Susan M Eappen
Bangalore
Summary
IT service delivery leader with over a decade of experience in Linux administration and system operations. Expertise in project management, technical leadership, and client relationship management, driving innovation in dynamic environments. Skilled in process automation, SLA management, and stakeholder relations, ensuring timely and cost-effective project delivery. Proficient in software upgrades, data migration, disaster recovery, and IT asset lifecycle management.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Associate Manager Server Administration
DXC Technology
09.2021 - Current
- Leading a team of 20+ System Administrators responsible for managing 60K+ servers.
- Responsible for optimal resource utilization, SLA management, conflict and escalation management.
- Responsible for ensuring that there are no compliance issues with IT standards, certificates, software exceptions and others.
- Providing application design guidance and consultation, utilizing a thorough understanding of applicable technology, tools, and existing designs.
- Liaising with vendors and other technical personnel to resolve technical issues and achieve highest levels of systems and infrastructure availability.
- Identified opportunities for process improvements and increased efficiency.
Senior Systems Operations Engineer/Lead
Wells Fargo
06.2021 - 09.2023
- Led a team of 60+ system administrators responsible for managing 10000+ servers for shift management, work allocation and SLA management.
- Responsible for installing, configuring operation and support of all IT Infrastructure Systems to enable continuous operation of all IT Systems and to ensure they function with the required performance and availability targets.
- Accountable for identifying, analyzing, and improving existing Infrastructure for automation initiatives as well as deploying and maintaining Linux Systems such as RHEL 6, RHEL 7, and RHEL 8.
- Managing and monitoring all installed applications, systems and infrastructure on the platform as well as installing, configuring, and maintaining servers, OS, application, and system management tools.
- Responsible for ensuring that there are no compliance issues with IT standards, certificates, software exceptions and others.
- Providing application design guidance and consultation, utilizing a thorough understanding of applicable technology, tools, and existing designs.
- Liaising with vendors and other technical personnel to resolve technical issues and achieve highest levels of systems and infrastructure availability.
Delivery Lead
DXC
04.2011 - 08.2018
- Provided a portfolio of IT Infra Services that met business needs, managed Infra team to deliver and exceed the contracted SLA performance of the respective IT Infra services.
- Monitored and reported on IT service quality (operational status and level of service), as well as customer satisfaction against agreed KPIs.
- Ensured that agreed IT Infrastructure best practices, standards and processes are applied and monitored effectively.
- Designed and implemented operation and governance model to deliver on SLAs with minimum support overhead.
- Implemented regular availability reporting to ensure that agreed levels of availability; reliability and quality are continuously measured and monitored.
- Aligned with stakeholders on strategy, priorities, and opportunities to leverage technology (applications, infrastructure, data, tools) to drive business impact.
Team Lead, Systems Engineer
Hewlett Packard
10.2007 - 03.2011
- Spearheaded service delivery and client engagement for 4 global clients and a team of L1, L2 and L3.
- Responsible for reviewing, planning, and executing patch/firmware versions and upgrade patches/firmware.
- Accountable for performance monitoring, updating patch cluster and fine tuning to make the system foolproof.
- Installed and configured operating systems, software, and hardware components, and clearly documented the design, maintenance, and support procedures for routine tasks to leverage IT support staff.
- Oversaw and provided operations support including account management, workflow, log analysis, troubleshooting and service optimization.
Education
BE - Electronics and Communication Engineering
01.2007
Skills
- IT service delivery
- Operations management
- Infrastructure and system operations
- Stakeholder engagement
- SLA oversight
- Agile and Scrum methodologies
- Linux administration
- Continuous improvement
- Process automation
- Remote infrastructure management
- Interpersonal communication skills
- Vendor relations
- Risk management
Certification
- Certified Scrum Master
- Solaris 10 Certification 1&2 (Sun Microsystems)
- Azure Fundamentals – AZ-900 Certified
- Google Cloud Professional – Associate Cloud Engineer
- Google Generative AI Leader
Time In Current Role
24 months
Visa Work Permit
India
Willing To Travel
True
Leadership Benchmarks
- Successfully managed a team of 18 people as Team/Tech Lead focused towards 100% utilization and customer satisfaction. Represented the team for ISO 20K internal and external audits.
- Led the solutions development to automate processes for Toil reduction and increase the efficiency to maximum.
- Effectively designed and implemented technology services operating model, which drove down incident volumes by 25%, while improving MTTR within one year.
- Leveraged existing reporting & monitoring tools and integrated them to automate manual work up to 20% of level 1, which enabled existing FTE to accommodate more work and improved the cost of delivery for Infrastructure Services.
Work Rewards Recognitions
- Spotlight Award (Wells Fargo) for being resourceful and instrumental in resolving multiple issues for the Apps team.
- Best Team Lead for Unix (HP), 2013.
Languages
- Malayalam
- Tamil
- Hindi
- Kannada
- English
Dxc Experience
11 years and 7 months
Personal Information
- Total Experience: 13 Years 10 months
- Willing To Relocate: 0
- Title: Associate Manager System Administration
Timeline
Associate Manager Server Administration
DXC Technology
09.2021 - Current
Senior Systems Operations Engineer/Lead
Wells Fargo
06.2021 - 09.2023
Delivery Lead
DXC
04.2011 - 08.2018
Team Lead, Systems Engineer
Hewlett Packard
10.2007 - 03.2011