers, DNS (BIND 4/8/9), Emacs, Vi, and VIM, Ed, Ex, VMWare Virtual servers, Veritas Cluster File System, Veritas Netbackup, NFS, NIS/YP, POP, IMAP, PPP, SMTP, LDAP, Autosys 4.0

Programming/Scripting: As necessary for systems setup and maintenance tasks, good experience in writing text parsing scripts for tasks like different database replication and polling Perl, Shell scripting (ksh/csh/bash)

Hardware: Sun Enterprise 250, E450, E4x00, E6500, E10K, SunFire 280R, SF4800, SF4810, SF6800, SF15K, V880, V440, V20Z, V40Z, SF2900, HP6000 Series.

Microsoft Office: (Word/Excel/PowerPoint/Outlook),Microsoft Exchange, IBM Lotus Notes, Microsoft Office 365

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