Technical Services Specialists(Incident Management)
IBM India Pvt Ltd.
Total years of experience :7 years, 3 Months
Performs the capacity planning required to create and maintain the databases. The DBA works closely with system administration staff because computers often have applications or tools on them in addition to the Oracle Databases.
Performs ongoing tuning of the database instances
Plans and implements backup and recovery of the Oracle database.
Controls migrations of programs, database changes, reference data changes and menu changes through the development life cycle.
Implements and enforces security for all of the Oracle Databases.
Performs database re-organisations as required to assist performance and ensure maximum uptime of the database.
Evaluates releases of Oracle and its tools, and third party products to ensure that the site is running the products that are most appropriate. Planning is also performed by the DBA, along with the application developers and System administrators, to ensure that any new product usage or release upgrade takes place with minimal impact.
Assists with impact analysis of any changes made to the database objects.
Administers all database objects, including tables, clusters, indexes, views, sequences, packages and procedures.
Troubleshoots with problems regarding the databases, applications and development tools.
Create new database users as required.
Manage sharing of resources amongst applications.
The DBA has ultimate responsibility for the physical database design.
• Verifying post-review of severity 1 Incidents
• Chairing the Incident and Problem review meetings
• Following defined escalation path when needed, as defined in the escalation policy
• Notifying the participants in the Incident / Major Incident Management process when standards and procedures are not being followed
• Rerouting misdirected Incidents that have not been handled in a timely manner
• Responding to the Incident Analysts regarding escalation issues in a timely and appropriate fashion
• Identifying Incidents which need special attention or escalation
• Coordinating day-to-day execution of the process
• Identifying and implementing changes to the process
• Identifying exceptions and deviations, as well as management of these situations
• Communicating new and changed policies
• Verifying the standards and procedures are being followed
• Notifying the participants in the process when standards and procedures are not being followed
• Facilitating the resolution of issues with items not complying with the process
• Identifying and implementing process improvement
• Acting as focal point for process, communicating with clients, service providers, and management
• Following defined escalation path when needed, as defined in the escalation policy
• Overseeing day to day process administration
• Overseeing completeness and integrity of information collected to conduct daily operations
• Monitoring measurements and targets to improve process effectiveness and efficiency
• Being responsible for evaluating the performance of the process
• Assisting in the auditing of the process for compliance with documented procedures
• Defining those parts of the Process Framework not defined by the Process Owner
• Ensure all incidents are restored with in SLA time frame
• Ensure resolvers are engaged qucikly and all incidents are restored as quick as possible
• Ensure communication is sent to all stakeholders once the incident is restored
• Provide support to problem management team during Root cause analysis investigation.
• Drive the efficiency and effectiveness of the Incident Management process
• Produce authorized management information
• Manage and coordinate the work of the service desk agents and incident coordinators
• Monitor the effectiveness of the IT Service Management tool and make recommendations for continued enhancements
• Ensures the quality of the process
• Empower Process Analysts to make decisions based on customer needs
• Ensure compliance across processes and collaborate with other Process Managers
• Monitor and report on process compliance across IT environment
• Coordinate activities between multiple ‘n’ level support groups to ensure adherence to Service Level Requirements (SLR) where multiple groups are needed to resolve a single incident
• Ensures effective communication to Senior Management, Customers, Users, and Technical staff
• User ID maintaince on various applications & platform level (NT, mainframe, citrix & Java & Novell ) Maintaince of business user profiles and other access level across various platform and critical applications like core banking, financial market applications
• Cross functionality with other support/IS team for root cause analysis in minimizing high severity incidents
• Ensuring accurate access are granted to business users based on the security matrix approved by business owner
• Review of Dormancy, HR leavers & Mover process on monthly basis
• Training team members about awareness of identity Management, criticality involved through class room training /presentations
• User Verification report & security matrix generated from native system sent to business for all applications covered under SCB Bank on monthly basis
• Monitoring usage of high level admin ID via audit trails & event logs there by mitigating the risk practicing risk assessment process in mapping identified risk with created controls in place
• Measuring the compliance level of the applications falling under SCB
o Responding to external audit findings or comments and framing the controls in place to seal the identified gap
• User Verification report & security matrix generated from native system sent to business for all applications
• Measuring the compliance level of the applications falling
• Responding to external audit findings or comments and framing the controls in place to seal the identified gap
Completed B.Tech in Information Technology (First Class)