Divya Ramadoss
Chennai
Summary
With over 9+ years of experience in Enhancement and Production Application Support, job scheduling in AutoSys, I have hands-on experience in SQL, Oracle, UNIX, Application Support and Maintenance and have demonstrated the ability to learn and work in any technology. I have tracked defects in HP QC, and have been responsible for following up on any outstanding open test risks issues. I have a strong track record in incident management, network monitoring, application monitoring handling day-to-day customer queries via incident ticketing. I have also been responsible for handling all change-related activities specific to the applications, including planned changes as per the project roadmap, as well as ad-hoc changes such as bug fixes and emergency recovery of any issues.
Overview
10
10
years of professional experience
1
1
Certification
3
3
Languages
Work History
Systems integration senior analyst
NTT Data, Chennai
11.2022 - Current
- As a L2 support team, responsible to manages tickets (Incident, Request, Problem and Change) and adhering to SLAs
- Identifying root cause for complex issues
- Gather information and provide data to next level support if any issues requires support from L3 team.
- Implement configuration changes, system upgrades, and feature enhancements and verify changes in production after deployment.
- Coordinate with other IT teams and maintain system documentation
- Proactive monitoring and provide required support activity.
- Handle user requests, daily and monthly activities efficiently, ensuring timely and accurate response to queries.
- Client: Volkswagen
- Project role: Team Member B12/20 (LQP,CARSHARING,UARCHIV)
- Tools Used: Speak, Jira, Confluence, IT Service Portal, RVS, SQL developer, Putty, WinSCP, SC3, NOC Tool, SDX Tool, Key pass
Software engineer
Tech Mahindra Ltd, Chennai
09.2015 - 11.2022
- As a L2 support team, responsible to manages tickets (Incident, Request, Problem and Change) and adhering to SLAs
- Identifying root cause for complex issues
- Monitoring the customer order dashboard for every single minute. QA support for order links.
- Monitoring and Scheduling of web application jobs. Issues categorization and escalation.
- Creating JIRA tickets for the issues and assigning to particular team. Preparing the weekly sales report for all the issues.
- Identifying, improving and optimizing opportunities to improve product deployment processes.
- Handling Ticketing tools(BMC Remedy, JIRA QC) and monitoring tools(SolarWinds, Nagios).
- Jenkins, GRM, CentOS for server/host status.
- Provided technical support to customers over the phone and via email, resulting in a X% customer satisfaction rate
- Investigated and identified the root cause of customer issues and provided detailed reports to stakeholders
- Established and maintained monitoring systems that identified and resolved system issues before customers were affected
- Developed a knowledge base of common customer issues and their solutions
- Collaborated with developers to resolve customer issues quickly and efficiently
- Client: AT&T
- Project role: Team Member (PF, CMS, R6 & orders Navigation)
- Tools Used: Putty, Unix, Oracle, My SQL, BMC Remedy, Nagios, OTRS, ServiceNow & SolarWinds
Education
Bachelor of Science - Physics
SPKC
Tirunelveli, India 04.2001 -
Skills
Key Technology – SQL, PL/SQL, Unix, MS SQL, Oracle, Batch/PowerShell scripting (Basic), core Java(Basic)
Frameworks – ITIL (Incident, Request, Change, Problem Management), AMS Operations, SLA Monitoring, Job Scheduling, Network monitoring
Tools – BMC Remedy, Jira, Service Center 3, Citrix, MS Office Suite, SQL developer, WinSCP, Putty, MSSQL (SolarWinds, Nagios, Jenkins, GRM, CentOS), SPLUNK
Client management
Performance monitoring
Certification
ITIL 4 Foundation
Timeline
Systems integration senior analyst
NTT Data, Chennai
11.2022 - Current
Software engineer
Tech Mahindra Ltd, Chennai
09.2015 - 11.2022
Bachelor of Science - Physics
SPKC
04.2001 -