Anand Devarapalli

• Managed team of 50 members to provide support for Cloud migration by testing applications post transition/migration and providing technical help to fix reported defects
• Managing the L1 and L2 Application Support Team with 130+ members for day-to-day Application & Batch Monitoring, Incident Management, Problem Management and Service Request Fulfillment Management
• Owning end-to-end service delivery and ensuring successful service delivery without any escalations
• Effective Incident Management, Problem management by performing analysis on backlogs and repeated issues and prepare plans on improving SLAs and working with team in fixing repeated issues permanently
• Owning critical communication end-to-end until resolution and providing RCA to customer.
• Directing the BCP requirements with documented & tested BCP implementation plan by ensuring adequate availability of the staffing always equipped
• Attending daily, weekly and monthly calls with internal teams and customers to provide status on incidents, problems, changes and automation initiatives
• Coordinating with offshore and onsite teams to bring issues to closure
• Ensuring that team is adhering 100% compliance in all processes and thus meeting all deliverables and commitments as per Statement of Work.
• Participating in process maturity assessments (External and internal) and implementing suggestions received from auditors and resolve any concern within stipulate timeframes
• Mentoring teams on technical challenges, process awareness and issue ownership during escalations by participating in calls and tracking situation till closure
• Implementing optimization leavers such as left shift, resource optimization and centralization in account to reduce cost of delivery
• Interacting with clients for business review and identifying opportunities towards existing & new process and presenting the cost benefit from identified opportunities
• Inculcating customer centric approach by ensuring organization’s benefit, reducing number of escalations reaching to senior management and managing SLA defined by organization
• Providing high quality processing service within the specified SLA and ensuring that the process requirements are adhered & complied with the established procedures & standards
• Supervising customer centricity with projects on end-to-end process correction, processes for front line issue escalation & resolution in a pre-defined SLA
• Collaborating with Business Leaders to understand strategic business objectives and formulating development strategies to meet current & future growth requirements
• Reviewing the processes, streamlining systems, promoting reliability, increasing simplicity and enabling scalable growth through alignment of organizational processes, systems & culture
• Streamlining the day-to-day activities for process starting from answering incoming calls, resolving inquiries and questions, handle complaints & escalations, troubleshoot problems to providing accurate information
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Collaborated with team members to achieve target results.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Managed ~60 employees with continuous coaching and mentoring.
• Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
• Maintained proper staffing levels to guarantee timely and accurate deliveries.
• Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
• Worked with vendors to schedule daily pickups and weekly deliveries.
• Supervised operations of 24-hour customer service desk staffed by 20 team members.
• Coordinated new hire recruitment, training and development.

Worked as Systems Analyst in iGate for a financial institute and worked for team which is responsible for the creation of batch scripts (shell scripts and COBOL) for modifying/calculating the financial data coming from external systems on daily basis.

• Reviewed HLDs and prepared LLDs.
• Created shell scripts as per requirements provided in Impact Analysis sheet.
• Used tool AnyTran GUI Mapper 4.11.3 for data mapping.
• Used FFTP tool for transferring data files from local servers to AIX development server.
• Prepared Unit Test Plan performed Unit Testing.
• Executed entire batch cycle to make sure all new batch scripts are working fine as per requirement.
• Performed Integration Testing/System testing and resolved issues found during testing phase.
• Created DDLs and executed same on DB2 server for new database tables.
• Moved all code files to Serena Version Manager in order to meet compliance.
• Moved all scripts and executables to UAT environment and provided support during UAT run.
• Provided production support and resolved batch related issues in production.
• Discovered root causes of problems and identified appropriate solutions.
• Performed system analysis, documentation, testing, implementation and user support for platform transitions.
• Provided client support on system operation and troubleshooting.
• Resolved or escalated problem tickets to resolve user issues.

Worked as second level support Engineer in PAS team for a telecom client Website. Platform Administration (PAS) team is responsible for the smooth running and day-to-day maintenance of the BEA Weblogic and Broad Vision software that powers the Telecom portal. PAS team possesses accesses to Live/Production servers and also monitors the performance of website. Team has critical role in successful running of website.

• Provided 24x7 Production support for Web application hosted on BV & BEA platforms.
• Handled Priority 1, 2, 3 and 4 Faults related to Application.
• Carried out responsibility of supporting platform in night through On call
• Responsible for Administration, Maintenance and support of website running on BroadVision (BV), BEA platforms.
• Performed health checks to observe platform stability and report.
• Configured XFB setup on Production servers and resolved issues related to XFB.
• Processed customer data in Production Database.
• Performed AIS testing on reference platform of application.
• Responsible for overall excellent condition of client website.
• Implemented various CR (Change Request) on Production Platform
• Used tools like Hunter, ADK 6.3, Clarify, Toad etc.
• Tracked SLA timelines and provided reports to client for incidents, Review support documents
• Responsible for deploying and upgrading web applications on weblogic server.
• Responsible for keeping maintenance pages on Production as well as Reference environments whenever required.