Tom Joseph Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Melbourne, Australia

Melbourne, Australia

Bangalore

Bangalore

 Supervised and lead NOC operations for Pega Cloud NOC. Well versed with Command Center operating environment and major incident management. Leads the interactions with the client management teams. Part of the operations manager’s group responsible for people management. Operations manager for a team of 12 members. Accountable for proving the infrastructure support to various customers subscribed to Pega in cloud platform. Point of contact for SLA’s, escalations and concerns for customers. Co-ordinate the incident bridge lines and issue service notifications for high severity incidents. Ensure resources are available to provide superior technical support and customer experience during support hours. End to End responsibility during high severity incident scenarios, this involves bringing in necessary skill sets, communication to both internal and external stakeholders. Driving RCA documentation in liaison with higher level technical teams. Liaison with counterparts around the globe on issues & updates. Represent in Change management meetings and effectively use available skill sets in the meeting to drive efficiency in processes and ensure tickets eligible for change is approved. Manage relationship to system vendors and internal customers. Responsible for delivering on the SLA parameters for team. Responsible for the hiring of new resources. Accountable for problem escalation and notification to management. Gathers, tracks and reports productivity metrics on daily/weekly and monthly basis. Formulate training need analysis, guide and mentor members for high levels of performance. Creating SOP to resolve the problem and ensure process adherence. Ensure high motivation of the team.

Bangalore

Key Deliverables Key role in supervising 24x7 Wells Fargo Command Center for server operations Well versed with Command Center environment including different server OS technologies. Part of the Shift-Leads group responsible for people management. Liaison with counterparts around the globe on issues & updates. Representing the team in daily ready for business and end of the day calls. Accountable for problem escalation and notification to management Responsible for delivering on the SLA parameters for team Gathers, tracks and reports productivity metrics on daily/weekly and monthly basis Identify problem areas and alternative solutions thereby implementing effective and efficient corrective actions Involvement in new projects for closure within timelines Organize performance reviews along with the delivery managerHardware Monitoring Tools Implementation (Project)Description: This project is aimed to address the currents gaps in handling the hardware failure alerts on servers and to attain more efficiency in reporting the predictive failures. It involves supervising the end to end implementation of the server hardware monitoring tools which includes Dell Open Manage Essentials, HP System Insight Manager and IBM Systems Director.  Vital role in installation and configuration of hardware management tools Accountable for Application configuration and maintenance. Involved in version control and upgrades Accountable for testing the agent install and removal. Involved in application certification and providing application BCP testing Creating and handling changes in the application environment Responsible for performance monitoring & tuning for the application Engaged in vendor management & Primary vendor contact Creating the knowledge base for process & procedures Generate reports and review the quality on completed tasks Ensure SLA’s are met as per the agreement

Thomson Reuters is the world's leading source of intelligent information for businesses and professionals. Thomson delivers critical information to leading decision makers in the financial, legal, tax and accounting, scientific, healthcare and media markets. I was a part of the Thomson Elektron team, the technology which delivers data at ultra-low latency.Key Deliverable's Ensuring that business critical checks are followed and that all scheduled events are completed correctly in a timely and efficient manner. Perform pre & post checks for market open, change execution & incident recovery. To ensure that all work is carried out in accordance with the requirements of the Quality Management System operated in the respective site. Identify and report deficiencies in systems, services and procedures, and ensure that corrective actions identified are completed. To ensure that customers and respective help-desks receive timely and accurate advice of service problems. Engaged in administering and maintaining the Linux & Windows servers. Preparing exception reports and reports on major service incidents Carry out scheduled system software and hardware upgrades as directed through the Change Management System Service Support Escalation (Lateral & Vertical) for high severity service affecting incidents. Monitoring the server health using various scripts and monitoring tool and perform the immediate action

Bangalore

 Worked as Shift Manager and involved in infrastructure support activities for a banking major. Supervised, overseen and executed infrastructure level changes on mission critical servers and storage devices. Worked with the transition management team for the successful transition of the project. Point of contact for all the infrastructure related issues and change management activities. Accountable for bringing up Linux/Unix and windows servers remotely. Performing sanity checks on the servers remotely. Overseen various storage devices (SAN& NAS) and running the checks on the storage devices after the break fix work. Synchronized with on-site vendors during break fix work, liaised with Business Users for requesting Server Downtime/maintenance time Created change management requests by co-coordinating with various server owners around the world, and facilitating the execution of the work with the hardware teams Overseen interaction tools where the various business units send queries and request for production environment issues and updates on change requests Escalation of higher severity issues to higher level teams via emails & ticketing tool and working on their action items. Failing over and failing back of services across clusters, Normalization of VCS clusters for break fix work. Running the checkouts and signing off the hosts after successful completion of break fix work.  Liaising with engineering teams for various fixes. Co-coordinating the outage bridge calls with various business units and technical teams. Execute scripts and documented commands to complete application check-outs after scheduled work/upgrades Notify users and supporting groups during outage situations and manage outage calls.