Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Deva Cyndhya Selvaraj

Chennai

Summary

  • Application Support professional with over 11+ years of experience in application management and product flow support for major clients including JPMorgan Chase. Demonstrated success in roles as Application Support and Customer Success Manager at Mindtree Limited.
  • Expertise in deploying Infra and cloud monitoring tools, including Splunk and ITSM tools like ServiceNow and Jira.
  • Certified ScrumMaster (CSM), with foundational knowledge of Agile and Scrum methodologies. While currently focused on support and operations, I bring a solid understanding of Scrum practices, and I am eager to collaborate in Agile environments.
  • Results-driven and highly adaptable, known for taking initiative, resolving mission-critical issues, and delivering customer-centric solutions in fast-paced environments. Strong analytical and decision-making skills built on a solid technical foundation enable efficient, high-impact problem-solving that enhances customer satisfaction.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Application Support - Mission Control

Thakral Corporation Ltd
Changi
07.2021 - 10.2023
  • Track and analyze application performance via Splunk, Netcool , Datadog and leverage ServiceNow for incident tracking and resolution to minimize customer impact.
  • Swiftly resolve incidents to drive down Time to Resolve (TTR) and mitigate customer impact.
  • Expertly identify root causes of issues through Splunk logs analysis and initiate necessary actions, including restarting or re- staging required microservices/applications.
  • Managed incidents, change requests, and service requests using ServiceNow, ensuring proper categorization, prioritization, and timely resolution within defined SLAs.
  • Own and driven incident management bridge calls and chats with production management, application development, infrastructure teams, and senior leadership with the purpose of remediating impacting incidents
  • Establishing strong command and control of an incident, establishing clear accountability/ownership and methodical evaluation of complex issue scenarios
  • Ensure seamless resolution of customer-impacting incidents with a focus on effective mitigation strategies.
  • Resolve issues within Kubernetes environments by appropriately managing problematic pods.
  • Facilitate cross-team collaboration, document incidents thoroughly in ITSM tools(ServiceNow), and ensure timely communication in line with SLA commitments.
  • Proficiently schedule and execute jobs using Control-M tool.

Application Configuration Support – Technical Lead

Mindtree Pvt Ltd
Chennai
02.2015 - 10.2018
  • Led a team of 10 members to execute successful application migration activities for multiple clients.
  • Spearheaded OpenNMS migration project for major client, ensuring seamless transition.
  • Facilitated requirement gathering and maintained effective communication among project teams and stakeholders.
  • Served as Transition Lead for various customer deployments into monitoring tools, enhancing onboarding processes.
  • Managed escalations from delivery teams, resolving issues promptly and effectively.
  • Conducted weekly meetings with delivery teams to address requirements and foster collaborative problem-solving.
  • Delivered demonstrations to new customers and delivery teams, assigning daily tasks and workloads efficiently.

Monitoring Tool Administrator – Engineer/Senior Engineer

Mindtree Pvt Ltd
Chennai
10.2007 - 01.2015
  • Spearheaded customer onboarding and deployment processes for the MWatch tool (Mindtree's proprietary ITSM tool with functionality similar to ServiceNow), ensuring successful go-live outcomes.
  • Facilitated seamless transition of multiple customers into MWatch to enhance infrastructure monitoring.
  • Delivered Hyperic agent bundles, scripts, and custom plugins to Service Delivery teams for effective installation on monitored servers.
  • Onboarded network devices into MWatch using SNMP and ICMP protocols, configuring Trap monitoring for hardware failure detection.
  • Analyzed and troubleshot issues related to MWatch, Hyperic, and OpenNMS applications to ensure operational efficiency.
  • Identified monitoring issues through comprehensive analysis of agent logs, server logs, and performance data in Hyperic.
  • Escalated critical issues and requests to internal tool teams for prompt resolution.
  • Served as single point of contact for all customer inquiries and concerns regarding EMS and MWatch servers.

Education

Bachelor of Engineering - Information Technology

Vel SRS College
Chennai
05.2006

Skills

  • ServiceNow
  • Multitasking Abilities
  • Linux/SQL
  • Gaia Cloud Platform
  • Control-M
  • Kubernetes
  • Observability Tools: Splunk, Dynatrace,Netcool,Data Dog, Grafana and VMware Hyperic/OpenNMS

Certification

  • ITIL: V3 Certification
  • AWS: Certified Cloud Practitioner
  • Certified ScrumMaster (CSM) – Scrum Alliance

Accomplishments

  • Recognized with the 'Best Support Incident Coordinator' award for exemplary performance in coordinating and resolving critical incidents effectively
  • Achieved recognition for independently configuring the entire setup for PandG customer,demonstrating self-reliance and minimal reliance on the delivery team. Additionally, successfully maintained MWATCH with zero impact on existing customer configurations.
  • “Pat on the Back” Award
  • Awarded on the successful migration for FORD customer assets to cloud setup
  • Outstanding Performance Award Awarded for the excellent performance for the academic year – 2016 to 2017

Timeline

Application Support - Mission Control

Thakral Corporation Ltd
07.2021 - 10.2023

Application Configuration Support – Technical Lead

Mindtree Pvt Ltd
02.2015 - 10.2018

Monitoring Tool Administrator – Engineer/Senior Engineer

Mindtree Pvt Ltd
10.2007 - 01.2015

Bachelor of Engineering - Information Technology

Vel SRS College

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Deva Cyndhya Selvaraj