Santosh Srivastava

About Santosh Srivastava

Having 25+ years of IT experience in domestic and global customers in the field Engineered Systems and Oracle databases.Expertise in Engineered Systems and Cloud Support(Eaxdata,ODA,SSC,ZDLRA,ExaCM, ExaCS,Iaas,Cloud@customers)• Experienced Oracle Technology, system Monitoring, Replication Tools.• Expert in (RAC) and Oracle ASM).• Extensive performance tuning experience, instance tuning, RAC tuning, SQL Tuning, SQL optimization.• Extensive experience with implementing Oracle RAC and Linux/Windows SystemsOperations & Support & Projects• Reactive response and proactive management.• Incident, Problem, Change, Configuration, Patch & Release Management.• Project Planning, Execution, Delivery and Signoffs as per SOW and defined timelines• Running of IT Infrastructure operations and support Customer Relationship• SLA – Defining, monitoring & managing.• WOW (Ways of Working) defining, monitoring & managing.• Regular service reviews and defining if SIP • Understanding the Customer Business needs and suggesting best solutions.• Maintaining healthy professional as well as personal repo with Client Leadership team.• Customer retention & satisfaction initiatives.• Stakeholder Management and coordination with high influencing skills.People Relationship • Defining, monitoring & managing key responsibilities (Okra\'s) in line with Business requirements.• Team building and career planning and development.• Guiding & leading the multi skill and multi-nation team from front.• People retention, keeping high motivation levels.Miscellaneous• Service Support, Service Delivery, Service / Process Improvements.• Infrastructure / Data Center Consolidation, Optimization, Virtualization.• SOA - Technology and People.• Remote Infrastructure Management (RIM).Specialties: Customer,Account Management,technical Specialist on Database and ES products. Cloud Support(Iaas, Pass, Bare Metal)

Experience

1. Director, Customer Support, Db Cloud and Exadata Scp

   Oracle

   Mar 2022 — Present · Bengaluru, IN

   I am proud to lead a team of highly proficient Strategic Customer Service Manager\'s (SCSM). Our team has solid experience of Oracle Databases, OCI Databases, ADW, ATP, Exadata, ExaC@C, and ZDLRA. Team vision is to provide the largest companies globally with superior account leadership to enable their core processes and innovations through adoption of Oracle technologies and services. Our Objective is to provide an extra layer of focus and relationship for our Top Customers, and go beyond Reactive Support Model adding extra value with Proactive reviews, Best Practice and Patching recommendations, and be advocates internally to help provide these Customers Gold Standard Support and smoother transition through Upgrades, Patching and Generic issues.We build long-term relationship with assigned customers, serve as a single point of contact and work proactively to drive adoption of known best practices and proactive patching compliance. SCSM will advocate for the customer and become a trusted advisor aligning with customer stakeholders up to and including C-Level. SCSM will coordinate activities with Oracle stakeholders (Sales account team, Engineering, Service teams) to support implementation of Oracle’s account strategy for the customer.Team’s focused service areas includes:Adoption of best practices for product areas:Exadata,ExaCS,ExaCC,ADB, DBCS,ZDLRA,Lower of SR incident events for each SCP client, Reduction of Escalation and Manager Escalation Activities (Request/Review),Customer adoption of ADB and other Exadata services, Customer SAT score improvement, Fostering reduction of MTTR,Oracle ‘gold image’ adoption Etc

Education

• Sikkim Manipal Institute of Technology - SMU

  MSC(IT)

• National Institute of Information Technology

  GNIIT

Skills

• Data Migration
• Pmp
• Red Hat Linux
• Solaris
• Pl/Sql
• Data Warehousing
• Aix
• Oracle Fusion Middleware
• Sql Tuning
• Cluster
• Business Intelligence
• Databases
• Grid Computing
• Oracle Rac
• Microsoft Sql Server
• Unix Shell Scripting
• Etl
• Enterprise Software
• Enterprise Architecture
• IT Service Management
• Soa
• Oracle HR
• Crm
• Itil
• Service Delivery
• Data Guard
• Erp
• Database Design
• Performance Tuning
• Unix
• Xp
• Data Modeling
• Oracle Applications
• Database Administration
• Oracle E-Business Suite
• Operations Management
• Solution Architecture
• High Availability
• Windows Xp
• Oracle Enterprise Manager