ILAMPIRAI ZAHIR HUSSAIN
Chennai
Summary
Senior IT Operations / Application Support Analyst with 7+ years of experience delivering ITIL-aligned production support across banking and large-scale retail environments. Proven Incident Commander for P1/P2 incidents with strong expertise in Incident, Problem, and Change Management, SLA/OLA governance, RCA, and service continuity. Experienced in supporting centralized monitoring and observability capabilities by partnering with SRE, platform, and infrastructure teams to improve alerting, reduce repeat incidents, and enhance production stability. Strong communicator and people leader with hands-on Unix/Linux, batch monitoring, SQL analysis, and ServiceNow ITSM experience.
Overview
8
8
years of professional experience
1
1
Certification
Work history
Senior Application Support Analyst – Production Operations
Tata Consultancy Services (TCS)
Chennai
06 2021 - Current
- Act as Incident Commander for high-severity P1/P2 production incidents, leading bridge calls, coordinating parallel investigations, and restoring services within SLA.
- Own end-to-end Incident, Problem, and Change Management processes aligned with ITIL best practices.
- Support availability and performance of mission-critical production platforms with high transaction volumes in retail and banking domains.
- Collaborate closely with SRE, monitoring, infrastructure, database, security, and application teams to diagnose performance issues using alerts, logs, metrics, and dashboards.
- Contribute to centralized monitoring and observability improvements by assisting with alert tuning, noise reduction, and post-incident RCA-driven enhancements.
- Coordinate CAB activities including impact analysis, risk assessment, approval readiness, rollback validation, and change scheduling.
- Lead and mentor a 5-member L1/L2 support team; drive operational readiness, SOP adherence, and SLA/OLA compliance.
- Monitor batch jobs and integrations using Autosys and Control-M; resolve failures, dependencies, and downstream impacts.
- Drive continuous service improvement by reducing repeat incidents through RCA-led preventive actions, improved monitoring, and updated runbooks.
- Prepare incident reports, dashboards, and stakeholder communications for senior management.
- Key Achievements: - Reduced recurring incidents through structured RCA and proactive monitoring enhancements. - Improved incident response time via standardized runbooks and team enablement.
Application Support Analyst
Tata Consultancy Services (TCS)
Chennai
05.2018 - 05.2021
Education
B.Sc. - Mathematics
Kailash Women’s College
Skills
- Production Operations
- RunOps
- Major Incident Management
- ITIL
- Incident Management
- Problem Management
- Change Management
- CAB Governance
- Central Monitoring
- Observability
- Alert Tuning
- Incident Correlation
- Root Cause Analysis
- Continuous Service Improvement
- SLA Management
- OLA Management
- Stakeholder Management
- Vendor Management
- Team Leadership
- Mentoring
- Unix Administration
- Linux Administration
- ServiceNow ITSM
- ServiceNow ITOM
- Batch Monitoring
- Autosys
- Control-M
- SQL
- SFTP
- File Encryption
- File Decryption
- Shell Scripting
- Monitoring
- APM
- Cloud
- Containerized Environments
- AWS
- Kubernetes
Certification
ITIL Foundation (preferred)
Custom
Immediate / As per notice
Timeline
Application Support Analyst
Tata Consultancy Services (TCS)
05.2018 - 05.2021
Senior Application Support Analyst – Production Operations
Tata Consultancy Services (TCS)
06 2021 - Current
B.Sc. - Mathematics
Kailash Women’s College