Production Support Analyst Resume

SUMMARY:

6.5 years of experience in Application and Production Support and Maintenance, Incident and Problem management.
6.5 years of experience in managing high volume 24x7 production batch support.
6.5 years of experience in Private Wealth Management financial applications and user support in the Investment Management Division Team for Confidential .
Have rich experience in infrastructure upgrade and disaster recovery planning.
Skilled at automating complex monitoring and manual processes and tasks.
Highly motivated, detail oriented and has ability to work independently and also as a part of the team with excellent technical, analytical and communication skills.
Ability to pick up new technologies, solve complex technical problems and multitask between different projects.
Worked closely with Project manager, development, testing and production team to align project deliverables, dates and report

TECHNICAL SKILLS:

Domain: Investment Banking, Wealth Management

Operating Systems: UNIX (Sun Solaris), Linux RHEL 6, Windows

Web/Application Servers: Apache Web Server, Apache Tomcat

Tools: ITIL, Sitescope, Autosys, JIRA, Confluence, Putty, MS Office Suite, Aqua Data Studio, Nagios, Informatica Powercenter 9.x

Languages and Scripts: SQL, HTML, Python, Shell scripting, Django, JSON

Protocols: TCP/IP, HTTP, LDAP, SSH and FTP

Databases: Sybase 12.5/15.5/15.7, MS - SQL Server, MS-Access

WORK EXPERIENCE:

Confidential

Production Support Analyst

Responsibilities:

Proactively monitor the operations of the production system and help in resolving any live problems detected/reported.
Production Batch support, which includes monitoring batch on rotational basis, user support, on-call support, job failure analysis and UNIX system and process management.
Perform various code rollouts to implement the changes done by the development team.
Review the production support issues assigned and do due diligence - troubleshooting, root-cause analysis and provide resolution on a timely manner.
Utilized UNIX Commands and Shell scripting for administration, maintenance and troubleshooting.
On-call Production Support (24x7), monitoring and maintaining multiple Applications in Development, QA, Staging and Production Environments.
Knowledge of network protocols TCP/IP, FTP and SSH.
Experienced in planning and coordinating the Sybase data server upgrades from Sybase 12.5 to 15.7 and Sybase 15.5 to 15.7.
Work on the JIRA tool to provide time-to-time status of the work on the tickets related to any users in resolving their application issues within defined SLA.
Manage the incident process to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner.
Take ownership of issue reported by the customer and ensure that it is resolved quickly & effectively or escalated to the next level with relevant data as needed in a timely manner.
Set the right expectations with the customer and keep communication flowing at appropriate intervals.
Focus on improving the overall customer experience through integration of past learning and usage of best practices.
Publish run books and other technical documentation in the Knowledge Base.
Perform health check of the applications and the infrastructure machines (Sybase/Linux).
Ensure the critical outgoing feeds are delivered within the defined SLA.
Assist in activities such as database and infrastructure upgrades and BCP planning.
Continuously following all the KPIs as per SLA, and drive resolution.

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