AccentureTicket Operations Manager
Aug. 2012 - Feb. 2013Rome Area, ItalyEnterprise Application Integration (EAI) project for large Italian telecommunication provider, Wind Telecomunicazioni S.p.a., using TIBCO technology. I have been appointed as Operation&Support Team Leader, coordinating an international team of 12 people distributed between Rome, Napoli and Bangalore offices.
Our goal is keep ESB System up&running 24h/7d application for Wind Telecomunicazioni S.p.a in order to provide support and solve urgent problems, trouble tickets managing. ESB System is and EAI application based on TIBCO Technology 5.4 My role is Operation&Support Team Leader, coordinating a team of 4 people in Napoli, 4 in Rome and 4 in India. I’ve been involved in application maintenance process review, in particular I was in charge as new coordinator, studied all the old process of generic incident reporting and review all operations manuals. Main responsibility:
- Team Leading
- Overall System Monitoring Status, 24x7. - Iprocess (Status, Queues, Manually re-submit, Stop/Start)
- EMS Server (Status, Queues, Storage)
- BG (Status)
- BW (Monitoring, Stop/Start, Configurations and Balancing)
- File System Monitoring (Servers)
- Event Monitoring
- Channel Monitoring - Failures Monitoring (Discards/Failures Analysis, Manually re-submit, Remediations)
- MNP (Analysis of cases, Manually re-submit, Manually remediations)
- DB (Monitoring DB status, Archive Managing, Tuning, Performance Monitoring, Statistical & Optimization)
- Daily Checks
- Rollout and Delivery Management