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
13
13
years of professional experience
2
2
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
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
Technical Lead, Application & Infra Support
Tata Consultancy Services (TCS)
09.2021 - Current
L2 Technical Support Engineer
Tech Mahindra Ltd.
07.2012 - 08.2021
Bachelor of Engineering - Computer Science
SDM College of Engineering & Technology
04.2001 -
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