Keshab Saha Email and Phone Number

• Delivery management - supporting Adobe AEM enterprise customers in AWS & Azure• Manage multiple competing priorities with dependencies among different tracks – Product Upgrade, Performance Analysis (of customer’s environment), Monitoring, Business Process Automation (via ServiceNow). • Technical Project Manager in ServiceNow development track, looks after implementation of new business process & service offerings of Adobe AEM Managed Services. Ensuring accurate service management reports and dashboards for leadership & customers.• Interface between Adobe Managed Service team and customer facing engineers to resolution and assist in customer deliverables, root cause troubleshooting, proactive problem resolution.• Identifying operational area (within Adobe Managed Service offerings) where operational toil can be reduced via DevOps / automation; managing Cloud Automation Engineer team & drive the execution & implementation.• Planning and executing future roadmap/ strategies for team/track in-line with business goal.• Builds and sustains collaborative relationships and alliances between various tracks and team across geographic boundaries to drive business metrics / KPIs etc.

• Executing various ITSM/24x7 productions Support projects as Service Delivery Manager o NASCAR, MGM Resort, Capella, Visit Florida, IHG: Adobe CQ / AEM tech stacko CITI, Harley Davidson – LAMP stacko Norwegian Cruise Line , ASR – Drupal tech stacko Clas Ohlson – Hybris tech stack • SLA bound Service Delivery, Lead 24x7 distributed L1 Service Desk (NOC) & L2/L3 support team with a target of measurable incidents and alert reduction plus effective problem control and proactive monitoring.• As ITSM Process Architect, implemented PaaS model Service Desk for internal and external clients (Bacardi, Henkel, KPMG etc.) - defining & setup ITIL based process like Incident, Change, Problem, Service Request catalog, release etc. in ServiceNow. End to end IT services & process implementation which includes customization and administration• Assess emerging technologies that can be leveraged to enhance service delivery productivity / improvement and reducing operation cost. Products (DevOps, Monitoring Tool) evaluation, product finalization, finding scope of automation, implementation and roll-out.• Project on boarding (Service Transition), SLA & Offered Service management (Service Design), ensuring project go-live readiness (Service Operation) and Quality Control (Continuous Service Improvement), technical & operational risk analysis & mitigation plan and management.• As part of pre-sales team involved in effort estimation, solutioning and pitch presentation.• Implement 360-degree approach of pro-active infrastructure monitoring for content and ecommerce projects.• Mentoring team on technical & functional delivery management.

• Led the Solution Team - architecture & design, development, deployment, data migration, release & configuration management for applications in CRM, Industrial, Energy and HealthCare domain in J2EE-Oracle-Linux-Open source platform.• Monitored solution quality (service delivery management) and ensured operation excellence to the business.• Ensured process improvement across projects like GE Money, GE Oil & Gas, GE Infra - assess business impact of specific technologies/strategies, leveraging existing investments effectively wherever applicable.• Engage with client and develop (for client) technically feasible long-term IT strategies and plans, involved in ITIL process implementation in projects like GE Money, GE Oil & Gas (application and server support).• Managed local development / testing environments on software and hardware level including SVN/CVS implementation and maintenance.• Responsible for third party software evaluation, RFP/RFI response, coordinating with various solution teams and delivering solution presentation to the customer.• Conducted product evaluation (TFS vs. JIRA) and implemented (change management) application lifecycle management product MS Team Foundation Server in Genpact Software.

• Led a team of 20+ personnel (Subject Matter Experts, Software Developers, Technical Writers, Content Developers, Test Engineers, Multimedia Specialists and Support Staff) and established process for project management.• Managed projects from various accounts like GE Water, GE HealthCare, GE Corporate, GE Infrastructure, Knowledge Planet, etc.• Involved in budgeting, estimation, scope management, project plan & execution, resource allocation, staffing plan, FMEA plan, stakeholder communication, expectation setting, etc.• Improved process for attaining critical success factors and improving quality & productivity benefits.

• Acted as GE ETI Infra team member and later as Project Manager (Complete service operation – incident, problem & change management, continual service improvement, customer relationship building and account mining).• Involved in L2/L3 level 24x7 support, administration & maintenance of servers and environments (Urchin, Interwoven, Vignette, Virtuozzo, VBCS, Nagios, Jboss, Tomcat, Apache, etc.).• Handled the entire execution and management of scheduled deployment of new intranets and site updates for InsideGE, GIS and GE.com.• Involved in the installation, configuration, template creation, administration & troubleshooting, backup and application migration in Virtuozzo (a Linux based enterprise server virtualization).• Implemented Nagios 2 for monitoring all GE.com stage and production servers (80+).

Led a Service Desk Support and Linux-Administrator Group of 8-10 personnel, reported to the CTO and handled the entire management of local and datacenter servers and application.• Implemented open source ticketing system (OTRS) including open source based development / testing environment for all Developers / Testers in offshore centre.• Involved in the design, implementation & administration of production servers (Linux 8.0, Fedora Core ½ and Windows2000), SSL device and Firewall device. • Monitored performance and tuning of Apache, Tomcat, MySQL in production servers and developed Shell/Perl Scripts for various automation tasks.

Reported to the Manager and involved in application / web development / Linux Administration using Java, JSP, XML under RedHat Linux and ensuring timely project delivery to the clients.• Involved in remote administration of Linux production server.• Installed and configured Mail Server (Qmail, Sendmail), Web Server (Apache), Jakarta-Tomcat integration with Apache, Samba implementation, etc.

Major role in software & web application development under Windows/Linux environment including software testing, making help files and technical documentation for the developed software's.

Successfully headed the technical team in Kolkata zone and provided technical support to different divisions and departments throughout the region.

Ensured network administration in WinNT and software development in Foxpro2.6/Visual Basic5.0.

Ensured system administration in Unix3.2, Novell3.12/5.0 & WinNT4.0 - installation, configuration, maintenance. As Faculty, took regular & corporate batches in subjects like UNIX, C, Novell & Oracle.