1. Email: kanagaku@gmail.comEmail: kanagaku@gmail.com
Kanagavalli KumarKanagavalli Kumar Mobile: +91-9620877768Mobile: +91-9620877768
Professional Summary
Involvement in IT Industry since 2006 with complete focus in IBM Tivoli System Management solutions,
possess strong experience in implementing and managing the Tivoli business automation suites of product and People
Management & Technical Service Delivery Manager to customers from various industries. Possess good knowledge in Fault
Management, Service Management, Performance Management and ITIL concepts.
Professional Experience
Mar 2009 - Present IBM India Pvt Ltd, Bangalore
Delivery Operational Manager (People Management & Technical Service Manager)
Mar 2008 – Mar 2009 IBM India Private Limited, Bangalore (FTH)
System Operation Lead Specialist (Tivoli)
Sep 2006 - Mar 2008 Maples ESM Technologies, Chennai
Client : IBM India Pvt Ltd, Bangalore as Windows Systems Administrator
Jul 2006 – Sep 2006 Maples ESM Technologies
Windows System Administrator
Certifications
 MCP – Managing and Maintaining a Microsoft Windows Server 2003 Environment.
 MCP - Implementing, Managing, and Maintaining a Windows Server 2003 Network Infrastructure.
 MCP - Installing, Configuring, and Administering Microsoft Windows XP Professional.
 CCA - Citrix Certified Administrator for Citrix Presentation Server 4
 ITIL - ITIL V3 Certified
 IBM Dispatching Certificate
Achievements & Awards
 Received “Service Recognition Award” - 2011 for the best service given to the IBM.
 Manager’s Choice Award - 2014 for demonstrating the Practice: Put the Client First from Managers and SLM.
 Received Blue Thanks award from PM and Geo team for Successful implementation of M&EM project across UKI
customer.
 Received Best Service Delivery certificate – 2012 from Equifax Customer.
 Received Best Service Delivery certificate – 2012 from Arcadia Customer
 Received “All of fame Award” - 2014 for the best service given to the IBM.
 Received “Eminence Award” – 2015 for the best performance of the year.
 Received “IBM Service Excellence Award” – 2015 for the best service given for UKI customer.
 Top performer appraisal in IBM for consecutive years.
 Zero Attrition during my people management on 2015
 Received “Best Performer note” – 2015 from Carphone Warehouse
Education
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2.  B.E (ECE) from R.M.D Engineering College, Chennai, Tamil Nadu [Anna University] (2001-2005) -- 84%
 Higher Secondary from Sagayamatha Girls Hr Sec School , Chennai – 87%
 SSLC from Arputharaj Matriculation Hr Sec School , Chennai – 60%
People Management & Technical Service Delivery Expertise
 Managed team with 100+ direct reportee’s, developed staffing plans, managed workloads, defined deliverables,
hired resources, conducted performance reviews and ensured compliance with established company policies.
 Expertise includes IT infrastructure management, transition/transformation & customer relationship
management, strategic outsourcing, leading continual service improvements, Service desk Management, BPO
management and strong service delivery management along with financial optimization and people
management.
 Performed effectively as a leader and/or mentor for individuals (reportee’s in project and outside) to recognize
yearly performance based appraisals and career Progression, in ways that will contribute to their personal growth
and increased value to the Organization.
 Maintain a positive attitude and demonstrate maturity in dealing with challenging situations when a team
member requires to work from home more and meet the project demands.
 Provide constructive feedback on individual or group performance. Regular schedule discussion with individual
reportee’s to understand their issues and concerns.
 Work experience has spanned engagements across Telecom, Health services, Retail and Financial services &
Insurance clients across the globe.
 Recognized as a lead to transform troubled or new business accounts with ability to drive projects to achieve
business goals and produce customer value.
 Exceptional track record in client satisfaction, aligning client business objectives to deliverables, improving gross
profit, people management and leading complex contracts into steady state delivery.
 Hiring a niche skill resource from market and deploy them to available project.
 Provide Training on IBM & non-IBM monitoring tools for alternate skillset employees
Trainings & Seminar
 Tivoli Framework(ITM5.x, TEC3.x) on June’08
 AIX on September’08
 IBM Tivoli Monitoring 6.x on March’09
 Netcool Product Suite on September’10
 IBM System Director May'13
 Take a stage session (Leadership Quality) October'13
 BlueCARE 3.0 Jul’13
 ITCAM for WAS May'14
 Hosted BlueCARE 3.0 Tool training session for onshore/offshore IBM Employee on 2014 & 2015
 Presentation, Time Management, Aspiring Manager and Management Delivery Training from IBM on ’15 & ’16.
 Leadership connect training on July 2016.
Technical Expertise
 Design, Develop and Implement - Monitoring Solution for the customers based on the requirements
 Design, Develop, Implement & Support IBM Tivoli Tools - Tivoli Monitoring 6.1, 6.2, 6.3, IBM Tivoli Netcool
Omnibus 7.1, 7.2, 7.3, Impact 4.1, 5.1, 6.1, ITCAM for Transactions 7.1, ITCAM for WebSphere, ITM for Microsoft
Applications, OMEGAMON Messaging for MQ Products, ITM for Citrix/XenApp, VMWare, ITCAM for ISM 7.3, ITM
log File Agent, ITM for System-P, ITM for Databases, etc.
 Design, Develop, Implement and Manage Netcool Probes, Impact Policies, Omnibus Triggers
 Integration of Third Party Tools with Netcool Omnibus
 Perl and Batch scripting to enable automation
 UNIX and Windows Administration for Tivoli Servers
 Implementation & Support of Tivoli Endpoint Manager 8.2
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3.  Implementation & Support of IBM System Director
 Upgrading Tivoli infrastructure server like Hub Tivoli Monitoring Server, Remote Tivoli Monitoring Server, Tivoli
data warehouse
 TEC Event Synchronization
 Design, Develop and implementation of BlueCARE 3.1.2 in the customer environment
 Integrate BlueCARE with Tivoli Monitoring Environment.
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Career Profile
Dates Organization Role
Mar 2009 - Present IBM India Pvt Ltd, Bangalore Team Lead, Dispatcher, ATSME, People
Manager & Technical Service Manager
Clients People Manager & Technical Service Manager (Monitoring Tools) for WPP Falcon, 3
Ireland, Multiple UKI & Multi-Commercial Canada Customers (BNS, KP, Avis, etc..,)
with 24/7 or Stand by support.
Monitoring & Event Management Project for all UKI Customer
Team Lead, Dispatcher, Account/Technical SME for EBHS (Arcadia, Boots, J&P Coats,
Coop, Avelo , Equifax, National trust, Evershed, Reckitt Bencikser, Debenhams, MAB,
RSA, SSL TUI), Boots, Broadridge, Carphone Warehouse, Friends Provident, JLR, Royal
London, 3 Ireland, Telephonica (O2-UK) Unipart.
Role Description and activities: -
1) People Manager & Technical Service Manager (Team with 100+ resource) :-
 Strong base towards achieving Customer/Client satisfaction. And Knowledge of operation policies, procedures.
 Strong interpersonal, negotiation skills. Excellent analytical, problem-solving, and decision-making skills.
 Ability to drive results against SLA performance indicators and maintained Zero SLA breaches.
 Excellent Client Relationship and SLA negotiation skills
 Set up Metrics and Improvise Metrics to Improve the Process Performance KPI
 To drive Cost Effective Operational changes which benefits management and work force
 To drive Quality improvements initiatives
 To guide, mentor and encourage team members to raise the performance level
 To Plan and execute specific training programs across the competencies to increase the productivity
 To drive Project improvement plans during client contract expiration.
 Provide constructive feedback on individual or group performance. Regular schedule discussion with individual
reportee’s, to understand their issues and concerns.
 Foster a sense of teaming among project team members, have team outing to motive and Collaboration and build
personal understanding within the team.
 Taken up additional role as Automation Leader to drive Local & Dynamic Automation on all Customers.
 Hiring a niche skill resource from market and deploy them to available project.
 Provided Training on IBM & non-IBM monitoring tools for alternate skillset employees.
 Training & Deploying fresher’s to the project by replacing experience resource with new Role and project.
 Monitor team compliance to the IBM operational activities and ensure team with 100% compliant.
 Day to day deliverable and Operation activities with the team and senior management.
 Involved in IBM Internal and Customer Audit.
 Regulate (KCO) Key controls and operation for new accounts or clients for Bangalore locations on tools support
and drive them to steady state and provide transformation roadmap for new leadership for the leaving portfolios.
 Perform Service (or Continual) Improvement plan for all supported customer on every quarter.
 Preparing and presenting Monthly deliverable deck with Highlights/Low lights, Key focus Area, CIP, Compliance,
Hiring status to the senior and upper Management.
 Exceptional track record in client satisfaction, aligning client business objectives to deliverables, improving gross
profit, people management and leading complex contracts into steady state delivery.
 Recognized as a lead to transform troubled or new business accounts with ability to drive projects to achieve
business goals and produce customer value.
 Presented to client members during offshore visit as representative of SMI Bangalore.
2) Monitoring & Event Management Project (Team Lead handling with 8 resource) :-
 Design, Develop and implementation of BlueCARE 3.1.2 in the customer environment
 Integration of BlueCARE with Tivoli Monitoring Environment
 Customizing the Monitoring Infrastructure to accommodate BlueCARE monitoring solution platform
 Integrating Netcool solution with BlueCARE and Monitoring environment for end to end event management
functionality
 Customizing BlueCARE to on board Non ITM source environment to use BlueCARE functionality
 Building ITM RTEMS for new customer

5. 3) EBHS (Arcadia, Boots, J&P Coats, Coop, Avelo, Equifax, National trust, Evershed, Reckitt Bencikser, Debenhams,
MAB, RSA, SSL TUI), Boots, Carphone Warehouse, JLR, Royal London, Telephonica (O2-UK) Unipart. (Team Lead
handling with 20 resources) :-
Monitoring Area:
 Design, Develop and Implementation of Tivoli Monitoring Agents ITM for BaseOS (Windows, Unix, Linux, Solaris,
HpUnix), ITM for VIOS, Database, Application, HACMP Monitoring, ITM for Citrix & XenApp.
 Design, Develop and Implementation of Custom Monitors using Universal Agents (SNMP and Script data
providers)
 Implementation of Tivoli Data Warehousing Solution for historical data collection
 Develop custom solution for Monitoring agents offline and Server offline conditions
 Developed a script to send daily health check report to Account Management Team.
 Developed TWS monitoring solution using ITM Log Agent
 Design, Developed and implementation of ITM Tivoli Infrastructure like HTEMS, RTEMS, TEC Event
Synchronization, Tivoli data warehouse
Event Management Area:
 Participated in Netcool event management solution design development and implementation
 Participated in Netcool Integration with ITM, SCOM, IBM System Director, Control-M, SNMP Devices Monitoring,
Ticketing System and Alarm point Notification System
 Participated in Event Management: De-duplication/Normalization/Suppression/Enrichment
 Participated in Netcool fail over solution implementation: Bi-Directional/Uni-Directional/Oracle Gateways
 Develop SNMP Monitoring solutions using Netcool for SNMP Devices Cast Iron, Netscape’s, N-Series NAS Storage,
Bright mail and Arclight
Steady State Contributions:
 Engage in High/Critical Severity incidents to ensure incident resolution, notification & updates to management
and submission of RCA
 Drive Defect Prevention, Automation Initiatives, Service Improvement areas for the accounts
 Identify and develop custom tools using scripts to reduce work complexity for the accounts
 Responsible for Technical knowledge sharing and Weekly Training sessions
 Mentoring the team
 Participate in hiring process to ensure right candidates are hired as per the requirements which includes hiring L2,
L3 and SME resources
 Participate in Account Management Calls, Team Meetings and Project meetings as appropriate and ensure
contribution/value added
 Vendor Management.
4) Novartis (Team Lead handling with 4 resources) : -
 Automating Daily Health Check report.
 Security Health Check and User ID revalidation.
 Providing Tivoli Monitoring to the clients at OS level, DB and Application. Distributing, Configuring Tivoli
resource models for monitoring various system resources.
 Creating Profiles and resource model and distributing the same to endpoint globally.
 Collecting historical report for the server by fetching SQL queries on TEPS Portal.
 Installing and configuring endpoint and inventory. Fixing Framework, Gateway, Manage node and
endpoint issues.
 Implementing Base OS agent installation on Aix, Linux, HpUnix, Solaris and Windows
 Installing and configuring MQ, QI, IIS, UL, UM, UD, OR, VM, and GSMA agent
 Creating format file for Universal agent and configuration file for Unix log agent
 Trouble shooting on application agent
 Script writing for clearing Events which is older than 24 hrs.
 Exporting bundles to create the package and copying them on FTP Servers
 Adding bundles to HTEMS and RTEMS depot
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6.  Remote and local installation done for all agent.
 Creating customized situation and distributing to base agent as well as Application agent.
 Implementing ITM6 Agent of Application Monitoring.
 Configuring Up/Down monitoring on Tivoli Netview for the Accounts.
 Alert Configuration and problems in TEC
 Creating the Managed System List for throwing and configuring the Alerts.
 Fixing issues on Tec and Netview Application
 Handling Change management and Incident management using BMC remedy, Maximo and Manage
now tool.
Solution Environment: IBM Tivoli Monitoring 6.2.2, 6.2.3, ITM for VMware, Citrix, XenApp, System-P, Microsoft
Applications, ITCAM for Web sphere Netview, TCM, SRM
5) Dispatcher :-
Role Description and activities: -
Analyze all incoming work and assign it to appropriate resources, ensuring SLAs are met and that processes as defined
by Team Lead Dispatcher Expert. Direct work and projects from multiple clients to groups/individuals in the primary or
project pools.
 Ensure all work entered into Maximo.
 Ensure all SLAs are met.
 Analyze all incoming work thereby deriving a solution that optimizes the execution on a continual basis.
 Continually matches workload and resource skill to optimize pool execution.
 Leads the implementation by training the team on recommended processes and monitors compliance of new
processes.
 Identify and assess skills of team members and maintain overview on staffing availability.
 Lead resolution of issues and/or, collection of project requirements process for pooled accounts and takes
ownership for assessing issues or receiving detailed requirements and documentation.
 Ensures account teams follow standard guideline and procedures when requesting service from the all pool.
 Analyzes metrics to identify trends, makes recommendations to improve operations. Monitors and reports
delivery performance KPI’s of the team.
 Act as an extension of the department manager by supervising the work of the team, which includes but not
limited to, assigning and directing work of team members, reviewing and balancing the workload (including days
off, vacation days) .
 Maintain significant discretion regarding hiring, individual and team performance, dismissal, discipline, team
efficiencies for department manager final review and appropriate action.
 Provide formal employee performance evaluation of team members by reviewing each team members' results
and recommending overall assessments and performance ratings for the department manager's approval, as well
as preparing a first draft of PBC objectives for each team member at the beginning of each year.
 Supervises pool workload balance and capacity planning by using the application tool Maximo. Incumbents will
assign work to the pool, determine task complexity, and ensure the completion of all assigned tasks in a timely
manner.
 Continually matches workload and resource skill to optimize pool execution thereby ensuring timely and high
quality service delivery and SLA compliance from the team.
 Leads the implementation by training the team on processes and monitors compliance of new processes.
 Provide direction to off-shift dispatcher during daily turnover to ensure process changes are adopted and smooth
transition of work.
 Analyzes metrics to identify and assess skills of team members and maintain overview on staffing availability.
Identify and assess skills of team members and maintain overview on staffing availability.
 Analyze all incoming work thereby deriving a solution that optimizes the execution on a continual basis.
 Lead resolution of issues and/or, collection of project requirements process for pooled accounts and takes
ownership for assessing issues or receiving detailed requirements and documentation. Ensures
customers/account teams follow standard guideline and procedures when requesting service from the all pool.
 Analyzes metrics to identify trends, makes recommendations to improve operations. Monitors and reports
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7. delivery performance KPI’s of the team.
Solution Environment : ISM Dispatch Maximo
Prior Experience - 1
Dates Organization Role
Mar 2008 – Mar 2009 IBM India Private Limited , Bangalore
(FTH)
System Operation Lead Specialist
Customer Visteon , TD Bank, Boots
Role Description and activities: -
 Administer and manage Monitoring Tools – Tivoli Monitoring 6.2, Tivoli Management Framework, Tivoli
Enterprise console, Netview, Tivoli Configuration manager.
 Design customized monitoring based on requirements
 Roll out Monitoring Agents across estate to monitor 500+ Servers
 Ensure the Monitoring Infrastructure availability
 Create innovative solutions to ease the Monitoring Infrastructure Administration
 Implement necessary changes in-order to ensure the Smooth running monitoring environment through Change
Requests.
 Maintaining the availability of around 500+ Monitoring Agents.
 Ensure Data warehouse collections by periodic health-check and remediate if any issues.
 Apply necessary Fix packs, Patches to ensure smooth Monitoring Operations.
 Involve in the testing and rollout of newly developed agents across the estate by liaising with the engineering
Team and providing inputs/suggestions
 Transform monitoring from other monitoring tools like NetIQ , ITM5, DM to Tivoli Monitoring 6.
 Troubleshoot issues, liaise with IBM Support if needed.
 Install and Configure EIF Forwarder & Event Synchronization Component to synchronize the event status between
ITM and Netcool.
 Install the ITM 6 agents for the following heterogeneous platforms.
 Resolving Software or hardware Tivoli scanning issue.
 Resolving SRM issue for performance and Capacity Management.
Solution Environment : BM Tivoli Monitoring 6.2.1 and above , TMF 4.1.1, TEC 3.9, Tivoli Monitoring 5.1, Netview, TCM
Prior Experience - 2
Dates Organization Role
Sep 2006 – Mar 2008 Maples ESM Technologies, Chennai Assistant Systems Engineer
Client IBM India Private Limited, Bangalore
Customers MLC, Westpac, Qantas and Toyota
Role Description and activities: -
 Handlings patch management e.g. updating OS Service packs and other monthly released patches, for more than
200 servers in different Environments as per IBM Change Management process.
 Security Health check and user ID Revalidation.
 Installation, Update and Management of virus protection tools (Symantec Anti-Virus) on all the servers to ensure
a virus free computing environment. To ensure a virus free computing environment of all servers.
 Auctioning Change records which land up in our assigned queue and closing the same within the SLA
 Provided daily support to resolve incidents like disk space, Create profile/home drives, event viewer, Backup
status etc.,
 Installing and configuring Tivoli Endpoint and Inventory.
 Resolving issues on remote control software’s like IBM Director Console, VMware Console, Remotely Anywhere
 Backup/Restores using Windows Backup.
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8. Solution Environment : Windows NT, Windows 2000, Windows 20003, IBM Director, VMware
Prior Experience - 3
Dates Organization Role
Jul 2006 – Sep 2006 Maples ESM Technologies, Chennai Windows Systems Administrator Trainee
Project Internal
Role Description and activities: -
The responsibility is to support windows 2000/2003/Windows NT servers. Key activities includes in the following areas
• Installation and configuration of Windows 2000/2003servers and administrating Domain Controllers & Additional
Domain Controllers.
• Installation/Configuration of Security products like Patch link, Microsoft Baseline Security Analyzer 2.0.
• Configuring DNS/DHCP
• Backups/Restores using Windows Backup, Building VMware server
• Resolving issues on remote control software’s like IBM Director Console, VMware Console, Remotely Anywhere
Solution Environment: Windows 2000, Windows 2003, Windows NT
Personal Information
Name Kanagavalli Kumar
Date of Birth 29-Mar-1984
Marital Status Married
Language Known English, Tamil & Telugu
Preferred Location Outside India & Bangalore
Nationality Indian
Passport Number F8786808
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