SUMMARY:

• 6 + years of experience in System Analysis, Design and Development, Production Support, Maintenance
• Areas of expertise skills in databases Oracle, Sybase, DB2, UDB; Operating Systems Unix, Confidential, Linux, Windows; mobile OS Android, IOS; Version control tools GitHub, Subversion, CVS; Incident management tools Remedy, ServiceNow, HPSM; Application Servers Weblogic & Websphere; Other tools SOUP UI, Buildforge, Confidential ; Monitoring Tools Splunk, Sitescope, CloudWatch; programming language’s Java, .net & J2EE design patterns; Process Change management, Identity and Access Management, Sailpoint, InfoSec Audits, Incident Management.
• Extensive experience in Installation, Configuration, and Migration, Trouble - Shooting and Maintenance of Splunk Apache Web Server on different UNIX flavors like Linux
• Worked on Security solutions (SIEM) that enable organizations to detect, respond and prevent these threats by providing valuable context and visual insights to help you make faster and smarter security decisions.
• Experience with Splunk Searching and Reporting modules, Knowledge Objects, Administration, Dashboards, Clustering and Forwarder Management.
• Extensive experience in Incident, Problem and IT Change management. 8+ years' experience in UNIX, Shell Scripting, Cobol and PLSQL programming
• Have good experience in Level 2 Production Support of Financial suite applications. Subject Matter Expert in Client data on boarding. Strong exposure to financial domain, Investment banking, Reference data strategies, domain knowledge of Client data on boarding, client reviews and KYC concepts.
• Proactively monitored Application Processes, Identified enhancements, root cause analysis for a bug and development requirements. Worked on all stages in a typical SDLC like Requirement Analysis, Estimates, Design, Coding, Unit-Testing, Integration testing, System testing, User acceptance testing
• An Excellent Team Player with good problem solving approach having strong communication, leadership skills and ability to work in a time-constrained and team-oriented environment.
• Proficient in data loading/extraction using SQL*Loader and utilities and tools. Extensively involved in SQL tuning, debugging and fixing the codes/scripts.
• Documentation of solution knowledge and process monitoring techniques for re-use by Support teams Strong analytical and problem solving abilities.
• Strong Experience working on Oracle Identity Access Manager, Sailpoint, CyberArk Identity Manger, Tivoli Access Manager, Unix Both local and VAS (Vintela Authentication Services), AD Active Directory, Access Recertification and SoD (Segregation of duties both human and system- application id access).
• Extensive experience on Info Security Policies and process through enterprise level.
• Extensively worked on creating the Confidential scripts and scheduling the Confidential jobs
• Extensively worked as a Level2, Level3 Production Support Engineer to support 50+ financial applications in Fannie Mae & Freddie Mac.
• Provided 24/7 on-call support for production, strong team player, good analytical skills.
• Extensive migration experience from sitescope, cloudwatch, new relic to Splunk Enterprise.
• Have excellent logical, analytical & debugging skills Possesses high working qualities with good interpersonal skills, highly motivated, fast learner, good team player and very proactive in problem solving with providing best solutions.

PROFESSIONAL EXPERIENCE:

L2 Production Support Engineer

Confidential, Stamford, CT

Responsibilities:

• Presently acting as an SME for the client onboarding and account opening systems providing support to team in all 3 regions (APAC, EMEA, and AMER). Experienced in data analysis for solving customer issues.
• Analyzing the issues and resolving the same, proposing a workaround to maintain business continuity and ensuring minimum business downtime. Identifying the critical issues and taking prompt and effective actions spontaneously.
• Providing the end user communication for critical issues like service delays/disruption with ETAs. Daily system and application health checks are performed to ensure the smooth running of the application. Handling user queries related to reports, daily job schedules/Database management and providing the solutions within the specified SLAs.
• Discuss with users and prioritize the issues (tickets) or enhancement for quarterly application releases. Provide support during User Acceptance Testing to Development team. Providing Weekly and Monthly incident trend reports to client manager and other dev managers
• Conducting weekly incident/problem management calls with development team. Engaged in PRC calls with development team to track the status of the release. Release of the components to the production system after high level verification
• Communicate workarounds to be followed to L1 and L2 till the issue/work order gets complete/resolve. Raising issues to development team and working with them closely for permanent fixes through calls.
• Working with development team for testing enhancements, fixes in Test environment and releasing them in production environment after satisfying results and signoff from business and all relevant support teams.
• Providing release management support as a primary release manager for contact center center and voice technology, tracking projects from entry into the release through deployment.
• Evaluate overall risk of project to the release as a whole, evaluate and cross reference application impact to uncover any unexpected overlaps with other process and encourage communication between projects and stakeholders.
• Verify there is agreement between the line of business and testers that all items are ready to deploy.
• Collect, validate and publish deployment tasks for my area prior to deployment activity.
• Monitor the deployment to report any issues that may occur due the deployment.
• Provide daily operational support to end-users for administration access, profiles, and passwords, resulting in a satisfied internal customer base.
• Assist in enforcing company security policies and procedures, ensuring we met state and federal guidelines
• Collaborated with IAM team for IMS integration with Access Central automating and centralizing new hire, termination, transfer process between Centeno and Health Net line of business
• Participate in planning of migration of Lotus Notes to Outlook
• Conduct technical training for Service Desk resulting in a more efficient triage and support of issues
• Provide new hire documentation and training for managers and above of the new processes with the integration of IMS to Access Central.
• Provide training on how to hire and manage Vendor Staff - Contingent Worker records within Workday.
• Collaborated with project management team and HR team with the migration of Health Net legacy HR System to Centene's HR system,
• Ensure the safety of information systems assets and protect systems from unauthorized access
• Apply best practice techniques in troubleshooting, testing, and quality assurance
• Provide technical expertise while actively participating in projects including requirements gathering, implementation, development, testing, and deployment.
• Assist with data integration
• Provide training and supporting documentation for end users
• Research products, methods, or tools, that may assist in enhancing work activity
• Experience working with ServiceNow, Remedy and Heat for Incident tracking/ticketing systems

Environment: Java, Confidential, J2EE, Oracle 9i, Oracle Forms, Splunk, Identity Access Management, SailPoint, Sitescope, Cloud Watch, AWS, PLSQL, Dimensions, UNIX Shell scripting, plsql Developer, Sybase, SQL server, Mainframe, Informatica, Business Objects, Documentum Citrix, HP-UNIX, Windows XP

Splunk Production Support Analyst

Confidential, Pittsburgh, PA

Responsibilities:

• Installation and configuration of Splunk product at different environments.
• Configured Splunk Searching and Reporting modules, Knowledge Objects, Administration, Add-On's, Dashboards, Clustering and Forwarder Management.
• Designing and maintaining production-quality Splunk dashboards.
• Developed Splunk Dashboards, searches and reporting to support various internal clients in Security, IT Operations and Application Development.
• Splunk Enterprise Deployments and enabled continuous integration on as part of configuration management.
• Worked on Security solutions (SIEM) that enable organizations to detect, respond and prevent these threats by providing valuable context and visual insights to help you make faster and smarter security decisions.
• Configured and developed complex dashboards and reports on Splunk.
• Involved in Installation, Administration and Configuration of Splunk Enterprise and integration with local legacy systems
• Splunk DB Connect 2.0 in search head cluster environments of Oracle
• Experience with Splunk UI/GUI development and operations roles.
• Expertise in creating and customizing Splunk applications, searches and dashboards as desired by IT teams and business
• Analyzed security based events, risks and reporting instances.
• Drive complex deployments of Splunk dashboards and reports while working side by side with technical teams to solve their integration issues.
• Worked on Splunk architecture and various components (indexer, forwarder, search head, deployment server), Heavy & Universal forwarder, and License model.
• Good Understanding of configuration files, precedence and daily work exposure to Props.conf, transforms.conf, inputs.conf, outputs.conf and Setting up a forwarder information based on requirement.
• Maintained Splunk Environment with multiple indexers; managed and configured settings.
• Improved search performance by configuring to search heads for all Indexes in production.
• Analyzed security based events, risks and reporting instances.
• Developed Splunk queries and dashboards targeted at understanding application performance and capacity analysis.
• Worked for getting data in managing Splunk apps.
• Assisted internal users of Splunk in designing and maintaining production-quality dashboards.
• Splunk DB Connect 2.0 in search head cluster environments of Oracle.
• Installation and implementation of several kind of visualizations to Splunk dashboards.
• Continuous monitored of the alerts received through emails to check if all the application servers and web servers are up.
• Knowledge on Parsing, Indexing, Searching concepts Hot, Warm, Cold, Frozen bucketing.
• Assisted in various projects related to Bay Dynamics and CASB and ingested Splunk into their environment.
• Conducted surveillance on various phishing emails and created alerts from future spam.
• Worked as part of Cyber Security Incident Response team to check on malware virus and threat emails. Developed Splunk Search Processing Language (SPL) queries, created Reports, Alerts and Dashboards and customized them. Implemented Dynamic drilldowns that provide greater flexibility to the end user.
• Managed Indexer Clusters including security, hot and cold bucket management and retention policies.
• Setup and configuration of search head cluster with three search head nodes and managing the search head cluster with deployer.
• Independently identified opportunities to improve operational and other performance for Security, IT Operations and other clients.
• Responsible for documenting the current architectural configurations and detailed data flow and Troubleshooting Guides for application support.
• Splunk configuration that involves different web application and batch, create Saved search and summary search, summary indexes.
• Various types of charts, alerts settings, app creations, user and role access permissions.
• Creating and Managing Apps, Create user, role and Permissions to Knowledge objects.
• Managing indexes and cluster indexes, Splunk web framework, data model and pivot tables.
• Hands on development experience in customizing Splunk dashboards, visualizations, configurations, reports and search capabilities using customized Splunk queries.
• Worked on Splunk architecture and various components (indexer, forwarder, search head, deployment server), Heavy and Universal forwarder, License model.
• Designing and maintaining production-quality Splunk dashboards.
• Good experience in Splunk, WLST, Shell scripting to automate and monitor the environment routine tasks.

Environment: Splunk 6.x, Splunk DB Connect and other modules, Oracle WebLogic 9.x/10.x, Tomcat 5.x/6.x, Oracle 9i/10g, Solaris 10, LINUX, Sun ONE Directory Server 6, Sun One Web Server 6.0, Apache 2.x, Python

Production Support Analyst (SME)

Confidential, Pittsburgh, PA

Responsibilities:

• Team management from onsite and offshore
• Incident, problem and change management process to make team followed the guidelines
• Cross track co-ordination and P1/P2 support
• Application System Monitoring, Performance monitoring, DB monitoring and acknowledge escalations within defined SLA. (LAE Console, Splunk and Elastic servers)
• Experience in web based Application monitoring tools & reporting
• Providing Quick solutions for critical service and high business impact incidents
• Application SME on migrating entire project from Oracel to MongoDB
• Troubleshoot, diagnose, and escalate customer issues as needed
• Monitor & assign backlog incidents to team level2 and Level3
• Escalation call backs from Theater ledas from Level1
• Support and debug saas subscriptions (initial, Change, Renewal, Cancel)
• Work closely with War room for prioritizing the normalization issues
• Support change management for any infra changes and test Prod system availability
• Track ownership for Incident, problem, Change management
• Troubleshooting and CA for open PBI's, Monthly call with Engineering team for PBI prioritizations
• Review and deliver the quarterly /monthly metrics within given SLA
• Documenting re occurring issues and their solutions and provide solutions for feature occurrence
• Strictly following ITIL standards for Incident and Problem management and adhere the entire Team
• Developing internal tools, utility to avoid major time spent in cross flow
• Train/gain knowledge of internal tools and diagnostic methods specific to new/existing features in Guidewire's product suite.
• Support Hardware, SaaS/Onprem Product orders End To End

Environment: Core Java, JSP, JSON, Oracle11g (Sql, Pl Sql), Web Services, Hibernate, Unix shell scripting, Elastic search 0.90.6, Soap UI, Remedy, Kibana, MongoDB, Rally, MongoChef, Rally, Kafka, Spring, SOAP UI