Abhishek Gautam
Production Support Manager
Mumbai
Summary
Highly skilled and experienced Versatile Application Support Manager with 9+ years of IT experience, adept at resolving variety of issues and summarize them in weekly and monthly reports. Able to work well independently or as part of a team. ITIL certified
Overview
6
6
years of professional experience
1
1
Certification
Work History
Application Support Manager
National Stock Exchange, NSE
04.2023 - Current
- NSE is a leading stock exchange in India based out of Mumbai. It is under the ownership of various financial institutions such as National and International Banks. It is world's largest derivative exchange by the number of contracts traded.
- Here, I Work in 24/7 Environment; Perform daily checks/Tasks on application servers; Investigate L2/L3 Issues reported by Business Users. Timely redressalof Incident and Problem Tickets.
- Provide high time availability of application hosted on java and Kafkastreaming engine. Maintaining contingency, Failover and Proactive Monitoring. Deep understanding of java and KafkaArchitecture.
- Proficient in writing shell scripts, queries and automation tasks preparing monthly and weekly reports in excel and BI.
- Identified opportunities for automation within support processes, streamlining operations while maintaining high-quality service standards.
- Established a robust change management process to minimize disruptions caused by application updates or modifications.
- Managed cross-functional teams for efficient application maintenance, ensuring optimal performance and minimal downtime.
Online Payment Gateway Company
BillDesk
09.2018 - 03.2023
- BillDesk is an Indian online payment gateway company based in Mumbai
- The company provides an online payment platform for its clients, enabling banking and merchant website transactions
- My responsibilities include preparing health check reports, taking daily backups, preparing reports for merchant and banks, monitoring applications, uploading new plans, following SLAs, coordinating with internal and external teams, managing BBPS application flow, working on WebSphere Application, handling UAT activities, managing a team of 6 people, and working with Oracle 12c database.
- Taking daily backups of WebSphere production server.
- Responsible for preparing reports pertaining to merchant and banks using Oracle and Shell Scripts.
- Monitoring of 24/7 application including deployment patch fixes and L1,L2 issues. Also supporting major ETOPUP clients in India.
- Monitoring 24/7 Recharges and Plan Fetch activities.
- Uploading new plans on Gpay. Phonepay and major upi platforms.
- Following standard SLA provided by client.
- Working to communicate with internal and external teams for verification of changes.
- Coordinating with Bank Switches.
- Coordinating with Networks VISA ,AMEX,RUPAY ,Master Card
- BBPS (Bharat Bill Payment System) application flow management and maintenance with NPCI for all
bill payments consolidated to single login. - Working on WebSphere Application to deploy releases and patches of payment gateway, mpay ,bbps
,merchant services, Utility Bill Payments, etopup which are applications for recharges
(prepaid,postpaid,DTH) and billpay integrated in Banks and billers like HDFC bank ,SBI , Vodafone
,Relaince JIO, basically all major Indian banks and Billers in INDIA . - Working closely with clients to support UAT activities and giving appropriate solutions on enhancement.
- Handling team of 6 people involved in Application Support
- Managing team and preparing major training documents for new application in team
- Working on websphere application server and Oracle 12c database .
Production Support Analyst
Mastek
- Working as a Production support analyst in a 24/7 environment
- Resolving application and production issues promptly within the SLA
- Extensive experience in Unix Shell Scripting, SQL, and MySQL
- Responsible for gathering and troubleshooting issues and summarizing them into weekly and monthly reports
- Good understanding of ITIL and ITSM operational processes
- Created scripts for monitoring disk spaces, file count, log archival, and load process
- Installed Oracle, Java, Tomcat Software on Linux
- Worked with QA, Release Management, and L2 Support teams
- Vast experience in Oracle advance SQL programming
- Proficient in creation, modification, and effective use of database objects
- Experience in data migration using import and export.
Monitoring and Automation
Intelliswift
- Monitoring of NEFT Oracle batches and UNIX Jobs
- Extensive work on Excel and VBA
- Excellent communication, interpersonal, analytical skills
- Implemented Auto report generation framework
- Analyzing logs and finding the cause of failure
- Preparing weekly reports
- Implemented Archival framework
- Implemented partition framework
- Automated Derived Views Creation
- Performed POC on ODI for data migration
- Excellent expertise in Shell and UNIX programming.
Data Migration
Clover InfoTech
- Migrated data from flat files and distributed oracle systems
- Used SQL and SQL
- Loader to create ETL packages
- Involved in testing the application for Oracle 9i to 10g upgrade
- Tuning of SQL queries
- Involved in all phases of database development
- Prepared Mapping document
- Improved performance and stability of database systems
- Investigated and implemented solutions for data quality issues
- Maintained documentation for technical systems.
ETL Packages
ValueLabs
- Used PL/SQL and SQL
- Loader to create ETL packages
- Involved in testing the application for Oracle 9i to 10g upgrade
- Tuning of SQL queries
- Involved in all phases of database development
- Train the new recruiters
- Extensive use of Unix Shell Scripts, Cron jobs, and Autosys
- Improved performance and stability of database systems
- Investigated and implemented solutions for data quality issues
- Maintained documentation for technical systems.
Production Support
TCS
09.2022 - 09.2024
- Working experience in rotational shifts 24/7 Production Support
- Created SQL
- Loader scripts to load data into temporary staging tables
- Utilized SQL
- Loader to load flat files into database tables
- Strong knowledge in SDLC and all phases of Application development
- Good experience of coordinating with various teams
- Installation, creation, and support of Oracle 10G database environments
- Created Materialized Views and partitioning tables for performance reasons
- Tuned complex Stored Procedures
- Designed Tables, Constraints, Views, and Indexes
- Prepared the Mapping document
- Imported and exported data into multiple environments
- Created Shell Scripts for invoking SQL scripts
- Flexible / Adaptable approach
- Proficient Business Knowledge and Co-ordination skills
- Excellent team management skills and strong communication skills
- Strong technical documentation skills
- Strong customer-service orientation
- Work well in multicultural workplace
- Versatile Unix Production support Professional
- Troubleshooting unintended results and error logs
- Responsible for gathering and troubleshooting issues and summarizing them into a weekly report for management
- Created scripts to monitor disk spaces, file count, and servers monitoring
- Handled all pin requests
- Writing complex SQL queries
- Maintained Pl‐SQL packages and scripts
- Extracted data from different data sources
- Scheduled and monitored nightly batch jobs.
Education
HSC -
AVM
SSC -
MBV
BTECH - Information Technology
Kalinga Institute of Industrial Technology
03.2012
Skills
Incident Management
System Administration
Java Application Support
System Monitoring ITRS/Kibana/Splunk
Oracle12c, Sql Server, Postgresql
Unix Shell Scripting
Python Scripting
Control-M, Sanovi, Jira, Toad, Putty
AWS Cloud Fundamentals
Service Now, SharePoint
IBM Control Desk Service Management
Microsoft Frontline Management
Multitasking Abilities
Decision-Making
Certification
ITIL
Timeline
Application Support Manager
National Stock Exchange, NSE
04.2023 - Current
Production Support
TCS
09.2022 - 09.2024
Online Payment Gateway Company
BillDesk
09.2018 - 03.2023
ITIL
07-2017
Production Support Analyst
Mastek
Monitoring and Automation
Intelliswift
Data Migration
Clover InfoTech
ETL Packages
ValueLabs
HSC -
AVM
SSC -
MBV
BTECH - Information Technology
Kalinga Institute of Industrial Technology
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