Gaurav Sahu

Project- Ameriprise Financial

• Working in RAVS tech support team of Ameriprise Financial project for supporting and managing RAVS applications
• Work in a Windows and Linux server infrastructure supporting applications based on AWS cloud
• Perform AMI (Amazon machine image) trigger, monthly AMI rotation to Prod and releases
• Responsible for AWS EC2, S3, CloudFormation, CloudWatch, CloudTrail, AMI and Autoscaling and make sure applications on AWS are up and running
• Handle customer escalations, and resolves production issues and provides technical support for the customers
• Planning, reviewing, and executing system changes under ITIL and coordinate and perform tasks within scheduled change management windows
• Identification of root cause analysis and resolution of incidents reported by the monitoring systems and end users
• System monitoring of AWS resources and general health of systems, monitor disk space and responsible with ongoing technology infrastructure improvement
• Produce and maintained standard operating documentation as well as application deployment documentation steps and provide knowledge transfer for other system support analysts.

Project- CSL Shape

• Working in application team of CSL Shape project for supporting and managing physical security applications Genetec, Gallagher, Nexus, Alina ZTK and ProWatch based on Cloud and Java
• Also supporting other applications such as Canteen POS system and Argus for Bern (Switzerland)
• Providing 2nd and 3rd level incident management support under ITIL based on your expert knowledge of the Hybris platform and base technologies
• Handles customer escalations, and resolves production issues and provides technical support for the customers
• Planning, reviewing, and executing system changes under ITIL
• Identification of root cause analysis and resolution of incidents reported by the monitoring systems and end users
• Manages process improvements effectively, leveraging existing implemented applications to achieve better performance and outcomes
• Involves in trouble shooting the server and client-side technical issues
• Maintain documentation and provide knowledge transfer for other system support analysts.

Project- Airtel Payments Bank (APB)

• Worked in IT operations of Airtel payments Bank –Vertical Onboarding and handling customer escalations and resolves production issues
• Creates incident tickets and own the problem through closure for those incidents that can be resolved without assistance
• Management of end-to-end support processes and support governance of managed IT services
• Assists in performing monitoring, intervention, escalation, and communication of any issues having an impact on any aspect of the production environment
• Assists with or manage special IT-related projects based on Java Spring boot framework
• Involves in production issues and production deployment
• Performs daily health checks of the application, job schedules and infrastructure supporting the application.

Project- MTN Mobile Money

• Worked on Mobile Money enhancement by delivering new features such as Momopay, Partner Orchestrator and Channel Orchestrator based on Java framework
• Involved in impact analysis and designing of new features in existing system
• Worked on light weight application container (lwac) migration
• Integrated new service providers and banks on mobile money platform
• Troubleshoot frontend issues in customer care and partner GUI as well as administration GUI
• Understand technical issues raised by customer and configure, troubleshoot and resolve complex issues for the customers
• Testing of APIs during integration
• Supported as an SME for banking partners related issues.

Project- Telcordia Technologies

• Worked on Operation/Maintenance and Monitoring of Intelligent Networks created for PAN India circles of Telenor all over the country
• Leads investigation teams in conjunction with Major disturbances and failures or other serious Systems Problems and also to work for emergency support
• Performs system administrator functions such as, platform back-ups and restores; alarm resolution, reviewing error logs, capturing trace data, generating cron jobs, platform sanity testing, running performance analysis reports etc
• Development, Configuration, Operation, Management, Monitoring, troubleshooting and administration of various IN (Intelligent Network) related activities and changes
• Troubleshooting include application errors and hardware level errors of IN Nodes
• CDR Reconciliation to find issues in charging
• Resolving Customer disputes related to Pricing & Charging for different Vendors
• Responsible to ensure that all reports are sent to client as per TAT with desire quality
• Responsible for Usage Validation to ensure that Telenor is properly charging for Originating and Terminating calls
• Subscriber Provisioning & Maintenance of Customer Database
• Handles Customer Escalations.