Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Key Highlights
Timeline
Generic

RAMESH BABU

Hyderabad

Summary

Dynamic Senior Applications Support and Production Support Engineer with 7 years of experience and 12 years of overall IT expertise at JP Morgan Services India Pvt Ltd. Demonstrated proficiency in various roles, including L1/L2 Support, AWS Cloud environments, and contact center applications. Established track record in enhancing systems uptime, facilitating automation, supporting cloud migration, executing incident response and root cause analysis, and driving service improvements.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Senior Applications Support Engineer

JP Morgan Services India Pvt Ltd.
Hyderabad
01.2020 - Current
  • Project: Production Support Engineer/ Cloud Support Engineer for Contact Center Enterprise Applications.
  • Led the deployment of a mission-critical banking applications, ensured to a follow Change Management Concepts and Post deployment Observability and Monitoring.
  • Contributed to the Automation of Applications Deployments, and held several meetings with AD/Business teams to avoid potential Incidents during SR/DR events discussions.
  • Worked closely with SRE Teams on concepts like SLI, SLO and contributed on Observability and Monitoring concepts related to the applications which I supported.
  • Played an important role in migrating the on-Premises applications to AWS Cloud. Worked with different Vendor/AD teams during discussion, testing phases before migration and provided detailed report to AD teams related to post migration issues.
  • Rewarded for the excellent and dedicated contribution towards DCM (Data Centre Migration) project on Outbound Dialer application and received multiple appreciations from Production Management and Application Development teams for displaying Technical and Business expertise.
  • Worked on Deploying critical Vendor based Hotfixes to fix errors/bugs in vendor deployed applications and provided post deployment notes with issues observed and suggestions to vendor.
  • Ensuring service level objectives through proactive monitoring, custom tooling, and on-call support/troubleshooting for all systems/products in Voice Technology space.
  • Worked on deploying applications to cloud platforms using Kubernetes, IAC terraform, AWS CDK, Cloud Foundry, Wolverine etc.
  • Deployed applications using Jenkins tool, troubleshooting build and release job failures, and collaborated with Application teams for resolution.
  • Worked on SSL certs creation, Renewal of the SSL web certifications.
  • Expertise in Batch jobs monitoring/fixing issues in co-ordination with upstream/downstream teams on Control M, Autosys tools.
  • Implemented and maintained monitoring solutions at the server and application levels using Grafana, Splunk, and Dynatrace to increase visibility into operations and issues.
  • Managed Change, Incident, and Problem management processes for Banking applications, ensuring seamless operation, and minimizing downtime.
  • Maintained and updated the knowledge base, sharing expertise on installation, integration, and deployment processes for Dialer Outbound applications.
  • Identified repetitive tasks (toil) and developed self-healing mechanisms to enhance system reliability and efficiency.

Associate – Production/Change management

J.P. Morgan Services India Pvt Ltd
Hyderabad
12.2014 - 04.2020
  • Worked on multiple Releases and Critical Deployments for Mortgage and Consumer Banking Applications using manual and Automated Deployments.
  • Implemented and managed CI/CD pipelines, leveraging GitHub for automated, deployment and orchestration.
  • Contributed to configure Batch jobs on Control M and Autosys tools and post migration support of Batch jobs and resolving issues related to Batch failures and worked to fix them permanently.
  • Worked with Wintel/Linux Admin teams to identify and migrate the Hygiene activities (Patching) from manual setup to Complex Automated setup without impacting the Application functionality.
  • Partnered with Application Development Teams, Business/Product Teams, and Patching teams to identify ways to automate the patching process without impacting the Application while taking care of post Validations.

Application Support

J.P. Morgan Services India Pvt Ltd
Hyderabad
12.2010 - 12.2014
  • Worked for Corporate Technology which reviews the requests related to User Access, Modification and Termination requests for specific critical applications like CLOSR (Home Loan end to end application) which is being used extensively across Chase.
  • Partnered with Business/Ops Teams to test/verify the roles granted to Critical Applications as part of Pilot projects like Campaigns involving Vendor Sales/Technology teams.
  • Reviewed the vendor related to access and take part in remediating as per the Risk and Compliance guidelines.
  • Worked on generating multiple reports to present to Senior Management about the Access to critical applications usage is within Compliance norms.

Analyst

BANK OF AMERICA (BA Continuum Solutions Pvt Ltd)
Hyderabad
03.2008 - 12.2010
  • Worked in International Claims department which deals with claims related to Fraud on accounts, Disputed transaction postings, Credit Bureau Disputes.
  • Worked on claims to verify if it is as per Bank’s policies related to Risk and Compliance and remediated them on delinquent status on customer accounts.
  • Part of multiple Brain Storming sessions with Business/AD Teams to ensure the product meets the SLA on the claims.
  • Acted as an escalation point between clients/business areas and internal management to resolve moderately complex problems, complaints, and service requests.
  • Proposed service alternatives to enhance the production services environment.

Education

Master of Business Administration -

Osmania University
Hyderabad, India

Skills

  • Application lifecycle management
  • Incident management (major, P1/P2)
  • System observability and hygiene
  • Scheduling and coordination
  • Documentation and risk certification
  • Non-functional requirements (NFR)

Jira and ServiceNow

  • Monitoring tools (Splunk, Grafana, Dynatrace, Netcool)
  • Linux operating system
  • Windows operating system
  • Control-M scheduling
  • Application deployment
  • CI/CD pipelines
  • Autosys automation
  • Technical troubleshooting
  • Vendor coordination
  • Problem solving
  • User support
  • Ticketing systems
  • Application support
  • Application installations
  • Technical analysis

Certification

  • AWS Certified Cloud Practitioner
  • ITIL Foundation Certificate in IT Service Management (AXELOS)
  • Certified Dev Ops Master (GAQM)

Accomplishments

  • Received multiple Peer Recognition Awards from Development Management for Planning, coordination, implementation, and execution of SR Tests and Data Centre Migration Activities.
  • Received multiple Organization Level Awards for in Jump Starter Category for multiple migration activities and Production Stability efforts.

Key Highlights

  • Extensive experience in application support for Contact Center Applications like Dialer (Alvaria) Outbound, CallTechOnq (Campaign Management), Genesys Workforce Management (WFM) Applications.
  • Hands-on expertise in AWS cloud migration support, deployment, and post-migration support.
  • Strong knowledge of ITIL practices.
  • Extensive experience in critical production deployment, vendor hotfixes deployment, and release automation Datacentre Migration.
  • Expertise in identifying automation opportunities to reduce Toil and streamline business processes.
  • Skilled in using Grafana, Splunk, and Dynatrace tools for server and application-level monitoring.

Timeline

Senior Applications Support Engineer

JP Morgan Services India Pvt Ltd.
01.2020 - Current

Associate – Production/Change management

J.P. Morgan Services India Pvt Ltd
12.2014 - 04.2020

Application Support

J.P. Morgan Services India Pvt Ltd
12.2010 - 12.2014

Analyst

BANK OF AMERICA (BA Continuum Solutions Pvt Ltd)
03.2008 - 12.2010

Master of Business Administration -

Osmania University

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