Sudharsan Sugumar
Senior Analyst
Chennai
Summary
Dynamic L2 Application Support Specialist with a proven track record in managing applications across Windows, Linux, and AWS cloud environments. Expertise in incident resolution, root cause analysis, and performance optimization ensures the reliability of critical systems. Proficient in AWS services such as EC2, VPC, and S3, along with strong on-premise infrastructure management capabilities. Seasoned leader adept at guiding teams and managing complex projects while fostering collaboration and aligning efforts with strategic organizational objectives.
Overview
8
8
years of professional experience
Work History
Senior Support Analyst
Samsung India Electronics
01.2024 - 01.2026
- Managed end-to-end ticket handling, performing root-cause analysis and resolving issues through P-Change deployments, SQL data fixes, and JSON updates to ensure system stability.
- Acted as an escalation point for the L2 support team, guiding them with technical troubleshooting, and ensuring faster issue resolution.
- Monitored critical dashboards such as Tableau and DAGG, proactively identifying anomalies to maintain uninterrupted business operations.
- Collaborated with the Pricing teams (MX, HA, HE) to validate promotional offers, ensuring accurate product pricing during offer periods to support sales growth.
- Worked on the Defect Tracker to identify, analyze, and drive fixes for recurring system issues, ensuring smooth and error-free order placements.
- Conducted incident management for Sev 0, Sev 1, and Sev 2 issues by initiating WebEx bridges, coordinating with development teams, driving triage, and ensuring quick service restoration.
- Used Jira to track, maintain, and update trouble tickets.
- Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
- Participated in regular team meetings to discuss ongoing projects, share insights on best practices, and coordinate workload distribution among team members.
- Conducted root cause analysis on recurring incidents to identify opportunities for improvements in application design or support procedures.
- Collaborated with upper management to drive strategy and implement new processes for reducing the monitoring or pricing gap.
- Led major incident bridge calls and coordinated with development, Infra teams via PagerDuty to ensure timely resolution and stakeholder communication.
Systems Engineer – L2 Application Support
Tata Consultancy Services
01.2020 - 01.2024
- Tracked, logged and responded to support tickets. Performed user account maintenance, managed incidents and provided resolution for end-users technical challenges. Troubleshoot hardware/software issues.
- Change Management - Experience with planning, coordinating and follow up approvals, implementation of technical changes.
- Wrote and executed SQL queries for reporting and research purposes, updated process support documentation.
- Utilised knowledge base tools to transfer technical & business knowledge to team member.
- Arrange for bridge calls for critical issues for all parties to work together and provide workaround/resolution within agreed SLA.
- Identifying frequently occurring false alerts. Worked in Alarm stabilizations for different applications/simplification of engine processing scripts.
- Performing applications health check for all application on daily/monthly basis.
- Monitor processing rate of data on hourly/daily/monthly basis.
- Monitoring of server alerts, Carrying out monthly maintenance activities, Billing, deployment and releases, Server validation and configuring of new alerts in Solarwinds, Dynatrace and Generating production report, health check report, performance report.
- Conducted end-user reviews for modified and new systems.
- Coordinated with stakeholders to gather requirements, ensuring solutions aligned with business goals.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Initiated feedback loop with customers to better understand recurring issues and address them proactively.
- Generated reports to track performance and analyze trends.
- Wrote and maintained custom scripts to increase system efficiency and performance time.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Delivered Tier-3 support and SME input to internal and external customers.
Assistant System Engineer-Trainee
Tata Consultancy Services
06.2018 - 12.2020
- Resolved Production Issues: Diagnosed and fixed critical server crashes in Windows and Linux environments, leading to a 30% reduction in downtime by identifying and patching a memory leak in a custom application.
- Automated System Monitoring: Developed shell scripts for CPU and memory usage monitoring on Linux servers, resulting in faster incident response and reduced manual checks.
- Supported Application Deployment: Assisted in the deployment of .NET applications, configured IIS, and resolved post-deployment issues to ensure seamless rollouts in production environments.
- Collaborated with cross-functional teams to ensure seamless integration of new technology solutions into existing infrastructure.
- Supported remote users effectively with prompt technical assistance via phone or remote desktop tools.
Education
MBA - Human Resources Management
Anna University
Chennai 04.2001 -
Bachelor of Engineering - Computer Science
Sri Sai Ram Engineering College
Chennai, TN06-2018
Skills
Excellent problem solving skills/Issue Resolution/Technical support
Websites, Profiles
- Https://www.linkedin.com/in/sudharsan-sugumar/
- Https://github.com/SudharsanSugumar
Overseas Experience
- Tata Consultancy Services - South America, Uruguay
- 2023-2024
Timeline
Senior Support Analyst
Samsung India Electronics
01.2024 - 01.2026
Systems Engineer – L2 Application Support
Tata Consultancy Services
01.2020 - 01.2024
Assistant System Engineer-Trainee
Tata Consultancy Services
06.2018 - 12.2020
MBA - Human Resources Management
Anna University
04.2001 -
Bachelor of Engineering - Computer Science
Sri Sai Ram Engineering College