Summary
Overview
Work History
Education
Skills
Certification
Clearance
Languages
Accomplishments
Affiliations
Timeline
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SOHRAB MISTRY

Leesburg,VA

Summary

Over 15 years of professional experience in IT Operations, Client Relations, Service Delivery and Vendor relations. Accomplished, dedicated and goal driven professional with extensive experience in management and a support specialist that blends advanced organizational, technical, and business acumen. Excels in building teams and setting high standards focused on supporting cross-functional teams to ensure operational, service excellence and customer satisfaction through process and improvements in Major Incident (Crisis & Security), Change & Problem Management. Well versed and follow ITIL guidelines in ITSM. Meticulous Senior Operations Manager with [Number] years of experience building business goals and facilitating achievement. Collaborative leader leveraging employee talent and encouraging autonomy. Revenue-driven budget manager meeting quarterly and annual targets with ease.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Sr. Operations Manager– Platform Operations

NTT Ltd.
USA
06.2018 - Current
  • Operations Management with demonstrated career progression and a proven track record of delivering results across an Enterprise
  • Manage and work closely with a team of 6 Incidents Management Associates
  • Manage and work closely with the Ops Leads (NOC/SOC) team of 6 associates and multiple Technical Towers (VM, Network, Storage & Systems, Software and Monitoring tools) on triage, investigation, diagnosis and categorize severity of all incidents reported by client, users and or identified via monitoring events
  • Command, Manage and own responsibility of all Major and High Severity incidents through the lifecycle till service restoration
  • A liaison between Technical Resources, Senior Leadership, Clients and Business Stakeholders
  • Facilitate communications to Executives, Senior Leadership and Stakeholders via internal /external communication channels on progress and updates on incidents (Email, xMatters, Cisco WebEx, Adobe Connect, Skype, Slack, Teams) Coordinate and collaborate with multiple support teams internal (Security, Infrastructure, Systems, Network, Virtualization and Storage) and external vendors (EMC, VMware, Cisco, NetApp) towards service restoration
  • Create, update and manage run books / process documentation for Incident, Problem & Change Management processes with service providers and third-party vendors on agreed global and local SLAs
  • Responsible for the complete process adherence and handling of incidents & problems per set client and vendor SLAs
  • Prepare Post Incident Report (PIR) and host the meeting with appropriate resolving teams for root cause analysis, lessons learned and improvements
  • Coordinate and follow up the Problem Management process for root cause analysis on chronic/reoccurring incidents with internal teams and external vendors
  • Prepare monthly MIM / Operations Report with detailed information, impact statement, resolution and timeline for Senior Executives, Business & Stakeholders meeting
  • Facilitate weekly / monthly reports and meetings with Tower Leaders/Managers relating to Incident, Problem and Change Management and escalate concerns via appropriate process to minimize business impact with a key objective of Major and High Severity incident deterrence
  • Schedule mentoring and coaching sessions with respective individuals or teams when needed or when new processes / procedures are introduced
  • Client Management: Point of escalation for all Major Incidents with Client / Customer impact
  • A liaison between Technical Resources, Senior Leadership, Clients, and Business Stakeholders
  • Coordinate all required technical support (internal & external) is available and provided during major incidents
  • Work with the Client Service Delivery team and provide solutions, suggestions, and recommendations to clients / region with re-occurring / ongoing issues
  • Provide updates and progress on major incidents to senior leadership / stake holders.

Incident Manager

Atos.
Frederick, MD
07.2016 - 05.2018
  • Drive the efficiency and effectiveness of the Incident Management process till resolution
  • Communicate to Leadership via the standard communication process on major incidents (P1/P2)
  • Communicate with management and multiple support teams via internal communication channels on progress and updates on incidents (Skype / Slack) Review, update and make recommendations for the Incident Management process
  • Ensure that all IT teams (systems and network) follow the ITIL Incident Management process for every incident
  • Coordinate and manage the Incident Management process with service providers and third-party vendors on agreed global and local SLAs
  • Responsible for the complete process adherence and handling of incidents according to SLAs
  • Including troubleshooting and service restoration (App / Web servers, Routers, Switches) Responsible for acting as an escalation point to expedite incident resolution to meet SLAs
  • Respond efficiently to alerts and alarms on detection of events/incidents utilizing multiple monitoring tools and emails
  • (Netcool, BAC, Dynatrace, Orion, AppDynamics) Assist with requests from multiple support teams on scheduled changes and troubleshooting bridge calls
  • Setup Bridge calls via Skype for Business/Dial-in or Notify via ServiceNow for major incidents with support teams
  • (Skype and ServiceNow) Follow the Problem Management process to reduce MTTR and overall incident counts on recurring/known issues with vendors and internal teams
  • Follow up with internal teams and external vendors on assigned / pending incidents for RFO (Reason for Outage)
  • Prepare and update run books for new procedures or if there are any changes to existing ones
  • (Documents and Architecture drawings) Represent the MTOC at Operational Readiness meetings
  • Provide timelines and metrics on major incidents to leadership (P1/P2) Prepare reports for leadership on incidents for past 24 hours
  • Host the Daily IT Operations meeting to report past 24 hours incidents
  • (Internal and Client) Continuous training operators and mentor new hires in the MTOC
  • All other duties as assigned.

Production Service Analyst

Visa Inc.
Ashburn, VA
12.2012 - 07.2016
  • Monitor e-commerce production systems (ecommerce payment management) platforms and IT processes for CyberSource Small Business
  • Monitor and troubleshoot various applications and network performance through the use of various Network Management and Application Monitoring Tools in the production environment
  • Troubleshoot hardware alerts on the production platform (Routers, Switches, Servers, Database) Coordinate scheduling of emergency and scheduled Network and System changes /maintenance activities with Telco Carriers and Vendors and Customers
  • POC for coordinating and managing scheduled daily changes on production environment for systems and networks for all groups/teams in the company
  • Prepare end of shift reports for team and management and escalate accordingly to the appropriate teams for resolution
  • Use MS-SQL to query database for reporting, impact assessment and incident troubleshooting
  • Use Splunk to query production environment health check on servers or an application during an issue to determine severity, customer impact and security breaches if any and to isolate them
  • Use Splunk to query server errors (4xx, 5xx) and isolate the issue to mitigate client/business impact
  • Use LDAP to query data in databases in the windows environment (User authentication/authorization etc.) Support and Monitor RSA Token for Logins (Hard and Soft Token) Work with Clients (Internal and External) to troubleshoot systems and data issues
  • Troubleshoot and resolve Incident tickets, respond to internal customer calls and escalations
  • Work in a Windows environment, including experience with Microsoft IIS as well as Linux environment
  • Worked with Remedy and ServiceNow ticketing applications
  • Document and Update procedures on SharePoint
  • Meet SLA’s and keep Management apprised as per the escalation procedures.

Production Engineer – Network /Systems

WebMD.
Ashburn, VA
02.2011 - 12.2012
  • Provide Tier 1 support of Network Operations to include monitoring of network devices and Telco circuits via Zenoss monitoring system to ensure Network performance
  • Coordinated scheduling of emergency, and scheduled network maintenance activities with Telco Carriers and hardware Vendors
  • Expertise in configuring and troubleshooting routing protocols like RIP V1/2, OSPF, EIGRP and BGP (routers, switches, access points) on the WebMD network
  • Provide Tier 1-2 support to Consumer Web operations and Professional Web operations
  • To include monitoring of Web applications and Web servers to ensure optimal system performance and user experience
  • Application: Monitoring, Deployment and Maintenance - requests to QA, Performance, Production, Disaster Recovery environments, in support of Consumer Web operations and Professional Web operations
  • Develop Standard Operating Procedures (SOPs) for resolving critical and company-sensitive issues
  • Configure switch ports for hosts per request (Cisco, Foundry, Juniper, IBM) Hardware Break/Fix of various flavors of Dell PowerEdge Servers (1950,2850, R610, 620,720xd) Troubleshoot, Run Diagnostics and iDRAC configs on Dell Servers
  • Monitor and Maintain Storage: Nimble, NetApp & 3PAR Monitor Telco circuits (T1’s & DS3) and open tickets with Vendor for RFO
  • Create Conference Call accounts for users (Hi-Def, Intercall & Rivermine) Performed configuration changes to network switches and vpn’s as requested by System owners & Site Operations personnel
  • Executed queries in SQL Server 2008R2 database and compiled reports for customers
  • Provide 24/7 on call coverage on rotating schedule
  • Prepare and send shift report with status of on-going issues/ outages during shift for on-coming shift and upper management.

Network Operations Center – Engineer II

Network Solutions.
Herndon, VA
03.2009 - 02.2011
  • Monitor and perform administrative duties on multiple platforms consisting of, but not limited to: Solaris, Linux, AIX, Windows Servers (2000, 2003 & 2008R2), Windows XP, Windows 7 Professional, IIS, MSSQL and Microsoft Exchange environments
  • Worked with SQL Databases
  • Retrieve, move and restore Databases for customers
  • Worked with VMware
  • Troubleshoot critical alarms, diagnose problems, determine course of action, repair and/or escalate to respective groups / individuals
  • Responsible for troubleshooting/correcting/escalating customer email/webmail and web hosting issues
  • Performs user account administration on multiple platforms (Active Directory) Handles any and all hardware and software-related transactions for the company server environment
  • Develop Standard Operating Procedures (SOPs) for resolving critical and company-sensitive issues
  • Responsible for creation and submission of detailed daily activity reports for the CTO, VP of Network Operations and Manager’s
  • Interact with multiple vendors on a daily basis
  • (Warranties, SLA’s) Interact on a daily basis with corporate staff on all levels (Managers, NetOps, SA’s and DBA’s) Responsible for arranging local, regional, national and international conference calls / bridges to resolve critical outages or platform maintenance
  • Prepare status reports of the Network Activity for VP- Operations, NOC Managers and NOC Personals on any current Critical outages / maintenance
  • Resolve customer opened SR’s (space issues, login’s, DB recovery / DB shuffle) Escalate critical customer issues to respective teams
  • Responsible for ordering replacement parts from Vendors (drives, power supply’s etc.) Monitor all Network devices (Routers, Firewalls, Switches, AP’s, OOB) for alarms on outages and network attacks
  • Use TCP, BGP and OSPF routing protocols to troubleshoot network devices (routers, switches, access points) on the network.

NOC Engineer

MidAtlantic Broadband
Chantilly, VA
03.2009 - 11.2010
  • Monitor the internet and phone services provided to servicemen and guests at the hospitality facilities on US Air Force Bases (US and overseas) Monitor and Troubleshoot all Network Equipment (Routers, Servers, Switches, DSL Modems and Wireless Access points) Use TCP, BGP and OSPF routing protocols to troubleshoot network devices (routers, switches, access points) on the customer end network (Internet and phone) Monitor and troubleshoot Network Gateways (PFSense, IP3, Nomadix 3000) Cisco Call Manager (Publisher / Subscriber) Nevotek (PMS – Property Management System) Monitor and Troubleshoot Vendor installed Routers and Modems (Verizon, AT&T, Quest) Troubleshoot internet connectivity issues with guests over phone
  • Troubleshoot / configure devices with Techs onsite
  • Escalate and open trouble tickets for unresolved issues to Engineers and Site Techs
  • Prepare shift reports and turnovers for on-coming shifts.

Consultant

3Soft USA Inc.
Vienna, VA
10.2008 - 03.2009
  • Teach/mentor one-on-one and in a group of 2 to 6 students in: A+, Network+ & Office 2k3
  • Update/install switches/routers/hubs for network connectivity for 30+ PCs
  • Resolve and troubleshoot student(s) issues with hardware, software and operating systems
  • Recommend, evaluate and purchase IT assets to keep up to date with current technology
  • Maintain inventory of all 3Soft USA Inc
  • IT Inventory using Microsoft Excel.

Network / Help Desk Team Lead

AOL (America Online)
Dulles, VA
07.2002 - 09.2008
  • Project Team lead for a $2M corporate phone migration – Siemens digital to Avaya VoIP for over 10,000 users nationwide all AOL campuses
  • Engaged in complex deployments of Avaya VoIP, Cisco, Foundry, Sun systems, EMC, Tandem, HP and Bay equipment for 9 Data Centers across the US
  • Install LAN, WAN and Wireless Networks
  • De-commission of SLA or Non-functional Network Equipment and Cables
  • Install, manage and maintain structure cable infrastructure for Data Centers and Office buildings nationwide for data/voice, satellite TV and wireless access points
  • Co-ordinate daily moves and changes with Facilities and Internal Computing
  • Managed User Accounts – Add to groups, passwords and permissions
  • Desktops & Laptops – Break /Fix, upgrades, SLA on Leased Equipment
  • Install & Troubleshoot Network Printers
  • Weekly meetings with IC and Facilities pertaining to Campus Changes
  • Installed and maintained all cable installation for security cameras and access badge readers for six AOL campuses located in Northern Virginia
  • Resolved PBX phone system issues and performed general punch-down block maintenance
  • Install, Terminate and Test Cables – Cat3, Cat5, 5e, Cat6, Cat7, Fiber Optics
  • X-connects for Analog lines for Fax Machines and Polycom – Star phones
  • Maintained detailed documentation of network changes and user account access
  • Make recommendations / suggestions for System upgrades.

Network Technician / Systems Administrator

EDS (Electronic Data Systems)
Chantilly, VA
11.2000 - 03.2002
  • Conducted site survey with post Commander of U.S
  • Army National Guard (DTTP Program) Presented and supplied VISIO diagrams, charts, etc
  • To Post Personnel
  • Served as Team Lead of 10 Contractors to migrate from Win 95 to Win 2000 for over 1000 desktops
  • Installed Distance Learning network classrooms for U.S
  • Army National Guard (Western Region)
  • PC’s, Servers, AV/VTC – Multimedia Systems for DTTP Federal Program
  • Setup and troubleshoot multimedia, and VTC equipment (ATM, KVM switches, terminal servers, Creston Units, video casters/video cache cameras and UPS)
  • Provided Tier II Tech support via Phone, Email and VTC.

Education

Bachelor’s Degree in Commerce -

Commercial University
05.1992

National English High School
06.1984

Skills

  • Windows Os (XP, Vista, Win 7 – 10)
  • Apple Mac
  • Win Server 2003-2012 R2
  • Unix
  • Linux Red Hat
  • CentOS
  • VSphere
  • Office 365
  • Visio
  • PowerPoint
  • Incident tracker
  • BMC Remedy
  • ServiceNow
  • Numara Incident Tracker
  • HiDef
  • Rivermine
  • HP Server Administrator
  • HP Network Administrator
  • Splunk
  • MS SQL Server 2008 R2
  • SharePoint
  • Skype
  • Cisco WebEx
  • XMatters
  • Adobe Connect
  • Slack
  • Microsoft Teams
  • Everbridge
  • WUG (What’s Up Gold)
  • Nagios
  • Netcool
  • Site scope
  • SolarWinds Orion
  • Keynotes
  • Zenoss Enterprise
  • HP Open View
  • Thousand Eyes
  • Dynatrace
  • AppDynamics
  • MoogSoft
  • ScienceLogic SL1
  • Technology Integration
  • Procedure Optimization
  • Stakeholder Management
  • Employee Coaching
  • Key Performance Indicators
  • KPI Tracking
  • Business Planning
  • Goal Attainment
  • Productivity Improvement
  • Standard Operating Procedures
  • Operational Excellence

Certification

  • CompTIA Network +
  • ITILv3 Foundation

Clearance

Secret Public Trust

Languages

English
Professional
Spanish
Limited
Gujarati
Professional
Hindi
Professional

Accomplishments

  • Recognitions from Clients End to End incident management
  • Recognitions from Senior Leadership for Excellent Customer Service
  • Recognitions for Leadership and Mentoring

Affiliations

All Sports and Outdoor activities.

Timeline

Sr. Operations Manager– Platform Operations

NTT Ltd.
06.2018 - Current

Incident Manager

Atos.
07.2016 - 05.2018

Production Service Analyst

Visa Inc.
12.2012 - 07.2016

Production Engineer – Network /Systems

WebMD.
02.2011 - 12.2012

Network Operations Center – Engineer II

Network Solutions.
03.2009 - 02.2011

NOC Engineer

MidAtlantic Broadband
03.2009 - 11.2010

Consultant

3Soft USA Inc.
10.2008 - 03.2009

Network / Help Desk Team Lead

AOL (America Online)
07.2002 - 09.2008

Network Technician / Systems Administrator

EDS (Electronic Data Systems)
11.2000 - 03.2002

Bachelor’s Degree in Commerce -

Commercial University

National English High School

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