Technical Lead
FICO
Total years of experience :17 years, 2 Months
Roles & Responsibilities
Manage staff of 20 engineers and technicians in multiple locations providing support of the global server infrastructure.
Manage 20 direct reports including contractors and offshore resources, responsible for 24x7 monitoring of products housed within multiple Data Center using tools such as Zabbix, HPSIM, Root Alert (Linux/Unix), Vcenter reports and alarms, SCCM, UCS Alerts, Spacewalk alerts (Linux/Unix) and incidents/Request tasks created by the monitoring system and helpdesk.
Manage staff of engineers and technicians providing support of the global server infrastructure for more than 10 sites, 3000 servers, and 1000 users.
Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
Managing Server Operations, providing support of the global server infrastructure for more than 5 Data centers. Responsible for 24/7 server administration, operational support and over sight of Data Center infrastructure (3000 plus Windows/Linux servers, including production, test and development servers).
Worked on the Data Center migration project to a co-location. This consisted of virtualizing the physical servers (P2V). Tracking, monitoring the work completed and moving Physical servers for decommission.
Managed MS 2003 server upgrade project alongside Project managers. Team recognition earned by upgrading 500 servers (Production and Development) before due date.
Manage IMR (Incident Management Requests), CMR (Change Management Requests) and PMR (Problem Management Requests) via ServiceNow. Collecting updates from resources assigned for Change and Problem management and driving requests/tasks to closure.
Attend weekly/monthly Stakeholder meetings to understand new project requirements and communicating strategies to the team for continues support.
Manage vendor support relationships for the data center infrastructure alongside Data Center Operations team.
Managing Server build queue and ensuring build completion within the SLA. Team appreciation received for completing over 200 new builds for multiple mergers within proposed deadline.
Managing everyday Request tasks queues and assigning resources accordingly.
Root Cause & System Log Analysis and reporting for Incident/Problem requests.
Completed New Data center setup by coordinating Server Ops resources with Infrastructure Engineering team, Vendors, contractors, DC teams and others teams.
Weekend patching schedules created for patching servers (Windows/Linux) for vulnerability remediation and Audits (HIPA, PCI etc).
Responsible for successfully completing over 30 server related projects within a 12-month time frame. National and international projects ranging from installation of new venue/office server infrastructure, office moves, and infrastructure upgrades.
Development and implementation of new Server Infrastructure standards and configuration for Server OS, AD and core windows networking components.
Strong leadership with IT Team managers in developing efficient processes and procedures for projects and production support
Key involvement with the development of a new IT business strategy to convert the department from a cost center into a business driven profit center.
Provide On-call support for escalated issues after hours
Key Projects:
1. Data center relocation and New DC Setup.
2. Multiple Production File server setup.
3. RSA SecurID Server Upgrade.
4. CyberArk Server Upgrade.
5. Multiple MS Cluster Server builds for critical client applications.
6. MS 2003 Server life cycle upgrades.
7. Citrix infrastructure setup for internal and external applications.
Company: FICO (Fair Isaac Software India Pvt Ltd) Nov 2011 to Present
Company: Magna Info Tech Dec 2009 to Aug 2011
Client: Goldman Sachs
Role: Senior Mobile Specialist
Roles & Responsibilities
• Directly responsible for the team's performance and growth and report to Vice
President.
• Maintaining and performing Level 2 tasks on Blackberry Enterprise Servers and
Citrix Server Farm.
• Worked with ESX and ESXi Servers. Support products like Virtual laptop with type 2
hypervisor and Virtual Desktop.
• Worked with Vsphere client for resetting Virtual Machine, providing remote
assistant.
• Working alongside with the Engineering team to find appropriate solution and remediation.
• Conducting meetings and arranging con-calls with the product development team to perform every day duties.
• Helping the Engineering team perform weekly check outs with Blackberry Enterprise
Servers and Citrix Servers.
• Migrating user account from BES 4 to BAS 5
• Providing Access and checking for the required Groups for users to access
application using Citrix Servers.
• Shadowing using Citrix- Access Management Console to check user's sessions.
• Send messages to users, clear inactive and disconnected Sessions from AMC.
• Put desktops into maintenance mode and remove them from maintenance mode.
• Start, stop, suspend, and resume virtual machines.
• Create, modify, or delete desktop groups.
• Add, modify, or delete users.
• As a part of RCA (Root Cause Analysis) Team worked with test servers on both
Blackberry and Citrix environment.
• Being part of the Global Incident management team and responsible to raise the correct
• Severity (Sev1, Sev2 and Sev3) in case of a global incident (like server outages, app
Outages etc.) and escalate accordingly to the appropriate teams / product owners.
• Sending maintenance, emergency maintenance and outages notification to the global
audience.
• Planning and executing BCP operations during building shutdowns, power
shutdowns, outages etc.
• Taking new initiatives for process improvements and later according to its success,
discussing the plan to be applied to other departments.
• Building Movement: Been a part of the BCP Team and helped during building
movement. Supported all teams to make a successful move to a new work site.
• Bangalore Power Shut Down: Been a part of planning and arranging BCP site during
Bangalore power shutdown to continue business operations and successfully
completed it.
Company: HP (Hewlett Packard) Sept 2007 to Dec 2009
Role: Technical Support Specialist
Roles & Responsibilities
Working with a team of engineers to provide solutions for selected clients, part of the RDR
(Rapid Data Resolution) program. Support includes issues related to software's installed on the machine, OS and hardware.
Apart from resolving issues related to the product, provided feedback and helped the development team with the new products. I was the first point of contact for providing a
replacement to a customer who reported issues with the machine.
Deliver technical trainings to the team members to keep them updated with the emerging
technology, also keeping a track of each team member's performance, and passing it on to
ASG's. Preparing reports and sending it across globally.
I was also responsible for handling technical and process escalations of team members to ensure timely solution to the customer. Help the manager to recognize the team's strengths
& weaknesses and communicate the team requirements to engineers through meetings &
ensure continuous assessment to meet the service level.
Tasks:
• Working on Outlook 2003 and 2007 issues.
• Support for US based Clients.
• Communicate effectively with individuals/teams in the program to ensure high
quality and timely expedition of client's requests.
• Interact with SEC Team on a regular basis to keep a check on quality and other
related performance metrics.
• Ensuring consistent delivery of client set targets.
• Working remotely on the client's desktop. Remedy - Workflow, ticket assignment,
queue management.
• Set up of home and office wireless network and configured routers.
• Installation and activation of third party software's.
• Virus and anti-spam software installation.
Graduate Diploma (GDCA) NIM University 2009
Diploma (Computer Science) M.N Technical Institute 2006