Service Delivery It

Sarah Savarimuthu

Contact: +601********

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

Location: Johor, Malaysia

Nationality: Malaysian

Over 20 years of experience in IT Service Delivery with hands-on experience in managing Batch Operation in Global Command Center, Administrator Backend Batch Processing, Application & Production Support for global companies – Financial, Insurance, Retail and Mobile Content Industries. Played pivotal roles in various operations, IT modernization and transformational program.

Possess proven leadership capabilities with extensive experience with client relationship, service delivery and service management. Leading and managing 24/7 global batch operation, AUTOSYS Administrators- Scheduling and Automation regional cross functional team members to ensure delivery requirement revolving around Service and Technical Operations SLA’s and KPI’s.

Leadership Achievements:

Achieved recognition as Extra Miles Award from Accenture in Addressing Client and Community Needs by successfully completing batch job migration to Cloud (AWS) and account separation between AIG and Corebridge.

Successfully Transitioned the AIG GCC Batch Operations Team (AUTOSYS Midrange) into Accenture Operations as part of the AIG 200 Initiative.

Cost saving in Automating 10 APAC Countries Application Batch project consisting of mid-range servers resulting in USD $ 40,000 per month for the client.

Upskill and Reskill program – Associated with successfully cross training of 8 existing resources to take up emerging technologies and skills including Cloud, DevOps on critical support functions within each of the Infra functional groups.

Major Project Accomplishments:

BAU Projects

oMigration AUTOSYS On Premises to AWS – Batch Infrastructure and Application Migration as part of Physical Datacenter Separation Between AIG and Corebridge

Leveraging existing On-Premises servers to CLOUD(AWS).

Driving safe and sound application and batch cycle separation between two organization (AIG & Corebridge) will zero incident.

Applying PRINCE2 Project Management capabilities as Project Board (Senior User, and Team Manager). Accountable in specifying the benefits and ensure benefits are realized.

Benefits: Continuity excellencies of services, strong sustainability of infrastructure and client relationship with overcall cost saving.

oLegacy Applications migration as part of Datacenter Modernization (AIG- Corebridge Physical Separation to AWS)

Migrated to latest Server infra with active-active high availability.

Application version upgrade to have full vendor support.

Benefits: Better vulnerability management, Ring fence to Global support model

oRemediation of Oracle Java and Log4j Vulnerabilities.

Benefits: To sustained compliance with Corporate IT Governance Strategies, IT Securities, as well as Infrastructure and Applications standards

oAlert monitoring tool migration from CA-SOI to CA Spectrum

Benefits: Better root cause analysis and reduce time taken to resolve issues

Vendor Management

Collaboration in AIG’s AUTOSYS (CA Workload Automation AE R11.3) Separation to AWS with HCL (Vendor – Senior Supplier via PRINCE2 Methodology) and CA Broadcom (Vendor)

SME representing and performing AUTOSYS Client, WCC, IDASH and Agent installation on AWS environment.

Key person in demonstrating signoff confirmation on AUTOSYS Development instance to Production Go Live.

Strategic Internal projects

oSuccessfully Transitioned the AIG GCC Operations Team into Accenture Operations as part of the AIG 200 Initiative.

Highlights of Expertise

Education / Certification

Service Management

Incident, Problem (RCA) & Change Management

Continuous Service Improvement

ITIL Certified

Bachelor’s degree

In Computing

Batch Management

CA Workload Automation (AUTOSYS) Administrator and Scheduling

On Premises to AWS Migration

Automation

Project Management (Product Owner)

Production Support

Application Support

Midrange (AS400, AUTOSYS -CA-WCC, EEM,IDASH)

Mainframe (CA7/CA11, JCL, ENDEVOR)

SAP( SAP Adapter, SAP Plugins)

Certifications

In Preparation of AWS Certification of Completion Cloud Practitioner

ITIL Foundation Certification V3.

Prince2 Certification of Completion Foundation

Certified CA Uncenter AUTOSYS Core Component

Certification of Completion Kepner Tregoe Frontline Workshop

Certified High Impact Presentation Dale Carnegie

Infra & Application Monitoring

Open Systems (Wintel, Linux, AIX, Solaris RHEL, Database, AWS, VMs).

Application monitoring

Scripting

Phyton, SQL plus, Shell Scripting

JIL (Job Information language)- AUTOSYS

Application script creation and debugging support.

People Management

Global and regional based teams

24 x 7 Cross functional operations

Enterprise Event Monitoring

Service Now, Remedy,CA Tools, SPLUNK, Spectrum

Career Experience

Accenture Operations Jan 2022 to Dec 1 2023

Designation: IT Associate Manager (Batch Operations - Global Command Center)

Industry: Insurance

Client: AIG and Corebridge

Managing Global Command Center Batch Monitoring (AUTOSYS, AS400 and Mainframe) and AUTOSYS Administrator and Scheduling teams in Malaysia, United State, and India within the Infrastructure Services.

Ensuring AIG and Corebridge batch infrastructure functions at optimum efficiency by leading Service Delivery Operations in Batch Operation Global Command Centre.

Works with leadership team to improve operational systems, process, and policies to support management reporting, information flow and management, business processes and organizational planning related to batch operation and automation.

Monitor Data Center compliance with Corporate IT Governance Strategies, IT Securities, as well as Infrastructure and Applications standards.

Conducting Daily Operations meetings for APAC and EMEA regions which includes all the batch infrastructure capability teams with effective and productive manner.

Facilitate problem solving and collaboration within the cross functional teams under Infrastructure Services

Manage time-off and distribute the workload to ensure business requirements are met.

Responsible for the Audit and Risk Control associated with Batch Operations

Manage all Severity One IT failures while overseeing operations systems backup, archiving, and disaster recovery related to Batch Operations.

Carries out Disaster Recovery drills as agreed plan and provide status update to relevant stakeholders.

Ensure the team using best practices with regards to Infrastructure Services functions and that the business data integrity is protected and always maintained.

Executes tasks and ensures that services provided perform to agreed-upon SLAs.

Assist in resolution of issues and problems within an ITIL framework, and manage escalations and issues as required.

In charge of operational performance metrics and status of Batch Operations

Manage automation and improvement initiatives by having Bi-Weekly and monthly meetings with clients as part of the Continuous Service Improvement.

Participate actively in the appraisal process for team leads and members, including employee development plans and disciplinary actions.

Recognize and celebrate team and team member accomplishments and exceptional performances.

Strive for team consensus and win-win agreements and involve when necessary to aid the team in resolving issues.

AIG Technologies Jan 2016 to Dec 2023

Designation: Autosys Administrator @ Autosys Scheduler (SME)

Industry: Insurance

Client: AIG and Corebridge

Subject Matter Expert on AUTOSYS Administrator in support of Organization changes via multiple Project and Migration, Driving and Coordinating with vendor and client globally.

Responsible for delivering and maintaining the Infrastructure Batch Services strategy to ensure that the delivery of services meets the business requirements.

Carries out AUTOMATION Capabilities via AUTOSYS in scheduling backups, batch jobs as per the schedule, designing automation batch cycle within AUTOSYS capabilities,Midrange, AS400,SAP, and Cross Platform (Mainframe) and ensure that they are successful.

Responsible for supervising and maintaining the Batch Operations of Hardware Systems (Patches, Upgrades, Quarterly Reboots (AIX,Solaris,Linux(RHEL),Windows, AWS(EC2)), Network Infrastructure, Databases (Oracle), Batch Services, Applications and their availability.

Representing P1 batch incident and potential P1 incident calls as a SME Production Midrange Administrator and works together with the Global Command Center Service Manager towards resolution.

Collaboration with Problem Management Team in supporting and walking through RCA calls and documenting prevention, improvement plans and guidelines.

Ensure daily assignments are completed on-time within the company defined SLA’s.

Perform quality checks of team's output to ensure high standard of quality.

Ensure appropriate level of documentation is created and readily available.

Responsible for license compliance and certification across Batch Operations under Infrastructure Services.

Assure that the team members have the necessary education and training to perform their job.

Map the manpower needs for the team and involve in the recruitment process.

Manage time-off and distribute the workload to ensure business requirements are met.

Coach and help to develop team lead and team members.

Additional Experience:

AIG Technology Services Sdn Bhd, Kuala Lumpur, Malaysia (March 2005 to Sept 2011).

AUTOSYS Scheduler – Batch Production L3 – (Sept 11 to Dec 2015)

Team Lead – Batch Production Operations (March 2010 to Sept 2011)

Sr. System Engineer – Production Support (January 2008 to March 2010)

System Engineer – Backup Support (March 2005 to December 2007)

AKN MTECH, Kuala Lumpur, Malaysia (March 2003– March 2005)

Software Engineer – Software Development and Application Support

Continual Service Improvement Initiatives:

Successfully automated 20% the manual tasks in GCC Network and Open systems space as part of project INSIGHT 2020 initiative.

Vulnerability and threat management – Successfully remediated Oracle Java and Log4j vulnerabilities for 8K + Infra servers.

SME support for AUTOSYS (Batch Operation) On-Premises migration To AWS and datacenter separation between AIG and Corebridge

Support Leaders the daily and weekly DORM (daily operation review meeting) for EMEA and APAC regions by implementing Agile model to support faster turnaround, problems faced by the teams and bottlenecks which was included in daily standup call with all Infra and application leads.

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