Suhas Ashok Sherkar
Wagholi
Summary
Seasoned Application Support Manager with solid background in software application/production support.Boasts strong troubleshooting skills, emphasizes customer service, and specializes in technical communication for diverse audiences. Successfully implemented system improvements that increased efficiency and productivity in past roles. Possesses leadership qualities essential for managing teams and projects to successful completion.
Overview
15
15
years of professional experience
Work History
Application Support Manager
AllVue Systems
09.2022 - Current
- Led the handling of major incidents and critical escalations, ensuring swift resolution and minimal downtime.
- Actively managed incident workflows, focusing on reducing Mean Time to Resolution (MTTR)
- Prepared shift schedules and managed triage slots for the team, optimizing resource allocation.
- Developed and delivered monthly and quarterly reports for executive reviews.
- Ensured all team members were aligned with overall goals and individual objectives, fostering a unified effort towards common targets.
- Promoted an open communication environment, keeping the team informed and engaged.
- Encouraged teamwork and collaboration through activities and shared workspaces, enhancing knowledge-sharing and skill development
- Monitored team performance continuously, adapting strategies to improve productivity and efficiency
- Regularly acknowledged and rewarded team members for their hard work and accomplishments, boosting morale
Application/Production Support Lead
Opus Software Solution
02.2016 - 05.2022
- Took complete ownership of cases, handling high-severity tickets, and delivering satisfactory solutions
- Adhered to ITIL processes, including Change Management, Incident Management, Problem, and CAB
- Provided 24/7 on-call support, ensuring timely resolution of critical issues
- Monitored, analyzed, and resolved issues arising from clients and end users
- Worked extensively on IIS-related issues, troubleshooting error messages effectively
- Addressed and analyzed Suspense Analysis issues, including Suspended Auth and Suspended Deposits
- Managed network issues with STAR, ACCEL, NYCE, EBT, and FDRC, collaborating with the Compliance team
- Analyzed and processed Merchant Chargeback and Adjustments for EBT networks
- Extracted, fetched, & provided data using SQL Server; automated monthly, weekly reports into SQL Server
- Deployed and configured applications, data backups on .NET/Java applications, and third-party software
- Escalated issues promptly to vendors/partners and interfaced with them to achieve effective solutions
- Created reports related to application configurations, changes, releases, and deployments
- Configured Application Servers and Services, handling related administrator tasks
- Collaborated with different teams to resolve P1, P2, P3, and emergency changes
Business Analyst
WNS Global Service
01.2010 - 01.2016
- Addressed and resolved issues with failed batches by applying targeted fixes to ensure successful job completion and system stability
- Implemented code fixes and data fixes in the production environment, ensuring continued application performance and reliability
- Developed and maintained comprehensive knowledge-based articles, Created customized reports tailored to specific client requirements, documenting solutions and best practices to enhance team efficiency and knowledge sharing
- Worked extensively with Stored Procedures and Functions, optimizing them for improved performance and functionality within the application environment
- Executed SQL queries for data extraction and manipulation, supporting various business needs and ensuring data accuracy
Education
Bachelor - Computer Science
University Of Pune
Skills
- SQL
- Unix/Linux
- Splunk
- IIS
- Git Kraken
- GIT Hub
- ITIL
- BMC Remedy
- Service Now
- Jira
- Dynamic GP
- Keepass
- Incident management
- Problem management
- Change management
- Application/Production support
Domainexpertise
- Banking & Payment
- Investment & Financial banking
Timeline
Application Support Manager
AllVue Systems
09.2022 - Current
Application/Production Support Lead
Opus Software Solution
02.2016 - 05.2022
Business Analyst
WNS Global Service
01.2010 - 01.2016
Bachelor - Computer Science
University Of Pune
Similar Profiles
Gustavo ZapataGustavo Zapata
Application Support Engineer II at Allvue SystemsApplication Support Engineer II at Allvue Systems
Victoria TestVictoria Test
Lead Compliance QA Engineer at Allvue systemsLead Compliance QA Engineer at Allvue systems
Barbara RockenbachBarbara Rockenbach
Senior Solutions Engineer at Allvue SystemsSenior Solutions Engineer at Allvue Systems