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Click here or scroll down to respond to this candidateCandidate's Name
New Jersey / PHONE NUMBER AVAILABLEEMAIL AVAILABLE LINKEDIN LINK AVAILABLEPROFESSIONAL SUMMARYOver 9+ years of extensive IT experience with major focus on Application Production Support. Results-driven Technology Personnel delivering a high degree of customer satisfaction within banking technology industry. Broad-based multi-functional experience across Application Maintenance and Support lifecycle, vendor management, strategic planning, and SLA governance with experience on stability, problem, incident and change management. Team-based leader; creative problem solver; effective communicator adept at delivering services, solving problems and driving efficiencies to produce revenue growth, reduce defects/errors, and reduce costs.Extensive experience in Leading Production Support teams for highly critical applications in Finance and Banking Sector with Bank of America and Citi Bank (Europe Region) and Telecom Domain.Eight years of experience in handling high priority application issues involving steps for identification, troubleshooting, resolving and/or escalation.Proficient in ITIL and ITSM tools, Technical / L2 & L3 Level of Production Support procedures and methodologies.Subject Matter Expert in using monitoring tools like Splunk, AppDynamics, Kibana, Prometheus, Introscope, Glass Box and Tealeaf.Expertise in setting up and maintaining systems for monitoring system health and performance with high reliability on critical application ecosystems.Experience in Problem management activities having actively participated in all PM lifecycle steps and following through until problem closure.Proficiency in Change management including tasks like testing, change review, planning, readiness check and post implementation validation.Experience in Vendor Engagement having worked with numerous Vendors in the context of Incident troubleshooting, Change coordination, Capacity planning and Root cause investigation.Disaster Recovery planning experience including creating DR planning document, coordinating activity, collecting evidences, troubleshooting and following up issues identified.Proven experience in Capacity planning which includes in depth analysis of system health, hardware capacity, identifying possible bottle necks, SLA dependency review and Volume prediction.IBM AIX certified and good knowledge of Unix System Administration.Excellent talent for learning new technologies as that is a fundamental requirement in Production support as we will have to grasp understanding of ever-changing array of technologies, be it Operating systems, Hardware platform, Network components, Security systems, Application environment, Messaging protocols, Database technologies, Storage tech, Support tools, etc.Data migration and tested functionality of old and new server platform.Created PL/SQL test cases and executed unit and system testing.Created and modified SQL PLus, PL/SQL and SQL Loader scripts for data conversions.Developed and modified triggers, packages, functions and stored procedures for data conversions and PL/SQL procedures to create database objects dynamically based on user inputs.Wrote SQL, PL/SQL, SQL PLus programs required to retrieve data using cursors and exception handling.Expertise in automating various tasks and processes from day to day manual efforts, to solutions that perform predictive analysis to anticipate issues.Act as a Subject Matter Expert for all the Applications supported. This is a critical aspect of my experience and skill as Prod support acts as a reference point for Development teams to provide functional insights and operational feedbacks, for Business as an interface for technical help and for Senior Management as a contact to provide critical insights, especially during high priority incidents.Experience in performing Code review for identifying defects, debugging issues and creating reference documentation.TECHNICAL SKILLSDomainInvestment Banking & Finance, Telecom, BI DWOperating SystemSolaris, Linux, Aix, Windows 10, XP/2K,Programming LanguagesOracle PL/SQL, MS SQL, LINUX / UNIX Shell scripting, C, C++, IBM MQ v7.0, Java, PythonTools/SoftwaresSAP BO : BO Xi 3.1, BO 4Authentication : LDAP, Active Directory, Single Sign-OnTools : Informatica, AutoSYS, JIL Jobs SQL Developer, Putty, SAP BOMethodology : Agile -Scrum, WaterfallVersion Control: SVN, CVS, GitDatabasesSAP HANA, Sybase and NetWeaver 7.4, Oracle 9i/10g/11g, Sybase, Informix, Oracle 10g/ 11g, MySQL,ITIL and Ticketing ToolsVirtual Tech, Clarity, Unicenter service desk, RPM (Rational Portfolio Manager), RADAR, Change Order, Virtual ticket, Virtual Change Order, ResolveIT, ServiceNow, BMC Remedy ITSM, JIRAMetrics ToolsClarity, RPM (Rational Portfolio Manager), RADAR, Change OrderReporting ToolWebi Reports,Crystal Reports, BOXI 3.0, SAP Bex, Splunk for Log & Data Analysis.Monitoring ToolSplunk, Elastic Search, Prometheus, Grafana, CA Wily, IntroscopeWORK EXPERIENCETitle: Developer, Application Support Lead [New Jersey : 2018 - Present] Project: Enterprise ExperienceClient: Citi Bank [New York]SummaryDigital Payments and Commerce team handles Level 3 support of major transfers and payments application within Bank. Team supports multiple applications like Digital wallet, P2P and Me2Me Transfers, Bill payments etc.EnvironmentToolsJava, J2EE, JBoss, Kafka, Docker, Kubernetes, RedHat OpenShift, Jboss, Oracle 11g Database, REST, Web Services, SOAPSplunk, Kibana,Elastic Search, Prometheus, Grafana, IBM Tealeaf, GitLab, AppDynamics, Putty, ServiceNow, JIRASpecial AchievementsSupervised turnaround of an underperforming Prod Support Team: Was brought into lead a production support team that was underperforming and had regular (almost daily) Client escalation. Established procedures that equipped team to identify and escalate issues promptly, ramped up alerting and automatic monitoring systems, enhanced defect and improvement tracking system, increased client engagement, etc. Managed to oversee a complete turnaround from a position of almost losing the Project contract and all this was achieved without any team resource movements.Migrated monitoring from Splunk to Kibana within couple of months: Was able to quickly learn Kibana and Elastic Search to migrate our alerting and monitoring system from Splunk to Kibana.Title: L3-Production Support Lead [Charlotte, North Carolina: 2016-2018] Project: Digital Payments and CommerceClient: Bank of AmericaSummaryDigital Payments and Commerce team handles Level 3 support of major transfers and payments application within Bank of America. Team supports multiple applications like Digital wallet, P2P and Me2Me Transfers, Bill payments etc.EnvironmentToolsJava, J2EE, JBoss EAP v6.x, Apache HTTP v2.2, IBM WebSphere MQ v7.0, Oracle 11g Database v11.2, Red Hat RHEL v6.3, XML, Spring, REST, Web Services, SOAP, Informatica, Autosys, JAVA batch, NDM, SFTPSPLUNK, AppDynamics, CA Wily Introscope APM, SiteScope, Glass Box, IBM Tealeaf, TOAD for Oracle Xpert v11.6, Perforce (version control), Tectia v6.3, SoapUI v5.1.3, BMC Bladelogic, Putty, AppviewX, Appwatch MQ, DynaTrace, BMC RemedySpecial AchievementsCustomer Impact Calculation Tool: Developed a SPLUNK based tool which fully automated the manual task of calculating customer impact in case of a Production issue. The tool used statistical analysis to identify call flows affected during an issue and extracted unique customer impact numbers.Splunk Automations: Several dashboards for various needs which significantly reduced manual monitoring effort by L1 teams. Worked with Dev teams to create specific log framework which could then enable creating visualizations and alerting not possible earlierSet up a new Prod support team for Newly onboarded Application: Managed a team of 5 resources in setting up Production support for newly onboarded Digital Wallets space (Apple Pay, Samsung Pay, Android Pay etc.). This required working with Business, Project team, working with executives etc. We built up Production support Documentations, Alerting, Monitoring, Disaster Recovery Plan, Access review, escalation procedures and so on, from scratch.Title: Application Support Analyst [Charlotte, North Carolina: 2014-2016]Project: Object Orchestration ServicesClient: Citi Group [Europe Region]SummaryObject Orchestration Services (OOS) is an Enterprise Integration Application middleware system built around SOA framework. This suit of applications was a TIER 0 - Backbone of Citi Bank digital services platform, supporting various channels like Online Banking (OLB), Voice Guided System (VGS), Banking Center etc.EnvironmentToolsJava, J2EE, webMethods 8.1, Red Hat Enterprise Linux, IBM DataPower Xi50, SOA, Web Services, XML, IBM Websphere MQ, Oracle 11g DatabaseSPLUNK, DynaTrace, Sitescope, Introscope APM for Java, SQL Developer, Blade LogicOrganization: L&T Infotech, Bangalore, IndiaProject Name: ISG Distributed Application [Bangalore, India:2012 to 2014]Client: Citigroup.Technical Environment:Weblogic8/9/10, Oracle, SVN, Git, RPM, Splunk, SAP BI/BW HANA, BO, AutosysBrief Profile:ISG Distributed Applications Maintain a centralized reconciliation and reporting framework that highlights current data discrepancies between front office trading systems and vendor information.Role: Team MemberOrganization: IBM India Pvt Ltd, Bangalore, IndiaProject Name: NIDA (Network Inventory Data Architecture) [Bangalore, India 2007 2012]Client: Century Link, Inc. USA.About Client: Century Link, previously part of SPRINT Communications is one of the leading land line based Telecom service provider in USA.Domain: TelecomBrief Profile:NIDA application deals with the Network Inventory Operational Data store & Data Warehouse used for keeping Network inventory information,This application takes care of Extracting, Transforming & Loading of historical data from multiple upstream applications & passing it to the Downstream Applications using daily, weekly & monthly running jobs and also loading the data to the Ware house tables.Role: Team Leader with Analysis, Design, Development, Implementation, Testing, Application/Production Support responsibility.Technical Environment: Informatica 8.6, SAP HANA Informix, Oracle 10g, UNIX, Linux, Shell script, SplunkSpecial AchievementsExpress Search: Developed a custom Log searching tool with a suite of UI based customized filtering option and ability to perform concurrent searches in over 500 JVMs under a minute. This tool was developed prior to adoption of Splunk. Our Client claimed $200K Man Hours saved by using this tool as opposed to performing manual searches.Log Analyzer: Developed Java based tool which aggregates log from all JVMs and performs basic automated analysis to recognize issues. Especially useful in detecting low level errors that are not humanly identifiable. An example would be failures from one server in a cluster because of a missing firewall rule.Hourly Health Report: Developed a customized solution to fully automate a manual task performed by level 1 team to do a summary sweep of a list of applications. The solution was achieved by doing a mashup of data from various sources including Command line interface of CA Wily Introscope, custom java processes, bash scripts etc. The report was triggered by CRON schedule and provide custom reports and alerts based on preset thresholds.Training and CERTIFICATIONSIBM UNIX AIX Certification [2009]Informatica version 8.0 and 9.0 Training from NIIT.QUALITY - Configuration Management & Change Management,Metrics Analysis & Quality level Training.EDUCATIONPost-Graduation : MCA, Kolkata, St. Xavier College.Deploma : DOEACC A-Level certification.Graduation : B.Sc Burdwan University.Professional References: Provide upon request. |
