HEMANTH KUMAR G
S&P Global
1
Language
7
years of professional experience
Results-driven Production Support Engineer with 5.3 years of experience in technical support for mission-critical applications. Skilled in troubleshooting, root cause analysis, and incident management to enhance system availability. Facilitates collaboration among development, QA, and operations teams to resolve complex issues efficiently.
Work History
Application Support Engineer
1 Year 3 Months- Led incident management processes, prioritizing and addressing critical system outages efficiently.
- Implemented monitoring tools to proactively identify and resolve potential application issues before escalation.
- Collaborated with development teams to troubleshoot software performance and enhance functionality.
- Provided technical support for application issues, ensuring timely resolution and minimal downtime.
- Mentored junior staff on troubleshooting techniques and best practices for application support.
- Addressed technical issues and guided end users through resolution.
- Strengthened client relationships through effective communication and prompt resolution of concerns.
- Improved application performance through optimization of flow processes.
Production Support Engineer
1 Year 11 Months- Project 2: Debt Manager (Feb 2024 - Present)
- Role: L2,L3 Application Production Support Engineer
- Description: Debt Manager is a collection and recovery system which is responsible to maintain details of delinquent customers and their accounts. So one customer can have multiple accounts (be it mortgage loan accounts, auto, creditcard, etc). These customers and accounts are being created through new business xml's loading inside DM and their regular updates are being loaded through BDL Xml's.
- Roles & responsibilities:
- Taking ownership of L2 customer issues and resolves them by analyzing/root cause identification
- Engage with our internal and external customers to resolve customer issues
- Managed feedback from internal and external customers to enhance service quality. to both internal and external customers depending upon requirement
- Feedback management to both internal and external customers depending upon requirement
- Managed escalation processes to address customer issues promptly and efficiently. along with a fair and controlled backlog - understanding the reasons for backlog and suggesting ways to reduce it
- Analyzed functional and technical cases, providing resolutions aligned with customer metrics and expectations
- Investigating log files for finding the reason for trade blocking and inform the user as when required.
- Resolving the issues on time and providing best solution.
- Supporting Volume testing to find out the application performance.
- Interacting with clients from different countries to resolve the issues in PRODUCTION.
- Monitoring the application in PROD server
- Monitored systems and resolved customer queries as a Production and Control support consultant.
- Manage risk, change impact and urgency to ensure impact to production services is minimal and the reasons and justification for changes are business beneficial.
- Acknowledge the change request and review the change Record to ensure required fields are filled out appropriately.
- Monitoring batch jobs in Autosys & TWS.
- Preparing the Status report for batch and analyzing DB for Report generation and distribution.
- Preparing knowledge documents and publishing through our entire channel.
- Investigating log files for finding the reason for trade blocking and informing the user as when required.
- Resolving the issues on time and providing the best solution.
Service Desk Engineer (L1) and Production Support Engineer (L2)
3 Years 2 Months- Project 1: AAFA, GRID, ARCH (Nov 2020 - Jan 2024)
- Role: Service Desk Engineer (L1) and Production Support Engineer (L2)
- Description: The project is about handling the risk management team, where the bank wanted to store, process and manage the huge amount of data in day-to-day operations, collected from various sources. The system primarily checks the credibility and looks for the credit risks.
- Monitored and managed application alerts and incidents to ensure timely resolution and minimize downtime.
- Monitored, managed, and resolved application alerts and incidents
- Monitored and maintained application/server performance using Grafana, Sonar 2.0, and TWS.
- Handled infrastructure alerts (CPU, memory, disk utilization, server downtime).
- Built Grafana dashboards (SQL based) to monitor daily, weekly, and monthly performance.
- Executed SQL scripts for data corrections and audit-critical reporting.
- Hands-on experience with ITIL frameworks, ServiceNow, and BMC Remedy.
- Created and managed SSL certificates (wildcard, standard, and UCC).
- Conducted root cause analysis (RCA) to identify issues and implemented permanent fixes, enhancing system reliability.
- Deployed production changes using winscp, putty VM, SQL, and HeidiSQL.
- Documented procedures and created checklists to streamline operations and maintained a knowledge repository for team reference.
Education
B.Tech
GPA: 60%
Intermediate
GPA: 85%
SSC
GPA: 90%
Skills
• Operating Systems: Windows server
Linux/Unix (RHEL 8
CentOS 8)
• Application/Web Servers: JBoss
Apache Tomcat
Apache Web server
• Databases: SQL
MariaDB
Oracle
• Bug Tracking & Tools: PuTTY
WinSCP
Jira
• Networking/Protocols: TCP/IP
FTP
HTTP
HTTPS
• Concepts: Java (basic)
Python (basic)
shell scripting.
• Monitoring Tools: Sonar 2.0
Grafana
Cisco Tidal Job Scheduler
App dynamics
Graylog
Splunk
Neamon.
• Ticketing Tools: ServiceNow
IChamp
DCON
Jira
• Cloud & Container platform: AWS
Open shift
Pivotal cloud foundry (PCF).
• Password management tool: CyberArk vault.
• API Tool: Postman
PROFILE SUMMARY
- 5.3 years of experience in IT Infrastructure Services (Unix/Linux, Windows, and Applications Production Support).
- 4.5 years of hands-on experience as a Linux (RHEL, CentOS) Systems Administrator.
- Expertise in Application, Server, Jobs, and Events Monitoring Tools.
- Automated application health checks (CPU, memory disk, service status) using shell script.
- Automated ticket updates and status notifications using icham work flows.
- Build scripts to generate and email daily/weekly operational reports.
- Automated health checks for DB Connection and tablespace usage.
- Proven track record of supporting Dev, UAT, and Production environments in 24/7 operations.
- Reduced manual efforts by automating daily operational and batch reports using sql and shell scripts.
- Scheduled tws jobs for disk cleanup,log rotation and health check reports.
- Strong experience in vendor management, product lifecycle understanding, and implementing technology upgrades.
- Created scripts to auto-restart services after validation during non business hrs.
- Auto generated daily batch status reports from data base queries.
- Integrated graylog searches with predefined alerts for recurring issues
- Knowledgeable in ITIL best practices (Incident, Change, and Event Management).
- Experience across Service Desk (L1) and Production/Application Support (L2) roles.
- Change Management: Implement changes to production systems and applications, Ensuring Minimal disruption to users.
- Identify and address underlying problems that may be causing incidents.
- Manage incidents, identify root causes, and implement fixes to prevent future occurrences.
- Excellent problem-solving skill, with the ability to analyze complex issues.
- Ability to prioritize tasks and manage time effectively in a fast-paced environment.
- Ability to adapt to changing priorities and circumstances.
- Improve the reliability and performance of production systems and applications.
- Consistently delivered under pressure, meeting SLA commitments.
- I have experience using postman to test API’s, validate request and response payloads and troubleshoot issues by checking HTTP status codes.
PERSONAL DETAILS
Languages: Telugu, English
DECLARATION
I hereby declare that the information provided above is true and accurate to the best of my knowledge and belief.
Timeline
Application Support Engineer
S&P Global
04.2026 - 07.2027Read More
Production Support Engineer
FIRST MERIDIAN GLOBAL SERVICES (DBS Bank)
02.2024 - 01.2026Read More
Service Desk Engineer (L1) and Production Support Engineer (L2)
ING Bank
11.2020 - 01.2024Read More
Rayalaseema Public School
SSC
Read More
Sri Chaitanya Jr. College
Intermediate
Read More
JNTU Anantapur
B.Tech
Read More