Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Generic
Kumar Shantanu

Kumar Shantanu

Patch Coordinator
Bangalore

Summary

A focused professional with Total 13 years’ experience, primarily in Incident Management and Operation Support, currently working as TPM in Oracle's Exadata Cloud. Proficient in Excel Analytics, ITIL, ITSM, PeopleSoft HCM, TAM, ELM, CRM, SQL and Cloud Patch. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

13
13
years of professional experience
4
4
years of post-secondary education
5
5
Certifications
2
2
Languages

Work History

TPM Oracle Cloud

Oracle
Bangalore
10.2019 - Current
  • I am currently working in Oracle's Exadata cloud division, worked effectively in fast-paced environments.
  • My work in Oracle has 3 aspects - IC Role, Management & Customer Coordination
  • Create and monitor cli based precheck schedule and fix issues related with schedule and prechecks
  • Works with Dev team for test and deployment of new patch releases
  • Maintain data integrity in the system through various automated and manual scripts
  • Works on various queries raised by engineers related with patching tool and pre patch activities
  • Prepare extensive and complex Excel reports along with RAG report to highlighting various aspects of the patching
  • Works with dev team for automations in existing tools and analyzing new features
  • I take care of multimillion-dollar customers’ accounts as well as federal customers regarding their upgrade schedule and multiple aspects associated with Gen1 racks
  • Managing & driving meeting with customers, stakeholders and development team.
  • Cultivated interpersonal skills by building positive relationships with others.

Senior IT Support Analyst

HAYS Business Solutions
Noida
08.2016 - 06.2019
  • While working for Hays my designation was, however it was Incident, Problem & Change Management role
  • Working on Major Incidents along with other complex and repetitive incident. Preparing major incident report and identifying lessons learnt
  • Triaging and driving fixed for problem and changes associated with enhancements in the HCM system
  • Defining escalation and communication matrix for all major incidents and making sure it is followed
  • Taking account of re-occurring incidents, raising problem for it and deriving it till fix
  • Doing advance excel reporting on various KPIs of incident measurement viz L1 resolution, Open vs Closed, Open cases at various stages, re-occurring incidents
  • Conducting meeting with client and stakeholders regarding incident reports and updates
  • Working on various small projects for continual process improvement and incident reduction
  • Support Process Improvisation Project
  • This project was aimed at transformation of existing incident support model for better incident management
  • Existing process was replaced with a new ITIL based model
  • Few manual steps were automated and a few steps and redefined to reduce the waste
  • It also included moving existing change requests and Incidents from existing platform to new platform
  • Liaising with Business and various teams to make them understand new process for smooth transition of process from old system to new without disruption of service
  • I traveled to London office of the company for it and received award as well for successful implementation
  • Batch Process Optimization
  • This project was aimed at improving the performance of batch processes, especially by-weekly payroll process
  • A large amount of data was recorded and were analyzed in order to generate a trend line and predictive analysis
  • Based on knowledge gained from data analyzed, corrective action was proposed and subsequently approved
  • It helped in improving payroll process efficiency by optimizing the process.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Utilized ticketing system to track customer requests and prioritize urgent needs.

Senior Associate Consultant

Infosys, Wells Fargo
Chennai
10.2015 - 07.2016
  • I was part of their CRM development team for Wells Fargo
  • Monitored and frequently reported on project status to clients and verified projects met client requirements and quality standards.
  • Working on high profile Incident & Change related with CRM of the banking system of Wells Fargo
  • Preparing functional/business requirement document, related with various proposed changes/enhancements
  • Work as Business Incident Management if any major incident reported.

Consultant

Capgemini India Pvt. Ltd
Chennai
08.2011 - 09.2015
  • I worked in Capgemini as Consultant in HR SD of RBS
    for more than 4 years
  • Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
  • Aligned closely with business owners and employees to gather information and gain operational insight.
  • Working on various PeopleSoft related Service/Incident & Change logged by business
  • Working on ITSM tool like Service Now and PVCS Tracker
  • Working on web-based changes for few sites of RBS
  • Co-ordination with various teams for issues logged by business and sharing regular updates with them
  • Preparing and sharing weekly service report with client manager and line manager.

Team Leader

Neeyamo Enterprise Solution
Chennai
10.2009 - 05.2011
  • Built strong relationships with customers through positive attitude and attentive response.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.

Education

B.Tech ​ - Automobile Engineering

SRM University
Chennai
08.2005 - 05.2009

Skills

Analytics - MS Excelundefined

Certification

40 Hours of instructor lead CCSP training

Accomplishments

● In Oracle I received two excellence award and one performance award.

● In Hays I streamlined their Backoffice operations along with Incident, Problem and Change process for their HCM system and received start performer award.

● While working in Capgemini, I played an instrumental role in implementation Peoplesoft TAM for RBS and received RBS Titan award for that.

● I have proven onsite experience; I have travelled twice onsite. Once on Work Visa to RBS Edinburg, then on Business Visa to Hays office in London.

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Kumar ShantanuPatch Coordinator