Andrews I
Production Support Manager
Chennai
Summary
To give my best towards any opportunity that comes my way, since, I firmly believe that sincerity and hard work in any job are the stepping stones for success in life.
Production/Application Support (17 Years) UNIX Shell Scripting Oracle SQL PL/SQL Release Management Incident Management DevOps Jenkins Toad GIT SVN CVS ITIL V3 (2011) Foundations Python Beginner AWS Beginner
Overview
18
18
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Application Support Manager
Fiserv India Pvt. Ltd.
07.2018 - Current
- Application Support Manager for an acquiring product called Omnipay (Cards and Payments)
- Omnipay is Fiserv’s multi-currency, multi-country acquiring system which offers clearing and settlement services involved in processing and settling the transactions to schemes like VISA, Mastercard, JCB, etc., engaged in E2E settlement life cycle
- 100% On-Time Delivery of Production issues, ensuring no deviation in SLA
- Improve systems availability to 99.9%
- Handling of production issues with reduced turnaround time
- Handling minor developments and emergency fix related activities
- Improve application efficiency by rationalization of technology stack and transformation of the operating model – by bringing in possible automation (through shell scripts and PL/SQL into various routing production activities that were handled manually
Team Lead
Verizon Data Services India Pvt. Ltd.
09.2015 - 07.2018
- Application Support, Maintenance and enhancement of Rating and Billing Tool for wireless domain in Verizon Network
- DevOps Automation of release management activities by using shell scripting and Jenkins UI
- Data modeling activities
- Release Delivery Automation
- Automation of all manual activities being carried out in application (RBM) deployments using shell scripting, Oracle PL/SQL and Jenkins UI by following agile methodology
- Below are few of the critical automation projects that were delivered successfully till date
- RBM Custom Deployment – Project that validates the correctness of the applicable release numbers and deploys the corresponding jar packages and PL/SQL objects into the target environments
- Fix Invalids – Automation project that identifies all invalid objects and recompile them
- Application Alerts Monitoring
- Day to Day feeds (customer transactions including Usage Data Records – UDR) are being received from various interfaces to our system where the rating takes place
- These activities are guided through steps by a Batch Process Activity
- And the functioning of this batch was being monitored by support through different set of tools and interfaces
- Setting up new SQLs and Scripts on a regular basis
- Based on the business requirements, SQLs will be generated for providing the reports to the business users
- Shell scripts will be created and automated via cron entries on a regular basis
- Housekeeping activities on Servers and Database
- Customer Interaction
- Scheduling weekly stand-up calls within the team and with the customers
- Basic Knowledge on AWS
- Currently all applications in Verizon wireless are under the process of migration towards cloud (AWS – Amazon Web Services)
Senior Product Analyst
Capgemini India Pvt. Ltd.
06.2013 - 08.2015
- Application Support, Maintenance and enhancement of Credit risk system – a calculation engine that takes care of counterparty credits existing in the bank
- Batch Process Monitoring
- Housekeeping activities on Servers and Database
- Incident Management
- Day to day handling of customer queries via incident ticketing
- Customers’ incidents include interruption in application availability to end users, unexpected behavior of any particular functionality in the application, etc
- Service Request Management
- Handling Customers requests → Ad-hoc requests vital for the business requirements and these activities were handled via service request management
- Usually business users’ queries / clarifications were handled via service request management
- Change Management
- Handling all change related activities specific to the applications which include planned changes as per the project roadmap, as well as the ad-hoc changes which include bug fixes, emergency recovery of any issues (ECR), etc
- Customer Interaction
- Scheduling weekly stand-up calls within the team and with the customers
- Technologies and Tools used: Database: Oracle 10g, Servers: Linux, and UNIX (Sun Solaris 10), Other Tools: Remedy (for handling customer tickets and change management), Control-m Scheduler
PL/SQL Developer
Tata Consultancy Services
05.2012 - 06.2013
- Application development and enhancement: Development and implementation of business logics for sampling and formatting the business raw data from the customer and providing the same in the customer required orientation and sample for business needs
- Implementation of business logics in the sample and production data for getting survey related information through statistical calculations
- Technical Specifications: Development and implementation of oracle procedures, functions, complicated SQLs to accommodate CLOB data types and other database objects for processing the business logics on the raw business data, and implementation of the same in Oracle database
- Design Document preparation for new requirements and preparation of unit test cases and implementing the same
- Working with UNIX environment (sun Solaris 10) / Shell scripting for invoking the database objects and implementing the business logics
- Database monitoring on tablespace management and implementation standards for creating database objects for a specific developing application
- Tools Used: Oracle SQL Navigator, TOAD, Oracle SQL Developer, UNIX server (SUN Solaris 10), FitNesse (testing tool), DB Visualizer
Senior Support Analyst
Robert Bosch Engineering and Business Solutions Limited
04.2011 - 04.2012
- Application Support and Maintenance
- Application management (Client based developed using .net framework) on a day to day basis which includes the below activities
- Maintenance of application’s oracle database
- Maintenance of servers including server management monitoring activities like disk space allocation, memory management, CPU capacity utilization management, etc
- Maintenance of tablespaces (addition / modification)
- Creation of databases for testing purposes of the newly released application patches
- Mass upload activity in the database for any new kind of data import requested for the application
- Incident management – Management of incoming issues reported by the customer (Interacting technologies – Oracle 9i and 10g, Windows MOM, Radia, Active Directory, IBM Web sphere MQ Explorer)
- Problem management Identification of the recurring incidents and planning measures for providing a permanent solution
- Change Management – Planning schedules for the providing fixes to the existing problems in the application and also for new incoming enhancements in the application
- Service request management – Handling service requests related to mass job import of new data as per the customer’s request
- Generation of ad-hoc reports for server capacity management and tuning the application servers’ performance
- Scheduling weekly stand-up calls directly with the customer
- Other activities: Maintenance of the day to day activities of the individual performance of the immediate subordinates of the team and mentoring activities
Support Analyst
HCL Technologies
08.2007 - 03.2011
- Application Support and Maintenance
- Interaction with the design and the architecture teams to plan for new deployments
- Involved in major code fix to remove bugs and eliminate failures in processing data
- Communications with the client on a daily basis for regular updates
- Analyzing and identifying the Root Cause for failures of major functionalities in the application
- Server Capacity Planning and Management
- Change Management – Planning schedules for the providing fixes to the existing problems in the application and also for new incoming enhancements in the application
- Generation of ad-hoc reports for server capacity management and tuning the application servers’ performance
- Scheduling weekly stand-up calls directly with the customer
- Process auditor for the telecom domain system process management
- Database support activities in the application
- Support and maintenance of the production database which includes the following activities: Monitoring of data files in table spaces which includes adding and extending the data files based on the requirement of the data to be imported into the database
- Handling of data integrity issues with the interfacing applications and resolving the same by importing the mass volume of corrected data into the production database
- Support and maintenance of the production database server
- Generating data reports for checking data integrity as per the requests from the customers and the interfacing applications
- Other activities: Maintenance of the day to day activities of the individual performance of the immediate subordinates of the team and mentoring activities
- Conducting beginner level SQL trainings for new joiners in Oracle SQL database on behalf of training management
Education
BE - Electrical and Electronics
Karunya Institute of technology
01.2003 - 01.2007
Higher Secondary - Biology, Mathematics
Don Bosco
01.2002 - 01.2003
X- std -
KMHSS
01.2000 - 01.2001
Skills
Traits
- Flexible and adjustable.
- Could learn things faster and enjoys mastering new job assignments.
- Good analytical and Presentation skills.
- Good client communication, understanding, persuading and solving customer queries and problems.
- Have a tough mindset and would not give up easily.
- Hard worker.
Personal Information
- Date of Birth: 03/07/86
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Awards
- Best Performer Award in production support, Verizon Data Services India Ltd., 07/2017
- Best Performer Award in production support, Verizon Data Services India Ltd., 12/2016
- STAR OF THE MONTH Award, HCL Technologies, 04/2010
Expertise Summary
- Seventeen years of experience in application / production support and maintenance.
- Good experience in automation through shell scripting.
- Good experience in Oracle SQL and PL/SQL (OCA certified).
- Hands on experience on windows and UNIX server management.
- Good exposure to ITIL (incident, change and release management) process.
- Good experience in Release Delivery Management and Automation through Jenkins (DevOps).
- Hands on experience in Cards and Payments (acquiring) domain.
- Good communication skills and good experience in persuading the client.
Certification
ITIL Foundation Certification - AXELOS Global Best Practice.
Timeline
Application Support Manager
Fiserv India Pvt. Ltd.
07.2018 - Current
Team Lead
Verizon Data Services India Pvt. Ltd.
09.2015 - 07.2018
Senior Product Analyst
Capgemini India Pvt. Ltd.
06.2013 - 08.2015
PL/SQL Developer
Tata Consultancy Services
05.2012 - 06.2013
Senior Support Analyst
Robert Bosch Engineering and Business Solutions Limited
04.2011 - 04.2012
Support Analyst
HCL Technologies
08.2007 - 03.2011
BE - Electrical and Electronics
Karunya Institute of technology
01.2003 - 01.2007
Higher Secondary - Biology, Mathematics
Don Bosco
01.2002 - 01.2003
X- std -
KMHSS
01.2000 - 01.2001
ITIL Foundation Certification - AXELOS Global Best Practice.
Similar Profiles
Himanshu MishraHimanshu Mishra
Sr. Manager, Software Development at Fiserv India Pvt. Ltd.Sr. Manager, Software Development at Fiserv India Pvt. Ltd.
Sanjay BharekarSanjay Bharekar
UI Architect at Fiserv India Pvt. Ltd.UI Architect at Fiserv India Pvt. Ltd.
Parul YadavParul Yadav
Advisor, Business System Analyst at Fiserv India Pvt. Ltd.Advisor, Business System Analyst at Fiserv India Pvt. Ltd.