1. Flat No. 401, S.V. Residency • Green Glen Layout, Marathalli,
Sarajapur, Bellandur • Bangalore - 560103
Mobile: +91- 9538.984.739
E-mail: Bhushan.Shashi@ymail.com
Shashi Bhushan
Summary In-Depth knowledge and Exposure in IT infrastructure service management processes, such as
Incident Management, Problem Management, Change & Release Management, Process Transition &
Service Delivery.
Decisive, analytical, and results oriented professional with a proven track record in the delivery of
operational support services with a particularly focus on major incidents / post incident review
procedures.
Education
BIT (Bachelor of Information Technology) IGNOU New Delhi
HND (Higher National Diploma) in Computing Edexcel Foundation
Certification & Training
Sun Certified System Administrator [SCSA] - Solaris 10 OS
ITIL Foundation 2011 Certified in IT Service Management, PeopleCERT
Symantec VERITAS Storage Foundation v5.0, RCS Bangalore
Six Sigma training BofA Academy, Bank of America
Key Skills
Operating Systems Unix, RHEL, Sun Solaris 9/10, , Windows 7, MF zOS [Basic]
Non-Stop Servers Tandem Non-Stop Systems, TACL [Familiar]
Backup Tool VERITAS NetBackup v5.x/6.x [Backup Monitoring]
Data Storage VERITAS Storage Foundation [VxVM], LVM
Database Servers SQL, Oracle [Basic]
Tape Library ACSLS v7.1, Oracle/SUN StorageTek SL8500, L5500
Event Monitoring Tools Tivoli (TBSM), Introscope, Splunk, Bluestripe, Systar, Glansplus, MRTG
Tools TOAD, Informatica [Data Migrations], JSSconsole v8.3, B2Bi BAClear, Vault
Services Solution, ULZ, HP Quality Center [UAT Testing]
Incident/Ticketing Mgmt BMC Remedy, IBM Maximo, Peregrine Service Centre
Script Language Python, PERL, BASH Shell [Basic]
Schedulers Maestro, Enterprise Scheduler [Basics]
Virtualization VMWare vSphere Hypervisor, KVM
Open Source Ubuntu, OpenSUSE, Fedora, Linux Mint
Virtual Box, OVirt, KVM, XEN, Docker
Technologies RAID, Clusters, SAN
Applications
Specialties
Base24 [Familier], Systar Dashboards for Check/Image processing
Incident and Problem Management, Change & Release Management

2. Professional Experience
 8+ Years of experience in IT Infrastructure production support role
 Incident, Problem and Change Management understanding and the various
processes associated
 Command center operations support for UNIX / Linux / Solaris / Tandem /
Mainframe and Windows platforms in 24x7 environments.
 Strong experience in organizing resources and establishing priorities
 Experience in liaising with Vendor management
 Demonstrated leadership and promoted collaborative team approach
FEB 2012 to till date Bank of America Merrill Lynch
Location: Harbourfront, Singapore
Position: Sr. Analyst / Shift Lead
Job Responsibility
 As Problem Manager, I am responsible to track & drive major severity APAC
problem records (Business Impacting) and work with various functions
(Service Delivery, Engineering, etc.) ensuring that SLAs are being met and
provide update to Global Problem Management meeting.
 Providing end to end processes of root cause analysis with cross technology
teams and external vendors, including ensuring production of relevant Break
Fix / Emergency or Planned Changes to Change Management as required.
 High Level Objective of SPI (Service & Process Innovation) is to work closely
with Regional Service Delivery Functions (1) Keep a track or Drive all service
and process improvement projects (2) Standardize ITIL processes (Incident,
Request, Change & Problem Management) across APAC (3) Maintain Service
Management Plan (4) Provide Management Report on Metrics/KPI/Effort
Analysis.
 Provide updates to a variety of audiences including senior and exec
management level for significant/highly impactful outages. Working in
partnership with the Enterprise wide Triage and Incident Management team
and provide data for the team to produce comprehensive communications.
 Analysis of major incident data to produce recommendations for service
improvement and handling/inputting to continuous improvement as
required.
 Follow up on the implementation of agreed process and changes to
anticipate and ideally avoid future major incidents reoccurring.
 Performing schedule change and emergency request as per the BP
requirements. Participating in change with affected domains teams,
Application team and proactive change management, Incident management
and Manager on duty.
Dec 2009 to Jan 2012 Bank of America Merrill Lynch
Location: HarbourFront, Singapore
Position: System Analyst II
Job Responsibility
 Assess the impact, or potential impact, to the business or business processes
resulting from a reported incident.
 Execute approved Incident Management processes including setting up
meetings, escalation, notifications, and regular communication.
 Perform accurate identification, and engagement of resources required to
successfully restore the IT Service.
 Record and track the incident recovery steps throughout the lifecycle of an
incident.
 Lead meetings and discussions (when necessary) across teams to properly
document and report on critical incidents.
 Provide support and guidance to other IT support teams when needed to
ensure proper escalation of non-critical as well as critical incidents.

3.  Perform the internal review of incidents and supporting documentation,
identifying gaps and come up with possible solutions to drive improvements
to the incident management process.
 Coordinating of the major incident tickets, both global and regional,
communications and voice facilitation on a troubleshooting conference call,
engaging internal and external support teams globally as required and
ensuring recovery times are minimized.
 Providing input & assist Problem Management with the end to end processes
of root cause analysis with cross technology teams and external vendors,
including ensuring production of relevant Break Fix / Emergency or Planned
Changes to Change Management as required.
 Provide updates to a variety of audiences including senior and exec
management level for significant/highly impactful outages. Working in
partnership with the Enterprise wide Triage and Incident Management team
and provide data for the team to produce comprehensive communications.
 Analysis of major incident data to produce recommendations for service
improvement and handling/inputting to continuous improvement as
required.
 Follow up on the implementation of agreed process and changes to
anticipate and ideally avoid future major incidents reoccurring.
Dec 2008 to Nov 2009 Bank of America, BA Continuum Sol. Pvt. Ltd.
Location: Gurgaon, India
Position: Sr. System Engineer / Shift Lead
Job Responsibility
 Command center operations support for UNIX / Solaris / Tandem /
Mainframe and Windows platforms in 24x7 shared technology infrastructure
environments.
 Performing FUP to check the lock files, checking media status through
Mediacom and mounting media on Tandem machines. Assuring stations and
processes are running fine and lines are up through base24 and TACL.
Activating Firecall request. Responsible for Health check n other network
related problems.
 VERITAS NetBackup v5.0/6.1 backup tool. Monitoring for various client
backup policies, and taking care of restore requests.
 Performing tape mount and dismount make LSM & drives online in ACSLS
silo servers. Checking the failed backups & Robot error logs. Performing
ownership change for mounted Tape.
 Making servers online and linked through JSConsole applications program.
And assuring all jobs are running for the servers to be linked.
 Participated in network monitoring and enterprise event/fault management
with these tools as well as TBSM.
 Engaging Vendors like EMC, STK, and Hitachi for failed hardware and disks.
Giving them appropriate window time for the hardware change.
 Performing schedule change and emergency request as per the BP
requirements. Participating in change with SA, Application team and
proactive change management, Incident management and Manager on duty.
 Managing team size of 14 people as a shift lead.
Sep 2007 to Nov 2008 Perot Systems TSI (India) Ltd.
Location: Noida, India
Position: System Analyst
Clients: Wolters Kluwer, HPHC, TENET and other Healthcare
Job Responsibility
 Data center support for UNIX / Linux / Windows platform.
 Responsible for day-to-day operations involving monitoring, Queues, health
checks, remote administration of systems in a production environment.
 Performing day-to-day admin activities like managing disks file systems,
user creation, administration and device configuration.

4.  Raising alerts for failed services and manage appropriately (raising Trouble
Ticket, send out communications as per prevailing procedures, engage
Indian & US, second and third tier support teams and On-call support,
Incident Management etc).
 Monitor backup operations schedule, taking appropriate action to recover/re-queue
any failed backup activities, escalating to 2nd and 3rd level Backup
Services Support (India/UK/US) as necessary.
 Running some applications in scheduled times with high priority level and
monitoring for errors in O.S. Level and Application level.
 Experience on working (OPAS) Remedy ticketing system with Incident
Management, Change Management and Request Management.
 Perform error analysis and recovery, documentation and procedures required
for reference.
 Monitor, Control and perform all scheduled activities on Data Center Systems
and remote application servers.
 Quick response to the problems to meet the SLA and real time monitoring of
servers and troubleshooting day-to-day issues.
 VERITAS NetBackup v5.0/6.1 backup tool. Monitoring for various client
backup policies, and taking care of restore requests.
 Working on Maestro and Enterprise scheduling tool for starting and
monitoring various schedules as a part of operations team.
 Total team size is of 25 in UNIX.
June 2006 to Sep 2007 Candor Info Solution Pvt. Ltd.
Position: System Engineer
Job Responsibility
 Updating the server with latest patches & service packs.
 Installation, maintenance & troubleshooting of all h/w, s/w problem.
 Managing samba server & client.
 Reviews backup and restores procedures
 Managing the overall administration involving assembling of system,
configuring & maintenance of application server.
 Providing protection against viruses using corporate Edition Norton anti-viruses.
 Responsible for managing Distributed File System.
 Auditing application log, security log, system log, directory service log
Project Transitioned a Perot Systems US project to India. I was the lead person to handle this project.
Project is about the Advantage Application that runs on Unix Server for Scheduling, Monitoring
and creation of Reports of the Batch jobs for the Perot Client.
Responsibility & Role: Understanding the Advantage appl. terms and execution. Sharing and
spreading knowledge to the team gained by me. And finally handover this project to the team
members.
Transition duration: 90 Business days.
Personal Details
Father’s Name Shri Vishwanath Mistry
Date of Birth 18-Dec-1982
Sex Male
Marital Status Married
Nationality Indian
Passport No. G7175799
Singapore VISA PEP
Languages English, Hindi and Basic German

5. Hobbies & Interests
Photography, Travelling

6. Hobbies & Interests
Photography, Travelling