Technical Support Service Delivery
Resume:
Debsili Sengupta
**** *** **** *** ********.*******@*****.***
Lincoln, NEBRASKA-68516 531-***-****
Reach the highest echelons in an organization with hard work, dedication, and constant endeavor to perform better and give results.
With 13 years of extensive IT experience, I have held leadership positions in both the Retail and Banking sectors, overseeing critical projects and ensuring seamless service delivery. My journey has integrated technical expertise with leadership, encompassing Tier 2, Tier 3, and Tier 4 technical support for customers and stakeholders, as well as leading teams through complex challenges and initiatives. I have extensive experience in managing multi-million-dollar banking customers and executing Application-Led Migration & Support programs across Hybrid and Cloud-based platforms within the financial services sector.
In addition to resolving intricate software and application issues, I have led project management efforts, orchestrating teams to exceed expectations. My leadership roles emphasize collaboration, guiding teams towards shared goals, and fostering a culture of continuous improvement. Key attributes include a strong customer focus, a sense of ownership, and a commitment to driving collaborative solutions. I have a demonstrated ability to quickly grasp and adapt to new technologies.
Moving forward, I am eager to leverage my dual strengths in technical proficiency and leadership to deliver exceptional technical support to enterprise organizations. My objective is to ensure smooth system operations while cultivating a cohesive and high-performing team environment.
Expertise
Linux Administration
Vulnerability Threat Management
Issue debugging skills
Incident Management
Change Management
Application/Production Support
Stakeholder management
Project Management
Risk Analysis
Pursuing PMP Certification
Operation Management
Agile/Waterfall methodology
Internal Audit
Leadership Skills
Team management
Analytical Skills
SDLC
PMO
Problem Management
OKR
KPI
CMDB/Asset Management
Professional Experience
Mphasis US Corp March’22 – Till Date
Client Charles Schwab
Technology Redhat and Oracle
Team Size 18 Members
Role Team Lead for Linux and DB tower
Responsibilities:
Responsible for maintaining the entire Linux infrastructure for Charles Schwab
Manage end to end delivery, collaborating on and delivering strategy and transformation projects - including leading small teams and workstreams, identifying roadblocks, and integrating feedback from clients and team members.
Work closely with Vulnerability Threat Management team to test, modify and certify newly created patching baselines. Remediated over 15k+ Linux boxes.
Provided Server Configurations, Software Installs, Software Configs, System Upgrades, Security, Monitoring for over 20K+ Linux and DB Oracle boxes
Provided OS support for all Business critical and non-critical applications/servers like OS patch installation of Oracle, Mellanox systems, Veritas clusters and commercial off the shelf software. Responsible for handling 20,000 Linux boxes.
Led multiple high-impact programs, ensuring successful outcomes through proactive management and coordination with cross-functional teams.
Monitoring with AWS Cloudwatch and custom AWS cloudwatch metrics.
Customization of network and implementation of network security with security group.
Building high availability infrastructure with load balancing and autoscaling.
Creating distributed application with backend mysql database.
Acted as a steward for driving consistency and standardization in managing and delivering programs.
Partnered with Engineering teams to identify and manage risks/issues and develop mitigation plans.
Coordinated planning and delivery efforts across various technology, vendor, and infrastructure teams, leading release planning activities resulting in the creation of project roadmaps.
Managed and led technical engineers to ensure proper allocation, planning, and execution of work for multiple projects.
Managing all risks associated with their business objectives and activities to ensure strict adherence
Maintained regular, active communication with stakeholders, including international regions, regarding release plans and deliveries.
Developed measurable KPIs for projects, ensuring alignment with overall KPIs for the technology space.
LVM Administration on Linux servers and resizing & extend & reduce the logical and volume group in LVM.
Work on various automations like creating dashboard using Splunk for quick validation of pre/post patching issues, and other server related issues.
Work on various OS related critical application servers other trading app servers, which are considered as extreme critical for client environment.
Work on automating various tasks in Linux environment like automating Veritas cluster failover/failback through custom scripts/fixlets.
Perform vRops analysis for vCPU and Memory increase/decrease. Participate in vulnerability or threat assessment and develops patch requirements, troubleshooting system failures.
Provide analysis/diagnosis to issues raised by application owners. Perform regular review of critical systems and recommending suggestions for improvement. Work on Remedy for scheduling the changes and participating in CAB.
Work with application owners for new patching cycle and create patching schedule. Review/update OS patching schedules and publishing them in Patch Maintenance Manager Tool.
Download server patches and create patching baselines in BigFix.
Knowledge management and Requirement gathering/analysis.
Reducing Production incidents by performing RCA and identifying the solution.
Debugging issues and trace back to root cause.
Work with engineering team to create custom scripts/fixlets to fix some of the serious vulnerabilities.
Design and implementation of ideas to enhance the monitoring of apps.
Identify and automate any repetitive tasks performed on daily basis. Work with stake holders to analyze the business requirement and propose feasible solutions.
Managed scope by establishing agreed-upon deliverables, roles, and responsibilities, ensuring adherence to contracts, SOWs, and Vendor guidelines.
Created, updated, and maintained project artifacts, schedules, and integrated plans, including specific deliverables, timelines, tasks, dependencies, and resource assignments.
Setup and managed processes, systems, tools, and organizational resources to initiate, plan, control, execute, and close projects associated with the assigned area.
Coordinated in various internal and external audits
Proactively identified gaps in internal plans and external expectations, effectively managing customer expectations regarding risks and issues mitigation.
Take ownership of support escalations, ensure customer resolution, eliminate roadblocks for your team, and empower accountability for team performance and customer SLAs
Partner with Operations and Leadership teams to enhance efficiency, drive OKRS, and enhance the overall support experience.
Guide team members with clear performance and development structure and continuous feedback. Ensure your team possesses the technical skills to deliver an outstanding customer experience. Support team growth by ensuring the right skills are in place and investing in their professional development.
Developed communication plans to disseminate project status, information, and expectations to internal and external customer resources and stakeholders.
Created and maintained agreed-upon reporting mechanisms that showed the overall health of the project(s) and clearly outlined critical risks, issues, action items, and decisions.
Prepare team’s status/delivery reports, project report, fortnightly decks for customer & Weekly Status Reports, Operations Maturity tasks.
Key Resource in leading the strategy and implementation of various tools, process across flawless service delivery and operations. Driven various Service Improvement projects and CSI themes resulting in huge amount of saving both for Cognizant and client. Also driven multiple Lean Six Sigma Green Belt project for removing redundant service requests, performing floor audit and ensuring delivery accuracy. Enabled application dependency analysis for critical issues in complex app architectures by bringing baseball scorecards and performing automation of services with help of various dashboard tools.
Tools & Technology
RHEL 6/7/8 and 9
Ansible (Red Hat)
SNOW
SuSE
AIX
BigFix
Kubernetes
AWS
Github
Bitbucket
CI/CD
Jenkins
Docker
Puppet
JIRA
Remedy
Shell Scripting
Putty
HPSM
Confluence
ServiceNow
Mainframe
Certifications
RedHat Certified System Administrator (RHCSA)
RedHat Certified System Engineer (RHCE)
AWS Certified Solution Architect -Associate
AWS Certified Sysops Administrator
Certified Kubernetes Admin (CKA)
ITIL Certified
Azure Solution Architect
Azure Admin
PMP (pursuing)
BFS L0
Six Sigma Yellow belt Bainbench
Green Belt Six Sigma Project, Training and Exam Completion
PMP Training completed Simplilearn
Cognizant Technologies Solutions (Infra Technology Specialist) Aug ’11 – March’22
Project #1
Client TDA Ameritrade
Technology Redhat
Team Size 13 Members
Role Team Lead
Period Oct 2018 -Mar 2022
Responsibilities:
Successfully managed complex development projects to deliver technical solutions within budget and timelines.
Developed effective, matrixed relationships across business and technology stakeholders, collaborating and communicating across multiple geographies.
Provided strong technical acumen in End User Services, including End User Computing, Mobility, End User Support, and Infrastructure.
Utilized project management process, software tools, templates, and management techniques to streamline project execution.
Demonstrated leadership skills with a self-motivated, “Can do” attitude, working independently in a fast-paced, changing environment.
Maintained high professional confidence with effective presence, strong written and verbal communication skills, and strong negotiation skills.
As a Linux patching lead providing OS support for all Business critical and non-critical applications/servers like OS patch installation of Oracle, Mellanox systems, Veritas clusters and commercial off the shelf software.
Work on various automations like creating dashboard using Splunk for quick validation of pre/post patching issues, and other server related issues.
Work on various OS related critical application servers like IBM MQ, BOS, TOS, EMS, and other trading app servers, which are considered as extreme critical for client environment.
Work on automating various tasks in Linux environment like automating Veritas cluster failover/failback through custom scripts/fixlets.
Work with engineering team to create custom scripts/fixlets to fix some of the serious vulnerabilities.
Responsible for Building and maintaining Linux infrastructure for the project.
LVM Administration on Linux servers and resizing & extend & reduce the logical volume and volume group in LVM.
Perform vRops analysis for vCPU and Memory increase/decrease. Participate in vulnerability or threat assessment and develops patch requirements, troubleshooting system failures.
Provide analysis/diagnosis to issues raised by application owners. Perform regular review of critical systems and recommending suggestions for improvement. Work on Remedy for scheduling the changes and participating in CAB.
Work with application owners for new patching cycle and create patching schedule. Review/update OS patching schedules and publishing them in Patch Maintenance Manager Tool.
Download server patches and create patching baselines in BigFix. Work closely with Vulnerability Threat Management team to test, modify and certify newly created patching baselines.
Knowledge management and Requirement gathering/analysis.
Reducing Production incidents by performing RCA and identifying the solution.
Debugging issues and trace back to root cause.
Design and implementation of ideas to enhance the monitoring of apps.
Identify and automate any repetitive tasks performed on daily basis. Work with stake holders to analyze the business requirement and propose feasible solutions.
Prepare team’s status/delivery reports, project report, fortnightly decks for customer & Weekly Status Reports, Operations Maturity tasks.
Project #2
Client Levi Strauss & Co.
Technology Redhat, SuSE, AIX & HPUX
Team Size 11 Members
Role Team Lead
Period Nov 2016 – Oct 2018
Responsibilities:
Server administration
Patch management
Support infrastructure projects
Incident troubleshooting and resolution
Build and maintain Linux infrastructure
User management of Linux boxes -Troubleshooting user account related issues
Perform system upgrade as per policy.
Monitoring system alerts and incidents
Log analysis and management for Linux OS
Decommissioning of servers
Life Cycle management of servers
Install software to support application environment
Vendor and OEM co-ordination to break-fix/Proactive fix
Support other teams in relation to Linux tower
24x7 support for the UNIX servers and Handle Production/DEV servers of Linux as well as Unix platform.
Patching of servers
Device and File system administration
Mounting and Unmount of File systems.
File System extension as per requirement
User management
LVM Administration on Linux servers.
Resizing & extend & reduce the logical volume and volume group in LVM
Perform vRops analysis for vCPU and Memory increase/decrease
Implement changes, perform security related tasks, identify and recommend improvements to existing processes and procedures.
Perform daily system monitoring verifying the integrity and availability of all hardware, server resources, system and key processes, reviewing system and application logs
Ability to work well with customers and in a cross-team environment and to mentor within teams
Responsible for handling escalated incidents and High Availability environment incident Management
Experience in production support, troubleshooting, job scheduling & monitoring, and Remote server administration at production environment in business-critical servers across Linux
Experience in writing shell Scripting
Performance Monitoring & Tuning and ensure high availability of infrastructure
Responsible for updating KEDB in Service-Now (SNOW)
Responsible for creating various reports and decks (MSR/WSR/QBR) for client
Project #3
Client Bank of New York Mellon
Technology Mainframe & UNIX
Team Size 32 Members in 2 different locations (Chennai, Kolkata)
Role Team Leader
Period Jan 2016 – Sep 2016
Responsibilities:
Driving the different business enabler initiatives with a task force to realize the benefit of Cognizant as a client partner in solving Bank technological issues.
Responsible for the services provided by the team on production support, analysis design and development of the new requirements in the project.
Responsible for project activities in terms of business value addition, customer benefit, automation drive etc.
Responsible for review of deliverables of the offshore team to ensure the Quality and Timeliness of Offshore deliverables.
Project #4
Client Bank of New York Mellon
Technology Mainframe & UNIX
Team Size 12 Members
Role Team Leader
Period Nov 2013 – Dec 2015
Responsibilities:
Monitoring test and production Databases
Monitoring of events and jobs through OWL (inbuilt tool)
Monitoring of execution of different events through KEA
Performing Shipments
Monitoring File Arrival check event along with time division
Error notification for running queue stuck scenario to SBOCC Shift Supervisor
Scheduling events of test and production database through KEA
Qcing and Queuing of events
Adhoc ELM request handling
Loading the queue for futuristic dates.
Preparing Star Report which includes checking various futuristic dates
Qcing MEL’s, ELM’s and OWL.
Rolling of Test MEL into production
Understanding and delivery of day-to-day project activities such as:
oProvide proper analysis/diagnosis to issues raised by customer.
oWork on various automations.
oAs a technical lead, guide colleagues from a delivery standpoint, through imparting knowledge in business, application, and technology.
oFacilitate, team meetings, onsite-offshore status call.
oPrepare team’s status/delivery reports.
oWork on various task of Operation Maturity.
oPlayed an active role in various audits like DAG, OMI etc.
Project #4
Client Bank of New York Mellon
Project Type Systems Management Support
Technology Mainframe
Team Size 8 Members
Role Team Member
Period Aug 2011 – Nov 2013
Responsibilities:
Abend resolution and duplicate transmission analysis for Telecash application and reprocess the same in mainframe.
Account opening and Welcome Kit configuration, SPUFI request analysis and processing in mainframe.
Point of contact for team in onsite and other dependent in offshore.
Preparing the daily Dash Board used for Auditing purpose.
Weekend validation of OMX servers through UNIX box.
Incident, Change and Problem Management are the main working areas.
ITIL, Six Sigma processes are used for base lining different applications reporting purpose
Communicating updates regarding the project among the team members.
First response to system alerts and fix mainframe job abends and issues and execute adhoc work requests in the scope of work
Online form execution for production moves, running production jobs outside schedule for issue resolution and executing DB2 queries through SPUFI in order to update tables as per customer requirement
Involved into creating different reports like Weekly Status report, PPM reports, CRQ, Start of Day etc. reports which are shared with Customer and Cognizant higher Management on regular basis.
Generating adhoc reports from mainframe based on the data in DB2 tables.
Verifying and correcting the data in production datasets in case of any abnormal/incorrect data and then providing the resolution as per the requirement
Send notification e-mails to the management and stakeholders in case of Major Incidents by ensuring effective and rapid response to it.
Participated in a SIP program to improve the escalation accuracy metric which is a standard SLA parameter defined by client.
Visa Status: Approved GC.
Academics
B.E. - Computer Engineering Institute of Engineering and Management (IEM), WBUT May 2010 76% Distinction
Higher Secondary St Paul’s Mission School, ISC Jun 2006 62% First Class
Secondary WWA Cossipore English, ICSE Jun 2004 74% First Class
Extra-curricular activities and Interests
Painting
Working out
Community Initiatives
Family Time
Reading Books
Personal Profile
Date of Birth 5th February 1989
Religion Hindu
Languages Known English, Hindi and Bengali
Nationality Indian
References available on request
Debsili Sengupta
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