1. N. Neelanarayanan
Flat F 101, GR Lavender, 87/8 Block 3, Kothanur, Utharahallihobli, Bangalore South Taluk, - 560075
Mobile: +91 9845456537 Mail-ID: neelakantan.neelanarayanan@gmail.com
Technically sophisticated and seasoned IT executive with broad based experience of 14 years in
Program management, people managenet, network / system administration, Oracle based Enterprise
Solution. Hands-on manager with keen expertise in leading and coordinating technical teams and
ensuring total customer satisfaction. Able to multi-task in a fiercely competitive and fast paced
environment, bridging technology and business goals. Excellent communicator with emphasis on
building strong client relationships.
Seeking senior level leadership challenges
My interest and thinking
I am interested in exploring my domain expertise in delivery, people management &
business consulting.
Coaching/Mentoring and enhancing human potential are my strengths. Interested in development of
culture that supports critical thinking for creative solutions.
Success to me is all about delivering 90 -95 % of one’s competence, being in the right place is all that
matters, I am looking forward to my opportunities.
Target Sector: IT / ITes
Professional Competence
HIGHLIGHTS
SKILLS
 Customer Advocacy: Provide advocacy, escalation management for Exadata, Exalogic, Exalytics,
Sparc Super cluster and Big Data Appliance Product Customers in EMEA
 Program Management: Client Relation Management, Technology Mapping, Multiple Project Planning
& Execution, Project Budgeting & Control, Resource Management, Customer Acceptance
 Project Coordination: Stake Holder Interaction, Project Progress Reporting, Project Level Issues
Resolution, Expectation Management, Cross-functional Process Coordination, Functional
Specification Development, Risk Mitigation, User Acceptance Testing, Training & Support
 Team Management: Identifying, prioritizing and resolving problems faced by team; training team
members; conflict resolution; effective coach and facilitator; managing team performance
 System Administration: Installation/Configuration/Administration/Support of Windows Server &
Clients, User Definition/Access Control/Folder & Files Controls, Remote Service Support, RAID
installation/Configuration/Support, Periodic & Regular Back-up/Restore/Recovery
Implementation/Support and System Documentation
 Network Management: Planning, Defining, Implementing, Monitoring & Support of Networks
(LAN/WAN); Installation of Servers/Desktops, Routers/Switches/Modems, Peripherals, System
Software (Windows/Linux) & Application Software; Peripheral Sharing, DR & BC Initiatives, Security
Management
 Database Administration: Installation, Configuration, Administration, Tuning, Migration and
Service/Production Support of Database for complex Information Solutions in Client Server
environment
 Technical Skills:
• Operating System: Red Hat Linux, & Windows (NT 4, 2000 and XP).
• Directory Service: Open DAP & Oracle Internet Directory.
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 Excellent people management skills, guiding
and mentoring team members
 Adept in analyzing information system needs,
and evaluating end-user requirements for
finalization of specifications
 Hands-on experience in administering the
product issues, resolving all technical issues
in implementation, migration, High
availability and installation of ERP solution
 Extensive experience in Management of
Siebel CRM Fix Pack Release Cycle including
QA compliance within project timeline
 Comprehensive expertise of networking
concepts pertaining to LAN/WAN
 Deft at installation, configuration and up
gradation of Oracle server software
 Demonstrated Team Management & Team
Coordination competence

2. Mobile: +91 9845456537 Mail-ID: neelakantan.neelanarayanan@gmail.com
• Messaging: Qmail, Qmail-ldap & Oracle Email
• Web Server: Oracle Application Server &Apache
• Database: Oracle 9i/10g administration
Career Profile
Oracle India Pvt. Ltd., Bangalore
(Oct 2004 onwards)
Joined the Leader in Software as Software Engineer in October 2004 and progressed in various
capacities in technology and management to the current position as Platinum Support and Delivery
Manager.
Engineered Systems, Platinum Support & Delivery Manager (August 2014 onwards)
Responsibilities:
I am part of the Global operations for Platinum Support delivery for engineered systems,
Supporting Exadata, Exalogic and Super Cluster (Products of Engineered Systems).
I am currently the PLA lead (leading Global Exalogic product Patching) team in Platinum delivery
org, Exalogic is my functional responsibility to drive and deliver customer success.
I am holding a team of size 40 engineers; my focus is on building self sufficient teams and scaleup
Employee Engagement ratio to 95% above. I believe the key factor to success is to work with
integrity and succeed with integrity. My work and interest lies in building Employee engagement,
drive effective collaboration with cross LOBs like Support, product development, and consulting
teams to improve customer satisfaction and drive operational performance.
Collaboration is a key influence for day to day business today; An effective collaboration is needed
today for business success. I believe in developing a better collaboration Model that reflects
integrity and success.
Key Deliverables – derive 95% Customer Success, Top Account management, Improve service
deliverables by rolling out customer specific programs for critical accounts to improve customer
loyalty index and success for Platinum delivery.
Mentor and Coach Engineers to take up advocacy roles in handling Escalated Accounts.
Conduct regular calls with Platinum Executive Management to discuss identified areas of interest
and problems to improve quality and mitigate bottlenecks that are impeding business & sales.
Customer Advocacy Manager (March 2012 onwards)
Responsibilities:
Customer Advocacy and Incident Management for Exadata, Exalogic, Exalytics, Sparc Super
cluster and Big Data Appliance Product Customers. The role is designed to supplement and
enhance the standard service Oracle Support delivers to customers. We do this by engaging in a
set of proactive and reactive activities to ensure all customer problems are prioritized and
progressed via tight collaboration with customer and all Oracle resources applied
Resume of N. Neelanarayanan Update: Jan 2010 Page 2

3. Mobile: +91 9845456537 Mail-ID: neelakantan.neelanarayanan@gmail.com
Customer Management covers the below main tasks:
Platinum Delivery support (SME) EMEA operations
• Point of Contact in EMEA region for Platinum Escalations & process;
As a platinum lead in EMEA, work closely with platinum enablement team and drivers on
regional escalated accounts.
• Conduct platinum global calls with SME’s across regions to discuss bottlenecks, solutions and
improvement areas that affect delivery and customer satisfaction.
• Bring process awareness to peer CIMs and EEST to mitigate process GAPs and discuss
proposed solutions on areas of concern.
Account Management
• Acting as Customer’s advocacy and POC for Engineered systems Named Top accounts
• Process Lead in EMEA for super cluster and Big Data appliances.
• Regular service reviews and alignment
• Ongoing demonstrations of Oracle values, Process & Customer Services
• Coordination and networking between Customer, CAM, TAM,
• SAM and other stakeholders to prioritize critical issues.
Situation Management
• Mitigate Critical and executive support escalations &
Business issue management by discussing HOT/ WARM accounts with stake holders like
development, Architect team (X, A, S Teams) and Sales.
• Support contracts and additional services entitlement
• Resource coordination for Situation & Crisis or Incident Management
• Setup status calls weekly to discuss and report on showstopper accounts status that
demands management attention with stakeholders (includes development / A team / Sales
Management).
Services Management
• Assisting customer to ensure implementations / systems are
Supportable according to Oracle’s best practices
• Ensure customer is using our knowledge base, on-line services
Such as My oracle support (MOS) effectively
• Educate customer on process awareness by delivering presentations on WEWS
(Working effectively with Oracle customer Support)
• Proactive recommendations and support tools adoption
Program Manager (May 2008 to Feb 2012)
Responsibilities:
• Primarily accountable to manage Siebel CRM Fix Pack Release operations.
• Managing virtual, cross functional teams that includes QA, Engineering and Integration.
• Mitigating risks and decide on key fix inclusion, Validate release readiness, review release
guides and send release notifications.
• Prioritizing, monitoring and tracking build progress assigned to release engineering team
members.
• Coordinating Cross cover fix pack testing release management duties with peer program
manager
• Performing as Point-of-contact to Product Management in Fix Pack cycle.
• Defining resources and scheduling for project / program implementation.
Resume of N. Neelanarayanan Update: Jan 2010 Page 3

4. Mobile: +91 9845456537 Mail-ID: neelakantan.neelanarayanan@gmail.com
• Act as primary customer contact for program activities, leading review sessions with
customers to discuss cost, schedule and performance.
• Providing status to a broad range of audience from project teams, executive management
and client.
Sr. Software Engineer (Oct 2004 to May 2008)
Responsibilities:
• Administered the product issues, resolving all technical issues in implementation, migration,
High availability and installation.
• Managed the Global Product Support Team for OCS (Oracle Collaboration suite), representing
Asia Pacific.
• Involved in analyzing product defects in the development for bug fix, act as an interface
between development, technical consultants and customers.
• Responsible for overall product specialization activities, including Product Migration,
implementation, performance and securities for OCS (Oracle collaboration suite).
• Co-ordinated with Team members & resolving complex issues within the product stack,
ensuring adherence to oracle quality & objectives.
Rolta India Pvt. Ltd., Mumbai
(Jan 2002 To Sep 2004)
Executive Engineer (Internet Service Division -Jan 2002 to Sep 2004)
Responsibilities:
• Led a team of executives for the administration of Linux based ISP & Corporate on 24x7 basis.
• Successfully handled administration, monitoring, customizing and troubleshooting of:
• Qmail mail servers with anti-spamming and anti-relaying, Bind DNS, SQUID Proxy, Piranha (Load
balancing server), Apache web servers on Linux for ISP.
• Corporate qmail - ldap & exchange server 5.5 mail servers.
• Corporate and ISP firewalls.
• Data Centre Hardware.
• Acted as a database administrator for Roltanet Online Billing systems.
• Monitored the implementation of:
• Qmail - ldap based Messaging solution for our ISP & Corporate users and implementation of anti-
spamming, anti-relaying, anti-virus & content filtering solution for the same.
• Windows 2000 based VPN solution to establish interconnectivity between Rolta's international offices
USA, Netherlands & Saudi Arabia with Mumbai Office.
• Network management Tool –Net saint for web based monitoring of critical services like SMTP, POP3,
IMAP, HTTP etc.
• Executed the following activities:
• Shift activities.
• Hardening of all the Linux based ISP servers.
• Configuration of Symantec Enterprise Firewall 6.5.2 for Rolta’s international offices.
• Network Monitoring System (Rolta India Ltd), Mumbai.
Asian Electronic Ltd., Mumbai
(Jan 2000 To Dec 2001)
Implementation Engineer (Jan 2000 to Dec 2001)
• Acted as a Functional Implementor for ORASPACE an ERP software developed.
• Actively involved in understanding client requirements, co-ordinating with development and
implementing the design as per client requirement:
• Prepared Detailed Process Flow for functional requirements
• Coordinated with clients & development for application design, development & testing.
• Handled post implementation support for customers.
Resume of N. Neelanarayanan Update: Jan 2010 Page 4

5. Mobile: +91 9845456537 Mail-ID: neelakantan.neelanarayanan@gmail.com
Indus Media Internet., Chennai
(Nov 1999 To May 2000)
Design Engineer (Nov 1999 To May 2000)
• Successfully handled the complete content development and web programming operations.
• Handled various duties including web page maintenance & development.
• Provided assistance to the content team in data management.
Education
Executive General Management Program, from IIM Bangalore (2006)
B.E. (Electronics & Telecommunication), from S.R.M Engineering College, Kattankulathur,
Chennai, Madras University (1999)
Diploma (Computer Technology), from Thai Moogambigai Polytechnic-Chennai, Department of
Technical Education (1997)
Personal Details
Date of birth: 26-08-1975
Languages known: Tamil and English
Resume of N. Neelanarayanan Update: Jan 2010 Page 5

6. Mobile: +91 9845456537 Mail-ID: neelakantan.neelanarayanan@gmail.com
Indus Media Internet., Chennai
(Nov 1999 To May 2000)
Design Engineer (Nov 1999 To May 2000)
• Successfully handled the complete content development and web programming operations.
• Handled various duties including web page maintenance & development.
• Provided assistance to the content team in data management.
Education
Executive General Management Program, from IIM Bangalore (2006)
B.E. (Electronics & Telecommunication), from S.R.M Engineering College, Kattankulathur,
Chennai, Madras University (1999)
Diploma (Computer Technology), from Thai Moogambigai Polytechnic-Chennai, Department of
Technical Education (1997)
Personal Details
Date of birth: 26-08-1975
Languages known: Tamil and English
Resume of N. Neelanarayanan Update: Jan 2010 Page 5