Open To Work
Damini Chandre
TELUS INTERNATIONAL
Mumbai,MH
Work Preference
Job Search Status:
Open to work
Desired start date:
Immediately
Desired Job Title
Senior Application Support AnalystSoftware EngineerAssociate Software EngineerAssociate Software Engineer
Work Type
Full Time
Location Preference
RemoteHybrid
Location:
Mumbai, MH, IN
Open to relocation:
No
Important To Me
Company CultureFlexible work hoursHealthcare benefitsPersonal development programsCareer advancementWork-life balanceWork from home optionTeam Building / Company RetreatsPaid sick leave
1
Certification
8
years of professional experience
Senior Analyst with 7 Years and 10 Months of experience in Application Support, Production Support, Incident Management, Telecom Operations, CRM Applications, Oracle Databases, Middleware Technologies, and ITIL-based Service Management. Proven expertise in managing mission-critical applications, troubleshooting complex production issues, coordinating major incidents, performing root cause analysis, and ensuring adherence to SLA and KPI commitments. Strong experience in Telecom Domain supporting CRM, Provisioning, Billing, Order Management, and Customer Lifecycle Management applications. Adept at collaborating with Development, DBA, Infrastructure, Middleware, and Business teams to ensure seamless service delivery and operational excellence. Skilled in Oracle SQL/PLSQL, Splunk, AppDynamics, SOAP UI, WebLogic, Unix, Jira, Control-M, and Production Monitoring tools.
Work History
Senior Application Support Analyst
3 Years 5 Months- Managing end-to-end production support activities for business-critical applications ensuring maximum uptime and SLA adherence.
- Monitoring application health, infrastructure performance, database activities, batch jobs, and integrations using Splunk, AppDynamics, and enterprise monitoring tools.
- Acting as Incident Manager during Priority 1 and Priority 2 incidents, coordinating cross-functional teams to ensure rapid resolution.
- Performing detailed Root Cause Analysis (RCA) for critical incidents and implementing preventive measures to reduce recurring issues.
- Troubleshooting application, API, database, middleware, and integration-related issues across distributed systems.
- Managing release deployments, change requests, patch implementation activities, and post-deployment validation.
- Analyzing server logs, application logs, and database logs to identify system bottlenecks and performance issues.
- Collaborating with Development, Infrastructure, DBA, and Business teams to resolve complex production problems.
- Conducting proactive health checks and monitoring activities to identify risks before business impact.
- Preparing operational reports, incident summaries, RCA documents, and support knowledge articles.
- Participating in Problem Management and Continuous Service Improvement initiatives.
- Mentoring junior analysts and providing technical guidance during critical situations.
- Key Achievements
- Successfully managed multiple critical incidents with minimal business impact.
- Consistently achieved SLA and KPI targets.
- Improved operational efficiency through proactive monitoring and preventive actions.
Software Engineer
1 Year 8 Months- Provided Level 2 and Level 3 production support for Telefonica Germany's CRM application.
- Supported customer lifecycle activities including activations, tariff migrations, SIM changes, MNP, contract extensions, cancellations, and service provisioning.
- Investigated and resolved customer-impacting incidents within defined SLA timelines.
- Performed daily Mobile Number Portability (MNP) activities ensuring adherence to operational KPIs.
- Managed P1 and P2 incidents and coordinated bridge calls during major outages.
- Monitored database replication between primary and replica environments.
- Performed application deployments, patching, release validation, and production readiness checks.
- Conducted RCA investigations and collaborated with development teams to address application defects.
- Analyzed Splunk logs and AppDynamics dashboards to troubleshoot production issues.
- Monitored Oracle databases, active sessions, blocking sessions, and application performance.
- Performed application health checks and service verification after maintenance activities.
- Worked extensively with Oracle SQL, PL/SQL, Unix, WebLogic, and OSB environments.
- Key Achievements
- Played a key role in maintaining high availability of CRM applications supporting millions of subscribers.
- Successfully handled customer escalations and critical production issues.
- Contributed to reducing incident recurrence through effective RCA implementation.
Associate Software Engineer
1 Year 6 Months- Performed application monitoring and support activities for Telecom CRM systems.
- Executed production deployments and patch implementations during maintenance windows.
- Monitored Oracle GoldenGate replication and resolved synchronization issues.
- Conducted application health checks and service validations.
- Processed stuck transactions and order queues to ensure smooth business operations.
- Monitored alert logs and proactively identified system issues.
- Worked closely with Development, DBA, Infrastructure, and Business teams.
- Supported high-availability services and performed user management activities.
- Analyzed application performance and recommended operational improvements.
- Maintained operational documentation and incident records.
- Key Achievements
- Maintained stable application performance across multiple production environments.
- Consistently achieved operational support KPIs and SLA targets.
- Successfully supported critical production releases and maintenance activities.
Associate Software Engineer
11 Months- Worked on Telecom Order Management applications using TIBCO technologies.
- Analyzed Change Requests (CRs) and implemented business requirements.
- Designed and configured workflows within the TIBCO environment.
- Performed data mapping activities as per Fulfilment Requests (FRs).
- Developed and maintained business process integrations.
- Conducted defect analysis, troubleshooting, and issue resolution.
- Participated in code reviews, testing, and deployment activities.
- Collaborated with business analysts and development teams for requirement implementation.
- Supported production issues and system enhancements.
- Ensured timely delivery of change requests and project deliverables.
- Key Achievements
- Successfully delivered multiple CR implementations within project timelines.
- Improved workflow efficiency through optimized TIBCO process configurations.
- Received appreciation for timely issue resolution and support.
Education
Bachelor of Engineering - Information Technology
- Mumbai University
- GPA: 7.49
Skills
Application Support & Production Support
Incident & Problem Management
Major Incident Handling (P1/P2)
Telecom Domain Expertise
CRM Systems
Oracle SQL & PL/SQL
Release & Change Management
Root Cause Analysis (RCA)
SLA & KPI Management
Application Monitoring & Alert Management
Unix Administration
WebLogic Administration
Splunk & AppDynamics Monitoring
Stakeholder Management
Service Operations
Operating Systems: Windows
Unix/Linux
Databases: Oracle 11g
Oracle 12c
Languages: SQL
PL/SQL
Java
HTML
CSS
C
Certification
Oracle Certified Associate (OCA) – SQL Fundamentals
Timeline
Senior Application Support Analyst
TELUS INTERNATIONAL
01.2023 - CurrentRead More
Software Engineer
TECH MAHINDRA
04.2021 - 12.2022Read More
Associate Software Engineer
ATOS GLOBAL IT SOLUTIONS & SERVICES
10.2019 - 04.2021Read More
Associate Software Engineer
ATOS GLOBAL IT SOLUTIONS & SERVICES
10.2018 - 09.2019Read More
Ramrao Adik Institute of Technology
Bachelor of Engineering from Information Technology
Read More
DECLARATION
I hereby declare that the above information is true and correct to the best of my knowledge and belief. Damini Chandre