Manohar Rao Email and Phone Number

Providing leadership and direction to Business Operation teams by closely partnering with developers to design, build, implement, and support technology services of Employee Digital Experience solutions. ensure operational criteria like system availability, capacity, performance, monitoring, self-healing, and deployment automation are implemented throughout the delivery process. Business Operations plays a key role in leading the DevOps transformation at Mastercard through our tooling and by being an advocate for change and standards throughout the development, quality, release, and product organizations.

The role of business operations is to be the production readiness steward for the platform. Ultimately, the role of biz ops is to align Product and Customer Focused priorities with Operational needs.Role • Engage in and improve the whole lifecycle of services—from inception and design, through deployment, operation and refinement.• Analyze ITSM activities of the platform and provide feedback loop to development teams on operational gaps or resiliency concerns• Support services before they go live through activities such as system design consulting, capacity planning and launch reviews.• Maintain services once they are live by measuring and monitoring availability, latency and overall system health.• Scale systems sustainably through mechanisms like automation, and evolve systems by pushing for changes that improve reliability and velocity.• Support the application CI/CD pipeline for promoting software into higher environments through validation and operational gating, and lead Mastercard in DevOps automation and best practices. • Practice sustainable incident response and blameless postmortems.• Take a holistic approach to problem solving, by connecting the dots during a production event thru the various technology stack that makes up the platform, to optimize mean time to recover• Work with a global team spread across tech hubs in multiple geographies and time zones• Share knowledge and mentor junior resources

· Plans, organizes, and directs the activities of a team of technical support engineers.· Supervises the work of the team by facilitating and tracking case status; identifying problems and issues; allocating appropriate resources; and ensuring KPIs and SLA’s are met on schedule and at the highest levels of quality.· Selects, trains, motivates and evaluates personnel; establishes and monitors employee objectives; prepare and present employee performance reviews; provides or coordinates staff training and education; works with employees to correct deficiencies and fully develop strengths; coaches, mentors and implements progressive coaching as necessary.· Conduct gap analysis and needs assessments from a technical and customer perspective.· Acquire & coordinate resources from other groups as needed to resolve customer situation.· Represent NICE professionally in customer facing engagements both internally and externally.· Actively seeks out opportunities to increase the breadth and depth of knowledge in relation to the business, process and operational needs.· Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.· Maintain ongoing strong working knowledge of NICE products.· Exercise solid judgment in determining which issues should be escalated to Senior Management.· Identify and report systemic issues causing complaints & escalations, work with business owners to implement changes that promote and increase positive Customer experiences.· Sets Customer expectations and customer deliverables.

• Managing the activities of a group of Technical Engineer’s responsible for providing Technical Customer Support in resolving customer issues, within the areas of Technical, Product & Process expertise.• Ensuring the delivery of consistent & predictable customer experience through adoption of leading indicators quality audits.• Led global team of engineers supporting Remedy ITSM & BMC TrueSight Operation Management, BMC ProactiveNet Performance Management while fulfilling Global Virtual Manager responsibilities• Handling management escalations, where it requires interaction with sales, account management team, Engineering team, and customer’s management.• Involved in Vendor management, profile includes interacting with vendors on regular basis to ensure proper coverage from product standpoint.• Managing the resource allocation for various products and a part of headcount model to work on various requirements of the headcount in the project.• Involved in overall growth and development of the employee, setting up goals, development plan and working towards the execution.

- Lead Technical Support Analyst on the critical Performance and Availability(P&A) products, specializing in the BPPM and Event and Service Management.- Product Line coordinator, involved in the planning of releases from supportability requirements to strategic choice thanks to the strong customer background of the support organization.- Leading a team of engineers responsible for customer support of BMC ProactiveNet Performance Management

Providing product support and analyzing product failures to provide Solutions to customers (including Fortune 500 Companies) using BMC’s Enterprise Event and Service Impact Management Solutions like:• Patrol Enterprise Manager (PEM)/Patrol Explorer, • Patrol Integration with PEM/BEM• BMC Service Impact Manager (SIM) ,• Remedy ARS (Action Request Server) for ITSM.• IT Service Management (ITSM) Helpdesk and the• BPM Portal (agentless monitoring).

• Managing Unix Servers like IBM AIX, Sun Solaris• Installation, hardening and tuning of OS like AIX, Sun Solaris, Linux, Windows 2000 and 2003 • Creating shell script for day to day activities in Unix.• Backup planning & recovery.• Configuring Backup using Veritas, Seagate, and NTBackup Software.• Configuration and managing Windows 2000/2003 ADS, DNS, DHCP• Configurations of Windows Server Update Service (WSUS) for centralize security patch management. • Monitoring and tuning performance of servers and application for making optimal use of the system resources.

• Manage server environments with HP–Unix/Linux/NT/2000 operating systems including network and the applications running on it in accordance with the Service Level Agreement• Implementation of Postfix Mail Gateway Server on RHEL AS 2.1. • Installation, hardening and tuning of OS like HP-UX, Linux, Windows 2000 • Oracle Installation and Database creation on HP-UX and Linux.• Configuration of oracle hot/cold backups.• Backup planning & recovery.• Monitoring and tuning performance of servers and application for making optimal use of the system resources.

• Configuration and managing of Windows 2000 ADS.• Installation of software like OS, Antivirus, Mail clients, SAP Applications • Maintaining a smooth flow of calls in day-to-day activity of block by using Remedy Management. • Maintenance of PC’s connected in LAN with more than 500 nodes. Providing online help to junior engineer.• Resolution of calls using remote software like System management server and Dame ware Mini Remote Control.• Creation and maintenance of user accounts, groups in Active directory.