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Management Manager

Location:
Frisco, TX
Posted:
November 21, 2016

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Resume:

Latha Vemuri (ITIL Expert, Prince*)

acxk9x@r.postjobfree.com Phone: 469-***-****

Summary: With experience of 10 years I have developed niche skill in Major Incident Management, Change management and Operations delivery for Banks and Financial Services

•7 years of experience in supporting financial institutions (UBS, O2 Money and JPMC).

•4 years of Incident Management of Data Centers and IT infrastructure

•6 Years of experience in Critical Incident Management

•9 years of experience in working for 24X7 IT Operations

•7 years of experience in People Management

•3 years of experience in working on desktop computer hardware

•7 years of Incident Management of Network, Applications and other IT Infrastructure

Educational Qualifications:

Bachelor of Computer Application – Major in Computer applications and Information system

Certifications : Project Management- Prince2 Certified

ITIL V3 with Service Capability modules

Operational Support and Analysis (OSA)

Planning, Protection and Optimization (PPO)

Release, Control and Validation (RCV)

Service Offerings and Agreements (SOA).

Summary of skills:

•Managed high level key partner relationships with service suppliers (including payment service providers, IT vendors)

•Specialized in IT Infrastructure Planning, Consultation & Implementation which includes Virtualization Planning, Critical Data Security, Disaster Recovery and Business Continuity Planning for the critical assets.

•Facilitate the development of policies to ensure that existing capacity is being used as efficiently as possible.

•Excellent ability to understand technical and business problems and defining practical and simple solutions to complicated problems

•Managed Critical/Major IT incidents, Global IT Infrastructure monitoring of servers (OS, DB, Storage, Application Servers, Email), networks, data centers, batch job environments, backups/restores, critical trading and financial platforms /applications and information security operations at the UBS GOC/OCC.

Capturing incident follow ups and completing formal Post Mortems

Producing management information, including KPIs and reports to show performance within the environment

Presenting weekly and monthly Incident Management data to Leadership team, concisely and effectively

Documenting Issues, updating issues log, following issues to completion, and escalating issues to management team if needed

Ensuring that all IT Teams follow the Incident management process for every incident

Driving decision making for incident resolution and minimizing impact to the business

Escalation to Senior IT Management

•Excellent planning, documentation, organizing skills. Strong facilitation skills

•Results orientation with emphasis on continuous improvement.

•Ability to work with and coordinate the activities of application teams, business teams, infrastructure teams, network team and Vendors

•Understand Business impact Analysis and Risk Assessments, working with outsourcing coordinators

•Transitioned all 1st level support of Incident management from various locations to Hyderabad for UBS Data Centers

•Experience in leading the Patch Management teams of both UNIX and Wintel servers.

•Added value to Change management process by including the more details as roll back process, individual change numbers for each group of similar servers

•Was responsible for crisis management, process management, SLA adherence, service improvement, value adds etc. specific to business unit – responsible for ensuring stability

•Working closely with Investment Banking teams in UBS like Operations & Control, IB Equities, FICC, ARISK, Global Asset Management teams.

•Transition UBS L1 DATA CENTER’S Electrical and Mechanical Equipment remote monitoring team transition to Cognizant, over saw complete life cycle of transition (KT, shadow support, reverse shadow and steady state).

•Well-rounded background with Consulting in Infrastructure Technology, People, Process/Operations, and Client management activities.

•Systems Integration, IT Operations & Technology Support and IT Infrastructure Management. Working in co-relation with ITIL standards.

•Experienced in working under pressure and making quick decisions.

•Managed high level key partner relationships with service suppliers (including payment service providers, IT vendors)

Work Experience:

•VySystems : March to June 2016

Role : Disaster Recovery Administrator

Client: Fossil

Location: Richardson, Dallas, TX

•CoOrdinate the documentation of System Recovery Plan for Applications and Infrastructure with in Primary DataCenter to DR Site.

•Work with technology area to coordinate and gather information to build and update System Recovery Plans for all infrastructure items ensuring all code specifications are met.

•Ensure DR IT test scripts are created.

•Work with Disaster Recovery Program Manager and Appropriate business units to prioritise related DR critical systems recovery order

•Maintain knowledge of changing technologies and provides recommendations for adoption of new technologies or policies appropriate for BCP and DR testing as well as the methods used in performing risk analysis and business impact analysis.

•Leverage purpose built tools to determine if the infrastructure deployed to our onsite data centers and 3rd party cloud providers are appropriately priced, sized, and optimally utilized.

•Ensures all installations at Data Centers globally follow the ITIL guidelines

•Coordinates with It resources to obtain information to build and update System recovery plan documentation

•Update the System Recovery Plans

•Participate in SRP to insure IT Consistency

•Mphasis: May 2012 to Dec 2012

Role: Infrastructure Service Manager

Client: JPMC

Location: Hyderabad, India

•Provides coaching/mentoring yearly objective setting/career coaching for direct reports

•Solidify and enforce pre-existing patch management policies and procedures.

•Plan and Coordinate Patch schedules with Application and Infrastructure teams to ensure no conflicts are encountered

•Establish and maintain a patch calendar and container group.

•Provide Weekly inputs for CAB, Problem, Patch exception processing and Compliance meeting.

•N minus 1 (N-1) Patching: Ensure all company assets maintain an N minus 1 OS and firmware version to maintain appropriate vendor support.

•Be available 24X7 when needed for critical Patching coordination and issue mitigation

•WaveCrest: Aug 2011 to Jan 2012

Role: Service Delivery Manager

Client: O2(UK)

Location: Hyderabad, India

•Job: Propose strategic opportunities to client including collaboration with the Account Executive team.

•Prepare for and participate in the Deal Review, Service Line Review, and Solution Review processes.

•Provides delivery oversight and is accountable, including vendor components of delivery.

•Provides oversight of the demand management, demand generation and supply planning process.

•Drive continuous improvement in customer interaction and collaboration processes.

•Perform capacity workload modeling and availability analysis for a variety of platforms and environments.

•Presents statistical availability, trend analysis and recommendations to IT management, IT leadership, and the business, as needed.

•Manage all resources within the Delivery Team.

•Oversee the development of employees and their skills and knowledge, retention management and recruitment.

•Cognizant technologies/UBS : 2006 Jan 2011 August

Role: Operations Manager [Service Operations]

Client: UBS

Location: Hyderabad, India.

•Job: Monitoring responsibility for up to 150 bank’s core IT personnel. Built business relationships and collaborated with very senior management in the bank due to the demand, critical nature and offshore setup and transition of these services

•Manager for Data center Services Team, I was responsible to handle the team that records and reports incident to regional managers and business Managers. Handle track to closure the high priority incidents in liaison with technical teams.

•Responsible for coordination of technical and operational resources through the diagnosis and resolution of service incidents, including but not restricted to the management of the communications during and at the resolution of the incident for Infrastructure, Platform, and Application Services functions

•Assessing the business impact of the incident and assigning & updating priority where appropriate

•Establishment of an incident management conference bridge call, chat session, Mails and any other communications channels if required.

•Responsible for the initial decision to initiate an Incident Command and the assembly of subject matter experts required for incident resolution.

•Taking complete charge of the incident by assessing the impact, driving call, co-ordination with various IRT (Incident resolution team), Isolation, Escalation and resolution throughout the incident life cycle.

•Execution of Escalation Management procedures as per the standard operating procedures.

•Ensure the use of pre-defined templates, tracking tools and best practice guidelines

•Assist in recruiting, hiring, and providing appropriate training for IT support staff.

•Establish IT Operations strategic plans in alignment with business objectives. Define and manage strategic & tactical roadmaps.

•Provide IT vendor management oversight - negotiations, and procurement of services/technologies. Look for opportunities to improve process.

•Client Interface - Address client facing queries regarding IT infrastructure capabilities, regulatory/compliance, and processes improvements

•Dell International Services: March 2003 to Jan 2006

Role: Associate Level 5

Client: DELL

•To provide second level support to USA customers regarding problems related to their Dell computer or Dell printer

•To call back the customers and ask if there issues are unresolved.

•To assist team lead in managing team metrics.

•To generate Team reports regarding AHT, RDR, and DR.

References :

1.Kurt Fischer, IT Compliance Manager at Fossil,

2.Kim Clark, Disaster Recovery Program Manager at Fossil Group, 214-***-****.



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