SHELVAAMUTHUKUMARAN L
Chennai
Summary
Results-driven Production Support Engineer with 6+ years of experience in 24x7 environments for mission-critical applications. Proficient in Linux/Unix, Oracle SQL, Shell Scripting, and ITIL processes. Expertise in application monitoring, troubleshooting critical issues, and collaborating across teams to maintain system availability and meet SLA requirements.
Overview
2
2
Languages
3
3
years of post-secondary education
2027
2027
years of professional experience
Work History
Application Support Engineer
Citi Fincorp Services Pvt Ltd
Chennai
01.2024 - Current
- Accumulated over six years of experience providing production and application support for various enterprise applications.
- Provided application support for critical banking systems and applications.
- Handle Change Requests for production environments including patching, configuration updates, and application cluster upgrades with zero unplanned downtime.
- Delivered continuous 24x7 production support through scheduled rotational shifts to ensure system availability.
- Monitor production applications and ensure maximum system availability.
- Support business-critical applications across multiple countries.
- Manage P1, P2, P3, and P4 incidents within SLA.
- Resolved escalated tickets related to application support within agreed upon SLAs.
- Performed application health checks and resolved production incidents.
- Investigate production failures and perform Root Cause Analysis (RCA).
- Reduced recurring production incidents by 30% through structured root cause analysis and proactive problem management via ServiceNow PRBs.
- Analyzed and monitored system performance metrics such as CPU utilization, memory usage and disk space.
- Monitored application performance to identify potential issues proactively.
- Delivered technical support to clients, offering tailored solutions to resolve specific problems and enhance user satisfaction.
- Optimized application process flow to improve performance.
- Coordinated weekend maintenance windows and downtime activities with partner teams across multiple time zones.
- Managed the complete PRB lifecycle: registration, triage, RCA, release scoping, validation, and closure tracking; all stages (New, In Progress, Scoped, Validation, Closure).
- Reviewed and approved ad-hoc data patches in the production tracker after validating PRB documentation and supporting evidence.
- Monitor, schedule, and troubleshoot Autosys batch jobs.
- Execute SQL queries to validate business data and troubleshoot production issues.
- Access Linux/Unix servers for application support and log analysis.
- Coordinate with Development, DBA, Infrastructure, and Business teams.
- Perform production deployments and post-deployment validation.
- Creating ServiceNow incidents, change requests, and problem records.
- Maintain Knowledge Base (KB) documents and SOPs.
- Ensure application stability and drive continuous service improvement the Banking Sector.
- Provided operational guidance and knowledge support to junior team members, enhancing incident triage and batch monitoring efficiency.
Programmer Analyst
Blueberry Global
02.2020 - 11.2023
- Managed DSM project for Vasco, focusing on data organization and customer interactions. | Client: Vasco (UAE, Retail) Supported DSM, an enterprise travel and retail application used to manage customer information, personalized services, offers, and business transactions.
- Troubleshot SQL queries and provided Linux server support to resolve technical issues.
- Handled ServiceNow tickets and executed production deployments.
- Production monitoring and incident resolution.
- Conducted Root Cause Analysis (RCA) for recurring production issues to identify and address root causes.
- Autosys batch monitoring and scheduling.
Key Achievements
.
- • 95%+ SLA resolution rate sustained consistently across all production incidents.
- 99.9% system uptime maintained across APAC high-availability banking environment.
- • 20% improvement in data accuracy through Oracle-to-analytics pipeline redesign at Hikma Infotech.
- • 60+ daily batch jobs managed with zero missed SLA windows.
- • 25% improvement in incident response efficiency through cross-functional collaboration and triage
- optimization.
- • 20% reduction in manual intervention via automated data validation workflows.
- Proposed and implemented innovative ideas and solutions that improved team outcomes.
Education
High School Diploma -
Sowdambikaa Matric Hr Sec School
Trichy, India04-2016
Bachelor of Engineering -
Chennai Institute of Technology
Chennai , India 08.2016 - 01.2020
Skills
- Production Support
- Application Stability
- Monitoring & Observability: Kibana AppDynamics Splunk ITRS Active Console
- ITSM and Ticketing: ServiceNow JIRA Confluence
- ITIL Practices: Incident Management Problem Management Change Management Release Coordination RCA
- Job Scheduling & Automation: AutoSys Crontab Control-M
- Databases & Query: Oracle SQL Developer MongoDB
- Infrastructure & OS: Linux ECS OpenShift / Kubernetes
- Batch Monitoring
- File Transfer & Integration: Tectia NDM SFTP
- Technical Documentation
- Linux Administration
- Currently Learning: Java, Spring Boot, Grafana, Elasticsearch, GitHub Copilot, AWS
- 24x7 Production Support
Personal Information
Title: Production Support Engineer | Application Support Engineer
Languages
English
First Language
Tamil
Proficient
C2
Timeline
Application Support Engineer
Citi Fincorp Services Pvt Ltd
01.2024 - Current
Programmer Analyst
Blueberry Global
02.2020 - 11.2023
Bachelor of Engineering -
Chennai Institute of Technology
08.2016 - 01.2020
Key Achievements
.
High School Diploma -
Sowdambikaa Matric Hr Sec School