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Suyog Pathak

Manager-Database Performance, Oracle

Summary

Suyog has 15+ years of experience with Oracle technologies of which  11 years is with Oracle. Suyog has proven ability to execute and lead amid ambiguity and to balance attention to details with big-picture insights.
At Oracle, Suyog manages a team of 17 engineers to provide support to manage database performance for mission-critical applications.

Work History

Jun 2017Present

Manager Database performance

Oracle

I manage a team of 17 engineers to support database performance of mission-critical applications for all Oracle customers. Having small to the extremely large mission-critical implementation of various platform presents a challenge to stay ahead of the game and constantly improve the support services for our customers. So, we keep evolving the support services to keep improving customer's experience. I am responsible for all areas of support for my product area including but not limited to:

  • Hiring of technical engineers who are capable of providing top-line support, while at the same time keeping costs under control by balancing coverage at high-cost centers like the USA and low-cost center like India and Romania.
  • Ensuring adherence to all processes, to ensure consistency and coverage 24x7x365. 
  • Handling Executive Level Escalations for database performance issues and following up on issues through resolution for mission-critical environments, saving millions of dollars in revenue for the customers by reducing the time for unplanned outages.
  • Defining annual team objectives like the quality of service and ensuring that the team maintains focus on these objectives.  In last year, I managed to reduce the engineer queue size and increase the throughput by 10% while maintaining customer satisfaction at 8/10 through various initiatives like focusing on mentoring and training.
  • I am the member of automation task force that identifies areas to automate parts of support process to improve the support experience and identify solutions based on issue description to avoid ticket creation with support. Working on projects for improved productivity through automation and ML by using problem signatures and problem analyzers. In last year the automation projects implemented by my team now allow 15% of issues to go through the automated analysis and improve the efficiency of engineers and decrease time to resolution for the customer. 
  • Partnering with Oracle Development teams internally to screen product defects, provide feedback to development on product improvements, identify critical issues for bug fixes, improving rediscovery data for known code defects, and ensuring that development understands the customer experience on an ongoing basis.
  • Partnering with Oracle Sales teams to ensure priority attention to situations where new revenue is at stake or existing revenue is at risk.
Sept 2011May 2017

Senior Principal ASE, Technical lead

Oracle

As a technical leader, I was responsible for the annual contractual delivery of white glove support for select mission-critical environments for Oracle ACS customers. It included reactive and proactive assistance to these customers. Conduct issue-trending to identify gaps in knowledge for DBA teams and provide tailored training, lead the team of engineers to resolve complex reactive issues, meet remotely with the customer DBA team on weekly basis and the management team on a biweekly basis. Meet in person with customer management and sponsors on a quarterly basis to review support delivery. I was responsible but not limited to following areas

  • Lead a focused team of 6 engineers delivering proactive and reactive services to customers like GEICO, CVS, JPMC, BoA, AES, and Disney.  Helped these customers through their database upgrades, High Availability and Disaster Recovery setup to ensure their revenue generating environments avoid any unplanned outage saving millions of dollars for mission-critical Managed revenue worth 3 million and renewal through customer satisfaction for these annual services for last seven years.
  • Worked with global and virtual teams located in EMEA, India, and USA  for 24x7 support for mission-critical issues for my customers.
  • As a technical lead mentored and trained new hires. As a tech-lead for Global pillar for Enterprise-Manager, designed a training to deliver to the global team of 30+ engineers.
  • Delivered tailored onsite/remote technical brown bags   for customers like ADE, Pay-Pal, GEICO, Disney, and JPMC 
  • Architect solutions for complex High Availability and Disaster Recovery setup using RAC, GoldenGate, Streams, Data guard for Pay-Pal, GEICO, CVS, JPMC, ATT and Disney
  • Provided PATCH/Performance/Configuration assessments for complex solutions designed for mission-critical environments for aforementioned Oracle
Feb 2010Sept 2011

Principal Advanced Support Engineer

Oracle

Helped resolved Oracle database issues for mission critical environments of Oracle ACS customers

Jun 2007Feb 2010

Senior Service Delivery Engineer

Oracle

Helped resolved complex Oracle database issues for mission critical environments of Oracle ACS customers

Jun 2005Jun 2007

System Analyst/DBA

Convergys

DBA for Oracle databases supporting various applications

May 2004Nov 2004

DBA-Intern

Convergys

DBA for Oracle databases supporting various applications

May 2003Nov 2003

DBA-Intern

Convergys

DBA for Oracle databases supporting various applications

Aug 2000July 2002

DBA

CMC

Onsite DBA for CMC's application for Mumbai stock exchange (CDSIL)

Education

20022005

Master's in Computer Science

University of Central Florida (UCF)
June 1996June 2000

Bachelor's in Computer Science

Mumbai University