Candidates About

KiranTammiraju

SUMMARY                Experience of 30+ years in software industry, leading and managing IT operations, Technical /Infra/ Application support, IT Project management, IT Program Management, IT Incident Management, IT Problem Management, IT Change management, IT Compliance and Governance, IT Disaster management, Vendor Management and expertise in preparing budgets, annual operating plans, PCMM 2.0 trained. ITIL Foundation 2011 Certified, sound knowledge in ETL Tools, Cloud Services, Hadoop/Big Data administration and data analyst concepts and tools, Cloudera certified Hadoop Data Analyst using PIG, HIVE, IMPALA, SQOOP, FLUME, MapReduce etc. Trained by SAP on SAP HANA (SP07) Data Modelling and Data Provisioning.

EXPERIENCE

 

Jun ’10 to Till Date    FLEXTRONICS INDIA PVT LTD                                                               Chennai, IN                                Senior Manager, ERP Tech Support

Leading a team of 75 members for global ERP Tech support operations, spearheading technical specialists in the areas of Baan ERP Tech Support, SAP Basis Support, Unix administration, Database administration, B2B application Web Methods Tech Support, Logistics Application Red Prairie Tech Support, Infrastructure monitoring solutions.

 

●     Application Tech Support:

o      Managing ERP Technical Support operations in highly complicated high availability architecture and maintained SLAs on helpdesk tickets at 99.95%

o      Managed 40 plus ERP instances in global setup, with database sizes in excess of 10TB per instance and batch jobs in excess of 10000 with complex setup via Tivoli application. Production instances are in High Availability cluster setup.

o      Involved in the sizing of infrastructure (servers, network bandwidth, DR setup, backup/retention requirements, monitoring etc.) for the ERP instances during platform migrations or upgrades.

o      Effective communication to stake holders on any application outages, acting as spokesperson for the group, while providing technical support, analysis and diagnosis within the support teams.

o      Motivated multiple groups in a matrix organization on multiple initiatives.

o      Highly energetic and customer focused.

o      Escalate to product development groups for bug fixes to ensure end user requirements match with product development’s delivery.

o      Designed reconciliation reports to prevent non-compliance issues early on, this reduced gaps to less than 5%

o      Streamlined application code deployment processes and arranged once a day schedule, while making provision for emergency deployment requests, setting expectations to business users and developers, stakeholders of the process.

o      Did number of kaizen projects to reduce process time and increase efficiency of service delivery and productivity of team. One example is: TEST system data refresh process, where the process time has been reduced from 7 days to 3 days, increasing the system availability to implementation teams and test users.

o      Implemented Kaizen in reducing planning & execution time of software code deployment, thus reducing the downtime for critical ERP applications from 6hrs to less than 2 hrs, resulting in $$$$ savings in millions for multiple manufacturing sites globally. Business was appreciative of that effort which helped them plan their manufacturing floor operations better and efficiently.

o      When one of the sites have issues with a new printer they procured, guided the site IT with solution. Site IT manager was very appreciative of the solution. Another site implementation needed new user access on high priority bypassing certain set controls and policies. Obtained senior management’s approval and met the operational/business requirement and met the control requirements subsequently. Site was appreciative of that help.

●     Disaster Recovery Planning & Execution:

o      End to end planning and execution of IT DR strategy of mission critical Enterprise applications, involving all stake holders across application landscape.

●      IT Change Management:

o      Chaired IT Change Management Board meetings (CAB) in Enterprise IT data center environment, preparing agenda, communicating changes ahead of meeting to all involved parties, addressing emergency changes etc.,

o      Project managed corporate data center maintenance activities, providing very professional outlook of the scheduled activities to the executives and setting up expectations to business community about predictable system outage window.

o      Led team to follow change management practices, this raised application availability for users to 99.99%

o      Planned Data Centre shutdown schedules by publishing corporate Data Centre shutdown calendar every year keeping in line with finance month schedules avoiding conflicts and impacting finance users.

●     People Management:

o      Maintained 90% accuracy on forecasting for manpower planning

o      Hiring FTEs, Interns, Campus hires and Contractors in technical support areas.

o      Created opportunities for the team to work on new projects and technologies and maintained attrition below 15%

o      Groomed and ensured one employee takes one training every month by organizing internal, cross functional, external trainings.

o      Setup reports useful for IT Operations and application support via Business Analytics tools such as Business Objects, to help with application growth and capacity planning.

o      Developed and defined Standard Operating Procedures, this reduced manual error in processes by 90%

o      Prepared many knowledge articles and shared with support teams.

o      Brought in significant process changes when a service issue was mishandled by team member and was escalated to executive management and came to my attention very late in the chain.

o      Moved non-value add activities to another team, which ideally functionally belongs to their team, but was managed by my team due to legacy setup.

o      Managed escalations from end users, delegating the team for timely resolution while providing effective communication to users giving them periodical status updates.

o      Guided team in technical and non-technical aspects.

o      Managing shift arrangements, transport arrangements, expense control for the team. Arranged team building activities to keep team morale high.

o      Managing cost center, providing budget forecasts in hiring and other CAP-EX and OP-EX areas.

 

●     IT Technical Trainings (Internal & External) Program Management:

o     Program managing IT technical trainings, making use of 70 plus internal technical skills and ensuring technical skill/knowledge sharing across functional groups. Introduced new courses such as Project Management, Advanced Unix training, Advanced PL/SQL Programming training etc. which proved to be great success among various IT groups.

o     Developed end-to-end Sharepoint based solution to manage this program to monitor, manage requests, approvals, metrics etc.. Subsequently this solution has been deployed for global use by other manufacturing sites as well.

o     Vendor management as part of external IT technical training arrangements. Manage negotiations, spec comparison/validation, setting up SOW for vendors etc.

●     Central Procurement Management for IT Services, Hardware, Software, Licenses:

o     Developed processes to centrally manage procurement of IT services, hardware, software etc. which helped to keep track of support renewals, expirations, negotiate with vendors on bulk renewals, reducing renewal costs.

o     Vendor management of Corp IT business partners in accordance with the procurement systems in place, keeping up-to-date information of the vendors.

o     Liaison with IT Finance Committees on purchase request approvals, budget discussions and ensure timely approvals and end to end process of request to invoice clearance.

●     Personal Skill Development:

o     Advanced user of BI tools (Business Objects, Micro Strategy) and ETL tools, offering data modeling, data provisioning, design and performance tuning solutions.

●     Other Initiatives:

o      Arranged call center setup using Cisco and Nortel PBX systems across global teams for a seamless management of support setup.

 

May ‘03 – Jun ‘10      FLEXTRONICS INTERNATIONAL                                                       Milpitas, USA

                                    Senior Manager, Data Center Ops  

 

●     Project Management:

o      Managed projects for Data Centre consolidation, tech refreshes, application/database/server consolidation, data centre maintenance, infrastructure upgradation with 99.99% uptime for business and achieved 95% accuracy rate in planning

o      As Project Manager, migrated helpdesk application from a non-ITIL compliant legacy system to an ITIL compliant system by defining support framework. Managed the project within budget and resource limits.

o      Executed projects with 90% efficiency rate by collaborating with various Corporate Data Centre ops teams and ensuring in time completion of activities

●     IT DC Operations Compliance Program Management:

o      Liaison with internal and external audit teams and internal support teams in compliance and governance processes, audits, assessments etc.

o      Written Standard Operating Procedures and Policies for global IT support which are widely accepted as framework even today.

o      Tracked transactions for audit purpose, reduced manual mistakes by ops team and reduced password resets to “Zero” through automation.

o      Identified mismatch of ERP user accounts with Windows Active Directory accounts to the management and suggested corrective measures, this improved efficiency and compliance by 90%

●     IT Change Management:

o      Chaired IT Change Management Board meetings (CAB) in Corporate IT data center environment, preparing agenda, communicating changes ahead of meeting to all involved parties, addressing emergency changes etc.

o      Planned Data Centre shutdown schedules by publishing corporate Data Centre shutdown calendar every year keeping in mind finance month schedules avoiding conflicts and impacting finance users.

●     IT Service Delivery:

o      Designed SEV1 policies and processes to address production outages, provided L3/L4 level support in ERP ops and increased SLAs to 99.99% from <50%

o      Proposed many process enhancement and policies for end user communication as key member of ITSM committee

●     Other Initiatives:

o      Automated User Management in dynamic ERP environment by coordinating with development teams to develop and enhance a Web Application to .Net version. This helped reduce turn around time for authentication provisioning and de-provisioning.

 

 

Dec ‘98 – Jun ‘02      ELECTRONIC DATA SYSTEMS (EDS)                                             Sunnyvale, USA

                                    Senior System Analyst

 

●     Ensured timely completion and closure of helpdesk tickets to address ERP users' access issues, maintained SLA of 100%

●     Saved cost to customer by $40k by identifying unused hardware in the system

●     Provided Technical support to the end-users and ensured 100% up-time for the Production environment

 

Nov ‘95 – Dec ‘97      BAAN INFO SYSTEMS INDIA PVT LTD (NOW, INFOR)                    Hyderabad, IN                                    Senior System Analyst

 

●     Managed ERP software development, liaisoned with corporate bodies, proposed license sharing mechanism and attained savings of $50k p.a on license costs

●     Hired team members for IT/IS support and developed team by providing challenging opportunities and maintained attrition less than 5%

●     Provided IT support to Development team, ensuring 100% uptime of systems

 

Apr ‘88 – Oct ‘95       HCL HP LTD (NOW, HCL INFOSYSTEMS)                                          Hyderabad, IN

                                    Senior Customer Engineer

●     Managed key clientele like BHEL, IIT-Kanpur, Karvy Consultants and defence organizations

●     Lead a team of 10 field engineers

●     Achieved more than 100% collections in maintenance contracts every quarter, while maintaining high SLA deliverables.

 

 

 

 

 

EDUCATION

 

1987                    S. V UNIVERSITY                                                                                            Hyderabad, IN

                Bachelor of Technology (Electrical & Electronics)

CERTIFICATIONS

 

●      Certified Cloudera Big Data Analyst                                                                   Sept 2015

●      Trained by SAP on SAP HANA (SP07) Data Modelling and Data Provisioning      May 2014

●      Trained on Hadoop/Big Data administration Concepts and tools                          Feb 2013

●      ITIL Foundation 2011 Certified                                                                            Jan 2013

●      PCMM 2.0 Trained.                                                                                            Apr 2012

●     EXECUTIVE BUSINESS PROGRAM FROM SJSU.                                              May 2004

●     SIX Sigma Greenbelt Trained                                                                             May 2008

●     Emerging Leadership Program Certified                                                                         Feb 2008

PERSONAL

 

Interests: Social Activity, Cultural Events

 

Date of Birth: April 25, 1965

 

Work Permit: US Citizenship with OCI (Overseas Citizen of India) (Eligible to work in US & India)

 

Travel: Open for Domestic/International Travels and open for relocation to US locations.

 

 

 

HOBBIES & INTERESTS

 

Contributing to social welfare activities such as donating to charity organizations to support poor and orphan children who are in need of life saving medical attention.