Shashi Bhushan

Shashi Bhushan

Analyst

Work History

Work History
Feb 2012 - Dec 2014

Manager

Bank of America Merrill Lynch, Singapore
Analyst II, Shift Lead-Incident Management Key Purpose: To restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained following ITIL best practices approach in adherence with the service-level agreements. Act as a focal point within the enterprise for all escalation and communication activities for outages and downtimes related to the Business Applications and Infrastructure, and to ensure that service recovery is handled expeditiously and that systematic issues and problems are addressed proactively and are communicated to senior management and executive levels for awareness and prioritization. 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. Acting as an escalation/communication point between Application development & other IT infrastructure teams and Business Units. Marshalling diverse infrastructure resources and coordination with global team in America region, India and Singapore teams for incident resolution. 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
Dec 2009 - Jan 2012

Analyst

Bank of America Merrill Lynch, Singapore
Analyst II, Shift Lead-Incident Management and L2 Support Key Responsibilities: Assess the impact, or potential impact, to the business or business processes resulting from a reported incident. Execute approved Incident Management processes including setting up meetings, escalation, notifications, and regular communication. Perform accurate identification, and engagement of resources required to successfully restore the IT Service. Record and track the incident recovery steps throughout the lifecycle of an incident. Lead meetings and discussions(when necessary) across teams to properly document and report on critical incidents. Provide support and guidance to other IT support teams when needed to ensure proper escalation of non-critical as well as critical incidents. 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. 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. Analysis of major incident data to produce recommendations for service improvement and handling/inputting to continuous improvement as required. 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

BA Continuum Sol. Pvt. Ltd
Gurgaon, India. Sr System Engineer, Shift Lead-CCO and L2 Support Job Responsibility Command centre operations support for UNIX/Solaris/Tandem/Mainframe and Windows platforms in 24x7 shared technology infrastructure environments. Performing FUP to check the lock files, checking media status through Mediacom and mounting media on Tandem machines. Assuring stations and processes are running fine and lines are up through base24 and TACL. Activating Firecall request. Responsible for Health check n other network related problems. VERITAS NetBackup v5.0/6.1 backup tool. Monitoring for various client backup policies, and taking care of restore requests. Performing tape mount and dismount make LSM & drives online in ACSLS silo servers. Checking the failed backups & Robot error logs. Performing ownership change for mounted Tape. Making servers online and linked through JSConsole applications program. And assuring all jobs are running for the servers to be linked. Participated in network monitoring and enterprise event/fault management with these tools as well as TBSM. Engaging Vendors like EMC, STK, 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

Perot Systems TSI(India) Ltd
Noida, India Analyst-Data Centre L1 Support Clients: Wolters Kluwer, HPHC, TENET Job Responsibility Data centre support for UNIX/Linux/Windows platform. Responsible for day-to-day operations involving monitoring, Queues, health checks, remote administration of systems in a production environment. Performing day-to-day admin activities like managing disks file systems, user creation, administration and device configuration. 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. Running some applications in scheduled times with high priority level and monitoring for errors in O.S. Level and Application level. Experience on working(OPAS) Remedy ticketing system with Incident Management, Change Management and Request Management. Perform error analysis and recovery, documentation and procedures required for reference. Monitor, Control and perform all scheduled activities on Data Center Systems and remote application servers. Quick response to the problems to meet the SLA and real time monitoring of servers and troubleshooting day-to-day issues. VERITAS NetBackup v5.0/6.1 backup tool. Monitoring for various client backup policies, and taking care of restore requests. 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 2006 - Aug 2007

System Engineer

Candor Infosolution Pvt Ltd., Gurgaon
India System Engineer Job Responsibility Updating the server with latest patches & service packs. Installation, maintenance & troubleshooting of all h/w, s/w problem. Managing samba server & client. Reviews backup and restores procedures Managing the overall administration involving assembling of system, configuring & maintenance of application server. Providing protection against viruses using corporate Edition Norton anti-viruses. Responsible for managing Distributed File System. Auditing application log, security log, system log, directory service log

Education

Education
2002 - 2005

B.I.T

2002 - 2004

HND