SQL
Arpit Dhawan
Team Lead
Summary
Multitasking Incident Manager with a background in remediation planning and execution. A determined employee with over 8 years of successfully handling high priority incidents and finding ways to limit impact. Committed to remaining poised and calm in high pressure situations.Domain expertise in banking and heathcare healthcare services. In depth knowledge of ETL, L1/L2/L3 production support, user related queries, data analysis and core banking applications. Proficient in performing root-cause analysis, maintaining client databases, managing production environment.
Overview
9
9
years of professional experience
1
1
Certification
1
1
Language
Work History
Team Lead
BPS,Tech Mahindra Pvt Ltd
Gurgaon
01.2022 - Current
- Supporting AWS based application of a US Pharma giant and managing a team of 12 members
- Developed highly effective incident response team and trained extensively in preparation for possible events.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Successfully implemented various fixes to automate the existing legacy process
- Expertise in managing and maintaining production data warehouse system, and involve in generating client and regulatory reports using MSTR application
- Ensure Business Continuity and making sure that processes are adhered to within their defined SLAs
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
Senior Support Analyst
BNP Paribas ISPL
Mumbai
09.2017 - 01.2022
- Supporting core banking applications by maintaining SLAs and KPIs through incident and problem management process
- Intraday production L2/L3 support for total 13 sites, by monitoring AutoSys jobs using Geneos tool
- Liaise with various teams i.e., BA, Dev, Middleware, Infrastructure and DBA teams for break-fixes in application through change management life cycle using Service Now and JIRA
- Requirement gathering from banking clients and stakeholders for successfully implementing various automation in application to reduce toil
- Successfully implemented various sites disaster recovery activities by testing and fixing blocker while mirroring application on a DR server
- Expertise in managing and maintaining production data warehouse system, and involve in generating client and regulatory reports using SAP BI4.2 application
- Ensure Business Continuity by conduction various DR drills and live plays and ensure smooth transitioning from prod to DR and vice versa
- Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Collected and monitored incoming data from sources such as remote sensors, third party vendors and visual inspection.
- Monitored systems in operation and quickly troubleshot errors.
Production support analyst
cognizant technological Solutions
Pune
10.2014 - 09.2017
- Provided 24X7 support for production operations
- Handled tickets using Incident management through CA service desk and service now
- Ensured all production changes complied with change management policies and procedures
- Developed trouble shooting Documents which listed all the support related activities and issues encountered every day
- Conducted workflow, process diagram and gap analysis to derive requirements for existing systemenhancement
- Performed impact analysis for database tables that needs to be compressed and archived to implement the lower cost storage mechanism
- Created Test plans, Test cases and Test scripts for all testing events such as System Integration Testing, Useracceptance Testing, unit testing
- Wrote SQL queries to perform data validation and data integrity testing
- Defined the batch flow for data validation process
- Extracted large volumes of data feed from different sources, performed transformations and loaded the data into various targets
- Solved many issues related to improper data from the source, special character in file, data redundancy while loading into SORs due to various joins within the defined SLA
- Part of Incident management process and finding out the root cause, resolution and reporting of the samewithin the defined SLA
- Provided ON CALL and WEBEX support during off hours and weekends.
Education
Bachelor of Technology - Electrical and Electronics Engineering
ABES Engineering College , UPTU
Ghaziabad 07.2010 - 06.2014
XIIth -
Karam Devi Memorial Academy , CBSE Board
Kanpur 03.2009 - 04.2010
Xth -
Karam Devi Memorial Academy,CBSE Board
03.2007 - 04.2008
Skills
Communication Skills
Interpersonal Skills
Adaptability
Self-motivated
Effective Time Management
Judgment and Decision-Making
Critical thinking and problem solvingBusiness continuity Planning
Production monitoring
Resource Allocation
Employee Evaluation
Performance improvement
Key performance indicators
Client Service
Technical Support
Impact limitation processes
Troubleshooting
Post incident reviews
Resolution team engagement
Incident priority assessment
Certification
ITIL certified
Accomplishments
- Documented and resolved P1 incidents which led to stabilization of production environment
- Supervised team of 20+ staff members.
- Resolved product issue through consumer testing.
- Optimized multiple processes using python , SQL and autosys tools
Affiliations
- ITIL V4 certified
- Internal ITIL Certification from cognizant technology solutions
- Completed Python development and PLSQL development courses from Udemy
Software
PL/SQL
Unix
Service now
RDS
Redshift
EC2
Autosys
Oracle11g/12c
Netezza
Postgresql
Python
Windows
Putty
Winscp
Timeline
Team Lead
BPS,Tech Mahindra Pvt Ltd
01.2022 - Current
Senior Support Analyst
BNP Paribas ISPL
09.2017 - 01.2022
Production support analyst
cognizant technological Solutions
10.2014 - 09.2017
Bachelor of Technology - Electrical and Electronics Engineering
ABES Engineering College , UPTU
07.2010 - 06.2014
XIIth -
Karam Devi Memorial Academy , CBSE Board
03.2009 - 04.2010
Xth -
Karam Devi Memorial Academy,CBSE Board
03.2007 - 04.2008