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Manager Service

Highland Park, MI
February 25, 2020

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Curriculum Vitae

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Ragupathi Muthusamy

• Mobile: +91 – 971-***-**** / +1-848-***-**** • E-mail:

• Visa/Work Permit: USA H1-B (Valid until July 2020) ASSOCIATE CONSULTANT



Solid Credentials

IT Service Management, Team

management, Client management,

Incident, Problem and Change

Management, P1 Outage Recovery,

Support in TWS Upgrade projects,

Batch job/schedule migration

project across tools.

Project Lifecycle Experience

SOX Compliance (doer checker

process & client audit on batch

schedule environment), Application

Migration, Remediation, commission-

decommission projects, Participated

in Knowledge Transition

Service Delivery

Resource management, Continuous

Service Improvement plans, Ensured

SLA maintained Green, Escalation

Manager during critical incidents,

Manage Escalations and RCA, Periodic

Reports, Introduce KB and Procedures,

New Hire Transition, Verification of

Changes, Work with Teams for Incident

Impact recovery, Quality Assurance,

Client management, Team management


Resource planning

Capacity management

Team management

Customer management

Project Management

Service improvements

Process Documentation

Incident Management

Change Management

Problem Management

Technical Support


Report Generation and Analysis

Release activities

Remediation & Migration activities





Technical Manager: Batch Job Scheduling &

Administration (Redwood Cronacle)

Project: Ann Taylor.

Team Size: 3

NOV 2018 to JAN 2019

HCL America Inc.

New York (Client




Operations Manager: Service delivery Management,

People Management, Process, Technical escalation

handling, Critical/High Incident management.

Project: Unilever & Ann Taylor

Team Size: 20+

AUG 2015 to OCT 2018 HCL, Bangalore

Technical Specialist

Team Lead: Batch Job Scheduling (TWS & Redwood


Project: Ann Taylor

Team Size: 5

OCT 2011 to JULY 2015 HCL, Chennai

Technical services


Batch scheduling team management: - TWS Midrange,

Project: Discover Financial Services

Team size: 10

JAN 2011 – OCT 2011 IBM, Chennai

Sr. System Engineer

SOPC for client, TWS Midrange,

Project: Bayer Crop Science Ltd.

Team size:15

APR 2009 – JAN 2011

Bayer Crop

Science Ltd.



Unix Administration (AIX), IBM WebSphere & Message Queue, IBM Tivoli Directory Services Implementation

& Admin, IBM Tivoli Storage Manager Backup


Project: YES Bank, Barclays Financial Services, BNP Paribas

Team size:15

AUG 2008 - MAR 2009


Software Pvt.

Ltd., Mumbai.

Curriculum Vitae

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Organization : HCL Technologies Ltd., Bangalore & HCL America Inc., New York (Client Location) Duration : Oct 2011 to Till Date

Designation : Associate Consultant

Role : Technical Manager (Unilever & Ann Taylor)

Key Achievements:

Improved the Incident Response and Resolution to 100% & 99% respectively from 90% & 79%.

Have identified the key risk parameters and have implemented mitigations accordingly.

Have implemented Doer-Checker process to overcome human errors.

50% resource optimization was done.

Have Automated more than 15 major tasks, which helped in optimization, faster resolution and human error avoidance.

Have played Key contributions during P1 / Critical issues.

Have analyzed historical P1’s and have reduced them to 2 P1’s per quarter compared to 5 P1’s per Month. Project Management / Service Delivery:

Managing a team of approximately 20+ employees in a busy work environment.

Manage post incident meetings through to root cause, to request teams to engage various teams

Ensuring that capacity and capability are continually planned.

Driven critical/high priority incidents, coordinated among HCL technical tracks and customers until service restoration.

Manage Severity 1 and 2 incidents Incidents and Problems in the Platform as per customer’s Process 24x7 basis, Initiate incident bridge and ensure response from impacted groups within SLAs.

Encouraging, identifying and developing best practice strategy.

Analyze Risks associated with project and working on mitigation.

Meeting deadlines without compromising quality norms and adhering to SLA.

Involved in daily, weekly and monthly reporting, client calls.

Improve and Develop Procedure Documents.

Perform Quality Audits on Incident/Problem/Change for continuous improvement.

Performance and appraisal management.

Resolving customer escalations and providing escalation RCA document; proactive and reactive approach for resolving new issues in the services offered to customer.

Bring in automation in service delivery, wherever possible by identifying & implementing Continuous Service Improvement Plans and service improvement plans for the customer.

Guiding team to achieve the SLA targets for Incidents, Service request, Problem tickets.

Ensure CPI (Critical Performance Indicators) are met, ensure target is achieved on monthly basis

Automation of the manual tasks (job failures and system alerts, batch processing report)

Value adds to customer and organization

Governance call with Unilever & Ann Taylor weekly/bi-weekly on the operations updates Team Management

SPOC (Special Point of Contact) for the Customers and SME (Subject Matter Expert) for the project.

Preparing reports, presentations, resource utilization, trend analysis, resource allocation effectively.

Values add to customer by working closely with the transformation and consulting group.

Resource end to end responsibility from resource work allocation by preparing work Rota, transport Rota & yearly appraisal & promotion and mentoring the team and setting the goals for each team members, 1-1 discussion.

Imparting new hire training and process based on-boarding.

Providing 24/7 support to monitor team on all escalations.

Carrying out verification and approval on Standard and Routine Changes.

Identify areas of improvements and feedbacks for the team members on Tickets\Participating in Operations/Project meetings with customers/partners (MOR) and ensure timely preparation of MoM. Batch Scheduler/ Tivoli Workload Scheduler (TWS):

Effectively handled End to end scheduling activities, in both planning and database.

Plan Activities: Adhoc runs, dependency (time, file, resource, schedule, job) amendments, re-runs, confirming the jobs, tidy up the carry forward schedules, Monitoring & updating the server limits.

Database activities: Addition/amending/obsolete the jobs/schedules/CPUs/parameter/calendar/resources/users.

Monitor calls/emails/mail queues/consoles periodically, wherever applicable, to ensure correct ticketing & escalation process is followed well within the defined SLA limits.

Investigating on job failures and fixing the issue if it is related to scheduling and reviewing, sign-off, implementation of change request.

Curriculum Vitae

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Creating new procedures and updating in run book (knowledge database) and actively involved in successful KT to new joiners.

Actively engaged in the project transition and involved in successful completion of project transition from client.

Actively involved in reduction of several repeated Sev-3 incidents by liaising with various Business areas who owns the jobs for fixing them.

Co-ordination with various support teams for resolving the problems and fix it within the SLA and strictly following the processes and procedures.

Redwood Cronacle:

Technical Manager for “Production Control” team managing global batch Operations, Scheduling & Administration.

Enabling operation and scheduling teams to achieve the SLA targets for Incidents, Service request, Problem tickets.

Design, build & support TWS & Cronacle CPS Batch job scheduling tool agents for Windows, Unix & SAP

Administration of Batch Tools (TWS & Cronacle CPS) and related applications

Upgrading the batch job scheduling tools

Troubleshooting the TWS & Cronacle CPS in case of application failures and fixing it on time

TWS User creation & administration

Managing and Maintaining all TWS & Cronacle CPS batch schedules and jobs (Unix, Windows & SAP jobs)

Resolving day to day issues in batch tools & Jobs

Providing Level-3 support for the customers

Managing documents and Procedures related to the tool administration and Job scheduling

Defining the jobs/schedules as per the client standards

Regular housekeeping of TWS logs as per organization standard

Provide on-call support to the customers during off business hours and ensure the business is not affected

Analyze and resolve the batch job failures

Automate the TWS & CPS file clean up on regular basis

Involve in Maintenance activity – Stopping/Starting effected TWS resource/Cronacle CPS during Data Centre

maintenance and ensure the activity is carried out during the minimum job scheduled time

Write Shell Scripts to pull the reports on monthly, Quarterly & Yearly basis

Managing and maintaining Batch Job scheduling Support standards and procedures

Ensuring the batch jobs/schedules/Users are created and maintained as per the audit standards Duration : Jan 2011 to Oct 2011

Designation : Technical Services Specialist

Role : TWS Batch Job Scheduler & Administrator

Key Deliverables:

Knowledge transfer of batch scheduling operations from on-site to offshore for customer “Discover Financial Services”

Defining & Managing UNIX/Windows/People Soft Jobs in TWS

Supporting and Coordinating with the team members to resolve the day today issues in TWS batch job schedules

Providing Level-2 support for the customers

Defining/Updating TWS Calendars

Analyzing and resolving the batch job failures

Defining TWS Database objects through CLI/JSC

Automating the TWS file clean up on regular basis

Involved in Maintenance activity – Stopping/Starting effected TWS resource during Data Center maintenance

Managing and maintaining Batch Job scheduling Support standards and procedures Duration : April 2009 to Jan 2011

Designation : Sr. System Engineer

Role : TWS Batch Job Scheduler & Administrator

Key Deliverables:

Monitoring and Scheduling UNIX/Windows/SAP R/3 /TSM jobs

Support and Coordinate with the team members to resolve the problems in TWS

Responsible for Assigning the Incident ticket to the respective support groups.

Analyzing Late Jobs in TWS on regular basis and clear them

Providing Level-2 support for the customers

Defining/Updating TWS Calendars

Shell Scripting for FTP/SFTP

Fixing of tws errors (FTP) and providing the required information to the customers Curriculum Vitae

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Generates job report via tws report tool (rep7, rep1)

Analyzing and resolving the batch UNIX/Windows/SAP job failures

Defining TWS Database objects through CLI/JSC/Horizon Webadmin

Automating the TWS file clean up on regular basis

Involved in Maintenance activity – Stopping/Starting effected TWS resource during Data Centre maintenance

Create technical and process documents which helps in understanding of project/process

Improvised the Process which helped in time saving – Webadmin Queries and Report

Trained team members and new joiners on Process and technical skills Duration : March 2008 to April 2009

Designation : Consultant

Role : Unix, IBM DB2 & Middleware(WebSphere & MQ) Deployment & Administration Key Deliverables:

Apply Latest AIX patches, fix packs, Software’s (TSM client), Upgrading TSM client from 5.3 to 5.4

Install AIX 5.3 through Cluster Server Management (CSM) Server

Fixed audit findings on all AIX servers as per client’s standards

Create backup policy for nodes based on the requirement

Backup of TSM Server database to scratch volumes Using Tivoli

Scheduling and monitoring of cron jobs in AIX servers

Create/Increase Virtual Memory for Unix servers based on the system utilization through change management process.

Configure NTP, NFS, and Syslog servers.

Install/Upgrade SSH protocols for business requirement

Mirroring of hard disk while adding new Physical drive

Create/Increase File System Sizes when it reaches its threshold limit

User creation/management and responsible for access rights for the applications

Generate report using NMON (Network Monitoring Tool) on daily basis and maintained and produced to the management when required

Develop shell scripts to Transfer inbound & outbound files (FTP & SFTP) for customer

Involved as a key Member during Maintenance activity/Disaster Recovery Testing

Exposer on WebSphere Application Server/IBM Web server/WebSphere MQ v6 – Installation/Configuration/Application Deployment on UNIX/Windows Environment

Queues creation, channel creation, on QA and Production Systems and support WebSphere MQ6

Raise of PMR with IBM and follow with them to get the problem resolved in proper time

Monitoring Filesystem size/Memory / Disk I/O


Received Employee of the month - October 2010, Bayer Business Services

Received Appreciations from HCL Technologies (IOMC) for providing valuable support to our Customer – November 2012

Received award for outstanding performance and lasting contribution for JDA XML Consolidation and Data Storage Upgrade – October 2014

Received award for TWS to Redwood Cronacle batch job migration project completion.

Recognized and awarded by HCL customers for delivery and stabilizing the environment on various occasions. ACADEMIC BACKGROUND

BE in MECHANICAL from SONA College of Technology, Salem. Afflicted to Anna University, Chennai, in November 2006.


SSLC (Matriculation) in from S V MANDIR MHSS, UTHANGARAI. March 2000. SELF PROFILE

Date of Birth : 14th June 1983.

Sex : Male.

Nationality : Indian.

Passport Number : R4736089.

Languages known : English, Tamil & Hindi.

Reference : To be furnished upon request.

Curriculum Vitae

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I hereby declare that all information given in this CV is true and correct to the best of my knowledge. Name: Ragupathi Muthusamy

Place: Bangalore

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