Professional Summary:

• ITIL V3 certified with 16 years experience in Application/ Technical Support and Operations.
• Excellent communication, presentation skills, well organized, Team Member, Quick Learner and informational resource with problem solving and leadership skills.
• Proficient in Analyzing, Prioritizing, Resolving issues, Debugging, Trouble-Shooting, Maintenance, Monitoring, Escalating issues, independent contributor and team player.
• Worked in different domains like Analytics, Telecom, Banking, ecommerce, Health care, and Legacy System Applications.
• Managed project resource to successfully meet the project objectives in terms of functionality, quality, time and cost.
• Hands-on experience in providing overall direction and guidance to the team for Support and Operational activity for all support activities.
• Proficient in team building, hiring and technical panel.
• Proficient in IT costing analysis, customer interaction, vendor relations, licensing, procurement of new h/w, s/w and renewals.
• SPOC Single point contact as product owner, defining strategies/SLA, client-facing for cross-functional teams.
• Supported applications in C, C , Java/J2EE, UNIX, Linux, SAP, ETL, DataStage, Kettle, Python, Shell scripting, PeopleSoft, Hadoop and Oracle in mission critical, time-sensitive and client-facing systems on 24X7 Production environments.
• Proficient in AWS cloud supporting applications end-to-end for multiple deployments and operations.
• Used tools like Control-M, Autosys, Tivoli, Nagios, Bugzilla, mantis, etc..
• Conducted POC with clients and stake holders.
• Proficient in Saas, ITIL strategy/standards, Solution/Knowledge Mgmt, Performance Management and deployments.
• Proficient in managing multiple problem streams in mission-critical fast-paced environment and Posses the ability to work multiple tasks to aggressive deadlines and handle new projects by ownership.
• Knowledge and experienced in SCRUM, Project Management.
• Executed business plans involved in analysis, design, scoping, development and testing.

Technical Skill Summary:

• Languages C, C , SQL, Java, Shell programming and Perl.
• Operating System UNIX, Linux and WindowsXX/NT.
• Project Mgmt Tools Visio, Microsoft Suite, Rational Rose, Clarizen.
• SCM Tools Bugzilla, ClearQuest, ACCT, SABLIME, SCME, SCCS, PVCS, Mantis
• ECM Tools EMC Documentum, Microsoft SharePoint, tableau, Cognos
• RDBMS Oracle, DBVisualizer, PL/SQL developer tool, MS SQLSERVER, hive
• Unix Networking Unix/Linux Internals, TCP/IP, IPC, Citrix, FTP, SFTP, SSH, eViews.
• Domains Analytics, Telecom, Insurance, Banking, Real-time, Health-Care, legal/law, ERP.
• Scheduling Tools BMC Control-M, IBM Tivoli, Platinum Autosys JM 4.5, OSF

Employment History

Confidential

Technical Lead Application

• Lead and monitor a team of 10 people for Application Support and IT Operations.
• Accountable for deployments and approval of patches.
• Round the clock support for critical issues in the application.
• Incident Management, trouble-shoot, Release/Change management.
• Mentor and guide team under continuous improvement process.
• Involved in meeting SLA deadlines, stake holder's updates.
• Coordinating with Cross-functional teams.
• Act as technical architect for providing solutions for product enhancements for increasing number of clients, support with the application.
• Cloud deployments, implementations of the application.
• 24x7 team support for Operations and Application Support with L2/L3 level.
• Implemented Capacity Planning, costing, IT analysis, hosting.

Confidential

Technical Lead Manager

Key member for Operations and Support team to build, manage and mentor the team with Vendors. Built a sophisticated team of Operations Support, Application Support/ Sustenance and QA in pre and post sales support.

• Accountable and Owned all the 6 products of company with end-to-end activities.
• SPOC for defining Support team strategies, SLA's.
• Implemented Solutions Journal, documentation for all end-to-end process.
• Implemented Saas, ITIL with proven Best Practices in Operations and Support.
• Involved in Multiple migrations from legacy UNIX/Windows systems to cloud.
• Managed and brought down the infrastructure cost in Cloud.
• Managed 100 minor and major clients across all products.
• Brought in Client on-boarding process with process and implementation.
• Implemented Capacity Planning, costing, IT analysis, hosting.
• Interact with HR vendors for recruitment and hiring as per project needs.
• Provide support and enhancements to existing functionality within the environment which will include design and implementation of new functionality.
• Interacting with end-users to understand requirements, prototyping, functional specification, development, data mapping and setting of configuration tables, documenting, end-user training.
• Identifies potential issues, which may impede delivering on business requirements, bringing those issues to the attention of the functional team leader or project sponsor and driving to resolution to obtain business results.
• Client handling and delivery of releases in critical deadlines and SLA's.
• Managing Vendors with key metrics of resources and hiring strategies.
• Implemented 24x7 team support Operations and Application Support with L2/L3.
• Implemented Operations hierarchy for reporting and complete visibility.
• Successfully conversed business needs to technical development, automated process with all applications, Support and IT operations.

Product/Application Support Manager

• Key member to the Proclivity team ensuring the Technical/Application Support and Operations and providing quality services to their clients meeting deadlines, managing internal and external SLA's. Implementing ITIL strategy and standards into the regular process and environments.
• Responsible for production/technical support of mission-critical client-facing data driven applications and systems, including proprietary predictive analytics web-based application and partner-facing systems and integrations.
• Analyzing, prioritizing and resolving production issues with applications and systems.
• Executing proprietary applications to generate and deliver client-facing services.
• Designed and coordinated with cross-functional teams for OSF tool.
• Evaluating systems and process stability and making recommendations for improvements

Product/Application Support Lead

• Recommend and coordinate changes, enhancements and optimizations to software configurations management, automate batch jobs to improve job performance and stability of complex n-tier systems environment.
• Worked on SharePoint for documents to get requirements from developers, third parties and other teams, Deployment of UNIX scripts, Cognos, Websphere, SQL server components DB components, application. Automated generation of reports for AIG's important 3rd party application and scheduled in Autosys and System Health check for Sys Admin to generate HTML report.

Application/SW Development/Support Lead

• Involved in design/code/functional reviews and Process flow of batch jobs.
• Used Control-M, Autosys 4.5 to create, maintain jobs
• Involved in writing test cases, test scripts and co-coordinating with testing cycles.
• Managed the IBM PCG ITES project group for operations, batch job processing,
• Used EMC Documentum eRoom for SLA's, SDD, FDD, runbooks and visio diagrams.
• Co-ordinate with all groups and involved in Release, Migration and Maintenance
• Organized and involved in incident/status meetings for production related
• sev 1issues.
• Managing project time tracking and progress using WEBSTR.
• Understand and identify KSFs Key success factors , KRFs Key Risk Factors .

Product Support Analyst

• Extensively used SQL for writing custom SQR's for generating reports and other query related data retrieval for comparisons of data between BNY/JPMC.
• Product Support Analyst Production, Staging
• 24x7 Support for production, development, testing environments in a clustered environment on HP Proliant servers.
• Product Operation Support
• Developed custom SQR's for vendor extract, asset conversion, cost center mapping and mapping of balance files and to post data through flat file. Solved issues with archiving the reports dated back to 2002, mapping data from JPMC to BNY from mainframe files.
• Handling routine production jobs on daily basis, prioritizing tasks and scheduling batch processing through PeopleSoft process scheduler.
• Handled work requests with proper escalation and shift turn over in a 24x7 environment.
• Monitoring billing/usage/CACS/Finance/collection jobs using Perl script and Shell script.
• Tracking/Prioritizing of TR's, CR's for SCM using PVCS and WEBTRAX.
• Coordinate and support for testing on a maintenance schedule window, configure test environment as required.
• Maintenance of servers related to different environments like testing, PreProd, staging.
• Project Plan Execution for Production Support and Solution Test teams.
• Maintaining the NS, FTP, Red Hat Linux, HP-Proliant, Qmail, Apache Web Server and MySQL database and running batch process.

Project Lead

Project Lead

• Handled On-site and Offshore teams prioritizing tasks in production env.
• Responsible for technical implementation of a business solution. As such involving in the both business consulting and development processes, and interacting directly with the client, 3rd parties and development team.
• Product Support and SME for Billing, Usage and Rating
• Primary contact for issues relating to Change Management and Implementation.
• App support 24X7 for all issues under Staging, PreProd, CTS, GSAC and APS teams.
• Create maintenance-window requests, Db refresh requests, Approving requests.
• Involved in identifying sample input files, Interface requirements, Sys param.
• Directing the technical flow of the project from business requirements to solution development and delivery.