Pavan Kumar

• Responsible for overseeing service delivery for strategic clients, specifically focusing on Oracle Cloud Infrastructure. This includes managing service quality, adhering to ITIL best practices, ensuring customer satisfaction, improving productivity, and meeting key performance indicators, while driving process design, implementation, management, and growth.
• Serve as the primary point of contact for clients, managing all aspects of the relationship and ensuring seamless service delivery.
• Monitor and manage service performance in accordance with SLAs, enforcing quality standards and implementing corrective actions as needed.
• Coordinate disaster recovery (DR) drills, ensuring all cycles are completed as per the contractual agreement.
• Prepare and lead quarterly business reviews and regular client meetings.
• Facilitate client-partner meetings for KPI tracking, incident reviews, change management, and project planning.
• Develop and refine the service delivery model, incorporating processes, technology, and best practices.
• Create and manage resource plans for consultants assigned to client accounts across multiple business lines.
• Oversee the transition plan from project implementation to managed services, utilizing ITIL best practices.
• Track and report on incidents, problems, requests, and service metrics, providing clients with relevant data.
• Identify and pursue new opportunities, capturing and articulating client requirements for new projects, services, or products. Collaborate with sales to develop statements of work and proposals.
• Provide governance and support for audits of client-validated and regulated systems.

• Accountable for the migration of Oracle workloads from legacy data centers to AWS, as well as managing post-migration cloud services, with an emphasis on service quality, ITIL best practices, customer satisfaction, productivity, key performance indicators, and the design, implementation, and growth of processes.
• Involved in the full project lifecycle, starting with kick-off meetings, defining requirements, preparing effort estimates, securing client approvals, designing solutions (e.g., Statement of Work and Business Requirement documents), and planning configuration and release timelines. Work closely with the Solution Architect, development, and testing teams to ensure high-quality deliverables.
• Serve as the single point of contact, managing all aspects of AWS infrastructure hosting and maintaining client services post-migration.
• Lead quarterly business reviews with customers, gather feedback on operational support, address any service gaps, and set appropriate expectations with both clients and support teams.
• Oversee customer account portfolio management, including cost and budget oversight.
• Identify and cultivate new opportunities by capturing, understanding, and clearly articulating client requirements for new projects, services, or products. Collaborate with sales to create statements of work and proposals.
• Lead client-partner meetings focused on KPIs, incident reviews, change management, and project planning.
• Develop and refine service delivery models, incorporating best practices, processes, and technology.
• Create and manage resource plans for consultants assigned to client accounts, spanning multiple lines of business.
• Provide governance and support for audits of client-validated and regulated systems.

• Responsible for delivering high-quality services to strategic clients, focusing on service excellence, ITIL best practices, customer satisfaction, productivity, key performance indicators (KPIs), process design, implementation, management, and growth.
• Serve as the primary point of contact, managing all aspects of the client relationship and overseeing the delivery of all services.
• Monitor and manage service performance in line with SLAs, ensuring adherence to quality standards and implementing corrective actions as needed.
• Actively participate in the Change Advisory Board (CAB) and lead critical change management activities.
• Prepare and lead quarterly business reviews and regular client meetings to ensure alignment and address concerns.
• Facilitate client-partner meetings focused on KPIs, incident reviews, change management, and project planning.
• Design and refine the service delivery model, incorporating processes, technology, and best practices.
• Develop and manage resource plans for consultants assigned to client accounts across multiple business lines.
• Create and oversee transition plans from project implementation to managed services, adhering to ITIL best practices.
• Monitor, track, and provide clients with comprehensive reports on incidents, problems, requests, and service metrics.

• Lead a team of Oracle database and PeopleSoft ERP administrators, overseeing tasks such as configuration management, backup and recovery, performance optimization, and space management for both PeopleSoft ERP and Oracle databases.
• Handle escalation calls, respond to customer callbacks, provide technical solutions, and prepare root cause analysis documents for identified and resolved issues.
• Prioritize and manage tickets, aligning resources as needed, and ensure scheduled activities are completed within the defined Service Level Targets (SLT).
• As a Technical Duty Manager, responsible for delivering contractual results and driving client growth, focusing on forecasts, metrics, specific product lines, staffing, operations, customer service, and the development and implementation of product/service standards.
• Maintain issue/decision logs, meeting summaries, and status reports to ensure effective communication and transparency with all stakeholders.
• Track defects, identify defect trends, and collaborate with Technical and Product Support teams for resolution.
• Manage a fast-paced schedule, setting priorities based on client-scheduled deliverables.

Clients Represented: ANZ (Australia & New Zealand Banking Group), GlaxoSmithKline, Pfizer, and Aditya Birla Group (ABG)

Role: Oracle DBA Lead Consultant

• Created tablespaces, users, and database objects based on client requirements.
• Reviewed AWR, ADDM, and various Oracle advisors to optimize database performance.
• Monitored alert log files, trace files, and user sessions daily, taking necessary actions to terminate inactive sessions and perform system adjustments based on log insights.
• Automated daily jobs using cron and regularly monitored both operating system and database log files.
• Performed general DBA tasks, including monitoring, space management, and schema management.
• Conducted hot and cold backups in accordance with the defined schedule.
• Managed scheduled maintenance activities, including applying patches and fixes at regular intervals.