Arindam Mukherjee

Customer: Refinitiv/LSEG

Position: Technical Lead/Service Delivery Lead

• Providing Infrastructure and Database Production support for Wealth Applications in LSEG.
• Several critical projects such as movement (lift & shift) of Database servers from one Datacenter to another in USA, Build and Setup of new Oracle Exadata Servers, Oracle database-19c Upgrade for more than 1000 Databases , Domain Change for 1000+ Databases , Incremental RMAN Backup implementation were delivered successfully without any outage or escalation.
• Managed multiple projects simultaneously while maintaining meticulous attention to detail and meeting strict deadlines.
• Improved client satisfaction by providing thorough and timely project updates and addressing concerns promptly.
• Delivered high-quality presentations showcasing project progress and results, enhancing client confidence in our services.
• Managed a team of 5 associates and mentored them, contributing to their professional growth and development within the company.

Technologies and Tools worked with: Oracle Database 11g/12c/19c, Oracle Dataguard, Oracle Exadata, Oracle Enterprise Manager, Service Now (Ticketing and Change Management)

• Providing hardware support and assistance for the Oracle/Sun Servers across a wide range of Oracle and Sun servers including various datacentre technologies
• Providing end-to-end Hardware and Firmware support via phone, ticketing tool, email and remote access
• Created comprehensive documentation for technical processes and procedures, serving as valuable resources for team members and external auditors alike.
• Resolving complex hardware issues related to legacy x86 standalone servers and high-end clusters such as Oracle Big Data Appliance, Oracle Database Appliance, Oracle Exadata Machine, Exalogic Elastic Cloud, Zero Data Loss Recovery Appliance and Oracle Exalytics In-Memory Machine
• Deliver hardware support on various Private (Cloud at Customer) and Public Cloud servers

Tools worked with: My Oracle Support(Ticketing tool), Zoom and Webex(Remote), Oracle internal tools for log analysis

• Providing end to end Hardware and Software (HP-UX) technical solutions for the Mission Critical Servers across a wide spectrum of datacenter technologies to HPE customers
• Understanding customer’s DC environment and ensuring minimal production outage during severe issues
• Resolving hardware issues related to legacy, mid-range and high end PA-RISC & Integrity servers
• Resolving software issues related to HP-UX Service Guard Clusters by analyzing HP-UX logs and provide detailed diagnosis, POA & resolution to clients
• Recommending patches and firmware updates for the servers HW and SW for increasing stability and robustness

Tools worked with: Salesforce(Ticketing tool), HPE MyRoom(Remote), HPE internal tools for log analysis

• Efficiently handling the maintenance of LAN/ WAN, Cisco routers for data & voices for network traffic
• Monitoring Lease Lines (MPLS & MLLN)
• Monitoring File System, Backups and Restores
• Monitoring errors through Logs and System explorer
• User and Group Administration in Servers
• Domain Management through Active Directory for IBS users and assets across the globe
• IBM AS400 iSeries server administration, backup and monitoring

Tools worked with: Zendesk (Ticketing tool), Join Me (Remote), IBM iAccess (Backup and administration), Nagios (Monitoring)

• SPOC for the IT Infrastructure support for all Welspun International locations US (New York, Houston, Ohio, Little rock), UK (Cheadle, Manchester) and Kingdom of Saudi Arabia
• Handling escalations and supporting business requirements, managing client hardware assets, driving workgroups to deliver best and increase CSAT, Incidents logging and dispatching to the Workgroups
• Troubleshooting Issues related to Computer Software and Hardware, Printer, VPN, Microsoft Exchange and Outlook, Blackberry and IPhone, SAP modules (Installation and Management) etc

Tools Worked with: HPSM (Hewlett Packard Service Manager), VNC (Remote Desktop)

• Manage vendor relationship, agreement and project management for driving process improvements, Service Level Agreements of the vendors, ensuring services and inventory levels are maintained for clients / end customer
• Review & Reporting - Conducting vendor reviews, Audits and customer deferred audits
• Reviewing Statement of Work, plans, schedules, resources, involvement, and roles/ responsibilities
• Return Asset management - Ensuring timely returns and cross billing to the Partners for misses
• SAP ECC Update - Updating PO status for closing the billing cycle, following up and getting the Incidents Blocked in SAP System updated for Closure

Tools worked with: SAP CRM (Creating and dispatching service orders), Log-me-in (Remote Desktop)