DINESH KUMAR SAMAL

6.8+ years of experience as Production/Application Support Engineer in software development organization. End-to-end Data Integration Support using SnapLogic and Reltio. Having working experience in Production Support and Maintenance using LINUX, ORACLE (SQL), AWS, Jenkins, GitHub, SnapLogic, Reltio and SNOW. Deploying new enhancements of SnapLogic pipelines and configuring the accounts. Deploying configurational changes in Reltio. Analyzing Production issues and provides prompt resolutions. Complete knowledge of ticket management using ServiceNow. Troubleshooting issues within SLA. Good analytical and problem-solving skills. Good knowledge of ITIL process. Monitoring production server, trouble shooting and fixing bugs. Adhering to best practices for project support, documentation using Confluence.

Reltio Certified

ClubCorp is an American corporation. It is the largest owner of private golf and country clubs in the country. It operates more than 200 golf and country clubs as well as business, sports and alumni clubs worldwide. We are using master data management technology to support our project. It is a comprehensive method of enabling an enterprise to link up all its critical data to one file, called a master file, that provides a common point of reference. Data from different data source gets into the database by data integration method. For which we were using SnapLogic data integration tool. Apart from these we used to integrate data from different data source. On a daily basis a large number of tickets are sent to our database by customers, clients and other teams. Our aim is to resolve these issues and if not resolved by our team, then we ensure the complex issues to higher level.

• Leading a team of 14 members. Providing guidance, mentorship and training to ensure the team’s success in delivering high quality support services.
• Oversee the daily operations of the application support team, including incident management, problem resolution, and service requests, ensuring timely responses and resolutions.
• Collaborate with cross-functional teams, including software developers, QA engineers, and business analysts to identify and prioritize application issues and enhancements.
• Develop and maintain support processes, procedures, and documentation to streamline the support operations and improve efficiency.
• Implement and enforce service level agreements (SLAs) and key performance indicators (KPIs) to monitor team performance and ensure service excellence.
• Conduct root cause analysis for critical incidents, identify underlying issues, and drive long-term solutions to prevent recurrence.
• Serve as a point of escalation for complex or high- priority support cases, ensuring proper communication and resolution within established timelines.
• Continuously assess and improve the support team's technical skills and knowledge through training and knowledge-sharing sessions.
• Collaborate with vendors and third-party service providers to resolve issues related to software and hardware dependencies.
• Maintain a proactive approach to application monitoring and performance optimization to prevent
  issues and ensure system reliability.
• Analyze the heap dump and thread dump and work along with dev team to optimize the performance of the servers.
• Develop and execute disaster recovery plans and backup strategies to minimize downtime and data loss in case of system failures.
• Communicate effectively with end-users, providing updates on support cases and offering guidance and solutions to technical challenges.
• Generate and present regular reports on support metrics, team performance, and incident trends to management and stakeholders.
• Stay up- to-date with industry trends, emerging technologies, and best practices in application support and IT service management.
• Prepare and present Weekly report & Monthly report to the client to discuss improvement area of the team.
• Providing daily updates to the client in Daily Stand Up.

I hereby declare that the above-mentioned information is correct to the best of my knowledge and belief.

NAME: DINESH KUMAR SAMAL                                                  PLACE: BANGALORE