Margam Ramesh

• LPL Financial is one of the leading financial advisory and brokerage service providers. The project supports document management, archival systems, advisor document processing, brokerage operations, report generation, and back-office business processes. The support team ensures high availability, incident resolution, system monitoring, and smooth operation of enterprise applications used by financial advisors and internal business users.
• Project Overview

Project Name

LPL Financial Services – L2 Production Support Engineer

Employer

Capgemini | Oct 2025 – Present

Project Description

Responsible for providing L2 production support for critical financial services applications used by advisors and brokerage operations. Supporting enterprise document management, archival, workflow automation, and reporting platforms while ensuring high availability, incident resolution, and SLA compliance. Working closely with business users, development teams, and infrastructure teams to troubleshoot production issues and maintain smooth business operations.

Responsibilities

• Provided L2 production support for Documentum, InfoArchive, Report Delivery Platform (RDP), and Camunda-based applications. • Monitored production environments, application servers, Solr services, and business workflows to ensure system availability. • Managed incidents, service requests, and problem tickets through ServiceNow, ensuring timely resolution within SLA targets. • Performed root cause analysis (RCA) and troubleshooting for application, workflow, document processing, and data-related issues. • Executed SQL queries in Microsoft SQL Server for data validation, issue investigation, and operational support. • Supported advisor document processing, brokerage operations, archival systems, and back-office business processes. • Conducted application health checks, log analysis, service monitoring, and production validations. • Coordinated with development, infrastructure, and business teams to resolve critical production issues and support releases. • Assisted in deployment validation, incident management, problem management, and change management activities.

Technologies

Documentum, InfoArchive, Camunda BOPM, Report Delivery Platform (RDP), Solr, ServiceNow, Microsoft SQL Server, Incident Management, Problem Management, Change Management, Production Support, Application Monitoring, Root Cause Analysis (RCA), Financial Services Domain.

Key Achievements

Successfully supported business-critical financial applications with high system availability and SLA compliance, reduced incident resolution time through effective troubleshooting and RCA, and provided reliable support for advisor document management, workflow processing, and brokerage-related operations.

• Managed client relationships through regular check-ins and updates on project progress.
• Implemented process improvements that reduced turnaround time for client inquiries and service requests.
• Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
• Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity

• Bupa Health Insurance Company UK Project.
• Capgemini |[Hyderabad], India [04, 2021] – Present. Role Summary:
• Provide application and website support for the Spectrum Life platform, ensuring smooth customer experiences for appointment booking, searching, and joining.
• Use ServiceNow and backend systems to resolve incidents efficiently, and identify root causes.

Working on Technical tools, like:

• Microsoft Dynamics CRM – to investigate user interaction and appointment records.
• New Relic – to monitor application performance and error rates.
• Apigee & Talend API – for analyzing API traffic, response codes, and integration errors.
• Gekko – for API monitoring and service flow tracking.
• Medbase – to retrieve backend appointment and user-related data.

Key Responsibilities:

• Manage and resolve customer-reported issues via ServiceNow, focusing on technical errors in appointment booking, user login, and page interactions.
• Conduct backend analysis using SQL queries to extract user data, appointment history, and error logs from databases such as Medbase, helping to troubleshoot and resolve complex issues.
• Collaborate with developers, QA, and platform teams to escalate critical issues, and implement fixes.
• Identify recurring incidents and support long-term solutions via root cause analysis and problem management.
• Maintain clear and detailed documentation for all tickets, and contribute to process improvements and knowledge sharing.
• Monitoring production servers, scheduled jobs, and applications: using the New Relic Monitoring Application.
• Incident management and issue solving within SLAs defined.
• Responsible for server patching and system availability. Part of the major incident team and resolving issues effectively.
• Using ServiceNow to report issues with the system and resolving them within the given time frame.
• Application reporting to the client and providing feedback for any changes needed,
• on-call support for any issues logged.
• Apigee Edge Management on client APIs and the flow, working and having knowledge of the Apigee overview and APIs.
• Participated in software field testing to verify the performance of developed projects.
• Discussed issues with team members to provide resolution and apply best practices.
• Led cross-functional teams to develop strategic solutions enhancing client operations.
• Implemented performance metrics to track project success and drive accountability.
• Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
• Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity.
• Delivered high-quality presentations to stakeholders, effectively communicating project objectives and results.
• Implemented customer relationship management (CRM) systems, improving client engagement and retention rates.
• Analyzed data sets to identify trends and opportunities for process improvements within client organizations.
• Developed and maintained strong client relationships, ensuring high levels of satisfaction and repeat business.
• Mentored junior consultants, fostering skill development and enhancing team performance in project delivery.