Ganesh Hanumanta Kamble
Powai
Summary
Adept at driving technical support excellence, I spearheaded a team at Opalina Technologies Pvt Ltd, enhancing operational efficiency by 25% and achieving a 95% customer satisfaction rating. My expertise in UNIX, SQL, and incident management, coupled with a knack for mentoring, has consistently fostered team growth and customer success.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Technical Support Manager
Opalina Technologies Pvt Ltd
01.2023 - Current
- Currently handling team of L2/L3 support for BANAMEX Global Application & Production Support
- SOD/EOD health checks to ensure applications are ready before start of business
- Lead a team of 15 technical support specialists, ensuring the delivery of high-quality support services and achieving a customer satisfaction rating of 95%
- Deploying, testing, planning, gathering, supporting new functionalities & enhancements through detailed roadmap on PROD/UAT/SIT environments
- Develop and implement training programs that enhance team skills and knowledge, resulting in a 30% reduction in average resolution time
- Monitor and analyze key performance metrics, including ticket volume, response time, and resolution rates, to identify trends and drive continuous improvement
- Collaborate with cross-functional teams to address and resolve complex technical issues, ensuring alignment with company goals and customer needs
- Spearhead process improvement initiatives that streamline support workflows and increase operational efficiency by 25%
- Handle escalated customer issues, providing expert guidance and solutions to achieve resolution and maintain positive relationships
- Trained and mentored junior support staff, enhancing team knowledge and performance
- Developed and maintained knowledge base articles and documentation to support the team and improve self-service options for customers
- Conducted regular performance reviews and provided actionable feedback to team members to foster professional growth and development
- Assisted in the implementation of new support tools and technologies, resulting in improved efficiency and user satisfaction
- Responsible for taking interviews of new candidates and also responsible for providing training to new team members on project details and skills used in project (WebSphere/Linux/Monitoring/Ticketing)
- Start of Day health checks of all Production and Test Servers, managing weekly and daily stand-up calls with project stakeholders divided as per geography
- Working in agile team environment using code versioning tools, such as Git, handling escalated issues which are usually mission critical and technically complex which include providing timely updates and analysis as per given SLA
- Creating, Assigning & Resolving (P1, P2, P3) tickets by using tools like JIRA/ServiceNow and then follow up with different teams for addressing the technical road blocks that customer's hit
- Performing Root Cause Analysis and work towards fixing application & system problems
- Manage housekeeping, upgrades, installation, backup/restore and Adherence to DR plans to ensure smooth functioning of existing systems
- Reviewing AWR reports
- Conducting/scheduling Weekly/Monthly project review meeting with all stakeholders like Application users & Higher Management
Technical Lead & FileNet/BPM Administrator
Datamatics Global Services Limited
Mumbai
08.2016 - 01.2023
- IDFC First Bank (IBM FileNet & BPM support , IBM FileNet Migration)
- FileNet Project tasks: New Setup of FileNet 5.2.1.x, 5.5.X version
- DR Setup for FileNet 5.1, 5.2.1.x, 5.5.X version
- Upgraded the WebSphere version from 7.0.0.x to 8.5.5.x & 8.5.5.x to 9.0.x
- Upgraded CE 5.1 and PE 5.0 to CPE 5.2.1.x version , CPE 5.2.1 to 5.5.x
- Upgraded Content Navigator 2.0.3.x to 3.0.x
- Upgraded Case Manager 5.2.1.x to 5.3.x
- Upgraded Datacap ,CSS, Case Foundation ,HTTP server
- Upgraded WorkplaceXT 1.1.5 to 1.1.5.x
- Installation and configuration of IBM Content navigator, IBM Case Manager & Datacap
- Configuration of desktops, menus, logos for the ICN desktop & ICN mobile application configurations
- Integrated LDAP (AD, Tivoli, and IDAM) repository with IBM ECM
- ICN SSO implementation with AD (SPNEGO) and IDAM (TAI++)
- Stovepipe Configuration to achieve Content Navigator and Content Platform Engine High Availability
- Primary FileNet Administrator for the configurations and Troubleshooting
- Daily Monitoring and performing Health check on FileNet P8 Components and applications
- Support multiple FileNet environments
- Support development teams with performance tuning and troubleshooting issues
- Installed and Configured CP4A component on prem Datamatics Openshift server for Demo & RND
L2/L3 Application/Production Support Analyst
BNP Paribas India Solutions Pvt Ltd
04.2016 - 12.2018
- Currently Providing L2/L3 support for BNP Paribas Trade Finance Global Application & Production
- Planning, gathering & supporting the production deployments through detailed roadmap
- Deploying & Testing new functionalities & enhancements under UAT / SIT environments
- Investigate & resolve problems related to problems in existing Systems in order to ensure smooth functioning of IT systems for the Environments supported
- Application/Code Enhancements - Study user requirements, prepare functional specifications, SIT testing and coordinate implementation in line with Group standards and regulatory requirements to meet user (Business) requirements
- Contribute towards resolving Hardware, Software and Application Related security vulnerabilities
- Manage housekeeping, upgrades, installation, backup/restore and Adherence to DR plans so as to ensure smooth functioning of Existing systems
- Performing Root Cause Analysis and work towards fixing of application & system problems
- Good Knowledge on sql query tuning using Oracle 12C OEM & Oracle inbuilt Tuning packages
- Reviewing AWR reports & NMON reports on daily basis to identify database & system performance
- Conducting weekly team review meeting & updating team tasks & task timelines in share point
- Conducting monthly project review meeting with all stakeholders like Application users &other four level teams
- Preparation of Weekly review meeting reports & Scheduling weekly review meetings with Paris Higher Management
Tech Lead Support
CitiusTech IT Solutions Pvt Ltd
10.2015 - 02.2016
- Company Overview: CitiusTech is a specialized provider of healthcare technology and business process services to healthcare technology companies, healthcare providers, managed care organizations, health plans and disease management companies
- Project Detail: - CFY Technical Support Healthcare Domain
- This project involved working on the fully interoperable EMR, used by providers across United States
- It’s a web-based solution that immediately connects physicians for secure, electronic communication and collaboration while providing standard EMR capabilities
- The project also dealt with providing support to their HIE product Healthdock & Healthlogix
- The clinical data was transferred across in the form of HL7 messages, which needed to be validated and errors that are reported, need to be resolved
- It also included performing Healthdock & Healthlogix upgrades to various hospital sites where Healthdock or Healthlogix was installed and migration of the existing interfaces for message transfer
- In addition, the project supported migration of practices to new EMRs and corresponding customization to HL7 messages to ensure seamless data exchange
- CitiusTech is a specialized provider of healthcare technology and business process services to healthcare technology companies, healthcare providers, managed care organizations, health plans and disease management companies
Senior Software Engineer (L2)
HCL Technologies
04.2014 - 10.2015
- Company Overview: HCL Technologies Limited (HCL) is an Indian provider of Information technology (IT) services and consulting company headquartered in Noida, Uttar Pradesh, India
- It is primarily engaged in providing a range of outsourcing services, business process outsourcing and infrastructure services
- HCL Technologies is the fourth largest IT Company in India and is ranked 48 in the global list of IT services provider
- Roles: L1/L2 Application/Production Support Analyst in NSE Capital/Derivatives/FX market
- SOD health checks to ensure applications are ready before start of business / trading
- Coordinating with ETS VA internally or Vendors on any application issues raised by the business
- Coordinating with internal DB Infra team (UNIX, Networks, Wintel and Ops) on any issues occurred during or outside market session
- Investigating the Production logs at our end to capture as much as info in turn helps the Vendor to come back quickly on the resolutions
- Discussion with application development team regarding code enhancements
- Monitoring of Orders / trades for both desk / DMA environment throughout the market session
- If any order rejections noticed will be immediately acknowledged to relevant teams (ECS / LD-OPS/ ETS VA/ Ops as per SLA
- NSE Mock support, CTCL version or TAP software upgrades as per circular issued by NSE
- Performing sanity checks as per the weekend changes scheduled to Production plant readiness on next business day
- To check daily NSE website circulars if any changes in the system to be planned
- INCR creation for new firewall rules migration when network level changes happen and application support would be provided accordingly during the migration activity
- GCM creation for Production changes like version upgrade/ mandatory change from NSE connectivity perspective
- Raising necessary IN ticket for any issues reported by traders or self observed errors if any from the Prod plant
- Installation of TAP new versions provided by NSE as per regulatory requirements
- GLWIN support for LD desk traders / India Operations managing Risk management
- Geneos monitoring for the application alerts and immediate acknowledgement to known alerts and escalating to relevant team in case of issues
- Disk Space Management on TAP application servers and take required action if any alert
- Dialing to bridge call for any Incident occurred during Production or any critical issues postmortem
- Engaging all relevant stake holders to update on the ongoing issue
- Analyze the issues to maximum extent in case Vendors are delaying to respond and also improve our own understanding on the system
- HCL Technologies Limited (HCL) is an Indian provider of Information technology (IT) services and consulting company headquartered in Noida, Uttar Pradesh, India
- It is primarily engaged in providing a range of outsourcing services, business process outsourcing and infrastructure services
- HCL Technologies is the fourth largest IT Company in India and is ranked 48 in the global list of IT services provider
SOC Specialist (L2)
Synchronica Mobile Gateway a Myriad Group
04.2012 - 03.2014
- Worked on below PROJECTS: - MGd: - Mobile Gateway for Developed market (Refers to North American TELECOM market)
- MGe/IMPS: - Mobile Gateway for Emerging market (Refers to Rest of the World’s TELECOM market)
- MU/USSD: - Myriad Updates helps end users to use Social Networking sites without using data services
- Environment: - UNIX, SQL, JIRA & Confluence
- POSITION: - Service Operation Centre Specialist (L2 Support)
- Role: - Technical Support Analyst (Oracle, UNIX Production/Application Support)
- Technical Activities: - Checking the connectivity of the server and logging a case with vendor
- Scheduling Jobs using Job Schedulers Managing Packages & Processes
- Creating & Managing User Management, File permissions, process Management
- Checking for error report/logs on servers
- Compressing the old log files and taking backup using tar
- Running the usertrace and collecting the report
- Monitoring & Maintaining Logs
Senior Production/Application Support Engineer
Bay Square Technologies Pvt Ltd
03.2009 - 03.2012
- Projects:- NRTRDE (Near Real Time Roaming Data Exchange), Dualimsi (Loop Mobile), TATA_NRTRDE (TATA TELECOM), TATA_ICR (TATA TELECOM), RTX (Loop Mobile), SMSUMS
- Created database objects like tables, views, Sequences, Synonyms, function
- Involved Testing and involved in modifying various existing objects according to the new business needs
- Wrote complex SQL queries using joins, sub queries and correlated sub queries to retrieve data from the database
- Writing the SQL queries using joins, sub queries and correlated sub queries to retrieve data from the database
- Alter the tables by using tools like TOAD
- Taking backups into dump file (i.e.) import and export
- Maintaining multiple HUBS for processing the files
- Monitoring the database activities like table spaces, disk space, user privilege, etc
- Used SQL LOADER to upload the information into the database
- Monitoring all the database activities
- Preparing shell script for fetching files from client server through various protocols such as FTP and converting them into
- GO & .dat Files for further processing
- Total end to end processing of files
- Deletion of old data from database as well as from system as per the requirement
Education
Executive MBA - Project Management
IIM
Mumbai12-2024
Bachelor of Science - Information And Computer Systems
Karnataka State Open University
India04-2012
Diploma - Computer and Information Sciences
CMS Computer Institue
Mumbai05-2009
H.S.C - Commerce
Mumbai University
Mumbai03-2006
S.S.C -
Mumbai University
Mumbai03-2003
Skills
- UNIX
- LINUX
- Windows
- AWS
- ITIL
- SQL
- PL/SQL
- Shell scripting
- Oracle
- MS SQL
- DB2
- WebSphere
- Apache Tomcat
- IBM FileNet P8
- ICN
- BPM
- Nagios
- GENEOS
- CCT
- MRT
- RDT
- Keynote
- DynaTrace
- Splunk
- JIRA
- BMC REMEDY
- ServiceNow
- Salesforce
- GCM
- SYMPHONY
- INCR
- Fix Protocol Version (42)
- Mirth
- BOMGAR
- Raptor
- Training and mentoring
- SLA management
- Staff training
- Customer communications
- Customer support management
- Technical troubleshooting
- Incident management
- Technical support coordination
- Ticketing system expertise
- Service desk management
- GL
- ODIN
- FIX
- Check MK Multisite
- MRTG
- THRUK
- Munin Graphs
- Nagstamon
- Pingdom
- Zeacom
- Confluence
- Escalation management
- Team building
Personal Information
- Date of Birth: 10/21/86
- Marital Status: Married
Languages
- English
- Marathi
- Hindi
- Kannada
Hobbies and Interests
- Listening Music
- Indoor Games
Disclaimer
I hereby declare that all the details given are true to the best of my knowledge and belief.
Extra Curriculum
- Completed and Passed MCP Certification
- Captain and Opener Batsmen for School and College Cricket Team and for LITTLE STAR CRICKET CLUB, IIT, POWAI for 5 years
Summary Of Experience
Executive Certification in Advanced Project Management & Analytics from IIM, Mumbai, AWS Solution Architect Certified, ITIL v3 Foundation Certified, Opalina Technologies Pvt Ltd, Technical Support Manager, Remote (WFH), 01/01/23, Banamex Application/Production Support, LINUX, SQL, ServiceNow, Jira, Splunk, Confluence, Datamatics Global Services Limited, Mumbai, Technical Lead & FileNet/BPM Administrator, 08/01/16, 01/31/23, IDFC First Bank (IBM FileNet & BPM support, IBM FileNet Migration), BNP Paribas India Solutions Pvt Ltd, L2/L3 Application/Production Support Analyst, 04/01/16, 12/31/18, CBIT – Trade Finance, CITIUSTECH IT Solutions Pvt Ltd, Tech Lead Support, 10/07/15, 02/23/16, CFY Technical Support Healthcare Domain, HCL Technologies, Senior Software Engineer (L2), 04/28/14, 10/05/15, SYNCHRONICA Mobile Gateway a MYRIAD GROUP, SOC Specialist (L2), 04/02/12, 03/10/14, Bay Square Technologies Pvt Ltd, Senior Production/Application Support Engineer, 03/06/09, 03/27/12
Certification
- AWS Certified Solutions Architect
- ITIL V3 Certified
- MCP Certified
Languages
English
Full Professional
Hindi
Native/ Bilingual
Marathi
Native/ Bilingual
Timeline
Technical Support Manager
Opalina Technologies Pvt Ltd
01.2023 - Current
Technical Lead & FileNet/BPM Administrator
Datamatics Global Services Limited
08.2016 - 01.2023
L2/L3 Application/Production Support Analyst
BNP Paribas India Solutions Pvt Ltd
04.2016 - 12.2018
Tech Lead Support
CitiusTech IT Solutions Pvt Ltd
10.2015 - 02.2016
Senior Software Engineer (L2)
HCL Technologies
04.2014 - 10.2015
SOC Specialist (L2)
Synchronica Mobile Gateway a Myriad Group
04.2012 - 03.2014
Senior Production/Application Support Engineer
Bay Square Technologies Pvt Ltd
03.2009 - 03.2012
Executive MBA - Project Management
IIM
Bachelor of Science - Information And Computer Systems
Karnataka State Open University
Diploma - Computer and Information Sciences
CMS Computer Institue
H.S.C - Commerce
Mumbai University
S.S.C -
Mumbai University
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