Amol Rangrao Awalkar

• Client: Barclays.
• Currently working as an Application Support Lead for L2 support in one of the leading UK banks for multiple applications.
• Collaborate with stakeholders to ensure that objectives are met.
• Analyze and resolve complex technical issues.
• Provide technical guidance and mentorship to team members.
• Identify areas for improvement in development processes.
• Monitor project performance, organize resources, and optimize productivity.
• Ensuring the quality and accuracy of deliverables.
• L2 production support, providing infrastructure, and application maintenance and support.
• I have excellent working experience with the ITRS Geneos monitoring tool for banking applications.
• Responsible for monitoring the setup for all the applications in the ITRS tool.
• Managing the project in terms of deadlines and deliverables, and coordinating with the offshore and onshore teams on a timely basis.
• Defining responsibilities, and reviewing deliverables.
• Working experience in ITIL concepts related to Problem, Incident, and Change Management.
• Conducting root-cause analysis and taking preventive measures for repeated escalations.
• Knowledge of continuous integration and continuous delivery.
• Monitoring the overall functioning of processes, identifying improvement areas, and implementing adequate measures to maximize customer satisfaction levels.
• Responsible for publishing weekly and monthly progress reports.
• Providing weekend support to change deployment activities and work on system releases, weekend releases, and health checks.
• Coordinate for major releases and support applications for post-release issues.

Client: Citi Bank, Pune

• Serve as the first point of escalation for the L2 application support team for any production incidents.
• Allocating tasks to team members and tracking the progress of the tasks.
• Participate in and manage incident and problem management calls, and follow up for root cause analysis, resolution, and reporting.
• Helping the team in documenting, tracking, and communicating information about critical incidents and unresolved problems.
• Monitor process and software changes that impact application and production support.
• Set up the system monitoring process and alerting using tools, Geneos.
• Perform regular DR testing for the FMU application on an annual basis.
• Automation on production systems to help the support team improve operational efficiency and reduce operational risk.
• Perform an application health check, and monitor infrastructure, acting on any critical application infrastructure issues.
• Working on an additional request that comes from the business.
• Working as a technical expert in a team that is responsible for handling and supporting UNIX shell scripting.
• Responsible for publishing weekly and monthly progress reports.
• Responsible for delivering automation through shell scripting for manual BAU tasks.
• Providing weekend support to change deployments, activity, and work on system releases, weekend releases, and health checks.
• Coordinate for major releases and support, application for post-release issues.

Client: Telstra

• The first point of escalation for all critical production incidents in the mediation system.
• Expert in managing major production incidents involving multiple stakeholders.
• Hands-on experience working on production incidents, troubleshooting issues related to production.
• Responsible for managing incident, problem, and change-related communications with all the stakeholders.
• Helping team in documenting, tracking, and communicating information about critical incidents and unresolved problems.
• Worked on system releases, weekend releases, and health checks if required as per the support rota.
• Coordinate for major releases and support, application for post-release issues.
• Contribution in the area of automation of manual work and internal tool development.
• Analyzing and reconciling the business and billing-related queries within SLA that are raised by the Incident Management process through incidents and dockets.
• Well-versed and widely used backend server-related commands for system monitoring, system housekeeping, performance tuning, and also for server restart activity.
• Support for the Intec Application System, i.e., the Health Check System startup/stop in case of any downtime required for servers.
• Configuration of equipment and portals, and configuring the parameters for data collection; creation of operation plans for portals to process the CDRs.
• Analysis of failed CDRs on a daily basis and issue escalations to the network or switch-related problems in the CDR generation. Rectification of the same through proper analysis, and ensuring that there is no revenue loss by reprocessing the CDRs.
• Involved in training, monitoring, and guiding new team members.

• Client: Telstra, Australia.
• Delivered comprehensive production application support for Telstra intermediary mediation applications.
• Resolved production support issues while adhering to service level agreements.
• Scheduled regular meetings with clients to provide updates on project status.
• Executed 24/7 monitoring and error handling of mediation applications.
• Facilitated Health Check System operations for Intec Application during server downtimes.
• Evaluated data polling of smooth polling whenever a new requirement comes for data polling from various network elements.
• I carried out a root cause analysis for the CDRs that are in the error bucket, and I took the necessary actions to rectify the same.
• Involved in training, monitoring, and guiding new team members.

• Client: Reliance Communications Ltd.
• Managing the Intec-Intermediate Mediation system, encompassing the loading of patches for any new business requirement and application support for all telecom services offered by Reliance.
• Configuration setup of new network elements, and managing the scalability and accountability of the new requirements.
• Ensuring that any new switch is implemented in Production only after testing different call scenarios and CDRs.
• Ensuring timely execution of operational and monitoring activities, including the generation of MIS reports and smooth polling from various switch locations.
• Conducting technical analysis and feasibility for new business requirements.
• Unit acceptance testing of all patches for proper stamping of CDRs for various downstreams.
• Ensuring issues pertaining to mediation are resolved within SLA.
• Configuration of equipment and portals, and configuring the parameters for data collection; creation of an operation plan for portals to process the CDRs.
• Handling the downstream issues related to CDRs sent to interconnect, billing, etc.
• Carried out a root cause analysis for the CDRs that are in the error bucket, and took the necessary actions to rectify the same.
• Analysis of failed CDRs on a daily basis and issue escalations to the vendors, such as Lucent, Ericsson, and Huawei, for network and switch-related problems in the CDR generation.
• Rectification of the same through proper analysis, and ensuring that there is no revenue loss by reprocessing the CDRs.
• Interact and deal with all ICR partners for inter-operator roaming-related CDR exchange and resolving connectivity issues pertaining to it.
• Well-versed and widely used backend server-related commands for system monitoring, system housekeeping, performance tuning, and server restart activity.
• Checking the feasibility of smooth polling whenever a new requirement comes for data polling from various network elements.
• Working on shell scripts, like File Sequence Check and Process Log, to make amendments for any change in configuration.