Summary
Overview
Work History
Education
Skills
Timeline
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KANIMOZHI KUMARASAMY

Coppell,Texas

Summary

Having 10+ years of IT Industry Experience in leading and optimizing IT service management processes. Adept at implementing and maintaining ITIL best practices to enhance service delivery, reduce costs, and improve customer satisfaction. Seeking a challenging Lead ITSM Analyst position to leverage my skills and expertise in driving IT service excellence. And good knowledge in DevOps Automation, containerization, Jenkins CI/CD, Java Applications.

Managed onshore/offshore IT technical staff and led the strategic organizational deployment, design, and delivery of IT services, primarily in ITSM Operations Management and Delivery Management with globally diverse and cross functional teams. Proactively addressed and resolved issues in prod environments by promptly responding to incident tickets. Conducted thorough debugging, and either independently resolved the issues or facilitated collaborative working sessions with multiple teams, ensuring effective communication and persistent effort until resolution. Demonstrated strength in establishing Command Center Operations processes, Monitoring support operational procedures, SLA's, OLA's Release management processes, Disaster Recovery procedures and managing large scale IT Infrastructure projects like datacenter migrations, database, webserver upgrades. Hands on experience include Project Management, Incident Management, Problem Management, Change Management, Release Management, Configuration management, Risk identification and Mitigation, IT service management, Service transformation and Continual Service improvement, Information Security, Disaster Recovery and BCP. Acted as the primary point of contact for maintenance activities and upgrades, collaborating with multiple development teams to coordinate downtime and successfully implement scheduled activities within specified greenzone windows. Proficient in developing and implementing automation shell scripts to streamline and optimize routine tasks, enhancing overall efficiency and productivity in daily operations. Utilized Splunk for effective troubleshooting and collaborated with AppD teams to design and implement dashboards for monitoring application performance, enhancing overall system visibility and proactive issue identification. Systematically documented all encountered issues along with their corresponding solutions, ensuring comprehensive knowledge capture. Maintained a centralized repository on Confluence to facilitate knowledge sharing and promote continuous improvement in issue resolution processes. "Provided comprehensive support for applications hosted on both WebSphere and Pivotal Cloud Foundry. Knowledge on DevOps tools such as Jenkins, Maven, Ansible, Gitlab, Docker, GitHub/Bitbucket & Kubernetes. Knowledge in infrastructure as code tools such as Terraform to automate infrastructure provisioning. Knowledge in continuous integration workflow, project testing, and deployments with Jenkins. Implemented code coverage and unit test plug-ins with Maven in Jenkins.

Overview

12
12
years of professional experience

Work History

Major Incident Management

CITIBank
12.2021 - Current
  • Worked in a DevOps environment within the Service Management team, supporting Digital and Core domains, ensuring operations 24/7 to maintain stability across SIT, UAT & PERF environments during Sprint and Regression development and testing cycles
  • Focus on improving environment stability, eliminating toil, and enhancing the development and testing team's experience with each release
  • Collaborated with cross-functional teams to escalate and resolve complex technical issues, ensuring prompt resolution and customer satisfaction
  • Performed PCF restarts for main and canary microservices during each green zone period
  • Proficient in utilizing Splunk and AppD for monitoring and analysis purposes
  • Execute a query and retrieve logs for application incidents using the Splunk tool
  • Utilized ticketing systems to log, track, and prioritize customer inquiries, maintaining accurate records of support interactions
  • Conducted root cause analysis of recurring issues and implemented preventive measures to minimize future incidents
  • Contributed to the development of knowledge base articles and documentation to assist customers with self-service issue resolution
  • Handled issues for over 70 on boarded applications across more than 1000 microservices
  • Implemented various function models including Incident Management, Automated Health Checks, Certificate Management, Green Zone, Change Management, Code Drop, Patch Management, and Problem Management
  • Played a pivotal role in Incident Management, Code Drop, Patch Management, and Problem Management teams, ensuring adherence to defined performance targets and KPIs
  • Collaborated directly with agile Application Development teams to provide daily support aligned with a model of Continuous Delivery
  • Collaborating with other teams such as development, QA, and product management to escalate and resolve complex issues
  • Maintained cloud-hosted mobile testing environments during environment releases and while triaging issues
  • Proactively identified, triaged, and resolved incidents across teams, particularly focusing on critical flows
  • Managed incidents related to Open Shift and PCF (Pivotal Cloud Foundry) relevant applications
  • Executed activities and upgrade plans for every release, including RHEL Upgrade, Gemfire, Nginx, PAS, APIGEE, etc
  • Conducted real-time health checks for key testing flows for every application
  • Contributing to the development of CI/CD pipelines to automate deployment processes and ensure consistent and reliable releases
  • Established strategic relationships with key partners outside of major incidents, interfacing with LOB leads and managers
  • Conducted root cause analysis on recurring incidents and implemented measures to minimize the impact of incidents that cannot be prevented
  • Led planning, governance, and execution of code drops between non-prod environments
  • Provided governance for patching activities, ensuring upgrades were executed within planned and defined GZ windows
  • Collaborated with internal and external teams on infrastructure development projects
  • Presented status reports, meeting minutes, etc., at meetings and ensured delivery on action items
  • Tools used JIRA, Confluence, One DevOps, Jenkins tool, RLM tool, IAP , Service Now etc..

ITSM Lead

CITI Bank
03.2018 - 11.2021
  • Accountable for product support and managing Incident Management Lead for the CITI BANK project's End User Service
  • Led a Virtualization (Citrix VDI ) team comprising 55 direct personnel from India and the Philippines
  • Spearheaded the team responsible for installing the VMWare Horizon Client on end-user machines and troubleshooting user profile and application issues
  • Engaged in Patching for Citrix and Wintel activities
  • Migration of VM’s between hosts and Data centers
  • Performing Health check of VM on regular basis
  • Works with teams to resolve all technical issues that arises
  • Actively manage the monitoring and resolution of stalled and breached incidents with L2 & L3 engineers
  • Stayed updated on emerging cyber threats and vulnerabilities to enhance incident response capabilities Troubleshooting technical issues reported by end-users and guiding them through the resolution process
  • Assisted in the development and implementation of security policies, procedures, and controls Responded to security incidents, performing analysis and implementing corrective actions as necessary Ensured successful VDI checkouts every week using Xen Desktop 7 Studio (RDC & FDC) Consoles
  • Supported central management of servers (VCenter Server) to oversee all ESXi hosts in the datacenter
  • Managed Desktop Packaging services, encompassing Wintel (HPCA & SCCM Packaging), Thin App (Win 7 & Win 10) and Packaging Technologies, software packaging, publishing of Windows advance parameters, and adherence to standard SLA for UAT
  • Releasing packaged application HCPA / SSM distribution servers Coordinated with various teams on issues and persistent environmental challenges
  • Provided ongoing developmental feedback to PMs as appropriate and kept all stakeholders informed of progress and issues.

Operation Manager

Equitas Bank
06.2016 - 02.2018
  • Led a team of ITSM analysts in designing and implementing IT service management processes aligned with ITIL best practices
  • Responded to cyber security incidents promptly, performing analysis to determine severity and impact
  • Played a key role in improving incident management, resulting in a 20% reduction in incident resolution time and a 15% increase in customer satisfaction scores
  • Provide guidance and support to other teams on security best practices and incident response procedures
  • Responsible for monitoring, coordinating and assisting in the Microsoft Active Directory Migration across PAN India
  • Responsible for monitoring, coordinating and assisting in Microsoft Exchange remediation across PAN India
  • Technically troubleshoot Desktop related issues
  • Stay up-to-date on the latest security threats, vulnerabilities, and industry trends to enhance the organization's security posture Oversaw change management processes, ensuring seamless transitions and minimal disruptions during changes in IT infrastructure
  • Collaborated with other IT teams to streamline problem management, reducing recurring issues by 30% over one year
  • Managed the release management process, coordinating software and hardware releases to minimize service disruptions
  • Conducted regular service reviews and created reports to track and improve KPIs and SLAs.

Wipro Technologies

IT Service Management
07.2012 - 05.2015
  • Responsible for the management of SIC for numerous projects in the MFG and HLS verticals
  • More than 20 Infrastructure Availability Service projects have been managed
  • One Point of Contact for all escalated customer issues
  • Responsible for operational activities like ensuring compliance to quality systems
  • Execution and oversight of all Wipro services in accordance with the specified Services
  • Coordination with vendors to ensure the seamless operation of the project
  • Establish procedures for assuring quality and team discipline
  • Make sure the team follows the established procedures and rules
  • Managing team attrition and ensuring that team members are highly motivated
  • Mentored and supervised a team of 82 Engineers for IAS projects; possesses excellent interpersonal, leadership, and communication abilities
  • There was Resource Planning, Deployment, Incentives, and Recognition
  • Proactively highlight any support issues to Client and Wipro
  • Describe each team member's roles and responsibilities
  • To compile the project's resource requirements
  • Examine the Daily Report and Pending Calls
  • Review of calls on a daily basis, including incidents, service requests, and follow-up with the team and end users to ensure call resolution
  • Weekly and monthly report preparation for customers.

Education

ITIL V3 foundation certification -

Bachelor’s - Electronic and Communication Engineering

Sakthi Engr college
01.2010

Skills

  • Operating Systems: Red Hat, Windows, Ubuntu, CentOS, Debian
  • Virtualization Technologies: Oracle Virtual Box, Docker, VMware
  • Cloud Technologies: AWS
  • Infrastructure Automation: Terraform, Ansible
  • Source Control/ Versioning Tools: Git, GitHub, Bitbucket
  • Configuration & Container Management: Ansible, Docker & Kubernetes
  • Continuous Integration Tools: Jenkins, Maven
  • Ticketing Tools: JIRA
  • Monitoring Tools: Splunk, AWS CloudWatch, AppD
  • Static Code Scanning Tools: SonarQube

Timeline

Major Incident Management

CITIBank
12.2021 - Current

ITSM Lead

CITI Bank
03.2018 - 11.2021

Operation Manager

Equitas Bank
06.2016 - 02.2018

Wipro Technologies

IT Service Management
07.2012 - 05.2015

ITIL V3 foundation certification -

Bachelor’s - Electronic and Communication Engineering

Sakthi Engr college

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KANIMOZHI KUMARASAMY