Sagaya Chinnapparaj P
Production Support Lead
Abu Dhabi
Summary
- Over 9 years of experience as an Application Analyst supporting the Web multi-tier infrastructures as part of Service Operations/Service Delivery organizations by implementing the ITIL Methodologies.
- Good Experience in the Retail & Wholesale Banking, Loyalty and Rewards and Insurance domains and business operations.
- Over 4 years of experience in leading multiple teams and Manage various enterprise high volume payment systems and Providing technical leadership for the BAU and managing the agreed SLA.
- Areas of expertise include troubleshooting and support of Web, Mobile Applications built in Java, Unix, Windows , Tomcat, Web logic and SQL based technologies.
- 8+ years of strong experience in supporting Oracle and MySql Database applications. Experience in building and debugging the stored procedures, SQL packages. Gathering data by writing efficient SQL Queries.
- Jubilant Team member backed by excellent communication and Interpersonal Skills, which enabled to interact with End-Users, Customers, Management and Technical Personnel effectively.
- Identifying & implementing process improvements in the Service Delivery, Service Operations and Continuous Service Improvement across multiple projects.
- Strong experience in problem solving, analytical and troubleshooting of highly revenue generating critical web applications.
Taking the ownership for the application availability and willing to work on 24*7 support.
Overview
7
7
years of professional experience
7
7
years of post-secondary education
Work History
Lead Production Support Engineer
First Abudhabi Bank
Abu Dhabi
05.2021 - Current
- Lead the Production support team for the international payment service line which covers the 6 international regions i.e. Kuwait , Oman , KSA, Bahrain, United Kingdom, India.
- Ensuring the BAU of the regional Banking operations for local payments and the cross border payments runs smoothly without any technical clutch.
- Implemented monitoring through FAB Provided solution - AppDynamics for the 16 Applications which covers UAE and International Payment Systems.
- With the Proactive monitoring enablement improved the the KPI of Mean time to detect & Mean time to resolve.
- Drove operational improvements which resulted in savings and customer satisfaction
- Perform the Capacity Planning on periodic basis and ensure the systems are upgraded as the business and volume increases.
- Perform the availability reporting and presenting to the higher management to ensure the SLAs are met and the systems are available as agreed.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Created plans and communicated deadlines to complete projects on time.
- Led projects and analyzed data to identify opportunities for improvement.
Senior Application Support Specialist
Emirates NBD
Dubai
07.2018 - 04.2021
- Leading the team of 5 production support engineers of corporate channel's support funtions to ensure the BAU is running smoothly.
- Ensuring the Always Available Bank Practically and stability through monitoring and proactive actions
- Supporting Retail, Corporate Banking applications, Supporting P2P, H2H, Voucher and Card payments
- Supporting Desktop, Enterprise and Mobile apps
- Supporting the Day to Day Payment Processing, clearance and EOD jobs.Apply data fixes and repost the failed transactions thru complex procedures as part of BAU
- Generating reports and Banking data through complex SQL queries by joining multiple tables in the Oracle system
- Monitor and audit the Oracle DB Performance and provide suggestions to optimize the procs and packages
- Deployments of WAR,JAR files along with the SQL Components in both manual and automation scripts
- Scheduling DB jobs for the transaction monitoring and to address the failures quickly
- Perform Sanity testing using Vugen scripts and support regression and performance testing
- Supporting the Cheque clearing, Salary (WPS), GPPSA (Pension) Payment issues , telegraphic payments , FTS and SWIFT by troubleshooting and interacting with Central Bank and Beneficiary banks
- Analyse the impact of reported issue in the applications, and recommend suitable solution, workaround, permanent code fix, and/or change request as apt
- Liaise with Product owners, platform owners and corporate customer service Agents to bring out better process and service quality
- Prepare and participate the Business continuity plans and ensure the resiliency of the application to ensure business stability
- Setup new environment, servers, deploys applications for new requirements and changes in the central bank’s regulation
- Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis
- Support on Crystal reports.
Senior Production Support Engineer
Bridge2 Solutions – Msys
Chennai
10.2017 - 07.2018
- Birdge2 solutions is the leading product owner for the loyalty and rewards domain
- Citi Bank and Top 4 US banks are using our product for the Loyalty and rewards platforms
- Our team ensures Citi Bank’s Rewards portal is functionalities Up all the time and ensure the order flow and points bank deductions gets completed without any issues
- Responsibilities
- Monitor the order processing through backend SQL queries and ensue the orders are flowing seamlessly
- Provide Data fixes and workarounds incase of failures
- Ensuring the application availability and stability through monitoring and proactive actions
- Fix the order failures and service failures with the tools available and follow the ITIL Process
- Analyze the production issues and provide permanent fixes by working with development team
- Setup new environment, servers, deploys applications for new Banks, merchants and clients
- Involve and conduct in COB/BCP Test to meet the Bank's Compliance
- Interact with internal support teams and external partners to trouble shoot and resolve complex problems
- Maintain application and Infra monitoring, performance tuning and testing as part of Continues process improvements
- Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis
Senior Software Engineer
Bank of America
Chennai
07.2016 - 10.2017
- Project Name :GWBT - EMEA AND APAC BRANCH SUPPORT
- Role
- Team Lead For Thailand , Philippines Support team, IC for APAC regional applications
- Team Size 15+
- Project Description:
- Part of Global Wholesale Banking Technology origination Supporting and taking care of multiple APAC Banking and Financial applications for various Branches
- This includes the BAU activities, Application Enhancements and all type of upgrades and Patching
- As part of Application owner team Need to participate regulatory audits of various country regulatory boards
- Responsibilities
- Handling Banking and financial application issues under GWBT umbrella as part of BAU
- Team Lead for the Thailand and Philippines Branch support team
- Handling new projects, Enhancements and Risk assessments with various country regulatory boards and coordinate with various vendors and operation teams to ensure the bank compliance with regulations and Risk policies
- Run Monthly performance Reports, Capacity planning , incident Review calls and Process walk through Meetings with Senior Managements in both IT and Business
- Analyze the system capacity in terms performance for system tuning and also analyze Exceptions from the logs to identify the possible issues and work with Dev Teams
- Handling system migration/upgrades from existing system, servers, flow to new one
- Primarily involves coordination with vendor, regulator, and Operation teams
- Participated in key projects for expansion of the business to ensure seamless implementation with Requirement analysis, Quotation verification and approval process, Production Support transition
- Ability to make The right technical decision in the Incident bridges as part of Application Owner's team Also on the SCRUM calls by analyzing the requirements to allocate tasks to the resources
- Managing and monitoring infrastructure, servers, middleware, databases, and batch jobs as part of proactive monitoring and work on the failures to fix at the earliest to restore the BAU
- Handled Application Resilience certifications, DR Activities, Critical Site Tests and Regulatory Audits for Thailand and Philippines branches.
Application Support
Cognizant Technology Solutions
07.2016 - 10.2017
- Liberty Mutual insurance Company
- Project Name: Distributions and products, Team Size 10+
- Project Description:
- Liberty Mutual Insurance – Distribution & Products suite of applications Maintenance involves various production support activities related to Personal Lines of insurance, This covers maintenance activities such as adding minor enhancements, fixing data issues and updating DBs with standard procedures ,Other Key activities are participating in environmental upgrade supports and responding to business questions from various business or IT partners related to D&P Applications.
- Responsibilities
- Incident Management for the end user issues at second level also proactively addressing issues from the monitoring tools
- Change and upgrade support by co coordinating with various teams and enabling new monitoring for new upgrades
- Coordinating with Dev, Deploy teams and working with Release management on the Non Prod releases and also providing support for the testing sign offs including non prod regions
- Root causes Analysis (RCA) of tickets and providing permanent solutions for the same
- Continuous preparation of monitoring scripts (Shell Scripts , VUGEN scripts ) to reduce manual effort on testing and sanity checks on the application
- Run Monthly performance Reports, incident Review calls and Process walk through sessions with Client Senior Managements in both IT and Business
- Analyze the system capacity in terms Heap and Memory for system tuning and also analyze Exceptions from the logs to identify the possible issues and work with Dev Teams for the fixes on Weekly basis
- Participated on app stability meetings with Developers and Infrastructure teams and also with vendor and discuss better themes to maintain the application availability
- Proposed many Continuous process improvement themes by the RCPS techniques and got approved by client management
Education
Bachelor of Engineering - Electrical and Electronics Engineering
Adhiyamaan College of Engineering Affiliated To Anna University
Tamilnadu India 08.2008 - 04.2012
HSC -
Don Bosco Higher Secondary School
Tamilnadu ,India 06.2006 - 05.2008
SSLC -
Don Bosco Higher Secondary School
Tamilnadu , India 06.2005 - 05.2006
Skills
Java
undefinedAffiliations
Brief Profile
Over 7.5 years of experience as an Application Analyst supporting the Web multi-tier infrastructures as part of Service Operations/Service Delivery organizations by implementing the ITIL Methodologies.
Good Experience in the Retail & Wholesale Banking, Loyalty and Rewards and Insurance domains and business operations.
Over 14 months of experience in leading a team of 8 members, Manage Application Support team's work load and Providing technical leadership for the BAU and managing the agreed SLA.
Areas of expertise include troubleshooting and support of Web, Mobile Applications built in Java, Unix, Windows , Tomcat, Web logic and SQL based technologies.
6+ years of strong experience in supporting Oracle and MySql Database applications. Experience in building and debugging the stored procedures, SQL packages. Gathering data by writing efficient SQL Queries.
Jubilant Team member backed by excellent communication and Interpersonal Skills, which enabled to interact with End-Users, Customers, Management and Technical Personnel effectively.
Identifying & implementing process improvements in the Service Delivery, Service Operations and Continuous Service Improvement across multiple projects.
Strong experience in problem solving, analytical and troubleshooting of highly revenue generating critical web applications.
Taking the ownership for the application availability and willing to work on 24 7 support.
Timeline
Lead Production Support Engineer
First Abudhabi Bank
05.2021 - Current
Senior Application Support Specialist
Emirates NBD
07.2018 - 04.2021
Senior Production Support Engineer
Bridge2 Solutions – Msys
10.2017 - 07.2018
Senior Software Engineer
Bank of America
07.2016 - 10.2017
Application Support
Cognizant Technology Solutions
07.2016 - 10.2017
Bachelor of Engineering - Electrical and Electronics Engineering
Adhiyamaan College of Engineering Affiliated To Anna University
08.2008 - 04.2012
HSC -
Don Bosco Higher Secondary School
06.2006 - 05.2008
SSLC -
Don Bosco Higher Secondary School
06.2005 - 05.2006
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