Operations Manager

• Nov 2022 - Present

Senior Project Manager

• Jul 2022 - Nov 2022

Manager

• Apr 2021 - Jul 2022

Service Project Manager

• Sep 2015 - Mar 2021

Handed a 20-member team with different technologies in a support project.Led Team responsible for preventative maintenance, level 1-3 technical support, repair and root cause analysisParticipate in major incidents and help the team resolve the issue without breaching SLA.Tracks and drives improvement on departmental Key Performance Indicators like SLA, MTTR reduction.Participating in CAB (Change advisory board) calls for new releases/changes to production and making sure nothing is breaking. Analyzed ticket metrics and led changes to reduce ticket volume.Identified, developed, and implemented Standard Operating Procedures.Analyze the tickets and Involved in the calls with all the stakeholders and update the key KPIs and future improvement plans. Show less

SAS Programmer

• May 2011 - Aug 2015

Involved in managing and preparing business case scenarios to validate the end user requirements. I used to write new SAS routines, maintain and modify existing SAS programs to include Macro variables to improve the program usage, eliminate redundant programs and increase the efficiency of the overall process on SAS BASE V9.3 Mainframe platform

Mainframe capacity planner

• Oct 2008 - Apr 2011

Responsible for performance analysis and system-level tuning for a multi-LPAR Z10 EC and 6000 MIP z/OS 1.13 mainframe environment. Designed and coded a wide variety of SAS programs to evaluate z/OS CPU, I/O and storage performance statistics. These programs extracted and utilized a variety of source data, including: MICS and raw SMF records.