SOORYAGOP SN
Summary
Technical Lead Service Analyst with 9 years of experience in production support, application operations, technical troubleshooting, and service management across enterprise platforms. Experienced in L2/L3 production support with technical analysis. Proven experience in handling business-critical incidents, performing root cause analysis, automating operational processes, supporting deployments and database upgrades, and maintaining high availability of production systems. Strong experience working with cross-functional Development, DBA, Infrastructure, Cloud, and Business teams across airline loyalty, transportation, mobility, and EdTech domains.
Overview
4
4
Languages
1
1
Certification
9
9
years of professional experience
Work History
Lead Service Analyst
IBS Software
Kochi
02.2024 - Current
- Serve as technical consultant and lead service analyst for enterprise loyalty systems.
- Managed major incidents, service disruptions, and business-critical production issues, ensuring swift resolution and minimising downtime.
- Provided level 2 and level 3 support for critical customer-facing applications, enhancing system reliability and user satisfaction.
- Performed root cause analysis and implemented preventive measures, significantly reducing incident recurrence.
- Monitor transaction processing systems to maintain platform availability and stability.
- Support PostgreSQL and Oracle environments with troubleshooting, deployments, and performance analysis.
- Develop Linux shell scripts to automate monitoring and operational support tasks.
- Perform advanced SQL analysis, data validation, and reconciliation for incidents.
- Coordinate application deployments, release management, and production change activities.
- Lead AWS Aurora and RDS upgrade and maintenance activities.
- Collaborate with development, DBA, infrastructure, cloud, and business teams during incidents.
- Support UAT, production, and disaster recovery environments.
- Prepare deployment plans, RCA reports, change documentation, and operational procedures.
- Follow ITIL processes, meet SLA commitments, and uphold operational governance standards.
- Design and maintain ETL workflows using Pentaho Data Integration (PDI).
Senior Service Analyst
ARS Traffic & Transportation
Trivandrum
05.2021 - Current
- Resolved escalated incidents as primary point of contact, facilitating timely resolutions and maintaining service continuity.
- Analysed incidents deeply to find root causes and preventive fixes.
- Monitored operational government projects in Netherlands and UK regions, ensuring compliance and performance standards were met.
- Produced performance and analysis reports for SLR, RCA, and QR projects, providing insights for process improvements and stakeholder decision-making.
- Monitored servers and systems using monitoring tools to ensure optimal performance.
- Led database deployments, transitioning systems from staging to production smoothly.
- Conducted database deployments to SQL and Oracle environments.
- Planned and scheduled deployment projects with stakeholders against deadlines.
- Coordinated with developers and system administrators for database changes.
- Validated data integrity and performance through pre-deployment testing.
- Created and maintained deployment documentation and repeatable procedures.
- Logged and documented incidents, correcting misreporting errors.
Software Project Coordinator
Glosoft Technologies (GTEC)
Calicut
07.2017 - 04.2021
- Created project plans for IT initiatives to keep delivery on time.
- Delivered international training and IT support for software installations, patches, and troubleshooting, enhancing user proficiency and system reliability.
- Resolved incidents and service requests through disciplined ticket logging and tracking.
- Debugged performance issues using manual analysis and structured troubleshooting procedures.
- Produced and presented analytical reports to senior management, facilitating informed decision-making and strategic planning.
- Analysed data to extract actionable insights that improved business processes.
- Monitored quality assurance processes, identifying areas for improvement and compliance gaps to enhance product standards.
- Maintained content accuracy by managing CMS updates and version control checks.
- Hosted knowledge-sharing sessions to strengthen collaboration and upskill clients and staff.
- Trained products and supported marketing activities to increase product awareness and sales.
- Participated in R&D activities to track IT trends and trial innovations.
Education
Bachelor of Engineering - Computer Science
Anna University
01-2015
Higher Secondary -
Kerala Board
01-2010
Skills
- Incident management
- Database:PostgreSQL, SQL, query optimization, stored procedures, database performance troubleshooting, Query optimization
- AWS & Cloud: AWS RDS/Aurora, EC2, Auto Scaling Groups (ASG), Elastic Load Balancing (ELB), CloudWatch, Athena
- Linux & Scripting: Linux, Bash/Shell scripting, cron jobs, file processing, log analysis and automation
- ETL & Automation: Pentaho Data Integration (Kettle), KTR/KJB development, ETL workflows, batch processing, job scheduling and automation
- CI/CD & Deployment: Jenkins, Git/Bitbucket, CI/CD pipelines, release support and deployment troubleshooting
- Monitoring & Observability:Grafana, ELK, EFK
- Messaging: Kafka (Basic), message/queue monitoring and production issue handling
- Reporting & Data Tools: MS Excel
- Programming: Python (Basic)
- Technical Analysis: Impact analysis, production issue investigation, SQL-based data analysis and corrective procedures
- Domain Exposure: Airline & Loyalty Technology, Transportation & Mobility, Automated Vehicle Solutions, Waste Management, and EdTech
- Stakeholder communication
Personal Information
Blood Group: O+ve
Certification
- Google Digital Unlocked
- Microsoft Technology Associate - Python
- MS Office Specialist - Excel
- AI Level 2 certification (Prompt)
Languages
English
Beginner
A1
Malayalam
Beginner
A1
Tamil
Beginner
A1
Hindi (B2)
Intermediate
B1
Timeline
Lead Service Analyst
IBS Software
02.2024 - Current
Senior Service Analyst
ARS Traffic & Transportation
05.2021 - Current
Software Project Coordinator
Glosoft Technologies (GTEC)
07.2017 - 04.2021
Bachelor of Engineering - Computer Science
Anna University
Higher Secondary -
Kerala Board