Solarwinds, AD,PRTG
Saira Banu
Assisstant Operation Manager
Saira, Jayanagar Bangalore
Summary
Skye ID: Sairabanu6383 __________________________________________________________________________________________________ Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving. Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands. Proficient Assistant Manager delivering encouragement and feedback to help employees be successful. Energetic professional with great poise. Well-trained in [ITIL, Lean Six Sigma]
Overview
14
14
years of professional experience
3
3
Language
Work History
Technical Lead IT Supervisor
Alshaya India Pvt Limited
Bangalore
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Improved operations through consistent hard work and dedication.
- Conducted research, gathered information from multiple sources and presented results.
- Exceeded goals through effective task prioritization and great work ethic.
IT Manager for Incident|Change |Problem | Release
SAT Microsystem
Bangalore
2020.07 - Current
- Responsible for running an ITIL compliant operation ie INCIDENT| CHANGE| PROBLEM
- Conducts Change Management Service Reviews forum to review overall Change Management performance with both Change Management system customers and actors
- Implemented and executed major incident management processes including invocation, ownership, escalation, communication, and restoration of service
- Established standards and procedures that maximized operation responses to encountered incidents and minimized service availability interruptions; contributed to a cross-functional team to ensure procedure manuals and incident playbooks were current and correct
- Prepared documentation and reporting for executive team on a weekly, monthly, and quarterly basis using ServiceNow,BMC, Manage engine tools and PowerPoint presentations
- Prepared post incident review documents and attend problem management review meetings to ensure determination of root cause; prepared accurate, appropriate and timely communication to internal and external stakeholders
- Provided timely feedback to senior management regarding issues affecting quality of service to clients; facilitated teleconference meetings and weekly staff meetings, coordinating with all time zones to ensure timely communication
- As part of the Service Integration, manages the process across all Providers by frequently reviewing Change Reports from all Providers
- To manage relationships and coordinate work between different teams at different locations
- Create change management strategy
- Responsible for communicating and implementing the overall direction and management of the Change Management Process
- Plan the release of project deliverables and release life cycle
- Communicate the project-related tasks such as plans, timelines, requirements, etc between different teams
- Coordinate the release schedule and resources required depending upon the third-party applications, defect backlogs, planned releases, and infrastructure updates
- Identify the risks that can delay the release and manage them, such that the scope scheduled, and quality of the release is not affected
- Track the progress and find issues, if any Always work to improve the process of release
- Make sure that the release is planned, according to the requirements and budget
- Schedule the release readiness reviews before deployment and milestone reviews after each release
- Create plans for the implementation and deployment as per the release schedule
- Plan and give weekly updates on the release activities
- Make sure the allocation of Release Engineers to every release
- Communicate with release managers from different IT departments
- Lead the Go-Live activities to deploy the software successfully
- Team up with relevant development teams responsible for building the automation tools used to develop and deploy the software
- Schedule the CAB meetings to discuss the release schedules with the team and find roadblocks, if any
- Maintain documentation related to procedures on build and release, various notifications lists, and dependencies
- Make improvements in the methodologies used for configuration management and development of software that helps to find ways to use in configuration management
- Responsible for all NOC activities, including process planning, escalation, event management, and change management (Maintenance planning and coordination)
- People Management, coaching, performance management and development – driving the growth of the SOC staff so that necessary standards are met and maintained
- Work with project managers and other managers to achieve company deadlines
- Proven experience with all aspects of incident management lifecycle (logging, categorization, resolution, monitor, escalation, closure, SOP / documentation update)
- Develop and maintain procedures necessary to manage the NOC effectively and ensure consistency and high performance across the team
- IT Asset Management and the PMO deliver standardization, documentation, and communication for the IT Team
- Manage day to day operations including ticketing, incident management, scheduling, and time management
- Provide detailed reports to management including metrics, staffing projections, root cause analysis
- Organizational Development – Recruiting, personnel management, goal setting, training, coaching, mentoring, etc
- I
- Trained all new staff to understand networking as it relates to a NOC
- Successfully created and implemented Tier 3 NOC functionality within a historically single tier helpdesk
- Planned and implemented team process, training materials, and resource allocation Interpret and evaluate operations based on key performance indicators and key indicator reports
- Capable of Successful execution of project to agreed schedule, budget and scope
- Perform the relevant project management processes - ie initiate, plan, execute, monitor and control
- Define & Implement Policies, Processes & Procedures for IT Service Desk & UAM services
- Responsible for running an ITIL compliant operation ie INCIDENT | PROBLEM | CHANGE
- Monitor and control the work to ensure that the project remains on track and in control
- Interface and communicate with project team, management, and stakeholders
- Timescales & Ensures that quality program & project Compliance
- Prepare other subsidiary plans like quality plan, communication plan, risk management plan, change control plan, disaster recovery plan
- Expert in Driving Automation, Cross-Functional Supervision, and Elimination of waste by implementing Lean
- Lean Six Sigma processes Auditing for JML and other type of IAM tickets
- Tracked KPIs and created continuous improvement plans.
- Detected workforce collaboration use cases and problems from employees and business partners through interviews, focus groups and surveys.
- Managed internal and external client-facing relationships through transitional periods.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
IT Assistant Manager for Incident|Change|Problem
NTT Data Global Delivery Services Ltd
Bangalore
2016.10 - 2019.09
- Received an Excellent Leadership award for the year 2018 from NTT Data
- Responsible for Overall ITSM Process in Operations
- Driving integrated governance with SR, Change, Incident, Problem management streams
- Interacting with IT Outsourcing Managers/Directors and understand the scope for IT Remote Infrastructure Management Services requirements
- Co-ownership of service delivery with other Service towers in this space, actively monitoring Supplier performance alignment to agreed SLAs
- Contributing to new service development for improved and enhanced functionality and performance
- Responsible for the day-to-day operation of consistent and quality services, ensuring that all procedures and processes are completed in a professional and timely manner
- Coordinates planned changes with customer service, change management, and operations
- Resolving customer complaints and concerns for clients with strong verbal and negotiation skills
- Developing documentation for the common processes for both support staff and end-users
- Communicates major service outages/escalations
- Manages service teams to ensure delivery performance
- Conducting interviews for new hires as an when required
- Preparing Task Schedule and Shift Schedule and managing the staffing resources as per the project requirement
- Maintaining performance of Team Members every week based on SLA Achieved, AHT, Quality
- Reviewing monthly performance meeting with Senior manager
- Take responsibility for customer escalations and act as a point of escalation both in and out of hours as required
- Work involves in Incident Management, Configuration Management, Change Management, and Service Request Management
- Installing the antivirus security patches on user system using remote tools
- Expertise in providing support, assistance and solutions for internal NTT data employees, Servers, Network devices, Workstations, desktops, notebooks and bundled software installation
- Efficient in ensuring fast turnaround of incidents, requests within the SLA
- Excellent influencing, convincing, negotiating and relationship building skills combined with an ability to interact with international business clients and finding resolutions for technical issues
- Responsible in monitoring networking system, networking devices and links for latency or packet drops
- Handled responsibilities of providing 24x7 networking support in production environment Monitoring the MPLS, NLD and internet link across the different location all over the world
- Monitoring NOC Environment and escalating to respective team Relaying the information to site engineer to perform corrective measures Initiate and performing changes on production systems and proactively escalate any issues that cannot be resolved within the established time frames
- Raising ticket with the ISP and coordinating with internal team for link down, flapping and packet drop issues
- ITIL Process - Monitoring, WHATSUP GOLD and Ticketing Tools: BIS Remedy
- Initiating the Critical Incident Management if there is a major outage, coordinating with the responsible teams to join the bridge and fix the issue
- Actively involved in the Dell Blue image to NTT green image (Operating system) migration process
- Providing Admin rights to users and updating the record in the SharePoint sites
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Onboarded new temps by entering employee information into systems.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
Shift Lead
Cognizant Technologies Private Limited
Bangalore
2012.03 - 2016.09
- Performing the daily BAU (Business as Usual) tasks, this includes the publishing of projects on ATG Business Control Center By this it would add/update the new products on the John Lewis website And this product list we get from the Client and some we decide which one to add/modify
- For any promotions and clearances or Peak Sales we would be the keen responsible in getting/setting up the desired the list of products on website in adding/removing as well
- If any of the products on the Site as an issue with wrong display/price mismatch/Content issues/Checkouts, then an Incidents would be raised and doing the basic checks and provide the info to next level to investigate
- Using different methods, we make the products and the Categories look in hierarchal Structure and different Styles
- While pushing the list of messages before publishing any project if any of the product fails then resending it to business to verify
- Monitoring the infrastructure environment such as the most Critical - John Lewis Website, Production Servers, on the number of Orders made on regular interval through Order graph Providing 24/7
- 365 cover of the bridge area
- Checking the Requests and Response ratio made by the Customers
- Monitor system and service health using standardized tool set
- Incident triaging and adhering to the OLA
- Prioritizing and escalating incidents in order to minimize any avoidable impact
- Reporting – Sending Overnight Summary (issues faced over the Out of Office hours) to the Clients, Portfolio Managers, Daily and Weekly Sanity Checks, Handover emails with the Checklists
- People Management Skills – Planning Shift schedules/leaves/swaps and Night Shift allowance sheet accordingly for the team member Coordinating when there are Critical activities over the weekends Analyzing/Rating the Shift members on their performances and rewards, scheduling weekly Meetings/discussions with the Team members along with Manager Stand on meetings on every handover
Senior System Associate
TCS
Bangalore
2010.09 - 2012.01
- Resolving IE11 and the java 170_60 compatibility issues with respect to various applications
- Capturing the IE11 and java related issues and providing the resolution
- Created an IE java troubleshooting Guide based on the error reported by various application users
- Daily updating the IE Java issue Tracker after resolving the issue with the appropriate troubleshooting steps
- Perform routine project activities required to manage release by test production and environments
- Manage and comply release schedule and main release milestones throughout programs
- Java 170_60 and IE11 update major rollout in the production environment
- Solved critical production problems and performed point in time recovery
- Providing First level Solution as per the SLA
- Analyzing and Troubleshooting Desktop, Laptop, Exchange, Network issues
- Creating Active Directory OU, Users account, computers account and security groups
- Adding and removing the group membership of the AD object
- Installing Network printers
- Antivirus Tasks SEPM 1106:
- Creating Policies, groups and managing permissions in Symantec antivirus
- Monitoring and maintaining Symantec antivirus updates
- Check virus logs on daily basis and take action accordingly
- Blocking of application & devices like USB & CD drive
- Also done disaster recovery in SEPM and up gradation
- Updating scanning and managing client machines from SEPM console
Senior Associate
Hinduja Global Soloution Limited
Bangalore
2007.11 - 2010.09
- Worked in US Healthcare domain Claim adjudication, Live claim processing, claims examiners, D-Code, COB (Medicare), Surgery claims Well stuff with CPT code, Revenue code, Member responsibility
- Worked in a Health care for Hinduja Global Solutions as a Process Associate
- Good Knowledge about CDT codes (American dental association codes) and CPT (medical) codes, and HIPAA privacy rule
- To analyze the various codes (diseases) submitted by the doctors in the form of claim, patient history, Prior records, X-Rays, Perio charts and other rationale and give correct benefit to the patients
- Train the processors for new projects and updates
- To acquire sufficient knowledge regarding processing and educate the whole team
- Review credentials and licenses of all radiologists before enrollment into the government programs
- Responsible for maintenance of National Provider Identifier (NPI) of facilities through the National Plan and Provider Enumeration System (NPPES)
- Review credentials and licenses of all radiologists before enrollment into the government programs
- Obtains documentation and information for multiple operational areas to attach and compile for enrollment and compliance purposes
Education
BCOM
Bangalore University
Bangalore 2004.07 - 2007.07
Skills
Operations management
Managing service level agreements
Quality control guidelines
Quality assurance
Staff Management
Maintaining regulatory compliance
Team Building
Customer de-escalation
Accomplishments
- ITIL V3 Foundation
- Diploma in basics computer hardware and networking
- MCSA in Windows Server 2012 (2018)
- Lean Green Six Sigma
Software
Timeline
IT Manager for Incident|Change |Problem | Release
SAT Microsystem
2020.07 - Current
IT Assistant Manager for Incident|Change|Problem
NTT Data Global Delivery Services Ltd
2016.10 - 2019.09
Shift Lead
Cognizant Technologies Private Limited
2012.03 - 2016.09
Senior System Associate
TCS
2010.09 - 2012.01
Senior Associate
Hinduja Global Soloution Limited
2007.11 - 2010.09
BCOM
Bangalore University
2004.07 - 2007.07
Technical Lead IT Supervisor
Alshaya India Pvt Limited