Saurabh Suman — CEO

Credit Cards - Incident Manager and Global Production Support Lead • Lead and manage the apple card incident process, serving as the primary US contact for key stakeholders. • Manage a global team of 15 Technical Support Engineers in the AMER (North/South AMER) & India region • Ensure customer escalations are resolved within agreed upon timelines, process change ideas are implemented, and Influence others towards action and change • Provide updates to key stakeholders on open escalations • Act as Incident Response Coordinator during high severity escalations or outages • Support leadership in strategic, business, and operational planning • Provide 24/7 on call for production impacting issues • Clarify policy and develop processes, systems and tools to enable the team to meet and exceed operational obligations • Build, maintain and leverage relationships between regionally distributed Support team and partnered, cross functional teams within the Company • Act as an escalation point inside the organization. • Ensuring customer issues are resolved within our committed service level agreements ● Having a mindset of continuous improvement, in terms of efficiency of support processes and customer satisfaction. ● Problem solving in a development or production environment, including experience observing patterns, analyzing root cause and suggesting ideas to resolve issues ● Writing Splunk Queries to create dashboards for daily availability of Marcus and creating Splunk Alerts to identify issue ● Debugging the Production issues involving different micro services using Splunk. ● Developing various dashboards in Splunk and Grafana to track Marcus overall availability ● Troubleshooting different applications to find out root cause whenever the availability drops below 99.9% ● Managing incidents & effectively communicating with users, application owners and senior stakeholders across all areas ● Actively participating in Change management process with view to manage risk in production environment. ● Having an oversight of entire application by frequent spot checks & questioning team. ● Improve application stability and performance by observing patterns, recurring failures and/or issues, and advise application owners on permanent fixes accordingly ● Identify issues that can be automated and then work to automate them. ● Build and improve run books for generalists to minimize operational errors.

Stackforce AI infers this person is a seasoned Incident Manager in the Fintech industry.

Location: Salt Lake City, Utah, United States

Experience: 18 yrs 4 mos

Skills

Incident Management
Technical Support
Data Management
Production Support
Data Warehousing

Career Highlights

Led global incident management for Apple Card.
Managed a team of 15 engineers across multiple regions.
Expert in troubleshooting and improving application stability.

Work Experience

Goldman Sachs

Vice President - AppBank(Global Lead) (6 yrs 3 mos)

Associate - AppBank Operations (1 yr 8 mos)

HCL America

Technical Team Lead (1 yr 6 mos)

Infosys

Senior Consultant (2 yrs 3 mos)

Senior Associate Consultant (2 yrs 7 mos)

Amazon

Support Engineer (1 yr 8 mos)

Oracle

Associate Consultant (2 yrs 4 mos)

Education

Bachelor of Engineering at Government Jobs

at Nazareth Academy,gaya

Saurabh Suman

CEO

Salt Lake City, Utah, United States18 yrs 4 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Led global incident management for Apple Card.
Managed a team of 15 engineers across multiple regions.
Expert in troubleshooting and improving application stability.

Stackforce AI infers this person is a seasoned Incident Manager in the Fintech industry.

Contact

Skills

Core Skills

Incident ManagementTechnical SupportData ManagementProduction SupportData Warehousing

Other Skills

Amazon Web Services (AWS)BODSBusiness IntelligenceBusiness Objects Data IntegratorConsultingData ModelingETLExtract, Transform, Load (ETL)GrafanaIncident ResponseInformaticaLinuxOBIEEOraclePL/SQL

About

Experience

Goldman sachs

2 roles

Vice President - AppBank(Global Lead)

Promoted

Dec 2019 – Present · 6 yrs 3 mos · Salt Lake City, Utah

Incident ManagementIncident ResponseSplunkGrafanaTechnical Support

Associate - AppBank Operations

Apr 2018 – Dec 2019 · 1 yr 8 mos · Salt Lake City, Utah

Hcl america

Technical Team Lead

Oct 2016 – Apr 2018 · 1 yr 6 mos · Greater New York City Area

Client UBS

Infosys

2 roles

Senior Consultant

Jul 2014 – Oct 2016 · 2 yrs 3 mos

Company : Infosys Limited
Project Title : RA-IT
Client : Cisco Systems,Inc
Technology : Infomatica 9.6,SAS DI, Teradata, Linux, Oracle
Duration : Nov 2011 till Oct 2016.
Role : Team Member.
Team Size : 15
Description : Cisco (NASDAQ: CSCO) is the worldwide leader in networking that transforms how people connect, communicate and collaborate.
Responsibilities:
Team Lead:
Managing End to End Production Support activities:
Currently leading a 7 member team who are responsible for L1/L2 Support.
Leading team in any technical (SAS)/business side queries.
Liaising with Business Team, understanding their requirement and getting work done from offshore with Minimal onsite assistance
Learning new technologies and facilitating classroom training for other projects.
Preparing daily stats/reports for higher management, to showcase how entire architecture is performing.
Interacting with DBA team to fine tune long running jobs thus saving critical SLA time.
Fully responsible for delivery of key feeds within the agreed SLA and 100% system availability.
Work closely with project teams on technical design issues.
Participate in Quarterly releases through release document review, deployment, setting up and configuring environments
Working on cost based proposals to manage budget for application maintenance.

InformaticaSASTeradataLinuxOracleData Management+1

Senior Associate Consultant

Nov 2011 – Jun 2014 · 2 yrs 7 mos

Amazon

Support Engineer

Mar 2010 – Nov 2011 · 1 yr 8 mos

Lead a team of 4 members (Data warehouse Production Support) who are primarily monitoring DWH jobs and helping them to sort daily issues.
Expertise in analysis (by generating Graphs) and presenting key statistics to management which helps in taking business improvement decisions
Checking for Data Quality and using DWH best backfill strategy to implement (Backfill) it across Oracle Clusters.
Answering DW Users Queries about Best Backfill practices in DWH system
Educating DW Users about SQL Query optimization and Tuning(For Example via adding hints to their query and analyse by running explain Plain)
Creating SANDBOXES for DW Users and maintaining them till they are educated.
Development of new datasets and integrating it with existing BI PLATFORM
Modified existing subject areas to cater to customers’ reporting needs.
Fine-tuned several long running complex ETL jobs and reports thus saving more than 100 hours/month of processing time.
Resolving Costumer queries and Trouble Tickets
Ensuring timely availability of reports.
Development and up gradation of inbuilt tools using Unix shell scripts/Perl scripts.
Troubleshooting errored jobs.
Creating SOPs for how to solve any issue.
Giving Knowledge Transfer (KT) to new joiners.

Oracle

Associate Consultant

Nov 2007 – Mar 2010 · 2 yrs 4 mos · Bengaluru Area, India

Project Title : Production Maintenance at DbFeeds
Client : Deutsche Bank, UK
Responsibilities:
 L1-Involved in monitoring/(un)scheduling of real time feeds/workflows
 L2-Involved in resolving issues encountered in the running of the feeds. Providing Root Cause Analysis for the issues and delivering feeds within SLA (Service Level Agreement).
Involves analysis of complex ETL mappings and UNIX scripts.
 L3-Involved in permanent fix/resolution for the recurring issues by making necessary changes in the mappings as per FDD after testing in UAT environment. This involves raise of Change Management Requests and taking Business Approvals.
 Handled multiple Severity 2 Incidents with huge impact to Users and managed to get them resolved with a large co-ordination level within a short duration.
 Singly handling Severity 2/3 type incidents and communications for the same.
 Supported critical trading application with different Databases
 Active interaction with both upstream and downstream users and Business clients.
 Enhancements in previously developed Shell Scripts.
 Monitoring System Status on different servers.
 Monitoring the jobs and resolving the errors.
 Ensure Onsite/Offshore communication.
 Maintaining Issue logs, Sending hourly reports.
 Monitoring and resolving the different applications issue.
 Co-ordination with the different teams for applications support.