Arjun Manathanath
Bengaluru
Summary
Results-driven Application Support Engineer with over 14 years of experience in managing application support teams and ensuring optimal performance of critical systems. Proven expertise in troubleshooting, problem resolution, and implementing process improvements that enhance user experience and operational efficiency. Skilled professional with expertise in a range of technologies, including technologies like cloud platforms, network management tools, monitoring systems with a particular emphasis on managing incidents effectively by identifying and addressing the root causes of system issues through thorough root cause analysis techniques. Excellent communicator and collaborator, dedicated to mentoring team members and fostering a culture of continuous improvement. Committed to delivering high-quality support and driving successful project outcomes.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Sr. Application Support Engineer
Tekion India PVT Ltd.
12.2022 - Current
- Manage and mentor a team of application support engineers
- Provide guidance and training on best practices and troubleshooting techniques
- Conduct performance evaluations and facilitate professional development
- Oversee the resolution of application-related incidents, ensuring timely responses and minimal disruption
- Analyse incident trends and root causes to implement preventive measures
- Ensure the stability and performance of applications by conducting regular health checks and monitoring
- Collaborate with development teams to implement patches, updates, and enhancements
- Act as a point of escalation for complex technical issues, providing in-depth troubleshooting and solutions
- Collaborate with cross-functional teams to address and resolve technical challenges
- Maintain comprehensive documentation for applications, including support processes, troubleshooting guides, and user manuals
- Ensure knowledge transfer within the team through clear and accessible documentation
- Communicate effectively with stakeholders, including management and users, regarding application performance, issues, and updates
- Facilitate meetings to discuss application status, support metrics, and improvement strategies
- Identify opportunities for process improvements in application support workflows
- Implement automation tools and scripts to streamline support tasks and enhance efficiency
- Provide training and support to end-users to improve application usage and efficiency
- Gather user feedback to inform application enhancements and support strategies
- Ensure compliance with organizational policies, procedures, and regulatory requirements
- Collaborate with security teams to address vulnerabilities and implement security best practices
- Participate in application deployment and upgrade projects, providing support and expertise during transitions
- Collaborate with project teams to ensure smooth integration of applications within the IT ecosystem
Project Manager and IT Manager
Hindustan Tools & Components
07.2020 - 12.2022
- Develop detailed project plans outlining scope, objectives, timelines, resources, and budget
- Define project deliverables and milestones and create a project schedule
- Assemble project teams and assign tasks based on expertise and availability
- Coordinate project activities ensuring that team members adhere to deadlines and meet all project requirements
- Monitor progress of the project tracking milestones to adjust plans as may be necessary for success of the projects
- Conduct regular meetings regarding the progress of projects giving updates on issues which have been experienced so far in relation to the stakeholders’ concerns
- Manage budgets for projects ensuring expenditure is within allocated limits
- Allocate resources effectively including any vendor relationships
- Deal with any resource constraints or issues that may be affecting progress of the projects
- Identify possible risks develop mitigation strategies
- Develop and implement IT strategies that align with the organization's objectives
- Evaluate emerging technologies and assess their potential impact on the organization
- Lead and manage the IT team, including recruitment, training, and performance evaluations
- Foster a collaborative and innovative team culture
- Develop and manage the IT budget, ensuring efficient allocation of resources
- Identify cost-saving opportunities and justify IT expenditures to senior management
- Oversee the organization’s IT infrastructure, including networks, servers, and databases
- Ensure system reliability, security, and performance optimization
- Lead IT projects from inception to completion, ensuring they are delivered on time and within budget
- Coordinate with various departments to understand their technology needs and provide appropriate solutions
- Implement and manage cybersecurity measures to protect the organization’s data and IT assets
- Conduct regular risk assessments and ensure compliance with relevant regulations
- Ensure effective support for end-users and maintain high service quality
- Develop and deliver training programs to enhance user competency in using technology
- Manage relationships with external vendors and service providers
- Negotiate contracts and ensure the delivery of quality services
- Monitor IT systems and services to ensure they meet performance standards and service level agreements (SLAs)
- Analyse system performance data to identify areas for improvement
- Maintain comprehensive documentation of IT policies, procedures, and systems
- Prepare reports for senior management on IT performance, issues, and developments
- Develop and maintain disaster recovery and business continuity plans to ensure resilience in the event of system failures or disasters
Data Services
Concentrix
Bangalore
03.2015 - 06.2020
- Conversion of data files from a 3rd party software's to QBO
- Analyse existing database systems and understand data structures
- Assess the scope of migration, including data types, volume, and complexity
- Develop a comprehensive migration plan outlining timelines, resources, and methodologies
- Create data mapping documents to define how data will be transformed and migrated
- Identify necessary transformations to ensure data integrity and compatibility in the new system
- Evaluate and recommend migration tools and technologies that fit the project needs
- Configure and set up chosen migration tools
- Conduct thorough testing of the migration process to identify potential issues
- Validate data post-migration to ensure accuracy and completeness
- Document the migration process, including steps taken, tools used, and any challenges encountered
- Create user manuals or training materials for end-users if necessary
- Work closely with database administrators, developers, and other stakeholders to ensure seamless integration
- Communicate effectively with technical and non-technical teams about migration progress and issues
- Identify and resolve any issues that arise during the migration process
- Implement contingency plans for unforeseen problems
- Provide support after migration to address any data-related issues
- Monitor system performance and data integrity in the new environment
- Gather feedback on the migration process to identify areas for improvement in future projects
- Stay updated on industry trends and best practices in database management and migration
- Utilizing macros to develop templates for data migration
Service Desk Analyst
Dell International Services
Bangalore
02.2010 - 04.2014
- Receive, log, and categorize incoming support requests
- Prioritize issues based on urgency and impact
- Troubleshoot and resolve incidents in a timely manner
- Provide first-level support for technical issues, including hardware, software, and network problems
- Assist users with account setup, password resets, and access issues
- Educate users on software and hardware usage
- Maintain clear and effective communication with users throughout the support process
- Provide status updates and follow-ups on ongoing issues
- Document incidents and resolutions in a ticketing system for future reference
- Create and maintain knowledge base articles to help user’s self-service
- Work closely with other IT teams to escalate complex issues and ensure timely resolution
- Participate in team meetings and contribute to continuous improvement efforts
- Monitor system performance and service desk metrics
- Generate reports on ticket resolution times, user satisfaction, and recurring issues
- Conduct training sessions for users on new systems or software
- Develop user guides and training materials
- Follow organizational policies and procedures for IT service management
- Ensure compliance with security protocols and data protection regulations
Education
AMIEE(BTech) - Civil Engineering
Indian Institution of Engineers
New Delhi05.2010
TMIIE(Diploma) - Civil Engineering
Indian Institution of Engineers
New Delhi06.2007
HSC (12th) -
Malabar Christian College
Kozhikode01.2003
SSLC (10th) -
Chinmaya Vidyalaya
Kozhikode03.2001
Skills
- Application Architecture
- SQL/NoSQL databases
- Performance tuning
- Basic SQL queries
- Linux commands
- Shell scripting
- IoT Support
- Android Support
- Cloud concepts AWS
- Memory usage troubleshooting
- Disk space troubleshooting
- CPU utilization troubleshooting
- Log tracing
- Log validation
- Log analysis
- Debugging APIs
- CURL commands
- Postman
- Insomnia
- Visual Studio Code
- Customer Service
- Monitoring tools
- Logging tools
- Splunk
- CloudWatch
- Datadog
- Agile methodologies
- Jira
- Confluence
- Data Modelling
- Data structures
- SQL Proficiency
- ETL knowledge
- Scripting
- Python
- Bash
- PowerShell
- Database Administration
- Data Cleansing
- Testing and validation
Certification
- Certificate Program in Data Science, Indian Institute of Management Kozhikode, 06/01/21, 10/01/21
- Microsoft Certified: Power BI Data Analyst Associate, Microsoft, 09/01/22, 09/01/22
- Power BI for Beginners, Simplilearn, 08/01/22, 08/01/22
- Data Analysis Crash Course, SkillNation, 07/01/22, 07/01/22
- SQL Workshop, SkillNation, 01/01/22, 01/01/22
- Business Analytics with Excel, Simplilearn, 08/01/22, 09/01/22
Languages
- English
- Malayalam
- Hindi
- Kannada
Hobbies and Interests
- Chess
- YouTube
- Watching movies
Personalitytraits
- Ability to Work Under Pressure
- Ability to lead teams
- Microsoft Excel
- Leadership
- Ability to Multitask
- Effective Time Management
- Fast Learner
- Flexibility and Adaptability
- Excellent Customer Service Skills
- Complex Problem-Solving skills
- Good Communication
Personal Information
- Place of Birth: Kozhikode
- Passport Number: Y2570206
- Passport Date Of Issue: 05/13/24
- Passport Expiry Date: 05/12/34
- Date of Birth: 08/14/85
- Nationality: Indian
References
References available upon request.
Timeline
Sr. Application Support Engineer
Tekion India PVT Ltd.
12.2022 - Current
Project Manager and IT Manager
Hindustan Tools & Components
07.2020 - 12.2022
Data Services
Concentrix
03.2015 - 06.2020
Service Desk Analyst
Dell International Services
02.2010 - 04.2014
- Certificate Program in Data Science, Indian Institute of Management Kozhikode, 06/01/21, 10/01/21
- Microsoft Certified: Power BI Data Analyst Associate, Microsoft, 09/01/22, 09/01/22
- Power BI for Beginners, Simplilearn, 08/01/22, 08/01/22
- Data Analysis Crash Course, SkillNation, 07/01/22, 07/01/22
- SQL Workshop, SkillNation, 01/01/22, 01/01/22
- Business Analytics with Excel, Simplilearn, 08/01/22, 09/01/22
AMIEE(BTech) - Civil Engineering
Indian Institution of Engineers
TMIIE(Diploma) - Civil Engineering
Indian Institution of Engineers
HSC (12th) -
Malabar Christian College
SSLC (10th) -
Chinmaya Vidyalaya
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