Balasubramanian Srinivasan
IT Operations Manager
Chennai,TN
Summary
With over 11 years of experience in project management, server administration, service desk management, and change and release management, I have developed a strong skill set in supporting the needs of teams and organizations. Accomplished senior administrator passionate about streamlining processes and effectively managing day to day IT Operatioons. Seeking a challenging new role with room for advancement to further enhance expertise.
Overview
12
12
years of professional experience
8
8
years of post-secondary education
Work History
Senior Administrator
Wipro Technologies
10.2022 - 05.2024
- One and half year experience in Project management and managed around 5 projects which includes FPP, T&M and EBB type projects
- Managing multiple clients and maintaining strong relationship with them
- Resource Management for Nestle through internal and external workers hirings with the assistance of TA team
- Coordinating with Nestle stakeholders for monthly invoicing and SOW extension/renewal
- Frequent sync-ups with leadership on fulfillment planning & project tracking status
- Accountable to support any billing or worker related issues
- Conducting meeting with customer weekly and monthly as part for governance
- Handling customer escalations
Server Administrator
Wipro Technologies
08.2018 - 09.2022
- Monitored 5000+ servers from AMS (North USA & Canada) zone in Nestle environment
- Handled all Production, Pre- production, Development and RTE and Quality environments Server down issue in basis of Urgent priority (P2)
- Experienced in installing and Managing Windows 2003, 2008 R2, 2012 and 2016 Servers
- Resolving all kinds of hardware problems like disk drive, motherboard, RAM, CPU, NIC, Array controllers and its batteries, power supply, etc..
- Using HP System tools to find the Hardware related problems using Array diagnostic utility and HP online & Offline diagnostic utility for windows
- Coordinating with Vendors HP to resolve the hardware related problems
- Analyzing the root cause for critical problems and providing the appropriate solution to avoid the reoccurrence of the problem
- Executing changes based on Nestle change management process to fix the problems and full fill the customer requirements
- Decommissioning of the Physical servers and Virtual machines
- Updating PSP, firmware and drivers of the servers periodically to improve server performance
- Adding cluster resources and resolving cluster related problems
- Handling Incidents, Service Requests and Changes as per ITIL Standards
- Working with remote management tools like device, ILO and RDP
- Raid Configuration and Physical Server Build
- Creating Folders and managing the permission and ownership of the Files in the File server
- Performed File server migration (P2P &P2V)
- Coordinating patching compliance for AMS region servers
- Patching the servers located in remote sites using Software client (SCCM Client Tool)
ITSM Coordinator
Wipro Technologies
06.2016 - 07.2018
- 2 years of experience as ITSM Co ordinator
- Responsible for planning the implementation of monthly security fixes which were released by Microsoft in all Nestle Workstation and Wintel servers
- Will coordinate with other technical teams during Preparation, Planning and Conducting these deployments
- Supported fixes and upgrades in SAP systems as well
- All these activities will tracked and audited with Change requests and its corresponding releases
- Work with Service Desk for sending communications to all necessary recipients for each and every activity
- Accountable to support Critical fixes such as ransomware attacks or malware threats
- Accountable for Changes getting approved in CAB meetings
- Manage, monitor, review and update all procedural documentation and work instructions as needed on a timely basis
- Served as subject matter expert (SME) in documenting hardware and software configuration management / asset management processes and procedures
- ServiceNow CMDB / Asset Management: Manages and optimizes the CMDB and IT asset lifecycle, ensuring data accuracy, automation, and visibility into hardware, software, and cloud resources. Leverage ITOM for discovery, service mapping, and automation, and ITAM for asset tracking and compliance
- Standardize data collection and population methods for the CMDB.
- Conduct regular CMDB audits and data cleansing activities.
- Regularly conduct audits and reconciliation of hardware, cloud, and software asset data to maintain data integrity. Identifying discrepancies and taking corrective actions is an essential part of this responsibility.
- Implement and maintain the ServiceNow CSDM to ensure a standardized set of definitions integrates application and service data across domains.
- Utilize the CSDM for service reporting and guidelines for service modeling within the ServiceNow CMDB.
- Ensure that configuration items (CIs) and services are aligned with the business strategy as prescribed by CSDM.
- Establish a single data model for enterprise workflows to extend consistency and accuracy across the business.
- Improve data quality and visibility by adhering to the CSDM, which provides a prescriptive and extensible approach to service modeling.
- Map relationships between IT components and business services in dynamic environments, overseeing infrastructure, operations, and field service assets to make informed decisions.
- Ability to leverage the CSDM to increase time-to-value with common data and capabilities for cross-enterprise workflows.
Analyst and Lead
Wipro Technologies
02.2014 - 05.2016
- Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, etc
- Performing briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk
- Producing statistics and management reports
- Ensuring that ITIL process has been followed in Ticket/Change/Problem management without any deviation
- Making sure critical P1/P2 tickets are getting resolved as soon as possible by scheduling bridge call with concern teams
- Sending Management alerts for critical tickets and communications for special activities to keep relevant people updated regarding the status
- Acting as an escalation point where difficult or controversial calls are received
- Acting as a bridge between user and technical teams so that user’s hindrance towards work can be minimized
Analyst
Wipro Technologies
11.2012 - 01.2014
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Representing the Service Desk at meetings/ bridge calls
- Providing first level support through taking calls/emails and handling the resulting incidents or Service Requests
- Following Incident management and request fulfillment processes
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
Education
Master of Software Engineering -
BITS
Pilani, Rajasthan 12.2012 - 02.2018
Bachelor of Computer Applications -
Bharathidasan University
Tiruchirappalli, Tamil Nadu 06.2009 - 03.2012
Skills
System Server Management
ITIL Service Desk Operations
Crisis Management Coordination
Organizational Change Management
Software Release Coordination
CMDB Implementation Experience
IT Operations Management
Client Satisfaction and Delivery Management
Passport Expiry
05/18/33
Current Salary
13 LPA
Personal Information
- Available: Immediate Joiner
- Expected Salary: As per company standards.
- Passport Number: X8717230
- Date of Birth: 08/31/90
- Marital Status: Married
Timeline
Senior Administrator
Wipro Technologies
10.2022 - 05.2024
Server Administrator
Wipro Technologies
08.2018 - 09.2022
ITSM Coordinator
Wipro Technologies
06.2016 - 07.2018
Analyst and Lead
Wipro Technologies
02.2014 - 05.2016
Master of Software Engineering -
BITS
12.2012 - 02.2018
Analyst
Wipro Technologies
11.2012 - 01.2014
Bachelor of Computer Applications -
Bharathidasan University
06.2009 - 03.2012