Selvakumar M
Lead Production Support Engineer
Bangalore
Summary
Results-oriented and innovative Senior Software Engineer with 13 years of experience. Easily communicates complex technical requirements to non-technical stakeholders. Excellent leadership record of leading development teams in enterprise-wide support projects.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
Work History
Lead Technical Support Engineer
Slice
02.2022 - Current
- Developed and implemented Level 2 (L2) support framework for the fintech startup, enabling expedited issue resolution and enhanced user satisfaction.
- Established and managed a dedicated support team, ensuring adherence to streamlined processes and documentation standards.
- Created and maintained a comprehensive knowledge base repository, facilitating efficient problem-solving and knowledge sharing among team members.
- Served as a mentor to team members, offering guidance and support as needed to ensure team cohesion and skill development.
- Compiled and presented weekly reports to stakeholders, highlighting top 10 issues and key metrics such as ticket ageing, Mean Time to Resolution (MTTR), and tickets resolved per resource. These reports provided valuable insights to the business team, contributing to improvements in customer experience and product refinement.
Senior Software Engineer
Lowe's India Pvt Limited
08.2017 - 02.2022
- Spearheaded the development of POS applications as a Senior Software Engineer for the second largest home improvement retailer in the US, fostering innovation and streamlining operations through Agile methodologies and user-centric design principles.
- Implemented Python3-based automation for URL monitoring, significantly enhancing accuracy and efficiency, thereby optimizing team productivity.
- Designed real-time dashboards in Splunk for proactive monitoring, facilitating swift issue resolution and minimizing incident inflow, ensuring uninterrupted operations.
- Leveraged Rundeck tool to schedule proactive scripts, effectively reducing ticket inflow and enhancing system stability.
- Proactively identified and escalated critical production incidents, analyzing recurring patterns to enhance service capabilities and mitigate future risks.
- Managed incident tracking application to uphold service level agreements (SLAs) and ensure timely resolution of issues, maintaining up-to-date ticket statuses.
- Assumed full accountability for application production outages, driving incidents to clear resolution and executing remediation tasks promptly.
- Pioneered a new strategy to expedite incident resolution, resulting in reduced incident "Ageing" within the support group.
- Collaborated with Change Management/Release Managers to evaluate change events and ensure seamless integration with existing systems.
- Fostered collaboration with integration teams such as ESB, Web Methods, and MQ to optimize application efficiency and response times.
- Embraced the Site Reliability Engineering (SRE) model to enhance system reliability and performance, ensuring robust operations in dynamic environments.
Associate
Cognizant
06.2014 - 08.2017
- Served as an Application Support Engineer for a comprehensive system utilized in retail stores, encompassing sales, inventory replenishment, pricing, signage, and order management functions.
- Contributed as a vital member of the Incident and Problem Management team, ensuring swift resolution of issues and minimizing disruptions to operations.
- Provided rapid workarounds during peak sales hours to maintain system functionality and mitigate business impact.
- Effectively communicated the status of major incidents and problems to IT and business stakeholders, including executive management, ensuring transparency and timely updates.
- Collaborated closely with Major Incident Managers (MIMs) to track high-priority service-related incidents, facilitating root cause analysis and fault resolution to prevent recurrence.
- Conducted comprehensive reviews of resolved problems, ensuring thorough analysis and documentation for future reference.
- Acquired subject matter expertise (SME) in RECEIVING, a critical application within retail stores, serving as the primary point of contact for addressing related issues and ensuring system stability through incident resolution and code fixes.
- Conducted walkthroughs and inspections of standard operating procedures, ensuring adherence to best practices and identifying areas for improvement.
- Implemented change requests raised by business users, ensuring seamless integration of new features and functionalities while maintaining system reliability and performance.
Programmer Analyst
Cognizant
01.2011 - 05.2014
- Functioned as an Application Support Engineer for a multifaceted system deployed in retail stores, managing operations encompassing sales, inventory replenishment, pricing, signage, and order management.
- Contributed as a key member of the Incident and Problem Management team, ensuring swift escalation and communication of major incidents and issues to IT and business stakeholders, including executive management.
- Attained subject matter expertise (SME) in RECEIVING, a pivotal application within retail stores, serving as the primary point of contact for addressing related issues and ensuring system stability through regular incident resolution and code enhancements.
- Documented Standard Operating Procedures (SOPs) for critical issues occurring during peak sales hours, facilitating efficient response and resolution protocols.
- Developed technical documentation, including flowcharts, diagrams, manuals, and reports, to support programming projects and enhance system understanding and maintenance.
- Spearheaded the creation of automated scripts to streamline processes and reduce manual labor time, optimizing operational efficiency and productivity.
Education
Bachelor of Engineering in EEE -
01.2006 - 01.2010
Grade: First Class
HIGHER SECONDARY EXAMINATION (CLASS XII) - undefined
01.2005 - 01.2006
Grade: First Class
HIGH SCHOOL CERTIFICATE (CLASS X) - undefined
01.2003 - 01.2004
Grade: First Class
Skills
Teamwork and Collaboration
Critical Thinking
Performance Optimization
Process Improvement
Technical Support
Ticket Management
Customer Success Management
Root Cause Analysis
ITSM Software
Data Analysis
Application Support
JIRA Systems
Disclaimer
I hereby solemnly declare that the above furnished by me are true to the best of my knowledge and belief.
Timeline
Lead Technical Support Engineer - Slice
02.2022 - Current
Senior Software Engineer - Lowe's India Pvt Limited
08.2017 - 02.2022
Associate - Cognizant
06.2014 - 08.2017
Programmer Analyst - Cognizant
01.2011 - 05.2014
Park College of Engineering and Technology - Bachelor of Engineering in EEE,
01.2006 - 01.2010
S.M.H.S - HIGHER SECONDARY EXAMINATION (CLASS XII),
01.2005 - 01.2006
S.M.H.S - HIGH SCHOOL CERTIFICATE (CLASS X),
01.2003 - 01.2004