RAMAZAN KALABA

• Supported Broadridge account in accordance with SLAs
• Manage the hybrid cloud operations of over 6,000 systems for our customer, Broadridge, through alert escalations, problem investigation, execution of the Incident Management process, and consultation of the SMEs
• Coordinate level 1 network and system admin tasks with lead SREs on Unix, Windows, and AWS systems
• Initiate technical troubleshooting calls on high impact incidents with engagement of key stakeholders
• Collaborate with Incident Management team in reducing high impact incidents’ minutes to resolution time by 30%
• Orchestrate disaster recovery exercises among the team and execute technical tasks based on corresponding SOEs
• Troubleshoot automated jobs on multiple platforms by analyzing logs and engaging proper SMEs
• Monitor mainframe job batch streams on multiple systems using Workload Scheduler/GUI Interface and escalating in a timely manner
• Performed adhoc requests
• Coordinate with Network team & UNIX SMEs to take servers IN / OUT of rotation utilizing CITRIX NetScaler when troubleshooting and resolving issues as well as during code deployments in different site
• Support Service Delivery teams to perform application and network failovers utilizing Cisco Global Site Selector for multiple sites
• Facilitate incident and work order tickets towards resolution helping to keep team on-time resolution at over 99%

· Supported Broadridge account in accordance with SLAs.

· Updated procedures and documentation in QMX (runbooks) database. Established SWAT Bridge calls when issues arose.

· Worked with support teams on system upgrades, change initiatives, and design functions

• Worked remotely and physically to perform weekly, monthly, and quarterly reboots of devices, assuring system availability before market open.
• Provided outstanding service to customer, achieving clearly defined service level agreements (SLAs) in quality, financial management, and customer satisfaction.
• Contributed to defect prevention process (DPP) by partnering with management to identify and implement process improvements.
• Acted as point of contact, providing 1st and 2nd level support to over 400 servers for UNIX and WINDOWS operating systems.
• Performed root cause analysis and resolved complex issues, communicating directions to teams, and driving new solutions to enhance business objectives.
• Worked directly with technical and non-technical teams, providing technical support in disaster recovery efforts for internal client and SIFMA industry wide tests, meeting compliance with 2-hour recovery times.
• Liaised effectively with subject matter experts (SME) from IBM and Broadridge account, establishing SWAT bridge calls when issues arose and identifying quality resolutions in timely manner.
• Applied global notification management system processes for escalation, remedy, and incident resolution, improving root cause analysis, tracking, and reporting issues and escalations, and opening communication across accounts.
• Assisted Management in seamless migration of online distributed systems (ODS) tower from IBM to Broadridge Financial Solutions, meeting defined client requirements and deadlines.
• Facilitated employee training, sharing expertise in ODS operations, and supporting migrations and change initiatives.

• Provide 1st and 2nd level server operations support in 24x7 environment for thousands of servers in multiple datacenters (US, CA, Japan, Germany) working closely across UNIX, WINTEL, VMware, Networking (LAN & WAN), database (SQL, ORACLE, SYBASE), teams and increasing accuracy
• Monitor 1st-level triage of critical server devices, events, and service disruptions, with escalation to INTEL, UNIX, VMWare server teams, database administration (SQL, ORACLE and SYBASE), and storage area network (SAN)
• Perform root cause analysis, troubleshoot, and resolve complex issues, enhancing support, and meeting client business needs
• Utilize applications such as MIR3 intelligent notification system for escalation using wired and wireless communication (SMS, email, pagers, and faxes), SCOM (Operations Manager) in monitoring hardware and database systems as well as networks on production and disaster recovery sites
• Use Custom Commands in PUTTY to access servers in Blade Logic
• Run jobs in BladeLogic to stop/start/recycle applications and Clusters on WebSphere environment
• Coordinate with Network team & UNIX SMEs to take servers IN / OUT of rotation utilizing CITRIX NetScaler when troubleshooting and resolving issues as well as during code deployments in different site
• Support Service Delivery teams to perform application and network failovers utilizing Cisco Global Site Selector for multiple sites
• Implement REMEDY and ITSM (Incident and Problem for recording, reporting, and tracking issues and problems), reducing escalations and risk, communicating updates with account teams and management
• Execute commitments for key account, achieving all SLA contractual obligations, satisfying clients’ requirements, driving ticket backlog down, and completing RCAs on time
• Contribute to wide range of change initiatives, working collaboratively across technical and non-technical teams, reducing risk to business and customer, and meeting SLAs
• Participate in high level disaster recovery tests (Internal client and SIFMA Industry wide), collaborating to manage UNIX and WINTEL system administrators, Network (LAN and WAN) SAN, storage and backup within 2-hour recovery time.

• Supported Broadridge account in accordance with SLAs
• Updated procedures and documentation in QMX (runbooks) database
• Established SWAT Bridge calls when issues arose
• Worked with support teams on system upgrades, change initiatives, and design functions
• Worked remotely and physically to perform weekly, monthly, and quarterly reboots of devices, assuring system availability before market open
• Provided outstanding service to customer, achieving clearly defined service level agreements (SLAs) in quality, financial management, and customer satisfaction
• Contributed to defect prevention process (DPP) by partnering with management to identify and implement process improvements
• Acted as point of contact, providing 1st and 2nd level support to over 400 servers for UNIX and WINDOWS operating systems
• Performed root cause analysis and resolved complex issues, communicating directions to teams, and driving new solutions to enhance business objectives
• Worked directly with technical and non-technical teams, providing technical support in disaster recovery efforts for internal client and SIFMA industry wide tests, meeting compliance with 2-hour recovery times
• Liaised effectively with subject matter experts (SME) from IBM and Broadridge account, establishing SWAT bridge calls when issues arose and identifying quality resolutions in timely manner
• Applied global notification management system processes for escalation, remedy, and incident resolution, improving root cause analysis, tracking, and reporting issues and escalations, and opening communication across accounts
• Assisted Management in seamless migration of online distributed systems (ODS) tower from IBM to Broadridge Financial Solutions, meeting defined client requirements and deadlines
• Facilitated employee training, sharing expertise in ODS operations, and supporting migrations and change initiatives.

• Maintained nightshift server operations documentation, and trained associates
• Assisted Director and Manager and created associate work schedule as well as yearly assessment and performance reviews and evaluations
• Achieved Brokerage Business Unit SLA deliverables and key measurements, following spin-off from Automatic Data Processing by supporting numerous tests and providing coverage during data center migrations of Brokerage Business Unit
• Performed open systems server operations, monitoring and maintaining hardware, system resources, databases, applications, and processes, using tools such as Tivoli Management System, SiteScope, IBM Tivoli Netcool, Empirix OneSight, SNMP Trap Viewer, ADMTOOL, and SysStats
• Tracked and troubleshot system crashes identified resource availability, and prioritized issues, escalating issues to appropriate support groups, reducing troubled tickets, and ensuring SLAs were met
• Performed system maintenance, supporting over 300 WINDOWS and UNIX servers, collaborating with several support teams on incident, problem and change management, and implementation
• Participated in onsite and offsite disaster recovery internal, client, and industry tests, adhering to strict standards and guidelines for optimal performance.