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Ramesh C, Technical Support Lead

Ramesh C

Technical Support Lead·Al Tayer Group

United Arab Emirates

Master's degree, Masters in Computer Applications

Work experience

Total years of experience: 19 years, 8 months

Technical Support Lead

March 2015 - Present

Al Tayer Group

United Arab Emirates

March 2015 - Present

Planning hardware and software level redundancy, and planning future expansion scalability.
•Backup strategy for business critical data with agreed levels of Retention, Versions and Offsite tape.
•Disaster Recovery planning and implementation of solution to adhere to the RPO and RTO.
•Securing and hardening the system with Security compliance requirements as per CIS & PCI.
•Reducing the SPOF and involved in creating process work around for known risks.
•Handling Escalated Service Outages Incidents & Service Requests.
•Root Cause Analysis, Problem Management for repetitive incidents.
•Responsible for capacity planning, providing trending from monitoring system.

Technical Lead - Remote Service Delivery

Company industry:
Retail & Wholesale
Job role:
Information Technology

Technical Support Lead - NOC

February 2012 - February 2015

Gulf Business Machines (GBM) W.L.L

Dubai, United Arab Emirates

February 2012 - February 2015

Responsible for delivery of 24x7 GBM Support Centre with mission critical systems.
•Handling Escalated Service Outages & Service Requests.
•Meet aggressive SLAs with Quality of Service & Solution to the Clients.
•Root Cause Analysis, Problem management for repetitive incidents.
•Ensure quality of service (Cause-Map, Ishikawa fishbone, Pareto).
•Document & Automate tedious and repeated activities.
•Project/Vendor Management for Systems/Servers related implementation projects.
•Backup strategy for clients, and system level security setup.
•Responsible for capacity planning, providing trending from monitoring system.
•Planning hardware and software level redundancy, and planning future expansion requirements

Company industry:
IT Services
Job role:
Information Technology

Team Leader

May 2008 - April 2010

Mindtree (fka) 7Strata IT Services Pvt. Ltd

India

May 2008 - April 2010

Service delivery of 24x7 GNOC for Internal datacenter systems and client’s systems.
•Incident management, Change Management & Problem Management
•Meet aggressive SLAs with Quality of Service & Solution to the Clients as well as Internal IT.
•Root Cause Analysis, Problem management for repetitive incidents.
•Document & Automate tedious and repeated activities.
•Project/Vendor Management for Systems/Servers related implementation projects.

Job role:
Customer Service and Call Center

Technical Lead

May 2010 - January 2010

2012 Verizon Business Inc

India

May 2010 - January 2010

Service delivery of 24x7 Remote Operations Centre with clients mission critical systems.
•Incident management, Change Management & Problem Management
•Meet aggressive SLAs with Quality of Service & Solution to the Clients.
•Root Cause Analysis, Problem management for repetitive incidents.
•Document & Automate tedious and repeated activities.
•Project/Vendor Management for Systems/Servers related implementation projects.

Job role:
Information Technology

Senior System Administrator

July 2006 - April 2008

Zoho corporation (fka) AdventNet Inc

India

July 2006 - April 2008

Maintain Web servers, file servers, firewalls, and directory services, and set up user accounts.
•Automating and scheduling reports and preparing technical diagrams.
•Perform software installation, upgrades/patches, troubleshooting, and maintenance on UNIX servers.
•Automation of many tedious and repeated tasks.
•Project of Internal Portal for the System Administration.
•Patching and applying Security fixes to Unix Servers.
•Backup and Tape Management.

Job role:
Information Technology

System Administrator

January 2005 - July 2006

Shreesoft Sdn Bhd

India

January 2005 - July 2006

- Monitoring troubleshooting and resolving issues involving operating system.
- Perform software installation, upgrades/patches, troubleshooting and maintenance of Unix/Windows.
- L2 Support for the servers, handling tickets.
- Programming in PHP/MySQL/CGI for system administration.

Company industry:
Real Estate
Job role:
Information Technology

Education

Annamalai University

May 2005

May 2005

Master's degree, Masters in Computer Applications

India

Masters in Computer Applications

Bharathidasan University

May 2002

May 2002

Bachelor's degree, Masters in Computer Applications

India

Masters in Computer Applications

Skills

SAN
Expert
SAN
Expert
Backup
Expert
Backup
Expert
RHCE
Expert
RHCE
Expert
ITIL
Expert
ITIL
Expert
AIX
Expert
AIX
Expert
AUTOMATION
Expert
AUTOMATION
Expert
BACKUP
Expert
BACKUP
Expert
CAPACITY PLANNING
Expert
CAPACITY PLANNING
Expert
CHANGE MANAGEMENT
Expert
CHANGE MANAGEMENT
Expert
CUSTOMER RELATIONS
Expert
CUSTOMER RELATIONS
Expert
DELIVERY
Expert
DELIVERY
Expert
QUALITY
Expert
QUALITY
Expert
SERVERS
Expert
SERVERS
Expert
VENDOR RELATIONS
Expert
VENDOR RELATIONS
Expert
SAN
Expert
SAN
Expert
Backup
Expert
Backup
Expert
RHCE
Expert
RHCE
Expert
ITIL
Expert
ITIL
Expert
AIX
Expert
AIX
Expert

Languages

English
Expert
Hindi
Expert

Training and Certifications

Certifications
Certified Ethical Hacker (CEH)
ITIL® V3 Foundation Certification (ITIL V3)
RedHat Certified Engineer (RHCE)
IBM Certified Systems Expert - High Availability for AIX Tech Support & Administration
IBM Certified System Administrator - AIX 6.1