Prateek Mediratta
New Delhi
Summary
Over 14 years of working experience in L2 Production support and Enhancements in the area of data warehousing, reporting and banking applications. Proven ability to identify problem, analyze possible solutions and determine best course of action to meet objectives. Major Experience of working in L2 Production support from Onsite and Offshore Good knowledge of Banking and Publishing Domain and Process. Knowledge of ITSM and ITIL Processes. Basic Knowledge of GENEOS ITRS. Extensive knowledge in Oracle 10g/11g/19C. Hands on Experience in UNIX. Hands on knowledge in Business Objects XI R3 – Desktop Intelligence and Designer Tool. Hands on knowledge in Informatica 9.1. Basic knowledge of messaging queue. Working Knowledge of Autosys, Service now and even has worked in tools like udeploy.
Overview
15
15
years of professional experience
Work History
L2 Production Support Engineer
HCL Canada INC & HCL technologies LTD
Mississauga And Noida
06.2020 - Current
- Identified, analyzed and resolved technical problems related to software applications.
- Provided on-call support for critical production systems.
- Monitored system performance, identified issues and implemented solutions.
- Performed root cause analysis to identify underlying causes of incidents.
- Coordinated with development teams to ensure timely resolution of incidents.
- Scheduled maintenance activities during off peak hours.
- Assisted in the deployment of new releases into production environment.
- Performed troubleshooting tasks on complex distributed systems.
- Analyzed logs from multiple sources to identify patterns or trends in system behavior.
- Participated in post-incident reviews to document lessons learned from outages and failures.
- Generated reports on system availability, performance metrics and SLAs compliance.
L2 Production Support Engineer
HCL America INC
New Jersey
12.2013 - 06.2020
- Identified, analyzed and resolved technical problems related to software applications.
- Provided on-call support for critical production systems.
- Monitored production processes to identify potential problems or areas for improvement.
- Provided ongoing technical assistance by responding promptly to customer inquiries and requests for service.
- Coordination with cross-teams.
- Point of contact for any new enhancements in production.
- Handling change management
- Monitored system performance, identified issues and implemented solutions.
- Developed knowledge articles for frequently asked questions.
- Maintained documentation of all customer interactions.
- Performed root cause analysis to identify the source of problems encountered by customers.
- Reported bugs or defects found in software applications to development teams for resolution.
- Collaborated with engineering team members to resolve escalated cases.
- Monitored ticket queues and assigned tickets appropriately based on priority levels.
- Investigated potential security vulnerabilities within existing products or services.
- Reviewed logs from various sources such as application servers, databases, web servers, to diagnose errors or anomalies detected in production environments.
- Replied to customer queries via email, messaging systems and support ticket platforms.
- Conducted regular system maintenance and software updates to ensure operational efficiency.
- Provided after-hours support to ensure 24/7 system availability and customer satisfaction.
- Developed and maintained comprehensive documentation for troubleshooting and system configurations.
L2 Production Support Engineer
HCL Technologies LTD
Noida
03.2010 - 12.2013
- Solving daily intraday trading/payment issues
- Application monitoring and enhancing the performance for more than 50+
- Analyze requests escalated to Level 2 and Recommend fixes and document any new requests
- Analyze logs, configuration and data to troubleshoot and to locate the cause of issues thus managing an incident to resolution (issue ownership, Triage & Resolution)
- Implementing measures to avoid unnecessary reoccurrence of incidents and Categorizing, classifying, and prioritizing problems
- Monitoring incident ticket queue for assigned applications and responding to assigned tickets as required by severity level
- Providing standardized methods and procedures for root cause analysis, problem control, and error control based on ITIL best practices and other standard methodologies
- Identifying patterns in production support activity and suggested long term solutions
- Constructing, Enhancing, implementing and maintaining application programs at complex levels
- Involve in development, maintenance and support cycle for all trading/payment applications
- Participating in rollouts, fixing implementation problems and preparing technical documents
- Configure ITRS Geneos tool for development and support applications
- Automation of Performance Monitoring (CPU, Memory, Network Latency, HTTP response etc.) and External system/DB connectivity checks
- Automation of application healthchecks and Business request automations – Transaction counts, reports etc
- Participation in Change Advisory Board and Governance meeting to evaluate change requests
- Documenting the change management process and procedures in accordance with the operations manual - such process to be subject to Client's review and approval
- Document all new processes / resolutions identified by the team for addition to relevant knowledge-bases
- Participating in requirement gathering — Review what is coming into Production and assess readiness – application on boarding minimum bar requirements
- Providing and implementing a procedure and tools to classify all changes, including planned maintenance activities, according to potential risk, visibility, class of change, and/or other Client specified criteria
- Preparing High level design and program specification
- Preparation and execution of unit test plan
- Generating code review checklist and coding standards
- Performing weekly application restart in order to clear Trans log and stale connections from connection pool
- In an emergency, making temporary changes if Service Provider has been unable to obtain approval, so long as all reasonable efforts have been made to obtain such approval and the emergency changes are documented, promptly reported to Client, and a roll back plan is in place
- Following quality process during entire SDLC
- Enhancing the checks before the market opens and automating various reports to the users
- Involve in deployments and releases for all trading/payment applications
- Regular interaction with the offshore team manager/leader as well as ITRS Technical team to know about the new plugins/upgrades
- Interacting with onsite and offshore team in resolving their problems
- Resolving deployment issues and coordination with Operations for deploying services in production
- Preparing and sending out the weekly status report to the client and HCL managers
- Environment: Oracle 19C, AIX Unix 5.2/5.3
- Team size: 3
- Locations: Noida (India)/New Jersey(US)/Mississauga(Canada)
- Duration: 8.4 Year (Nov 2015 – Till Date)
Education
Diploma in Information Technology -
N.I.I.T
01.2010
Bachelors in Commerce -
Delhi University
01.2009
Senior Secondary -
CL Bhalla Dayanand model school
Delhi01.2006
Secondary -
JD Tytler School
01.2004
Skills
- Troubleshooting
- Incident management
- Server maintenance
- Software deployment
- Application monitoring
- Configuration management
- Disaster recovery
- Release management
- Continuous integration
- Service level agreements
- SQL
- PL/SQL
- Basic knowledge of Unix shell scripting
- Oracle 9i
- Oracle 10g
- Oracle 11g
- Oracle 19c
- MS Access
- Toad for Oracle
- SQL Developer
- Solix
- Red Hat OpenShift
- IBM WebSphere
- Actuate e-report Designer 7
- Actuate e-report Designer 9
- Business Objects XI
- Informatica Powercenter 8
- Informatica PowerCenter 91
- ITRS Geneos
- Service Now
- Autosys
- UNIX AIX 5
- Windows XP
- Windows 2000
- Mac OS
- Microsoft Visio
- Microsoft Office
Passportdetails
Prateek Mediratta, Available, Holding Canadian PR valid Until 2028
Personal Information
Date of Birth: 04/26/88
Languages
- English
- Hindi
Preferredlocations
- Noida
- Gurugram
- Pune
Majorexperience
- L2 Production support from Onsite and Offshore
- Good knowledge of Banking and Publishing Domain and Process
- Knowledge of ITSM and ITIL Processes
- Basic Knowledge of GENEOS ITRS
- Extensive knowledge in Oracle 10g/11g/19C
- Hands on Experience in UNIX
- Hands on knowledge in Business Objects XI R3 – Desktop Intelligence and Designer Tool
- Hands on knowledge in Informatica 9.1
- Basic knowledge of messaging queue
- Working Knowledge of Autosys, Service now and even has worked in tools like udeploy
Timeline
L2 Production Support Engineer
HCL Canada INC & HCL technologies LTD
06.2020 - Current
L2 Production Support Engineer
HCL America INC
12.2013 - 06.2020
L2 Production Support Engineer
HCL Technologies LTD
03.2010 - 12.2013
Diploma in Information Technology -
N.I.I.T
Bachelors in Commerce -
Delhi University
Senior Secondary -
CL Bhalla Dayanand model school
Secondary -
JD Tytler School
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