Tushar Tomar
Summary
Dedicated and results-driven Service Delivery Manager with over 8.5+ years of extensive experience in the information technology industry. A proven track record of consistently exceeding service level agreements and client expectations through strategic planning, team leadership, and a deep understanding of IT service delivery. Expertise in optimizing processes, fostering cross-functional collaboration, and ensuring seamless operational support. Adept at managing large-scale, complex projects, and proficient in utilizing cutting-edge technologies to enhance service quality and efficiency. Adept communicator and problem-solver, committed to delivering high-value solutions to drive client satisfaction and business growth.
Overview
9
9
years of professional experience
1
1
Certification
Work History
CLIENT SERVICE DELIVERY MANAGER (CSDM)
N A V I T A I R E (an AMADEUS COMPANY)
03.2023 - Current
- Working as service delivery manager to facilitate all product related services to clients & customers
- Act as a primary customer point of contact for production issues & Project Issues.
- Facilitate customer outage, sale events, upgrade communication.
- Managing multiple projects for multiple clients as pilot projects.
- An active participant in monitoring all customer Incidents/Change Requests and escalate or update as needed.
- Working closely with monitoring tools such as Grafana and Dynatrace, Splunk to facilitate daily work.
- Well versed with client application architecture for Production/Test areas.
- Actively involved with customer upgrades, Enhancements, new project technical discussions.
- Leading clients call with Directorates including- Weekly Calls, SWAT Calls, Enhancement Calls.
- Leads P1/Critical Bridge/calls with different teams for problem resolution with SLA's.
- Maximized performance by monitoring daily activities and mentoring team members.
- Handling a team of 10+ member from different teams.
Site Reliability Engineer
Billtrust (Company -Future Focus Infotech)
07.2021 - 03.2023
- Acting as L2/L3 Engineer in solving technical Issues related to payment software/applications
- Functional expertise in managing logging and monitoring through DATADOG/NAGIOS applications
- Handling JIRA tickets related to deployment task and functional changes to application environment
- Versed with ITIL Practices, active in change processes
- Managing application code changes through GITLAB, GITHUB, RANCHER, ANSIBLE, OCTOPUS
- Expertise in handling deployment through OCTOPUS application, Deployment with CI/CD
- Managing application alerts through tools – DATA DOG, PAGERDUTY & Inhouse application- ARCHON Dashboard
- Handling operation deployment for Inhouse applications – Biscuit (Payment Processing), BOT Dashboard, CSR
- Creation & Alteration of payment jobs/alert jobs in VISUAL CRON & FSI Task Managers
- Created operations & application documentation for knowledgebase
- Being active on P1 Calls and resolved critical priorities issues
- Worked on issues with application connection in relation to MQ, connection strings, deployment codes
- Working with shell scripting to automate the payment jobs and related tasks.
- Recorded daily events and activities in site diary to evaluate process and improve productivity.
Senior Software Engineer
Malaysia Airlines (Company -Yash Technologies)
06.2019 - 07.2021
- Proactive approaching solving all aspects of L2 application technical issues
- Functional expertise in/out of the Airlines crew management application
- Expertise in SITA DCS/ Amadeus for management of crew APP to respective countries
- Management of 6 Application modules under my purview
- Installation of Application Build on Linux/Sun OS/Web environment containing the fix for the new changes or existing issues
- L2/L3 Support on Airlines applications build on Java platform
- Versed with the Linux environment with creating the MQ's, setting up the Linux server with the binaries and configuration
- Versed with setting up the Cronjobs and Windows schedulers to achieve the automation when required
- Current exposure to Oracle DB including the Database backup & Restoration, developing required queries for data export, creating temp table for data update or for fix, deploying and compiling the packages on Linux Env
- Critical P1, P2 application fix by debugging the application on Linux environment including the Oracle Data alteration
- Also worked with 3rd Party rostering planning tool i.e., TPAC system
- Versed with the Flight Schedule message formats and processing i.e., SSIM, SSM, ASM
- Versed with Service Now and JIRA to achieve the Change & Incident management process
- Responsibility of presenting the weekly Incident/change trend meeting to client on open items
- Environment: Oracle, Linux, WebSphere, PowerShell Scripting, JIRA, Service Now, IBM MQ, TPAC (Rostering Planning tool)
- Worked with project managers, developers, quality assurance and customers to resolve technical issues.
Software Engineer
IndiGo Airlines (Company- Zensar Technologies)
04.2018 - 07.2019
- Coordinated with other engineers to evaluate and improve software and hardware interfaces.
- Functional expertise in Airline crew and flight management systems such as AIMS, I-Crew
- Hands on Airline application as AIMS (Airline Information Management System), which is the centralized 3 rd party application for flight, crew, services management.
- L2/L3 Support on .Net Applications and COTS Application.
- Configured the Schedulers for movement of Cargo/Passenger/Load values from source to application.
- Expertise in Bug fixing in reference to application failure
- Verse with Critical handling of applications failure with their resolution in quick manner
- Problem analysis dealing with SQL Queries, Code review, debugging of applications.
- Management of stored procedures for quick data transfer and data retrieval
- Coordinating with AIMS Team via JIRA tool for configuration failure or bug rectification
- Management of patches for I-Crew and AIMS application
- Created Scheduled task and PowerShell scripts to strengthen the automated monitoring
- Responsible for achieving CSAT (Customer satisfaction) according to predefined bugs.
- Supported customer with critical problem resolution post office hours
- Responsibility of presenting presentation on critical cases every week in front of Board Members
- Knowledge on flow of Airline application responsible for Cargo figures, fuel figures, passenger data, aircraft balancing, Load analysis.
Technical Product Consultant
Basware Corportation
02.2015 - 04.2018
- Technical advice/support to the Issues/problems raised by the customer in relation to application malfunctioning, application failure, module failure, service unavailability, task failure, Business rule creation, SQL Alteration, Application configuration.
- L2 point of contact to the Issues/problems/Change Requests reported by the Users/Customers/Clients/Partners.
- Engaged in Customer Success by delivering valuable responses meeting SLA's.
- Versed with Java Scripts, JVM, OOPS Methodology, JSP Pages, Core Java.
- Involved in application code analysis, Configuration analysis, Task creation, Log file and event viewer logs analysis.
- Application Maintenance in conjunction with the services lookup, code integration, new fixes.
- Slashed Support team cost by 20% by working as a dedicated support engineer for outsourced software products.
- Engaged in creation of web environment for application hosting including DB Connectivity.
- Virtual Machines setup for new release/functionality testing.
- Managing Incident's as per the Impact on the Business defining priority of the Incidents/requests.
- Developed business logic (SQL) for application performance and user's feasibility.
- Setting up QA environment for problem identification, new release testing, configuration testing.
- Involved in Active Directory installation, maintenance, connection, services.
- Engaged with the BMC Remedy tool and Service Now tool for Incident management.
- Configured few logics in Kofax for effective data optimization and processing.
- Involved in the creating business rules and AnyErp rules for triggering specific user specific tasks.
- Actively involved in Bug Fixing during the build and deployment process and debugging.
- Responsible to provide system support once the code is migrated to Test, QA or Production.
- Supported clients with business analysis, documentation, and data modeling.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
Education
Executive Program in Data Science - Data Science
IIM- Indian Institute of Management
Lucknow04.2022
Master of Business Administration - Information Technology
BIT, Uttar Pradesh Technical University
04.2017
B.Tech - Information Technology
Vidya College of Engineering, Meerut
04.2015
HSC -
International Public School, Meerut
01.2011
SSC -
Dadhichi Public School, Meerut
01.2009
Skills
- Management Tools : Agile Methodologies, Project Management, Customer Service, Invoice/Billing Management, Quality Management, Time Management
- Microsoft Technologies- Internet Information Services (IIS), Active Directory, Application Services, Microsoft SQL Server, Web Deploy Manager (WDM)
- Web Technologies- HTML, CSS, XML, JavaScript, IIS, Web Services, WebSphere
- Databases- SQL Server, MySQL, Oracle DB, SQLyog
- Methodologies- SDLC, ITIL, Project Management
- Operational Tools/Areas- GitHub, GitLab, DataDog, Ansible Tower, DevOps, Grafana, Splunk, Dynatrace
Certification
- ITIL Foundation Certificate in IT Service Management
- Java - Certified by CMC Ltd. - a Subsidiary of Tata Consulting
- MATLAB Language Certification by CETPA INFOTECH Pvt. Ltd.
Accomplishments
- Presented, Participated& Coordinated in National Conference On 'Emergent Trends In Computing' Organized by Vidya College of Engineering.
- Coordinated in college events.
- Participated In football series at school.
- Participated in Science Quiz Competition in 2009.
- Participated in Drawing Competition in 2008.
Declaration
I hereby declare that the information given herewith is correct to the best of my knowledge and I will be responsible for any discrepancy.
Personal Information
- Father's Name: Arun Kumar
- Date of Birth: 11/08/94
- Nationality: Indian
Hobbies
1. Geek about Gadgets
2. Love Travelling
3. Always ready for a Badminton Match
4. Thrilled for Hollywood Movies
5. Playing Online Games
Timeline
CLIENT SERVICE DELIVERY MANAGER (CSDM)
N A V I T A I R E (an AMADEUS COMPANY)
03.2023 - Current
Site Reliability Engineer
Billtrust (Company -Future Focus Infotech)
07.2021 - 03.2023
Senior Software Engineer
Malaysia Airlines (Company -Yash Technologies)
06.2019 - 07.2021
Software Engineer
IndiGo Airlines (Company- Zensar Technologies)
04.2018 - 07.2019
Technical Product Consultant
Basware Corportation
02.2015 - 04.2018
Executive Program in Data Science - Data Science
IIM- Indian Institute of Management
Master of Business Administration - Information Technology
BIT, Uttar Pradesh Technical University
B.Tech - Information Technology
Vidya College of Engineering, Meerut
HSC -
International Public School, Meerut
SSC -
Dadhichi Public School, Meerut
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