SaaS Operation Consultant
ZS Associates (P) Ltd, Pune, Maharastra, India
Total des années d'expérience :20 years, 4 Mois
Design, build and maintain the environments that host ZS’ software-as-a-service (SaaS) solutions for hundreds of customers and tens of thousands of end users who rely on our SaaS solutions to support critical business functions. Building out infrastructure, troubleshooting issues and monitoring systems and take ownership of challenging problems. Our primary responsibilities are provisioning, change management, performance categorization and optimization, consulting, and process deployment. The team receives 100+ requests a week from external groups, monitors and maintains servers and applications.
Accomplishments:
• Restructured and formulated the deployment process - code deployment and code reviews for SaaS enviornment.
• Teaming with Software Development team on software code changes and feature enhancements.
• Streamlined the delivery services specified in service catalogue, deployment of new releases, configuratinal changes to live enviornment in a professional and controlled manner.
• Initiated and established documentation of day to day work processes (creating knowledge base) to aid in training of new joinees for the Saas Operations Team.
• Working with the infrastructure team to rebuild and improvise current Saas Environment Processes and reduce or nullify application related issues and in turn improve the efficiency of the system.
• Working with the monitoring team in US to improv the efficiency of moitoring system.
• Successfully completed individual projects which required Technical supervision, planning and analysis, strategizing along with people management.
• Successfully supported & passed SSAE16 audits: led teams, gathered evidence of compliance, and supported our external auditors during the yearly audits.
• Established SLAs for Saas Operations Team to ensure client satisfaction
Was hired as a Service Operations Engineer Providing Tier II support to Nokia’s services/service lines in an 24 x 7 environment. Working on the architecture of (Tier-III) the internet based application and its different sub-systems. The role demanded skills including -
• Process management, high-level technical understanding of File delivery Services and content delivery, customer and stakeholder management.
• Overall responsibility for day-to-day running of assigned Nokia applications.
• Incident and Problem Management.
• Change Management.
• Performance and Capacity Management.
• Facilitate sourcing decisions to Tier I and II team, organize user and application support and promote standardization.
• Management reporting and communication.
• Supporting Symbian global windows servers 2003, 2000.
• Deploying the windows patches to servers through Patch Link.
• Undertaking scheduled routine checks on servers.
• Administering McAfee McAfee -e- policy Orchestrator server and supporting the security policy, controls updates, processes events, and serves tasks for all managed systems and ensuring all client desktops and servers are updated with latest McAfee Dat files.
• Configuring and supporting IBM Blade Center HS21.
• Configuring and supporting ProLiant DL360 G2, 3, 4, 5. ProLiant DL380 G4, 5p.
• Supporting the AVAYA VOIP telephony systems.
• Supporting Lotus Notes R6.X client issues and Microsoft Outlook client issues.
• Ensuring overall operational effectiveness.
• Attending to Zen work-related issues and escalating to Packaging Team for further development on software packages.
Key work area included end user support and server maintenance.
Key projects handled include Server and Network Migration of Windows 2000 server, Network (active and passive)