Incident Management
Resume:
ARUN KUMAR PANDIYAN
Email: **************@*****.***, *************@*****.**.**
Ph No: +1-437-***-**** / +91-988*******
EXPERIENCE SUMMARY
I have 9+ years of IT professional work experience and worked as System Administrator/Network Administrator, Systems Engineer and in Service Management. Earlier, worked as System Admin for windows desktop and Virtual desktops computers and also as Systems Engineer for Mainframe systems by monitoring the batch jobs, managing the tape alerts, scheduling jobs in control m, TWS etc. Currently working as Incident Manager / Operations lead, managing the team for their daily operational activities.
PROFESSIONAL MEMBERSHIP
Prince2 Foundation Certified on Jan 2017
Prince2 Practitioner Certified on Jan 2017
ITIL V3 Certified on Aug 2011
COMPUTERS WORKED ON
COMPUTER SYSTEM
PROGRAMMING LANGUAGES
SPECIAL SOFTWARES
Windows 7 / Mainframe
JCL, Scripting Languages
Vis, Torch, SMC, Assyst, CA7, Control M, TWS, Informatica, Active Directory, Remedy, Service Now, MS Office
EDUCATION
Name of the Examination
Name of the Institution
Year of Passing
Percentage Secured
SSLC (Xth)
Jaigopal Garodia National Higher Secondary School, Tambaram, Chennai.
2000
72%
HSC (XIIth)
Jaigopal Garodia National Higher Secondary School, Tambaram, Chennai.
2002
58%
Bachelor of Engineering (Computer Science)
GKM College of Engineering and Technology, Perungalathur, Chennai.
2006
60%
CAREER PROFILE
TATA CONSULTANCY SERVICES: SEP 2010 ONWARDS
CLIENT 1:
Client Name
IAG – British Airways, United Kingdom (Onsite)
Project Title
Operations Lead
Period
Feb 2016 – Sep 2016
Position
Assistant Consultant
Responsibilities
Monitor the operational activities of the BA middleware system.
Led a team of 7 members for their daily operational activities who are responsible to monitor the SIP (Service Integration Platform), an in-house middleware service platform.
Handle all the Sev 1 and 2 incidents that affect the production environment and coordinate effectively with the respective teams / 3rd party vendors whenever required.
Acted as a part of service management team to work on the RCA’s for all the sev incidents and provide them to the management and client.
Need to give cross training to the team members if any new activities are provided by the client or the L3 team and prepare KB / documents for the same for the future references.
As part of Change approval team, work on the change requests (CR’s), coordinate with respective teams about the implementation and the impacts that can occur in production environment and give approval based on the analyzation.
Involve in change meetings and plan the technical challenges that can occur during the implementation of the change.
Do Ad-hoc requests, if any special activities that are carried out during the production change implementation.
Generate monthly reports on number of Severity critical incidents that occurred and coordinate the same with L3 support and with client to minimize the future occurrence.
Handle the daily critical maintenance activities like restarting the brokers / containers, check for any pileups etc., through an in-house tool called SMC and also through Unix commands by logging into the server in putty.
Monitor the usage of virtual machines through an in-house tool called RHEV manager which shows the entire cluster of VM’s connected. Whenever required, shutdown, restarting or remapping the virtual machines to different hosts are handled through RHEV
Monitor the critical alerts through an in-house tool called Visualization, which throws the alerts related to the connectivity of links, brokers, containers between the end users and the BA SIP system, in real time.
Log all critical incidents and its logs effectively and create tickets using the tool called Assyst and also follow up the failures with the next level or 3rd party team to ensure that the failures are resolved within the given Service Level Agreement.
Project
Project is to provide middleware operational services for British Airways, one of the largest airline service provider in UK based on the fleet size.
The airline is based in Waterside near its main hub at London Heathrow Airport and the key functions of the production Control are to monitor the middleware services
Hardware
Linux Servers
Languages
NA
Database
Oracle
Special Software
In-house software like VISUALISATION, SONIC MANAGEMENT CONSOLE, TORCH, FOGLIGHT, ASSYST, RHEV Manager etc.
Project Location
London- United Kingdom,
Chennai – India
CLIENT 2:
Client Name
Horizon Blue Cross Blue Shield
Project Title
Mainframe Operations Lead
Period
Nov 2014 – Feb 2016
Position
Assistant Consultant
Responsibilities
Schedule / Monitor the production jobs that are running in the servers using the tools called TWS & CA7.
Led a team of 6 members for their Mainframe production support operational activities and get transition from client whenever any new/adhoc operational activity has to be performed.
Handle all the Sev 1 and 2 incidents that affect the production environment and coordinate effectively with the respective teams / 3rd party vendors whenever required.
Acted as a part of service management team to work on the RCA’s for all the Sev incidents and provide them to the management and client.
As part of Change approval team, work on the change requests (CR’s), coordinate with respective teams about the implementation and the impacts that can occur in production environment and give approval based on the analyzation.
Involve in change meetings and plan the technical challenges that can occur during the implementation of the change.
Need to give cross training or KT to the team members if any new activities are provided by the client and prepare KB / documents for the same for the future references.
Update the status of the prod online regions, job failures and special activities performed, to the client on daily basis.
Do Adhoc challenges, if any special activities that has to be done during holidays, month end, pay-cycle etc.
Do IPL (Initial Program Load) activities based on the client’s requests / CR’s or as per the scheduled checklist.
Notify the abends of the production jobs to the respective application team and take actions of the same in CA7 / CA11 as per the instructions provided by the team.
Manage the Tape alerts by giving relevant commands and escalate the issue to next level of support if not resolvable.
Change basic level of coding in JCL as per the instructions provided by the team using CA7 / CA11, in order to resubmit the failure jobs.
Check the run/execution time of the jobs and batch in CA7 and notify the same to the application team in order to take appropriate actions.
Change predecessor / successor or execution time of a particular job in CA7, if required by the client.
Monitor the MVS Consoles and escalate the critical alerts and notifications which are related to the Backup, Tapes, Mainframe server and OS to the Data Center and Mainframe Level 2 team.
Log all job failures effectively and create tickets using the tool called HPSM and follow up the failures with the next level or application team to ensure that the failures are resolved within the given Service Level Agreement.
Project
Project is to provide Remote Manage Production support services for Horizon BCBS, one of the leading Healthcare service provider in USA which provides managed care and traditional indemnity plans for individuals and employers
The production control is located in New Jersey and the Key functions of the production Control are Console Monitoring, Job Monitoring, Incident Logging and General Infrastructure support in various domains like, AS400, Mainframe, Unix and Intel.
Hardware
IBM Mainframe Servers zEC 12 (2827-H20 404), IBM Storage Servers like ESS F20 and DS8100 Model, Console Systems, Tape Controller & Tape Drives
Languages
JCL
Database
DB2
Special Software
CA7, SAR, HPSM, OMEGAMON, NetView.
Project Location
Chennai, India
CLIENT 2:
Client Name
Morgan Stanley
Project Title
Mainframe Operations
Period
July 2013 – Sep 2014
Position
IT Analyst (Team Lead)
Responsibilities
Lead a team of 10 members for their Mainframe production support operational activities.
Monitor the Mainframe production jobs using the IBM tool called, TWS (Tivoli Workload Scheduler).
Handle all the Sev 1 and 2 incidents that affect the production environment and coordinate effectively with the respective teams / 3rd party vendors whenever required.
Acted as a part of service management team to work on the RCA’s for all the sev incidents and provide them to the management and client.
Need to give cross training to the team members if any new activities are provided by the client or the L3 team and prepare KB / documents for the same for the future references.
As part of Change approval team, work on the change requests (CR’s), coordinate with respective teams about the implementation and the impacts that can occur in production environment and give approval based on the analyzation.
Involve in change meetings and plan the technical challenges that can occur during the implementation of the change.
Used a Morgan Stanley tool called 3D to check the RFB (Ready for Business) status on daily basis before their actual business starts and notify clients if any deviations found.
Maintain various URL’s by monitoring preceptor alerts which we receive as an email notification and co-ordinate with respective onsite L2 team for the solution.
Used the tool called Informatica to get information about various production job details, which will be consolidated later and sent as a report to client.
Used the tool called Service Now, for logging all Incidents and cases and passing it to other teams.
Send checkout reports to Clients within given SLA and based on the completion of the production jobs.
Maintain a well prepared Checklist which include that day’s operational activities and Adhoc checkouts, and from them assign the tasks to the team members.
Co-ordinate with clients and other Dev and Prod teams to gather information about Adhoc checkouts which has to be performed during any scheduled maintenance.
Co-ordinate with clients to get information about their new requirement/tasks which should be performed from operations perspective and give KT sessions about the same to entire team to perform the checkout.
Create KB articles in a better understandable way, for the entire checkouts available and share it across the team members for their guidance and reference.
Create Monthly reports against the daily checkouts, Adhoc checkouts, to get the details about SLA and send it to clients.
Update the daily status of the failures and special activities performed, to the client on daily basis.
Project
Project is to provide Remote Manage Production support services for Morgan Stanley, one of the World’s leading financial service provider which provides securities, products and services to customers, including corporations, governments, financial institutions, and individuals
The production control is located in New York, USA and the Key functions of the production Control are Console Monitoring, Job Monitoring, Tivoli Monitoring, Incident Logging and General Infrastructure support in various domains like, AS400, Mainframe, Unix and Intel.
Hardware
IBM Mainframe Servers z10, z900 and Multiprise 3000 H30 IBM Storage Servers like ESS F20 and DS8100 Model - 931IBM 2074 Console Systems, C06 Tape Controller & Tape Drives
Languages
JCL
Database
DB2
Special Software
CONTROL M, JES2, RACF, DFSMS, ISMF, SMF, RMF, OMVS, VSAM, TSO, ISPF/PDF, SDSF, Tivoli, TWS and DASDMGMT.
Project Location
Chennai, India
CLIENT 3:
Client Name
SONY Europe, United Kingdom (Onsite)
Project Title
Mainframe DC Operations
Period
Aug 2012 – Jun 2013
Position
IT Analyst (L2)
Responsibilities
Handle all the Sev 1 and 2 incidents that affect the production environment and coordinate effectively with the respective teams / 3rd party vendors whenever required.
Acted as a part of service management team to work on the RCA’s for all the sev incidents and provide them to the management and client.
As part of Change approval team, work on the emergency change requests (CR’s), coordinate with respective teams about the implementation and the impacts that can occur in production environment and give approval based on the analyzation.
Involve in change meetings and plan the technical challenges that can occur during the implementation of the change.
Manage the Tape Allocations in Library and deal with Daily/Weekly/UDO tapes for Mainframe and Unix jobs
Handing over the Ejected tapes to IBM Engineers for backing it up and Load the new tapes back into the Baldrick, based on the application teams request
Take actions on Servers, physically, by recycling it, if the users are not able to ping / connect to the servers
Monitor the Batch and Backup Jobs executions using the tool called CONTROL M
Monitor different Servers Availability/Threshold status using the tool called Tivoli and escalate it to the appropriate teams
Monitor the Production, Development, Testing Consoles and take necessary actions on the alerts thrown like Tape allocation, Drive replacement, Buffer Shortage etc
Assign SafeWord (Authentication) tokens to the users for their Official network authentication, based on their request, using the tool called Safeword Admin Console
Login to MVS Sessions for managing the Mainframe jobs that are scheduled to run
Login to Telnet sessions to Start and Stop the SAP servers during the TRANSPORTS Activity which will be performed every weekend
Perform IPL Activities on MVS Consoles when requested by the client
Take actions on the failure jobs that occurs during the execution and take appropriate actions based on the application teams instructions / documentation
Hold/Change the Quantitative Resources in Control M if any major failures occurs
Login to SAP-GUI Admin tool as SAP Administrator using various Transaction ID’s for rerunning or to take action on the SAP failure jobs
Update all the Work Logs/Failures/Action taken on failures, in a tool called Remedy.
Project
Project is to provide Remote Manage Production support services for SONY Europe, one of the World’s leading manufacturer of audio, video, communications, and information technology products for the consumer and professional markets.
There are two data centers in UK geography which is located in Basingstoke and Reading.
The production control also located in London. The Key functions of the Data Center and Production Control are Console Monitoring, Job Monitoring, Tivoli Monitoring, Incident Logging and General Infrastructure support in various domains like, AS400, Mainframe, Unix and Intel.
Hardware
IBM Mainframe Servers z10, z900 and Multiprise 3000 H30 IBM Storage Servers like ESS F20 and DS8100 Model - 931IBM 2074 Console Systems, C06 Tape Controller & Tape Drives
Languages
JCL, SAP
Database
DB2
Special Software
CONTROL M, JES2, RACF, DFSMS, ISMF, SMF, RMF, OMVS, VSAM, TSO, ISPF/PDF, SDSF, Tivoli, TWS and DASDMGMT.
Project Location
Basingstoke, England
CLIENT 3:
Client Name
SONY Corporation
Project Title
Mainframe Operations
Period
Sep 2010 – Aug 2012
Position
Systems Engineer
Responsibilities
Schedule / Monitor the production jobs that are running in the servers, for the programs Sony Electronics and Sony Pictures
Schedule / Monitor the Mainframe and SAP production jobs using the tool called CONTROL-M
Load the jobs from Tables to the current Active Job File using the TSO Sessions, as per client’s requests.
Do the day to day and weekend activities based on the checklist, provided by the client.
Change the calendars in the servers to load the right jobs into the current AJF, if any special activities that has to be done during holidays, month end, pay-cycle etc.
Do IPL activities based on the client’s requests or as per the scheduled checklist.
Notify the failures of the production jobs to the respective application team and take actions of the same in CONTROL-M as per the instructions provided by the team.
Manage the Tape alerts by giving relevant commands and escalate the issue to next level of support if not resolvable.
Change basic level of coding in JCL as per the instructions provided by the team using CONTROL-M, in order to resubmit the failure jobs.
Check the run/execution time of the jobs and batch in CONTROL-M and notify the same to the application team in order to take appropriate actions.
Change predecessor / successor or execution time of a particular job using CONTROL-M GUI, if required by the client.
Monitor the MVS Consoles and escalate the critical alerts and notifications which are related to the Backup, Tapes, Mainframe server and OS to the Data Center and Mainframe Level 2 team.
Log all job failures effectively and create tickets using the tool called REMEDY v7.0 and follow up the failures with the next level or application team to ensure that the failures are resolved within the given Service Level Agreement.
Update the daily status of the failures and special activities performed, to the client on daily basis.
Project
Project is to provide Remote Manage Production support services for SONY, one of the World’s leading manufacturer of audio, video, communications, and information technology products for the consumer and professional markets.
There are 2 data centres in US geography which is located in Briarcliff Manor and San Diego. The production control also located in Madison Ave. The Key functions of the Data Centre and Production Control are Console Monitoring, Job Monitoring, Tivoli Monitoring, Incident Logging and General Infrastructure support in various domains like, AS400, Mainframe, Unix and Intel.
Hardware
IBM Mainframe Servers z10, z900 and Multiprise 3000 H30 IBM Storage Servers like ESS F20 and DS8100 Model - 931IBM 2074 Console Systems, C06 Tape Controller & Tape Drives
Languages
JCL, SAP
Database
DB2
Special Software
CONTROL M, JES2, RACF, DFSMS, ISMF, SMF, RMF, OMVS, VSAM, TSO, ISPF/PDF, SDSF, Tivoli, TWS and DASDMGMT.
Project Location
Chennai, India
SUTHERLAND GLOBAL SERVICES: APR 2009 – SEP 2010
Client Name
SUTHERLAND Global Services
Project Title
Remote InfraStructure Management Executive (RIM)
Period
Apr 2009 – Sep 2010
Position
RIM-GTI Executive
Responsibilities
Handle all the Sev incidents that affect the production environment and coordinate effectively with the respective teams / 3rd party vendors whenever required.
Acted as a part of service management team to work on the RCA’s for all the sev incidents and provide them to the management.
Assisted US Work At Home Employees (WAH) with Virtual Private Network (VPN) connections, Virtual Desktop Infrastructure (VDI) related issues and AVAYA soft phone installation and troubleshooting.
Administrated the Virtual Desktops by logging into appropriate link and monitor the usage of Virtual Machines in the end users system.
Administrated the end users RSA Accounts by logging into the RSA Database Server using RSA Secure ID.
Administrated and Troubleshot the OS/Software and Application related issues for all the available Desktops/Laptops and Work Stations, based on the user requests.
Given right Access and Permissions to the Global Employees of the organization by logging into the servers and other applications.
Installed various required Tools and Applications, according to the program need, in the end users system.
Escalated the issues or tickets to the next level or to the client if there is any large outage in the client applications and log all the incidents effectively in an appropriate SUTHERLAND tool called ALTIRIS
Project
Sutherland Global Services is a multi-national technology-enabled BPO services company providing integrated Platform-based and Analytics enabled business-cycle support solutions for major Industry Verticals and global industry leaders.
Having started operations in 1986 in Rochester, New York, Sutherland now employs over 30,000 professionals offering RightSourcing™, seamlessly blended services from its 35 operation centers in Bulgaria, Canada, Colombia, Egypt, India, Mexico, Philippines, the United Arab Emirates, the United Kingdom, and the United States. By integrating highly trained people with state-of-the-art technology and proven business methodologies, Sutherland collaborates with clients to help them excel in their industry and maximize their customers’ lifetime value.
Hardware
VMWare Servers, Windows Desktop, RSA Server
Languages
Scripting Languages
Special Software
Avaya Soft Phone, Scripting Tools, Active Directory, ALTIRIS, Remote Desktop
Project Location
Chennai, India
SITEL India Ltd: AUG 2007 – JAN 2009
Client Name
DELL Computers
Project Title
Customer Support Services
Period
Aug 2007 – Jan 2009
Position
Technical Support Executive
Responsibilities
Exhibited highest level expertise of technical support for DELL customers to resolve any Computer related issues.
Handled all inbound call’s in an Effective manner within the given timeframe and Average Handling Time (AHT).
As a part of customer satisfaction program, apart from regular troubleshooting, assisted the customers on their technical queries on Internet, Software which at times involve technical troubleshooting about various Internet and Software related applications.
Log all the calls effectively in an appropriate DELL tools and internal tools.
Project
For more than 28 years, Dell has empowered countries, communities, customers and people everywhere to use technology to realize their dreams. Customers trust us to deliver technology solutions that help them do and achieve more, whether they're at home, work, school or anywhere in their world.
Dell On Call, supports the Dell home users for their critical OS/Application/Softwares/ Network level problems that they face with their computers.
Languages
Windows OS, Internal Applications
Special Software
DSN, Dell Connect, All Antivirus softwares
Project Location
Chennai, India
COURSES ATTENDED
Period
Title
Location
Organised by
From
To
Jan - 2017
Jan - 2017
PRINCE2 FOUNDATION
SKILL LOGIC, Chennai
SKILL LOGIC
Jan - 2017
Jan - 2017
PRINCE2 PRACTITIONER
SKILL LOGIC, Chennai
SKILL LOGIC
July - 2011
Aug- 2011
ITIL V3 Foundation
TCS, Chennai
TCS
Sep - 2008
Nov- 2008
CCNA
NIIT, Chennai
NIIT
PERSONAL DETAILS
Date of birth
25-Dec-1984
Sex
Male
Nationality
Indian
Marital Status
Married
Present Address
107A, Margaret Avenue, Kitchener, Ontario – N2H 4H5
Email Address
**************@*****.***, *************@*****.**.**
Contact Number
+1-437-***-**** / +91-988*******
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