Sabin Sathar

• Successfully managed professional support team, fostering skills development and overseeing performance management to ensure high levels of efficiency and productivity.
• Demonstrated effective operational control by handling shift scheduling and maintaining accountability for key performance indicators (KPIs), resulting in consistent achievement of targets.
• Ensured compliance with Service Level Agreements (SLAs) by promptly responding to all customer cases in a professional manner, contributing to enhanced customer satisfaction.
• Served as the primary contact for customer escalations, resolving issues and ensuring that concerns were addressed promptly and appropriately.
• Spearheaded initiatives to improve customer satisfaction, resulting in increased loyalty and positive feedback.
• Contributed valuable insights to the support knowledge base, enhancing team efficiency and overall customer experience.
• Led continuous improvement efforts by optimizing team processes, which led to streamlined workflows and improved support service delivery.
• Played a pivotal role in recruitment, development, and training of the support team, aligning skills with business requirements and fostering a collaborative work environment.
• Collaborated with the leadership team to drive growth and transformation initiatives, contributing to the company's strategic goals.

• Played the role of Cloud Support Engineer and was part of the Cloud Support Centre of Excellence team, which provided support for the Identity and Access business. Worked with teams who are using these capabilities as well as with the development team developing these capabilities.
• Administration and Support for the Kubernetes Cluster which hosts the product as container and Provisioning of hosted environments in AWS for products. Provided Infrastructure support and management for hosted customer environments in cloud.
• Configuring and deploying Identity and security products like Advanced Authentication (MFA product), Cloud Access (single sign-on product), which are SUSE Linux appliances and troubleshooting the issues with respect to application and OS.
• Experience on Key AWS services: EC2, S3, VPC, Route 53, ELB, ECS etc. and basic understanding of Docker, Azure.
• Hands on experience in system administration of Linux (CentOS and SUSE) and troubleshooting OS related issues. Currently working on user behavior and analytics product, which is deployed using Kubernetes and Docker technology.

Actively participated in Coaching/Mentoring new hires, deliver trainings and created knowledge-base documents.

• Documented support procedures, processes and solutions in centralized systems, enabling user self-service.
• Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.

• Providing support for the Syniverse IT Infrastructure (Linux/VMware Hosts) and act as the escalation point of contact for all the System Administration related tasks raised by Command Centers.
• Joining the crisis bridge calls with the application teams to Identify/Resolve the issues related to Servers/applications and also escalate to appropriate team in a timely manner reducing the response time
• Configuring changes/break fix changes and responding to all Incidents raised via Remedy ticketing tool. Alerts from Vcenter are addressed and given level two supports for Cloud Team and the ESX Infrastructure teams.
• Providing 12/7 on-call support for entire command center team and Product development teams by troubleshooting various OS related issues on the Servers.
• Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.

• Providing support for the corporate systems operations team having more than 1600 servers with different flavors of Linux.
• Responding to tickets from RT/Zendesk/Jira ticketing system for issues/incidents and resolving the same within the SLA.
• Creating VMs and configuring the server for Production environment and actively participated in the Datacenter Migration project of AOL.
• 12/7 on-call support for entire CSO team and Data Warehouse Infrastructure team for AOL.
• Impact on scheduled maintenance was limited by performing checks proactively and brining downtime to zero.
• Traveled to AOL Dulles office for team building and KT sessions and got trained on AOL tools, did reverse KT for team in Bangalore.
• Documented and developed engineering procedures and processes.
• Mentored and coached entry-level and junior engineers to improve talent and boost skill levels.

• Providing support for System Test Lab having more than 1800 systems.
• Worked with Zenworks install sprint team for testing and upgrade scenarios.
• Configuring ESX server for Lab environment and creating VMs for testing purpose.
• Setting up test environment similar to production environment to carry out pilot testing of various products
• Manage and coordinate with different Vendors for support cases and purchases.
• First level support in installing, configuring and troubleshooting different Linux, UNIX servers, Windows and Novell products
• Carrying out hardware testing and implementing test plan for 'Novell Yes Certified ' system certification process and interacting with leading hardware vendors on technical issues
• Worked for setting up NATC (Novell accredited Testing Center) at Novell Bangalore office and successfully resolved many technical issues at the early stages of testing.
• Worked with sprint testing team on Installation of ZCM and brought up few critical bugs.
• Audited the complete Inventory for the labs and maintains the excel sheet for the same.
• Held the responsibility of shifting/setting up the entire Lab Datacenter to the new facility and was achieved with minimum downtime.