Dinesh Paul

Application Technical Support

Hyderabad

Summary

Over 12 years of a highly accomplished Technical Lead and Application & Infrastructure Support professional with a proven record of leading L2/L3 support operations in the Telecom & Communication sector. Expertise in driving automation, enhancing system stability, and resolving critical incidents. Adept at leveraging ITIL methodologies and modern technologies to optimize production environments, resulting in significant improvements in uptime, efficiency, and overall service delivery.

Overview

years of professional experience

Certifications

Work History

Technical Lead, Application & Infra Support

Tata Consultancy Services (TCS)

09.2021 - Current

Provided L2/L3 support for critical applications, ensuring 99.9% uptime for bulk CRM order processing.
Automated health checks and routine tasks using Shell Scripts and CRON, reducing manual effort by 30% and improving operational efficiency.
Designed custom dashboards with HTML/CSS, enabling real-time monitoring and proactive incident detection.
Spearheaded investigation and resolution of P1/P2 production incidents, adhering to strict SLAs.
Managed application failovers, post-deployment sanity checks, and executed Root Cause Analysis (RCA) to prevent recurring issues.
Coordinated with cross-department teams like QA, DevOps, and Support to ensure seamless end-to-end software delivery process.
Increased application stability by regularly monitoring performance metrics, addressing bottlenecks proactively to minimize downtime occurrences.

L2 Technical Support Engineer

Tech Mahindra Ltd.

07.2012 - 08.2021

Agile Integration Broker (AIB) & CCM Mapper:
Mentored junior members of the team on best practices in issue resolution techniques.
Developed and implemented automation for resolution workflows, cutting down incident resolution time by 15%.
Built deployment-ready environments, reducing deployment time by 20% using shell scripting and Git.
Monitored WebLogic and JMS queues, ensuring 100% message integrity and stability.
AIB Infra Support (Openreach):
Led infrastructure upgrades and JDK patching, ensuring zero downtime during critical maintenance windows.
Successfully executed legacy-to-cloud migrations, resulting in a 10% reduction in operational costs.
Maintained strict security compliance, preventing any breaches.

Education

Bachelor of Engineering - Computer Science

SDM College of Engineering & Technology

Dharwad, Karnataka

04.2001 -

Skills

Technical Support: ServiceNow, HP Service Manager, Amdocs Clarify, Synthmon, ELK, Hawkeye, Hunter Console

Scripting & Automation: Shell Scripting (Bash), PowerShell, SQL, PL/SQL, Cron Jobs, HTML/CSS for Dashboards, Report Automation

System Administration: UNIX/Linux, Windows Admin, WebLogic, Git, Jenkins, Patch & Release Management

Exposure to AWS Concepts, Generative AI Technologies, and DevOps Tools

Systems development lifecycle management

Analytical skills

Problem-solving abilities

Multitasking

Team building

Continuous integration

Risk assessment

Certification

ITIL Foundation (Expertise in IT service management frameworks)

Accomplishments

UK Onsite Engagements: Successfully supported Ethernet migration in Ipswich and multi-million revenue order support in Glasgow, demonstrating cross-cultural communication and technical prowess.
Awards: Honored with the prestigious BT Blue Ribbon Award and multiple company accolades including "Pat on the Back" and "Standing Ovation" for exceptional performance.

Timeline