Manager Support

Phone: +91-997******* / +91-639*******

E mail: adle53@r.postjobfree.com

~Production Support

~Incident Management

~Operations Management

~Vendor & Stakeholder Management

~Project Delivery/Transition

Soft Skills

Motivator

Planner

Collaborator Change

Agent

Leadership Eti Singhal (Agarwal)

Profile Summary

IT Project Manager Expertise with over 11 years of experience in Production Support, Incident Management, Operations Management and Project Delivery & Management in Banking and Insurance domains

Proficient in providing solutions for production support for a set of applications to ensure availability for business use as per agreed SLAs or requirements

Pivotal in providing high-end technical support on systems, managing incidents and ensuring high end-user satisfaction levels through solution of their problems

Expertly managed design & implementation of problems and conflicts; suggesting improvement in the operations and processes to make the system fool proof

Reviewed and corrected any Production Services procedures and processes that have resulted in an impact or possible impact to SLA

Gained exposure by visiting client location at Erie, PA for 3.5months.

Expertise in understanding the requirement, analysis, implementation of complex IT Infrastructure

Track record of leading teams consisting of Support Engineers, NOC Engineers & Apps Support Engineers to ensure smooth IT operations

Ensured all assigned problem and change records are resolved within defined guidelines

Strong experience in setting up new offices and implementing

entire IT infrastructure facility Suggested continuous improvements in IT operations; automated all repetitive processes with respect to system administration

Possess excellent communication, relationship management, team building and analytical skills

Core Competencies

Mainframe Production Support

Incident Management

Operations Management

Project Delivery / Management

Infrastructure Management

V / Stakeholder Management

Migration & Transition Management

Client Relationship Management

Team Management

Career Timeline

Hugel InfraPvt Ltd Jan’18 – June’19

HCL Technologies

FIS Global Ltd.,

Ltd., Noida

Bangalore

Jun’08 – Jul’13

Jul’13 – Aug’14

Aug’14 – Dec’15

Mar’16 – Dec’17

Jan’18- June’19

Accenture Services

ValueMomentum

Ltd., Pune

Software,Hyderabad

Organisational Experience

Capgemini Technology Services India Limited

July'2020 – Till Date

IT Project Manager / Infrastructure Manager - Engagement

Key result Areas:

Managed different Infrastructure Towers to build the Project and Teams (22 direct reportees).

Handling Multiple transitions and various project related to migration along with process improvement

Providing routine KT plans as Transition need & updated the Training plans.

Administered all routine exercise, daily activities & team achievements and reported the same to Infrastructure Director

Delivered support to banking & financial institutions on higher level, Retails Infrastructure on ground level to high level

Build SOW, SLA and KPI for IT infrastructure build and maintain

Drafted & maintained technical & functional documentation

Analyzed performance, IOPS, Utilization & so on; resolved day-day production issues, upgrades & patches, performance analysis, disaster recovery implementation, capacity planning and other activities as necessary

Cross Functional is the major contribution per daily routine

Tools management – E-Monitoring, Engagement Dashboard, Smart Analytics

Vendor Coordination and Asset management is the major role to contribute for engagement success

Financial control, planning for monthly revenue and margin – Forecast design and record maintenance

Hugel Infra Pvt Ltd.

Jan'18 – Mar’20

IT Project Manager / Shared Services

Key result Areas:

Accomplished different technical teams to build the Project and Teams for operations and delivery

Handling Multiple transitions and various project related to migration along with process improvement

Providing routine KT plans as Transition need & updated the Training plans.

Administered all routine exercise, daily activities & team achievements and reported the same to Infrastructure Director

Delivered support to banking & financial institutions on higher level, Retails Infrastructure on ground level to high level

Knowledge of IT infrastructure build and maintain.

Drafted & maintained technical & functional documentation

Analyzed performance, IOPS, Utilization & so on; resolved day-day production issues, upgrades & patches, performance analysis, disaster recovery implementation, capacity planning and other activities as necessary

Cross Functional is the major contribution per daily routine

Design and plan the Project per SOW and update various SLA/KPI reports

ValueMomentum Software, Hyderabad

Mar'16 - Dec'17

Project Lead – Mainframe Production Support / IT Project Management

Key result Areas:

Supervising a Mainframe Production Support (CA 7) for Insurance Domain. Responsible for Training and Team Development.

Spearheading Mainframe Production Support Process with a team of 30 Specialists and 2 Team Leads

Visiting clients onsite for business improvement plans and process improvement activities

Administering project performance & progress and transitioning the project & business

Communication and consultation with vendor’s and stakeholder’s on weekly and monthly basis to discuss the project plan and effort investments to increase confidence across the project environment.

Integrating system on allocated software projects and performing as project manager or technical lead for those projects

Developing apt standards and controls to ensure every system’s projects function effectively perform all varied applications as well as operating systems

Designing and developing code applications to technical and functional programming standards

Providing prime assistance toward application releases installation into production under given direction

Highlights:

Worked & implemented Mainframe Production Support Process on CA 7, CA 11& FTPs (File Transfer Protocol) and imparted training to the team on the same

Conducted timely visits at client location (Erie, PA) for 3.5 months

Built and maintained contacts within the business units and other IT organizations to aid in the communication of business impacts to systems and business partners

Engaged in completing project management that from survey till the go live

Planned & designed processes for ensuring smooth functioning of operations

Vendor creation and monitoring of the stakeholder action plan using stakeholder mapping information.

Designed the IT infrastructure for the business main product

FIS Global Ltd., Bangalore Aug’14 – Dec’15

Sr. System Engineer – Remote Infra. Management

Key result Areas:

Supervised team activities and provided routine KT plans & updated the process documents and Training plans.

Administered all routine exercise, daily activities & team achievements and reported the same to Assistant Manager

Delivered support to banking & financial institutions on higher level

Knowledge of IT infrastructure (server, network, storage, load balancing & clustering)

Drafted & maintained technical & functional documentation

Analysed performance, IOPS, Utilization & so on; resolved day-day production issues, upgrades & patches, performance analysis, disaster recovery implementation, capacity planning and other activities as necessary

Previous Experience

Accenture Services Ltd., Pune Jul’13 – Aug’14

Level E (SSE)

Used monitoring tool – BMC Patrol 9.0, Netcool, HP OVO (Configuration & Event Management) SCOM / SOLARWINDS (Network) / ISX (Power) and IBM Tivoli; performed Batch Job Scheduling on IBM Tivoli, Unisys, Autosys and Tidal (creation & maintenance); worked on BMC Remedy 11/ITSM/Service Desk/Service now/ Netcool for ticketing; managed Customer P1 and P2 calls over the bridge. Client Escalation – RCA, CA 7 & CA 11.

HCL Technologies Ltd., Noida Jun’08 – Jul’13

Sr. System Analyst (Shift Lead)

Supervised & scheduled entire server maintenance network infrastructure & batch jobs with tools & consoles like Unicenter& HP OVO (Servers Monitoring Tool), Mail check Monitor (Mail Servers Monitoring Tool), Unisys OS 2200 (monitoring), WFLmanager (Job scheduling Tool), Autosys, Putty (Server Accessing Tool & Job scheduling tool for Unix Servers), Legato (Backup Tool), BMC Remedy Support 11. (Ticketing Tool), IBM Tivoli (Monitoring and Job scheduling), Service Now, Cisco Tidal (Scheduling) and Netcool (Batch Job Monitoring); engaged in follow-up with vendors like AT&T and Telsource for network portion without compromising norms & adhering to SLA

Certifications

Completed:

OCCNA

OMCP

OITIL V3 Foundation

OSCOM 2012

OCSM &PMP

Trainings / Camp

Training Program in PMP (hands-on experience - 11 Months)

Incident Management Training (hands-on experience – 7 year)

Boot Camp for SAP BI, MSBI and Data Centre Management(hands-on experience - 8 year)

Gave training and arranged internal and external Boot camps for different technologies, Tools and Consoles (Technical + Non- Technical)(hands-on experience – 8 year)

Training Program in vendor relationship management-1 Months

IT Skills

Batch Scheduling & Monitoring (CA 7, CA11, HP OVO, Service NOW, BMC REMEDY)

Basic Networking

Windows Configuring Microsoft Outlook / User’s Account Management

MS Office Tools: Word, Excel & PowerPoint, Other MS Office Products

Operating System:Windows 7, 8 & 10 and Z/OS

Academic Details

BCA from CCS University, Meerut in 2008; secured 75%

Personal Details

Date of Birth:

23rd October 1987

Languages Known:

English and Hindi

Address:

A – 147, 3rd Floor Flat No. 303 GulabBagh, Uttam Nagar, New Delhi – 110059

Nationality:

Indian

Marital Status:

Married

Visa Status:

B1 USA Visa& H1B 2019

ETI AGARWAL (SINGHAL)

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