ARUN KUMAR PANDIYAN

Email: acynej@r.postjobfree.com, acynej@r.postjobfree.com

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

acynej@r.postjobfree.com, acynej@r.postjobfree.com

Contact Number

+1-437-***-**** / +91-988*******

Contact this candidate