Jitesh B

I worked on various roles starting from Senior Production Support Analyst, Lead Production Support Analyst, Operations Manager, Senior Operations Manager.

As part of Msys worked for Pre Sales Practice and brought in 3 new clients for Support Operations and DevOps which yielded around 20+ resources for the organizations.

Client - Bakkt [Worked as Individual Contributor + People Management]

• Managed Migration for loyalty environment from On-Prem to GCP.
• Deployed Infrastructure through Terraform for GCP environment and been involved in most of decision making areas of application stability and deployment.
• Developed SOPs and change controls pertaining to setup, maintenance and operation of equipment, facility and utilities.
• Suggested process and technical design changes to improve performance and efficiency for loyalty applications.
• Managed end to end support operations for client, being involved in critical incidents and taking into to resolutions, creating RCA document.
• Managed monitoring tools, administrations, vendor and procurement of it with more value to organization.
• Managed entire Chennai/India Operations including SRE, Infrastructure, L1/L2 Teams, DevOps.
• Disaster Recovery testing every year.
• Asset management to Service Desk Plus, Internal Certificate management.
• Trained and guided onsite and offshore team members on various application and technical areas.
• Developed systems and procedures to improve operational quality and team efficiency
• Assisted in recruiting, hiring and training of team members.

• Responsibilities of ensuring entire production support activities for CTG BU.
• Providing deployment support for upgrades/changes/enhancements
  done on production (Live) Environment.
• Ensuring CMP is followed for critical incidents and root cause analysis is done.
• Ensuring system is up and running for end users.
• Knowledge on reporting tools like Tableau Professional.
• Creating SOP for activities carried out in PS.
  Works closely with development and other down/upstream systems.
• Worked on various DevOps tools and ALM tools.
• Monitored systems in operation and quickly troubleshot errors

• Have been working with multiple clients[BT and T-Mobile] during tenure and majorly working for telecom client British Telecom in United Kingdom for year.
• Troubleshooting problems pertaining to performance tuning, administration, application conflicts and system bugs
• Providing Production support to every department, conducting weekly meetings with management & users to discuss status for smooth workflow of systems
• Addressing queries regarding information system / software & extending onsite support to clients including maintenance of hardware / software
• Ensuring that goals of incident management process are achieved and restoring normal service as soon as possible based on customer perspective and within defined SLA
• Detecting, logging, categorizing & prioritizing incidents and providing incident support
• Liaising with present & potential clients for understanding their requirements and customizing products & services accordingly
• Closing incidents after verification from users, defining & planning separate procedures for major incidents and ensuring adherence to SLA and priority based management