Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Manoj Tiwari

Dombivli East

Summary

Experienced Production Support Engineer with over 13 years of experience managing and optimizing critical applications across diverse platforms. Expertise in troubleshooting complex technical issues, significantly reducing system downtime and enhancing overall operational efficiency. Proficient in incident management, root cause analysis, and fostering cross-team collaboration, driven by a strong commitment to continuous improvement and exceptional customer service. Results-oriented professional dedicated to ensuring seamless operations and maximizing system performance.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Lead Engineer Product Support

Sycamore Informatics
03.2025 - Current
  • •Showcasing nearly 12+ years of experience in
  • Production/Application Support, with a robust understanding of UNIX, SQL Queries, Shell Scripting, Networking, Storage, and ITIL.
  • •Currently providing second level support to end users, involved in operations of daily, weekly, and monthly production issues,and reporting to business owners.
  • •Accumulated expertise in incident management, change management, writing and modifying Unix Shell Scripts, and SQL Queries.
  • •Revised application management guideline documents and managed production and application servers, ensuring adherence to standards and optimal performance.
  • •Successfully updated Application Management guideline documents, leading to a reduction in downtime and ensuring minimal impact on revenue.
  • •Proactively monitored production and application servers,resulting in an increase in operational efficiency and a reduction in issue resolution time.
  • •Project: SCE [Statistical Computing Environment]
  • •Client: Alcon, Daiichi, PMI
  • •Role: Production/Application Support Engineer
  • •Project Description: At the core of the Sycamore software-as-a-service (SaaS) solution is Sycamore's proprietary technology platform that can acquire and deliver content, data, and metadata that is readily
  • consumable by users and systems.Utilizing Big Data,
  • Private Cloud, in-memory processing,Application Programming Interfaces (APIs). The Sycamore SCE is
  • an integrated programming environment tailored for Clinical and Statistical programming. It features:
  • •Built-in repository for storing programs, data, results (e.g., TFL) logs, and documents.
  • •Task management by authorized users, linking tasks to deliverables, and assigning tasks manually or via defined workflows.
  • •Collaborative user interface for task state management, progress tracking, and approval of deliverables.
  • •Integrated tasks and workflow capability streamline programming task management.
  • •Versioning and dependency tracking ensure lineage and
  • traceability of programming artifacts.
  • •Flexible directory structure and support for desktop and built-in editors adapt to organizational needs.
  • •Data exchange hub facilitates outsourcing models and manages tasks and deliverables across vendors.
  • •CDISC standards adherence and metadata-driven processes support data transformation and analysis pipelines with the Sycamore MDR.
  • •Collaborated with cross-functional teams to ensure seamless integration of new features into existing product lineups.
  • •Developed and implemented preventive maintenance program covering systems.
  • •Mentored junior engineers, contributing to their professional growth and overall team productivity.

Senior Systems Manager

Hexaware Technologies
10.2016 - 04.2024
  • Company Overview: Hexaware, Client: Neuberger Berman
  • The primary responsibility is to provide front line support to the business and other IT teams, to ensure continued availability, effectiveness and accuracy of production systems.
  • Working with operations and support activities for all products in an assigned portfolio along with Displaying foundational knowledge of service and technical management practices, continual improvement.
  • To support Client from Portfolio Management tool Aladdin. Investigate and analyze issues in trade flow and trade setup. Also, to work with Middle office team for set up, Trade queries.
  • Monitoring of Application using AppDynamics.
  • Responsible for executing client related engagements in the Production support, process reviews, standard operating procedures & enterprise risk management.
  • Develop strong working relationships with client, Stake owner/Business heads.
  • Identify & escalate potential business opportunities for the firm on existing client engagements.
  • Continuous observing Application with regards to (Monitoring, Alerts, Notifications, Dashboards of application to keep its uptime), maintaining continual improvement - Metrics/KPI’s (SLAs, etc.).
  • Ability of multi-task and manage multiple projects as directed by the managers.
  • Provide L2 support for Informatica/Datawarehouse jobs through scheduling tools such as Autosys and Sysadmiral.
  • Comfortable interacting with senior executives with Strong communication, facilitation, relationship-building, presentation and negotiation skills.
  • Release deployment to production using Azure Devops Deployment tool in coordination with Development team.
  • Monitoring EOD & BOD process for trade life cycles and Reconciliations, Working on Ad Hoc requests from Business.
  • To Support the Production issues using Database as MS SQL 2017, SQL, PL/SQL, UNIX, windows suite, informatica Along with monitoring and troubleshooting overnight batch job through Autosys tool.
  • Collaborating with technology operations/business Analysts/QA/Functional Head on service delivery process.
  • To work with development teams/QA, stake owners and different teams across to work on resolution of issue. Timely escalations and follow up with business and technical stakeholders locally and globally on discussions around solution/approach.
  • Maintenance and failure handling of Autosys jobs and subsequent informatica workflows also Debug and analyze session logs to find failure reason and fix informatica workflow runs.
  • Ownership of production incidents throughout the Incident Management process, including priority assessment, incident resolution/escalation, problem identification, and root cause analysis.
  • Understand/troubleshoot shell scripts and SQL procedures for regular maintenance of jobs to improve performance and uptime of system.
  • Investigation and resolution of Incidents within agreed SLA’s using UNIX commands and utilities and by debugging of Python and Unix Shell Scripts.
  • As and when required Handle weekend on call and work with infra team to deploy new and latest patch on production servers also Handle day to day escalation by business and work with development team for permanent fix.
  • Undertake projects as required, including the following areas: capacity and performance management, monitoring initiatives, infrastructure upgrades, web-based tools, documentation, reporting, and automation.

Production Support Engineer

HCL
06.2012 - 08.2016
  • Company Overview: HCL, Client: Nomura Bank, Mumbai
  • Perform production set-up verification, Perform the Hand over procedures to Production Management Team & Plan, document, track and manage the Client Adoption requests and discuss the priorities when the demand exceeds capacity.
  • To Support the Production issues using Database as oracle10g, SQL, PL/SQL, UNIX, Python, Along with monitoring and troubleshooting overnight batch job Through Autosys tool.
  • Maintenance and failure handling of Autosys jobs and subsequent informatica workflows also Debug and analyze session logs to find failure reason and fix informatica workflow Runs.
  • To work on debugging and troubleshooting of FIX protocol message lines.
  • Investigation and resolution of Incidents within agreed SLA’s using UNIX commands and utilities and by debugging of Perl and Unix Shell Scripts.
  • As and when required Handle weekend on call and work with infra team to deploy new and latest patch on production servers also Handle day to day escalation by business and work with development team for permanent fix.
  • Coordination of Testing activities with multiple back-end application teams.
  • Proactive Problem Management, analyzing support metrics and identifying root causes.
  • Hot fix and Releases deployment on Web server as well as application depends upon short or long release cycles planned.
  • Maintaining the support knowledge base of standard fixes / issue remediation work instructions.
  • Handling operational metrics, monitoring systems and support escalations.
  • Effectively work with Development, QA and Engineering teams to track The defects, provide fixes and to handle the production support tickets.
  • To prioritize the issue and troubleshoot to identify the root cause and at the same to coordinate with product and engineering teams to track the status.
  • To handle release deployment to the production as well as in to UAT with Coordination of developers and testers with the help of Weblogic.
  • Creating Queries, stored Procedures in SQL, PL/SQL for BAU work.
  • Querying the database using DML & DDL operations for database Operations also troubleshooting of SQL Procedures.

Systems Engineer (Application Support Analyst)

Tata Consultancy Services
10.2011 - 06.2012
  • Company Overview: TCS; Client : JPMC
  • Creating Queries, stored Procedures in SQL, PL/SQL for BAU work.
  • Querying the database using DML & DDL operations for database operations.
  • To Support the Production issues using Database as oracle10g, SQL, PL/SQL, UNIX.
  • Participate in each enhancement from the Requirement phase to Understand changes in the application and then to test the application Accordingly.
  • Closely work as the ITIL set standards.
  • Monitoring the daily Batch and investigate/resolve the issue of batch job failures.
  • Hot fix and Releases deployment on Web server as well as application server Depends upon short or long release cycles planned.
  • Monitoring all the web server of UAT, PROD.
  • Work closely with global teams and various user groups to capture Requirements and build them.

Software Engineer

Aon Hewitt
09.2010 - 10.2011
  • Company Overview: Aon Hewitt Associates Navi Mumbai. Aon Hewitt Associates is an HR solution providing company, world's largest provider of multi-service HR business process, the only firm fully integrating HR outsourcing and consulting.
  • Working on SQL, PL SQL, ORACLE 9i, ORACLE 10g, UNIX and SQL Server 2005, Manual Testing, for providing all kind of HR solutions through the application of technology.
  • Working on Learning management application such as SumTotal 8.2 and Docent 6.5 to Scope out and manage learning management system changes and assisting in managing the internal customer expectations.
  • Also Performing the Functional, Regression, System Testing for QA and UAT Env. For every enhancement.
  • Aon Hewitt Associates Navi Mumbai. Aon Hewitt Associates is an HR solution providing company, world's largest provider of multi-service HR business process, the only firm fully integrating HR outsourcing and consulting.

Education

B.E - Computers

S.S.jondhale College of Engineering
Mumbai
10-2008

H.S.C -

D.N.C Junior College
Mumbai
01.2003

S.S.C -

R.B.T Vidyalaya
Mumbai
01.2001

Skills

  • Production support
  • Process reviews
  • Standard operating procedures
  • Enterprise risk management
  • Incident Management
  • Problem Management
  • System Monitoring
  • Disaster recovery configuration
  • Technical support
  • Service requests
  • Performance optimization
  • DevOps practices

Certification

  • ITIL V4 Foundation, 2021-06-01
  • AZ 900 Certified, 2022-06-01
  • AWS Certified Associate Developer, ongoing

Timeline

Lead Engineer Product Support

Sycamore Informatics
03.2025 - Current

Senior Systems Manager

Hexaware Technologies
10.2016 - 04.2024

Production Support Engineer

HCL
06.2012 - 08.2016

Systems Engineer (Application Support Analyst)

Tata Consultancy Services
10.2011 - 06.2012

Software Engineer

Aon Hewitt
09.2010 - 10.2011

B.E - Computers

S.S.jondhale College of Engineering

H.S.C -

D.N.C Junior College

S.S.C -

R.B.T Vidyalaya

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