1. Shailendra Tendulkar
Contact Information: 8655172221
Email: shailendratendulkar5@gmail.com
SYSTEMS AND MANAGEMENT PROFESSIONAL
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Education: BSc Physics Mumbai University,
Certification: ITIL V3 Foundation Certified
Technical Skills:
Operating System OS400, windows, Linux
Groupware AS400 varied versions V5R4, V6R1, Power 6 etc
Tools Robot job Scheduler , BRMS, HMC, Control-M
Monitoring Tools Netcool, Robot Network Status Centre, Halcyon
Ticketing Tools BMC Remedy, Peregrine Service center, Maximo
Organization detail and Experience
Company Name: Impact Technology Pvt Ltd
Duration : October 2014 till date
Client: HDFC LIFE Insurance Company
Project : Life Asia
Designation : IT application and Server Support and Incident management representative.
Company Profile:
Impact is pure play Infrastructure Management Service Provider. At Impact are a highly motivated
and talented group of professionals whose purpose is to enable organizations develop and sustain
global competitive advantage through innovative IT solutions and services. The company's wide array
of services focus on helping enterprises chalk out the best IT Infrastructure strategies, ensuring
minimized downtime, reducing total cost of ownership and delivering excellent customer service. We
strongly believe that customer's success is our success and the key to success lies in understanding the
requirement of customer, plan or design the solution, deploy the same to facilitate his business
operation
Responsibilities: Technical support, Training and knowledge transfer
•• Managing Day–to–Day operations of the Core System of HDFC Standard Life Insurance withManaging Day–to–Day operations of the Core System of HDFC Standard Life Insurance with
a team in a 24 x 7 Support.a team in a 24 x 7 Support.
•• Mapping of iSeries User Profile to Application ID with defined Privileges forMapping of iSeries User Profile to Application ID with defined Privileges for
Application/Module accessApplication/Module access
• Daily / Weekly / Monthly / Entire System Backup, Backup of Journals on scheduled and on
unscheduled dates for disaster recovery purpose.
• Ensure smooth functioning of EOD (End-of-the-Day) and BOD (Beginning-of-the-Day)
Activities.
• Generating of Reports as part of BOD and EOD Activity.
• Report Generation for Audit Purpose using Bsafe on iSeries.
•• Manage Major Incidents and ensure that services are restored within service levels.Manage Major Incidents and ensure that services are restored within service levels.
•• Real Time & continuous follow-up with global support teams for Critical incident resolution.Real Time & continuous follow-up with global support teams for Critical incident resolution.
•• Ensure SLA’s are met and positive customer satisfaction & customer relationship isEnsure SLA’s are met and positive customer satisfaction & customer relationship is
maintained.maintained.

2. •• Manage and coordinate activities during overall ticket life cycle.Manage and coordinate activities during overall ticket life cycle.
•• Continuously follow-up with support team for relevant notification updates per SLA, andContinuously follow-up with support team for relevant notification updates per SLA, and
drive resolutiondrive resolution
•• Writing RCA’s for any SLA Breach.Writing RCA’s for any SLA Breach.
•• Actively manage the monitoring and resolution of stalled or breached jobs with 2Actively manage the monitoring and resolution of stalled or breached jobs with 2ndnd
and 3and 3rdrd
line groups.line groups.
•• Ensure regular reporting on key service performance and quality metrics.Ensure regular reporting on key service performance and quality metrics.
•• Prepare Summary of Incidents and Changes for Service Review meeting with Clients.Prepare Summary of Incidents and Changes for Service Review meeting with Clients.
•• Manage and Support all service incidents through to successful completion and userManage and Support all service incidents through to successful completion and user
satisfaction.satisfaction.
• Performing System Admin and operation task on IBM iSeries Servers.
• Hands on experience of MiMiX Replication for IBM iSeries.
• Providing End User Support to users across All Branches pan India.
• Self learning of Linux and SQL
ACS XEROX India Pvt Ltd, at International Tech Park, Bangalore 2004 – October 2012
ACS,ACS, A Xerox Company, is a global leader in business process and information technology services.A Xerox Company, is a global leader in business process and information technology services.
That covers a lot of ground, from finance and accounting and transaction processing to ITThat covers a lot of ground, from finance and accounting and transaction processing to IT
outsourcing, human resource services and customer care. ACS has become an even stronger companyoutsourcing, human resource services and customer care. ACS has become an even stronger company
for our clients, by joining forces withfor our clients, by joining forces with XeroxXerox. As part of Xerox's $22 billion global enterprise we now. As part of Xerox's $22 billion global enterprise we now
offer you the immense resources of 130,000 employees in 160 countries,offer you the immense resources of 130,000 employees in 160 countries, global brand strength, and aglobal brand strength, and a
constant dedication to innovation.constant dedication to innovation.
Designation – Information Management Specialist – IT Operations
Profile- Production support, Project Management and Team Management
Clients supported are GRM, Office Depot, GSK, Ingram Micro and, Zales, Ingersoll-Rand and
ACS Financials
Technical and Service Management Responsibilities
Incident Management Experience and Change Management
• Implemented & Maintained Incident and Change management process within the team.
• Ensured effective and rapid response to major incidents.
• Wrote RCA’s for SLA Breach.
• Managed monitoring and resolution of stalled or breached jobs with 2nd and 3rd line groups.
• Maintained service interaction with clients for incidents and changes to achieve customer
satisfaction.
• Incident Management for all the issues on AS/400 servers, VERITAS NetBackup, Control-M
Enterprise Manager, HP Open view data protector.
• Raising Remedy & Service center Tickets if found any issue in the daily operations and
escalating it and following up on the incident tickets.
• Co-ordinated in new project transition by installing and configuring new IT service tools and
aligning them with the business requirement
• Managed IT Service Delivery and continuity.
AS400 Operations Iseries and VERITAS NetBackup Experience
• Performed system IPL after daily Backup twice in a day
• Console startup through HMC and performing Weekly and Monthly Backup from Console
• Daily replication process using Mimix

3. • Scheduled and submitted jobs manually and through Robot
• Performed Business Continuity Volume backups used on DR using HMC
• Performed Capacity management work by generating Weekly Performance Report and
recording 24hrs CPU, USER, MACHINE POOL and DISK Status
• Generated 24 hrs Client Report for VERITAS NetBackup also used Autosys to restart failed
backup
Technical experience on Control-M Client
• Managed Records and resolved issues through support groups
• Reviewed job log and documents to assess the error codes.
• Provided schedule status updates.
• Coordinated with onsite counterparts and application analysts to generate daily status reports
and Performed tasks to resolve a high severity with the help of Level2 and Level3 teams
Managerial Responsibilities
Worked as Backup team lead ,managing Team member and allocating job to tea members
• Co-ordinated, review status of Team activity and reported to senior Management
• System Analysis and Setting time frame for assigned operational activity
• Ensuring all time Service Availability, try to improve service quality level by reviewing the
report
• Attended client meeting and calls to communicate updates within the Team.
• A team player working with, Service Continuity Management (SCM) and Business
Continuity Management (BCM) in 24/7/365days shifts environment.
Worked at HOSMAC INDIA PVT LTD A HEALTH CARE & HOSPITAL ADMINISTRATION,
MUMBAI from August 2013 to August 2014 as Site-Co-ordinator
Worked at HDFC BANK LTD, Mumbai - IT centre as IT Executive in there Data Center from
December 2000 to February 2004
Worked at HOSMAC INDIA PVT LTD A HEALTH CARE & HOSPITAL ADMINISTRATION,
MUMBAI as trainee programmer from April 2000 to December 2000
Worked as faculty in various small computer institutes from 1998 to 2000
Other Skills
Excellent interpersonal skills
Good team management skills
Business awareness
Ability to work under pressure.
Note: Ready to Work in any Service Desk and Technology industry adhering to ITIL best practices.
Place: Mumbai SHAILENDRA J TENDULKAR
Date: 20th July 2015