Shashi Bhushan

  • Bangalore Karnataka
Shashi Bhushan

Incident Management / Analyst II

Summary

  • 9+ Years of experience in IT Infrastructure production support role on various technologies and platforms with extensive subject matter expertise in IT Service Management (ITSM) processes, such as Incident Management, Problem Management, Change & Release Management, and Process Transition & Service Delivery according to ITIL methods and processes.
  • More than 7 years of experience in Command center operations profile managing IT infrastructure in highly distributed operating environment as well as small business & consumer banking based shared technology applications and infrastructure services in 24x7 production environment.
  • Excellent experience in Triaging the production conference call, organizing resources and establishing priorities for Priority 1 and 2 issues impacting business applications, FCIs (Failed Customer Interactions) and bank users.
  • Decisive, analytical, and results oriented professional with a proven track record in the delivery of operational support services with a particularly focus on major incidents and post incident review procedures.
  • Very good understanding on Banking Technologies related to ATM, Image & Transactions Services Technologies, and Business Bridge application for real time monitoring for End to End solution of Cheque processing and Cash Vaults process.
  • Extensive experience in vendor engagement management.
  • Excellent communication skills, both verbal and written, with the ability to lead/manage large conference calls.

Work History

Work History
Feb 2012 - Dec 2014

Analyst II– Incident & Problem Management and L2 Support

Bank of America Merrill Lynch, Singapore

Key Responsibilities:

  • Monitoring the Global Incidents queue, follow up on all unassigned, about to breach and medium & high impact incidents with the respective resolution groups and have them attended immediately.
  • Managing, driving Critical and High Impact Incidents from opening to closure within SLA targets by following the appropriate Incident handling procedures. Assessment of incident priority base on potential risk / business impact and urgency.
  • End to end ownership of incidents with potential or actual business impact. Driving restoration of impacted service while meeting the required service levels.
  • Analysis of major incident data to produce recommendations for service improvement and handling/inputting to continuous improvement as required.
  • Providing updates to a variety of audiences including senior and exec management level for significant/highly impactful outages. Working in partnership with the Enterprise wide Triage and Incident Management team and provide data for the team to produce comprehensive communications.
  • Providing end to end processes of root cause analysis with cross technology teams and external vendors, including ensuring production of relevant Break Fix / Emergency or Planned Changes to Change Management as required.
  • Follow up on the implementation of agreed process and changes to anticipate and ideally avoid future major incidents reoccurring.
  • Performing schedule change and emergency request as per the BP requirements. Participating in change with affected domains teams, Application team and proactive change management, Incident management and Manager on duty.
  • Chairing daily SOT Production conference call for cheque and vault processing batch jobs, managing significant incidents and coordinating with different support team related to deposits in and out files processing issues and sending communications to wider audiences.
  • Daily monitoring of batch jobs through SAR in mainframe, real time monitoring of FTP transmission of vendor’s (Garda, Brinks, Dunbar) deposits in XML files in BAClear application and verification of transactional $ value from VSS application, verifying database archiving of files through shutdowns jobs in TOAD. Follow up with business partners, vault support and internal Relationship Management team regarding file processing errors and file transfer issues.
  • Identify and drive continual enhancement process across shared operating environments and platforms via Splunk – server health alarms, Introscope – JVMs, Foglights – Databases, Sitescopes – web servers monitoring tools or other programmatic means.
  • Create weekly and monthly SLA metrics reports for senior IT Management and produce reports on transactional volumes, outstanding transactions, defects and other metrics on an ongoing basis. Provide Management Report on Metrics/KPI/Effort Analysis.
  • Leading projects and initiatives within the team to implement new strategies; manage events (infrastructure change, SOT BBR applications releases, business continuity tests, UAT etc.) and on-board support for new applications.
  • Provide leadership and prioritization for projects and day to day activities for a small team, proactively addressing transactional issues within the production environment across all platforms.
  • SME for Image & Transactions Services IT infrastructure and Applications – Systar Business Bridge Dashboards for end to end solutions for image processing and cash vaults systems. Functional and Technical assistance to shared operating technology infrastructure across a wide range of consumer banking and financial products, including cash handling and cheque processing, also Enterprise IT infrastructure such as Enterprise applications, ATM machines, Voice Telephony.

 

Change Management: 

  • Reviews and sponsors Urgent changes required to resolve an incident or to meet target deadlines.
  • Assisting in the preparation, facilitation, documentation, and communication related to weekly and ad-hoc change management meetings.
  • Develop, Document and publish change management process and functions 
  • Analyse change records to determine any trends or potential problems. 
  • Reviewing change requests for completeness and accuracy 
  • Working with service providers to schedule changes 

 

Problem Management: 

  • Responsible for problem identification via various methods like Incident trend analysis, review of Critical and High Impact incidents.
  • Liaise with all problem resolution groups via RCA calls and standard communication methods to ensure swift resolution of problems within SLA targets
  • Participating and Assisting in Problem Review Meetings periodically to discuss on aged problems, closed problems (for closure effectiveness) and known errors.
  • Investigation and follow-up for permanent fix of the problem. 
  • Follow-up on tickets being raised regularly for re-occurring incidents
Dec 2009 - Jan 2012

Analyst II – Incident Management and L2 Support

Bank of America Merrill Lynch, Singapore

Key Responsibilities:

  • Assess the impact, or potential impact, to the business or business processes resulting from a reported incident. Record and track the incident recovery steps throughout the lifecycle of an incident.
  • Analysis of major incident data to produce recommendations for service improvement and handling/inputting to continuous improvement as required.
  • Perform the internal review of incidents and supporting documentation, identifying gaps and come up with possible solutions to drive improvements to the incident management process.
  • Coordinating of the major incident tickets, both global and regional, communications and voice facilitation on a troubleshooting conference call, engaging internal and external support teams globally as required and ensuring recovery times are minimized.
  • Provide support and guidance to other IT support teams when needed to ensure proper escalation of non-critical as well as critical incidents.
  • Providing input & assist Problem Management with the end to end processes of root cause analysis with cross technology teams and external vendors, including ensuring production of relevant Break Fix / Emergency or Planned Changes to Change Management as required.
  • Provide updates to a variety of audiences including senior and exec management level for significant/highly impactful outages. Working in partnership with the Enterprise wide Triage and Incident Management team and provide data for the team to produce comprehensive communications.
  • Follow up on the implementation of agreed process and changes to anticipate and ideally avoid future major incidents reoccurring.
Dec 2008 - Nov 2009

Sr. System Engineer, Shift Lead – CCO and L2 Support

BA Continuum Sol. Pvt. Ltd., Gurgaon, India

Job Responsibility

  • Command centre operations support for UNIX / Solaris / Tandem / Mainframe and Windows platforms in 24x7 shared technology infrastructure environments.
  • Network monitoring and enterprise event/fault management through TBSM.
  • Engaging Vendors like EMC, STK, IBM and Hitachi for failed hardware and disks. Giving them appropriate window time for the hardware change.
  • Performing schedule change and emergency request as per the BP requirements. Participating in change with SA, Application team and proactive change management, Incident management and Manager on duty.
  • Managing team size of 14 people as a shift lead.
Sep 2007 - Nov 2008

Analyst – Data Centre L1 Support

Perot Systems TSI (India) Ltd., Noida, India

Job Responsibility

  • Data centre support for IT infrastructure (UNIX / Linux / Windows and Applications) of financial and healthcare domain.
  • Responsible for day-to-day operations involving monitoring batch and queues, health checks, remote administration of systems in a production environment.
  • Raising alerts for failed services and manage appropriately (raising Trouble Ticket, send out communications as per prevailing procedures, engage Indian & US, second and third tier support teams and On-call support, Incident Management etc.).
  • Monitor backup operations schedule, taking appropriate action to recover/re-queue any failed backup activities, escalating to 2nd and 3rd level Backup Services Support (India/UK/US) as necessary.
  • Working on Maestro and Enterprise scheduling tool for starting and monitoring various schedules as a part of operations team.
  • Total team size is of 25 in UNIX.
Jun 2005 - Aug 2007

System Engineer

Candor Infosolution Pvt Ltd., TCIL, Gurgaon, India

Job Responsibility

  • Managing the overall administration involving assembling of system, configuring & maintenance of application server.
  • Responsible for day-to-day operations involving monitoring batch and queues, health checks, remote administration of systems in a production environment.
  • Monitor backup operations schedule, taking appropriate action to recover/re-queue any failed backup activities, escalating to Backup Services Support as necessary.

Education

Education
Aug 2002 - Aug 2005

Bachelor of Information Technology (BIT)

IGNOU, New Delhi
Aug 2002 - Aug 2004

Higher National Diploma (HND) in Computing

Edexcel Foundation, UK

Certifications

Certifications
Dec 2014 - Present

ITIL Intermediate in Service Operation

PeopleCERT
Oct 2014 - Present

ITIL Foundation (2011) IT Service Management,

PeopleCERT
Mar 2008 - Present

Sun Certified System Administrator Solaris 10 SCSA

Sun Microsystems

Trainings

Symantec VERITAS Storage Foundation v5.0, RCS Bangalore

RedHat Enterprise Linux, Rootshell Technologies

Six Sigma training BofA Academy, Bank of America

Skills

Skills

IT Service Management

Incident and Problem Management, Change & Release Management

Ticketing Tools

BMC Remedy, IBM Maximo, Peregrine Service Centre

Event Monitoring Tools

Vendor Engagement

 

Tivoli (TBSM), Introscope, Splunk, Bluestripe, Systar, Glansplus, Sitescope

EMC, IBM, NetApp, HP Network, SUN, Hitachi, VISA, Master Card, STAR

 

 

Operating Systems            

 

UNIX, RHEL, Sun Solaris, MF zOS [Basic], Windows 7

Tandem Non-Stop Server

 

TACL [Familiar], SCF, FUP, NCS, Pathway, TMF, EMS, SCUP, Spoolcom, Mediacom, Batchcom [Basics], EMSPERUS, PATMON, Enform [Basics]

Data Storage

VERITAS Storage Foundation [VxVM], LVM

Database

SQL / Oracle [Basic]

Backup Tool

VERITAS NetBackup v5.x/6.x [Backup Monitoring]

Tape Library

ACSLS v7.1, Oracle/SUN StorageTek SL8500, L5500

Tools

TOAD [SQL queries], Informatica [Data Migrations], JSSconsole v8.3 [linking servers], B2Bi BAClear [File Transmission], Vault Services Solution, ULZ, HP Quality Center [UAT Testing]

Schedulers

Technologies

Reports & Documentation

Maestro, Enterprise Scheduler [Basics]

RAID, LVM, Clusters, SAN, VMWare vSphere Hypervisor, KVM

MS Advance Excel, Word, Visio, Powerpoint, SharePoint

 

 

Bank Applications

Enterprise Banking Applications, Base24 [Familier], Systar Dashboards for Cheque/Image processing

Banking Technologies

Enterprise, ATM, Image & Transactions Services, Cash Vaults, Business Bridge, Distributed Systems

Domain Knowledge

Enterprise, Consumer Banking & Financial Institutions, Health Care

Skills

IT Service Management

Incident and Problem Management, Change & Release Management

Ticketing Tools

BMC Remedy, IBM Maximo, Peregrine Service Centre

Event Monitoring Tools

Vendor Engagement

 

Tivoli (TBSM), Introscope, Splunk, Bluestripe, Systar, Glansplus, Sitescope

EMC, IBM, NetApp, HP Network, SUN, Hitachi, VISA, Master Card, STAR

 

 

Operating Systems            

 

UNIX, RHEL, Sun Solaris, MF zOS [Basic], Windows 7

Tandem Non-Stop Server

 

TACL [Familiar], SCF, FUP, NCS, Pathway, TMF, EMS, SCUP, Spoolcom, Mediacom, Batchcom [Basics], EMSPERUS, PATMON, Enform [Basics]

Data Storage

VERITAS Storage Foundation [VxVM], LVM

Database

SQL / Oracle [Basic]

Backup Tool

VERITAS NetBackup v5.x/6.x [Backup Monitoring]

Tape Library

ACSLS v7.1, Oracle/SUN StorageTek SL8500, L5500

Tools

TOAD [SQL queries], Informatica [Data Migrations], JSSconsole v8.3 [linking servers], B2Bi BAClear [File Transmission], Vault Services Solution, ULZ, HP Quality Center [UAT Testing]

Schedulers

Technologies

Reports & Documentation

Maestro, Enterprise Scheduler [Basics]

RAID, LVM, Clusters, SAN, VMWare vSphere Hypervisor, KVM

MS Advance Excel, Word, Visio, Powerpoint, SharePoint

 

 

Bank Applications

Enterprise Banking Applications, Base24 [Familier], Systar Dashboards for Cheque/Image processing

Banking Technologies

Enterprise, ATM, Image & Transactions Services, Cash Vaults, Business Bridge, Distributed Systems

Domain Knowledge

Enterprise, Consumer Banking & Financial Institutions, Health Care