OBJECTIVE:

To obtain a challenging position in the IT industry that will utilize my Technical and Management Skills. So, I can contribute my skills towards overall growth of the organization and work in an environment conducive to self - learning and development.

PROFESSIONAL SUMMARY:

• Experience in Service Delivery Management and managing external Managed Service Providers. Evaluating Service Delivery Statistical reports and performing analysis on a weekly basis for areas of responsibility, including SLA’s, and overdue issues.
• Provide a detailed technical as well as functional understanding of the current business rules in Web, Retail and Order management applications. It includes but not limited to, providing technical architecture understanding to the technical team through interface design document, providing functional business rules to the business analyst and project management
• Supporting governance teams in managing service providers for delivery of contracted services to ensure that SLAs (service level agreements) and KPIs (key performance indicators) as defined in the relevant contracts are met or exceeded.
• Excellent understanding of ITIL processes - Incident, Service Requests, Change Management, Problem Management, Critical Incident Management Processes
• Resolve daily issues of complex scope that impact the team and overall business objective
• Solid Experience in various types of applications availability matrix and deployments in production and non-production environments.
• Experience to handle projects which are running 24*7*365 business model as on call support for production and NPE critical incident.
• Having soiled experience to manage end to end incident management and problem management with proper use of ITIL principle in prod and non-prod.
• Having experience for Defining and reporting actionable metrics, Investigation, Mentoring & sharing best practices
• Having experience to apply expert level experience to perform checks of team deliverables and solution design for quality, business availability, potential impacts to other processes and systems.
• Experience at different levels of Support Process and Formidable Technical, Analytical and problem-solving skills.
• Coordinate with internal and external partners ensure that the production systems are up and running.
• Experience for effectively communication and strong associations with all levels of employees and management in groups and one-on-one.
• Experience to plan large efforts in small bundles and short sprints maintaining continuous delivery and continues improvement for the business.
• Experiences in individual and teamwork/leadership roles.
• Well-acquainted with CMMI practices and Agile (SCRUM) Methodology. Good experience of working in agile process and agile process implementation.
• Builds strong customer relationships and creates processes with customer viewpoint
• Excellent communication, interpersonal, analytical and problem-solving skills.
• Experience and good understanding of Improvement Support process and value addition ideas.
• Generation of various reports which are essential for the business development.
• Follow-up on the production & NPE issues with respective support teams till its closure & getting the RCA with improvement plan and permanent fix.
• Strong track record of understanding and interest in current and emerging technologies.
• Extremely reliable, hardworking, honest, dedicated and have energy enthusiasm
• Experience to grip various phases of Managed Services and TNM projects for ASM,CM and Operations.

TECHNICAL SKILLS:

Monitoring tools: BSM, Keynote, Wily, Extra Hop, One Console, Splunk, App Dynamic Icinga, Engineering dashboard

Operating Systems: UNIX, Windows

Application Server: Oracle Web logic, IBM Web Sphere

Application Package: MS Office

Databases: PL/SQL, Toad, Oracle

Technology: .Net and Java

Ticketing System: AR Remedy System, PIER, HP Quality Center, Change Board tool

Cloud Platform: PCF, PKS

Build and CI/CD tools: Jenkins, EDP Jenkins

Version Control system: CVS, GitHub, Stash, Bitbucket

Other System/Tools/Skills: Putty, SOAP UI, JIRA, WinSCP, Terminals, artifactory, PagerDuty (PD), RAPID, DUDE tool, Rally, TIBCO, EMS. CQ5, Service Now

PROFESSIONAL EXPERIENCE SUMMARY:

Technical Lead

Confidential, Bothell, WA

Responsibilities:

• Collaborate with business partners to understand business objects to deliver high functional project deliverables.
• Track and manage configuration management (CM) projects. Develop project scope, work schedules, timelines and work assignments to ensure all the project deliverables are met.
• Eliminate data discrepancies and bridge gaps between different departments to ensure effective reporting between cross functional units.
• Assist in configuration and implementation and utilization of measurement tools to evaluate business process effectiveness.
• Provide technical assistance to create job configuration with automation for multiple teams using Jenkins CI/CD pipeline.
• Design, build, and deliver DEV/DIT/QAT environment as per release basis in non-production.
• Provide technical assistance in identifying, evaluating and developing systems and procedures.
• Ensure data extracts and reporting solutions are refreshed on scheduled basis, stable and trusted by business users.
• Serves as escalation point for all issues while on shift and verifies relieving managers have the matter in hand when they go off shift. Maintains engagement even when off shift and remains aware of conditions affecting the network on a 24x7 basis unless on PTO or otherwise assigned. Audits and maintains integrity of operations-centric data in all engineering systems including proper closure of tickets/tasks and work-log updates.
• Creation of technical and support documents.
• Effectively provide guidance to team as their lead, helping to establish goals and aiding .
• Driving business review meetings with internal and external leadership.
• Create Daily Reports, WSR, MOM, Monthly Decks and share to customer management.as per specific timeline.
• Involved and Provide technical assistance from legacy to PCF migration for TMO apps in NPE area.
• Leads the product transformation within Product & Technology has a continuous improvement mindset.

Technical Lead

Confidential

Responsibilities:

• Track and manage ASM retail applications for Develop project scope, work schedules, timelines and work assignments to ensure all the project deliverables are met.
• Provide a detailed technical as well as functional understanding of the current business rules in Retail applications. It includes but not limited to, providing technical architecture and functional understanding to the technical team through interface design document, providing functional business rules to the business analyst and project management.
• Handling production issues, problem management, incident management including ticket handling, defect resolution, and outages.
• Driving the End to End Application support of the Retail Operations product and applications as part of the business requirements including inventory management, operations, deployment, release, device launch, incident handling.
• Gather new requirements for different modules/projects, drawing out a plan for releases of the enhancements for the applications requested by the users and planning work for subsequent releases.
• Coordinate with end business users to provide them functional and technical support for the deployed desktop and windows-based applications.
• Roll out various initiatives including continuous service improvement, Service/Process Audits, Service Management teams, Business Aligned IT, Value Creation Council, etc.
• Regular interaction with the offshore team and System Engineers from the customer’s side during the and production release of the project. Resolving deployment issues and coordination with Operations teams for deploying services in production.
• Monitor the batch processes including ETL that run on production servers daily, in case any process fails, to communicate to the business and re-run the processes. Bug fixing of any error occurs during the ETL Process and production release.
• Build and deploy the desktop and windows-based applications on user’s machines and provide the function understanding and to the end business users
• Analyse the issues reported by the users and provide a solution to them. This would require a thorough and good knowledge of domain, Java, Unix, WebSphere, Wily, HP BSM, Splunk, BIGIP (Load Balancer), Oracle DB and SQL DB as most of the jobs which apply data from various systems coded/built on the above technologies and tools.
• To gather specifications, convert them into traceable and testable requirements, deliver solutions to the client and client’s end customers based on understanding of the domain or technology and in need of the application and business requirement
• Create reporting tool using that help in identifying problems in production environments and reports applications performance, availability over the period.
• Work on production issues which need to be solved on the spot for any application, i.e. work on the critical bugs that may be there in the production system and support it from onsite.
• Preparing and analysing the weekly performance report of the product for different regional markets and sharing the same with the business management team. Preparing and sending out the weekly status report to the client and Confidential senior managers.

Senior Subject Matter Expert

Confidential

Responsibilities:

• Experience in Production/Application Support environment on cross-platform web-based applications and a solid experience on integration deployment on staging and production.
• Major part of support is dedicated to Web and Retail Application Environment.
• Create and Deploy the CR (Change Request) from staging environment to production environment with the coordination of development and testing teams.
• Provide 24X7 on call support for production critical issues only
• Handling production issues, problem management, incident management including ticket handling, defect resolution, and outages
• Able to work independently with deep focus on specific product/application, rather than shallow knowledge of all areas.
• Play a proactive role in increasing the knowledge level of team
• Coordinate with different teams and ensure that the production systems are up and running
• Ensure the system health check is in good shape. and the scheduled changes are deployed to the production on-time without any issues
• Ensure high system availability to the end customer by proactively working with various support groups in resolving the production issues
• Checking the utilization or uses of Application Server which was a Web sphere server using UNIX command.
• Done the deployment stuffs like Weekly Build, CMS and Magenta from Staging to production.
• Worked on remedy tickets for different types of issues.
• Checked and clean-up disk space for multiple UNIX server boxes.
• Find out logs and make Root Cause Analysis, Post-Mortem Analysis.
• Conduct KT sessions to the teams and manage the documentation
• Involved in Reviews and Meetings & Teleconferences with onsite clients and vender.
• Troubleshooting, diagnosis and repair of web application related issues.
• Administrated Configuration management tools used to deploy application code in product deployment, product testing, performance testing and QA environments.
• Coordinated the configuration of release environments based upon assigned deadlines in accordance with application release schedule.
• Mentorship and of other team members.
• Producing and maintaining documentation to controlled standards, including project plans and status reports.
• Monitor troubleshooting diagnose common system problem, document system events to ensure continues functioning, recommend course of action and implement as approved.
• Find out logs and make Root Cause Analysis, Post-Mortem Analysis.
• Maintain and Monitoring of UNIX and Web logic server for problems.
• Builds strong customer relationships and creates processes with customer viewpoint

Software Engineer

Confidential

Responsibilities:

• Major part of support is dedicated to Web and backend-based Application Environment.
• Performed end to end monitoring for Confidential web and care-based applications
• Analysis, Troubleshooting and Problem Resolution.
• Find out logs and make Root Cause Analysis, Post-Mortem Analysis.
• Providing tech. support for the applications hosted on different application servers like: Web Logic
• Maintain detailed documentation about support
• Strong problem-solving skills, communicates in a clear and effectively evaluates information/data to make decisions
• Done the deployment stuffs like Weekly Build, CMS and Magenta from Staging to production environment.
• Identify the issues with the scheduled changes deployment to production
• Drive the production bridges by managing the stakeholders
• Exhibit sense of ownership and accountability, while dealing with production issues
• Worked on remedy tickets for different types of issues.
• Involved in First level UNIX support and troubleshooting
• Builds strong customer relationships and creates processes with customer viewpoint
• Identifying the source of error/issue reported and carrying out the preliminary resolution steps using various troubleshooting tools/Knowledgebase.
• Analysis transactions failures and work with application team correcting and fixing.