Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic
Chetan Gokul Shimpi

Chetan Gokul Shimpi

Hyderabad

Summary

Skilled Production Support Lead with background in managing technical support teams. Experience includes resolving complex technical issues, improving customer satisfaction and training team members. Strengths include strong problem-solving skills, superior technical knowledge and exceptional leadership abilities. Previous work has led to improved efficiency in resolution times and increased customer satisfaction ratings.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Technical Support Lead

ServiceNow India Pvt. Ltd
Hyderabad
05.2018 - Current
  • Be responsible for hiring, coaching, development, training, and skills management of the direct reports.
  • Extending high-end technical support on systems, managing incidents, and ensuring high end-user satisfaction levels through solution of their problems.
  • Assess and evaluate processes, technology, and team skill sets to identify gaps, areas to improve and opportunities for advancement.
  • Implementing solutions that effectively resolve problems or provide improvement-based solutions; identifying performances bottlenecks and take adequate measures to rectify faults.
  • Leading, mentoring & monitoring the performance of team members to ensure higher productivity & efficiency in process operations and meeting of individual & group targets.
  • Coordinating and ensuring meetings / feedback sessions happen on a regular & consistent manner, skill based & refresher trainings happen regularly.
  • Conducting Root Cause Analysis to ensure that the issue is resolved and suggested application teams regarding requests and measures to be taken for application enhancement.
  • Supporting applications, revising, updating, creating, and improving stored procedures, problem solving and providing documentation as required, including root cause analysis.

Sr. IT Associate

Synechron Technologies
Pune
06.2017 - 04.2018
  • Applications which are a part of chain needs to be monitored and take pro-active actions if any issues observed.
  • Make sure all the applications are up and working before, after and during business hours.
  • Connect with Wholesale representative to provide the reports on a weekly/monthly basis.
  • Work on Incidents, Change and Problem Management.
  • Handling critical issues using SQL and UNIX knowledge.
  • Make sure SLA is followed for Incidents coming throughout the day.
  • Project: AQR Capital Management
  • Client: AQR
  • Domain: Wholesale banking
  • Technology: Oracle SQL, UNIX, AppWorx, Java

Application Support - Regional

JP Morgan
Mumbai
04.2017 - 06.2017
  • Need to keep a track of the transactions which is happening across the applications. Need to report any fraudulent transactions or the transactions which are corrupted.
  • Connect with department which are inbound and outbound to Investment product and understand the source of transactions.
  • Perform RCA and provide resolution to the customer at the earliest so that business is not impacted.
  • Domain: Investment banking
  • Technology: Oracle SQL, UNIX

Support Analyst

Travelex India Pvt. Ltd.
Mumbai
08.2015 - 03.2017
  • Understanding and monitoring the application from deployment and job perspective respectively.
  • Work on SQL and UNIX extensively to find the root cause of the issue and report the same to users.
  • Creating and maintaining order of the application and writing complex SQL queries as well as scheduling the job in Pentaho; updating DTS job to automate report to client.
  • Handle the issues via communicating with users, understand their requirements and accordingly give the resolution.
  • Attend the business meeting on weekly basis to understand client requirements and their expectations.
  • Following ITIL practice to get the work implemented.
  • Project: NAM Application Support
  • Client: Travelex
  • Domain: Forex
  • Technology: SQL, TALEND, Pentaho, Java

Software Engineer

Tech Mahindra
Pune
12.2013 - 03.2015
  • Worked on UNIX and PL/SQL for code fix or package deployment.
  • Understood the functionality of British Telecom Wholesale Flow.
  • Interacted with clients (Business users and vendor) and coordinated between different business executives.
  • Performed Weblogic server monitoring.
  • Project: ADLI Production Support
  • Client: British Telecom
  • Domain: Telecom
  • Technology: PL-SQL, SQL, UNIX, Weblogic, Java

Associate Consultant

Oracle Financial Services Software Ltd.
Mumbai
09.2011 - 12.2013
  • Being a part of Wholesale banking department, need to ensure the flow of business and applications are intact.
  • Developed and customised the reports using the tools PS Query and SQR as well as record definitions and views, using Application Designer.
  • Discussed and participated in resolution of issues arising during running upgrade scripts.
  • Interacted with users and collected business requirements.
  • Prepared functional & technical specification documents.
  • Conducted analysis of 8.8 and 9.0 release notes and analysed impact assessment and prepared upgrade documents.
  • Supported 54 applications of Silicon Valley Bank.
  • Understood the functionality of Silicon Valley Bank.
  • Interacted with clients (business users and vendor) and coordinated between different business executives.
  • Suggested the best pragmatic solution for various business problems.
  • Undertook control of crisis situations during breakdown in banking systems and solved the problem after meeting the critical deadlines.
  • Project: SVB Application Support
  • Client: Silicon Valley Bank
  • Domain: Wholesale and Investment Banking
  • Technology: PL-SQL, SQL, HTML, PeopleSoft

Education

BE - Information Technology

KK Wagh Engineering College
Nasik
01.2011

H.S.C. -

Bytco College
Nasik
01.2007

S.S.C. -

K .N. Kela High School
Nasik
01.2005

Skills

  • Application Support & Maintenance
  • Production Support
  • Process Improvement
  • Root Cause Analysis
  • Process Management
  • Service Delivery
  • Client Relationship Management
  • Team Management
  • Technical Support

Languages

  • English
  • Hindi
  • Marathi

Certification

  • Servicenow Certified System Administrator.
  • Servicenow Certified Application Developer.

Timeline

Technical Support Lead

ServiceNow India Pvt. Ltd
05.2018 - Current

Sr. IT Associate

Synechron Technologies
06.2017 - 04.2018

Application Support - Regional

JP Morgan
04.2017 - 06.2017

Support Analyst

Travelex India Pvt. Ltd.
08.2015 - 03.2017

Software Engineer

Tech Mahindra
12.2013 - 03.2015

Associate Consultant

Oracle Financial Services Software Ltd.
09.2011 - 12.2013

BE - Information Technology

KK Wagh Engineering College

H.S.C. -

Bytco College

S.S.C. -

K .N. Kela High School

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Chetan Gokul Shimpi