ANKIT KUMAR
Mumbai
Summary
- Support analyst with over 3.6 years of experience in technical and application support within the IT industry. Proven track record in resolving complex production issues, enhancing operational efficiency, and delivering exceptional customer service. Proficient in UNIX, SQL, and ITIL processes, with hands-on experience in Jenkins for continuous integration and automation. Successfully managed production support for major clients, ensuring adherence to SLAs and zero downtime during upgrades.
Overview
3
3
years of professional experience
Work History
Software Engineer
One97 Communications Limited (Paytm)
Bangalore
11.2021 - 05.2025
- 3-D Secure is an XML-based protocol designed to be an additional security layer for online credit and debit card transactions, intention of improving the security of Internet payments and is offered to customers under the name Verified by Visa. Services based on the protocol have also been adopted by MasterCard as MasterCard Secure Code, and by JCB International as J/Secure. The 3D protocol transfers the control to MPI. The MPI sends VEReq as a request to VDS/MDS server and the server in-turn verify the request and sends VERes as a response. The MPI also generates PAReq message for the transaction authentication and if the customer is authenticated it sends back PARes as a response.
- Providing L2 support depending upon the priority of the issue to meet client SLA.
- Responsible for solving user queries from various Media like mail and telephone.
- Solved day-to-day User problems and troubleshooting, and debugging the application issue.
- Involved in the various releases of the application.
- Modifying and running the Bash Script.
- Monitoring, troubleshooting, and resolving the issue.
- Sometimes I take the responsibility to complete ad-hoc requests.
- Daily jobs include monitoring the application, data flow and solving daily issues.
- Working closely with UNIX and the DBA team.
- Doing the sanity test of all the functionality of the application.
- Responsible for scheduling and monitoring jobs.
- Solving the user queries by on-call process and during the Critical issues joining in on the call.
- Raise a change request, coordinate with the concerned team and reviews the completeness and quality of change.
- Used Control-M tool for scheduling the job and monitoring the alerts.
- Managing system incidents providing timely escalation/recovery action and management communication including scenarios like incident management, change management, problem management and release management.
- Monitoring file processing to include verifying data quality and identification and communicating to the respective team in case of issues persists.
- Verifying system status daily and active in responding to log if some error occurs.
- Using BMC Remedy incident management system /change management system.
- Involved in monitoring and investigating job failure.
- Participating in internal meetings to discuss the status of the applications.
- Raise RFCs (change Requests) and give necessary information to the development team to fix the bug.
Education
Bachelor of Science (B.Sc.) - PCM
Swami Vivekanand Subharti University
Meerut01.2020
Skills
- Operating systems: Windows and Linux
- Java programming
- Database management: SQL and PL/SQL
- Web application servers
- Source control: Git
- Automation with Jenkins
- ServiceNow expertise
- Project management with Jira, ServiceNow, BMC Remedy
- Helpdesk solutions: Freshdesk and BMC Remedy
- System monitoring with Sumo Logic, Nagios
- Scripting languages: Shell scripting
Disclaimer
I hereby affirm that the information given above is true to the best of my knowledge.
Timeline
Software Engineer
One97 Communications Limited (Paytm)
11.2021 - 05.2025
Bachelor of Science (B.Sc.) - PCM
Swami Vivekanand Subharti University
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