Divya Singh Email & Phone Number

The Hague, South Holland, Netherlands

•Working closely with the clients to capture client sentiment and requirements.Managing the Global Service Delivery for the 1st line application support team• Ensuring all client expectations are met and handling client/customer escalations• User experience and seamlessness of support between 1st and 2nd line support• Preparing and handling Monthly Service Reviews with the clients• Producing multiple Service reports to analyze team performance each month, quarterly• Regular analysis of ticket hygiene, process and knowledge assessment of members • Daily/Weekly scrum calls with team members to ensure operational alignment globally• Reviewing Incident/Problem Management for the team

Bengaluru

Worked as Linux Administrator for IBM - Cloud : WPP project• Working as Senior Operations Professional for WPP-Cloud• Performing patching for the existing Linux VMs• Installation of monitoring and patching tool AMM across all servers.• Installation of Anti Virus on Linux VMs• Installation of IEM/ITM (montioring tools) for existing VMs• Server Hardening for the newly built servers as per IBM Security standards• Performing health checks for all Linux servers• Creating and Executing Test Scenarios for the Linux environment• Defect Analysis of failed VM builds• Creating architectural documents for the WPP environment• Creating PPWI's for the Linux environment

Bangalore

● Shift Lead for the existing team● Installing/Troubleshooting with Splunk – log management tool for TBE● Troubleshooting high CPU loads/Memory issues with Linux servers● Fixing file system / disk space issues● Troubleshooting/Server restarts when application is down● Taking heap/core dumps during issues● Troubleshooting mount point issues● Scheduling jobs through “cron”● Performing database restore● Performance Tuning of the servers under TBE ● Monitoring OEM and also setting thresholds for alerts● Release management - patches and upgrades to the existing infrastructure● Incident Management – responsible for handling Sev1s and Outages

Bangalore

Work Experience: Employer : Tata Consultancy Services, Bangalore Period: Sep ’10- current-----------------------------------------------------------------------------------------------------------------Project Name:SAP Labs India – ByD and SFSF Period: Nov ’12 – currentByD (Business By Design) is a cloud architecture designed by SAP targeted for small businesses.SFSF (Success Factors) is another company acquired by SAP recently, and also focuses on providing cloud support to their customers.Roles & Responsibilities: • Working as Systems Administrator for both ByD and SFSF environment.• Working as Shift Lead with the team and also managing the team technically• Working and troubleshooting server issues in the Solaris/Linux(Zinglx) environment.• Doing Server Health checks and providing server support.• File System management including clearing disk space issues.• Using various tools to manage the servers. • Checking performance of the servers.• Optimization of the Server monitoring tool – ZABBIX• Incident management and dispatching for ByD landscape.• Troubleshooting on issues in the ByD environment.• Taking backups in the ByD environment.• Creating Process and Technical Documents for the SFSF environment

Bangalore

Project Name:SUPERVALU, USIt is the third-largest food retailing company in the United States with its head quarters located at Eden Prairie. It has been in business for over a century. SUPERVALU reaches millions of families with the products and services they need through owned, licensed, franchised and affiliated stores.Supervalu has various retail chains under its banners like Acme, Albertsons, Shoppers etc.Roles & Responsibilities: Deliver L2 level; for retail applications. Monitoring various production servers for failed jobs and killing hung processes if necessary. Performance monitoring of servers.Responsible for working with teams, vendors and make sure that all retail applications and events are properly managed.Incident Management on escalated issues. Responsible for managing store applications Responsible for maintaining the SOP documents for Retail Applications. Providing Knowledge transfer sessions and cross training. Responsible for maintaining and updating knowledge documents for Retail ApplicationsAlso troubleshooting on various corporate applications like Citrix and VPN.

Bachelor Of Engineering, Computer Science Engineering

Activities and Societies: Students Council board member

Intermediate (+2), Physics, Chemistry & Maths

Activities and Societies: Ecological Club Social Service League

High School, Geology/Earth Science, General