Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

Suresh I J

Bangalore

Summary

To pursue a challenging role in Production Support where I can leverage my technical expertise in UNIX, Oracle, Shell Scripting, and monitoring tools to ensure application stability and performance, while contributing to the continuous improvement and growth of both the organization and my professional career.

Overview

9
9
years of professional experience

Work History

Application Support Engineer

Kumaran Systems Pvt Ltd
11.2023 - Current
  • FXC (FX centre): The FX centre that is the front system to place the transaction. FXC is interface or UI for global money transfer (GMT) to sending money around the world. Over 120 countries. FXC is support both CIBC and Simplii and GMT is available in both.
  • PHFX (Payment hub - retail for FX): Payment hub FX system that is the backend system for transactions which are place on FX centre. and we send out the transactions to different networks providers and to different applications to complete the transactions.
  • Roles and responsibilities:
  • Worked on daily operational and performance reports to support business and technical teams.
  • Monitored Dynatrace alerts, analyzed issues, and performed timely resolutions to minimize impact.
  • Created Change Requests (CRs) as per business and technical requirements, ensuring alignment with change management policies.
  • Provided ad-hoc data and analysis as requested by business stakeholders or internal teams.
  • Created and sent incident outage notifications to business users, ensuring timely and accurate communication during service disruptions.
  • Built and maintained Runbooks for production deployments, disaster recovery activities, and operational processes.
  • Collaborated closely with customers to deliver prompt, clear, and helpful responses to their technical queries.
  • Developed strong working relationships with Development and Infrastructure Support teams to expedite resolution of production issues.
  • Actively identified areas for process improvement, contributing to a more efficient and productive support environment.
  • Worked collaboratively with cross-functional teams across geographies, keeping business priorities in focus.
  • Operated under defined SLA (Service Level Agreement) and Incident Management (Remedy) processes, ensuring improved productivity, scalability, and application performance.
  • Evaluated and installed system patches, resolving software-related issues in compliance with Change Management procedures.
  • Participated in weekly and monthly production support review calls, providing updates and discussing ongoing issues and resolutions.
  • Created and maintained Knowledge Base articles and documentation for recurring and critical production issues to streamline support efforts.
  • Project Name: FXC and PHFX
  • Client: CIBC
  • Technology Used: Windows, Linux, Oracle, SQL, Azure
  • Diagnosed and resolved application issues to ensure optimal system performance.
  • Collaborated with cross-functional teams to implement software updates and enhancements.
  • Provided technical support to end-users, facilitating efficient issue resolution.
  • Developed documentation for troubleshooting procedures, enhancing team knowledge base.
  • Monitored application performance metrics to identify areas for improvement.
  • Led training sessions for junior staff on best practices in application support.
  • Streamlined incident management processes, reducing response time for user requests.
  • Conducted root cause analysis of recurring issues, driving strategic improvements in system reliability.
  • Worked closely with developers to provide feedback on application designs based on user requirements.
  • Addressed technical issues and guided end users through resolution.
  • Increased customer satisfaction by providing exceptional support and resolving issues quickly.
  • Supported software integration and implemented maintenance enhancements.
  • Resolved product design, acquisition and launch concerns to achieve customer's targeted business goals.
  • Contributed to the successful completion of numerous projects by meeting deadlines and working effectively under pressure.
  • Strengthened client relationships through effective communication and prompt resolution of concerns.
  • Delivered high-quality application updates using agile methodologies to ensure continuous improvement.
  • Participated in product development discussions, providing valuable input on application design and functionality improvements.
  • Maintained up-to-date knowledge of industry trends, allowing for innovative strategies in application support engineering.
  • Generated target accounts sales objectives, opportunities and projection reports to prioritize work.
  • Reduced downtime for clients by swiftly addressing and troubleshooting software defects and bugs.
  • Maintained effective customer relationships and identified future business opportunities to support and strengthen corporation mission.
  • Performed root cause analysis on recurring issues, implementing long-term resolutions to prevent recurrence.
  • Improved application performance through optimization of flow processes.
  • Communicated technical development stages and provided design support to stakeholders.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Tested new software and hardware prior to deployment.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Created user accounts and assigned permissions.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Generated reports to track performance and analyze trends.
  • Managed multiple assignments simultaneously, ensuring all tasks were completed efficiently and accurately.
  • Assisted with the integration of third-party applications into existing systems, enhancing overall functionality.
  • Provided training sessions for end-users as needed, improving their understanding and proficiency in using applications effectively.
  • Enhanced application performance by identifying and resolving technical issues in a timely manner.
  • Mentored junior engineers, fostering a collaborative environment that promoted professional growth.
  • Exhibited strong technical aptitude and application expertise resulting in optimized performance, continuous improvement recommendations and product innovation.
  • Traveled to key account locations to train and provide technical direction for successful completion of product launches.
  • Collaborated with cross-functional teams to identify areas for improvement and implement solutions.
  • Conducted regular audits of applications for security vulnerabilities, addressing any findings promptly.
  • Contributed to continuous improvement and quality assurance tasks.
  • Optimized system functionality with thorough testing and validation of application changes.
  • Communicated with clients to define business objectives and present individualized solutions.
  • Streamlined processes, improving overall efficiency through the implementation of automation tools.
  • Implemented proactive monitoring measures to detect potential issues before they impacted users.
  • Participated in design and planning exercises for future software rollouts.

Application Support Engineer

Virtusa Consulting services private ltd
07.2022 - 06.2023
  • APE - Access Pricing Engine is a web-based application used by the BT Sales team to request Access line prices for various BT products.
  • Access: Connection between Customers’ location and BT Network (i.e. GPOP).
  • Pricing: Calculate Cost and Price based on distance between Customer site and GPOP.
  • Engine: Software Application does above jobs.
  • Roles and responsibilities:
  • 24/7 Application Support (Production Support)
  • Provide support for a suite of requests/quotes created by users.
  • Troubleshooting and debugging of production issues in Real-time environment
  • Work on DB queries requirements out of production issues and business needs.
  • Resolving issues rose as alert and followed the correct resolution procedures, escalating as required.
  • Handling the LIVE issues/Handling the Change Requests (CRs)
  • Build and maintained the run books for Deployment of new builds in production and Disaster Recovery.
  • Work closely with Customers and deliver prompt responses to their queries.
  • Develop strong relationships with the development and infrastructure support teams to resolve production issues in a timely manner.
  • Achieved a more productive support environment by actively seeking improvement avenues.
  • Worked collaboratively with other teams across geographies keeping the business priorities in mind.
  • Work under SLA (Service Level Agreement) & Incident Management (Remedy) with increases productivity, scalability & performance of application.
  • Evaluate and install patches and resolve software related problems in the environment following the appropriate change management procedures
  • Participating in SLR calls (internal) for service improvement.
  • Creation of knowledge base and documentation of critical issues.
  • Project Name: APE
  • Client: British Telecom
  • Technology Used: Windows, Linux, Oracle, SQL

Application Support Engineer

Virtusa Consulting services private ltd
11.2019 - 06.2022
  • The HPE Service Manager Change Management process enables you to control changes to baseline service assets and configuration items across the entire service life cycle. It helps you to control the process to request, manage, approve, and control changes that modify your organizational infrastructure. This includes assets, such as network environments, facilities, telephony, and resources.
  • The Service Manager Change Management application supports the Change Management process. It incorporates the essential concepts of Information Technology Infrastructure Library (ITIL) to ensure that the best practices of IT service management in place. The Change Management application helps you to ensure that changes are requested, evaluated, and implemented according to your business processes and needs.
  • Roles and responsibilities:
  • Led HP Service Manager and Asset Management under the guidance. Help provided advice, made recommendations and implemented problem-solving strategies when the business needed to re-energize.
  • Collaborated with clients from concept through final delivery of product or service. Recommended improvements and design solutions. Proposed technical feasibility solutions for new functional designs and suggested options for performance improvement of technical objects.
  • Consistently meet deadlines and requirements for all production work orders by streamlining and enhancing team’s operations system.
  • Provided uninterrupted support with minimum to no Escalations for BT customers from USA, UK and India using HPSM and Asset Manager Software.
  • Supporting HPSM users if any change related queries/issues.
  • Writing the SQL queries according to the customer requirement.
  • Raising incidents if any critical application related alerts.
  • Involved in patching and deployment activities.
  • Monitoring jobs and performing server health check.
  • Performing HPSM monthly and weekly audit reports.
  • Project Name: HPSM
  • Client: British Telecom
  • Technology Used: Linux, Oracle, SQL server

Support Engineer

Virtusa Consulting services private ltd
02.2017 - 10.2019
  • GDS, standing for global derivatives system, is a Greenwich NatWest IT system which provides a variety of services in support of GNW’s global derivatives trading business. GDS is designed and developed in house by GNW, and production system run in London, Manhattan and Hong Kong. GDS is sometime described as a “front-to-back” system, because it spans a range of business activities which might traditionally be served by separate front-office, middle-office and back-office systems.
  • Trades, who buy and sell derivatives products in the financial markets. Traders use GDS to manage personal positions, to analyze the properties of derivatives products under varying market conditions, and as an aid to pricing deals accurately and consistently.
  • Derivatives operations personnel are middle-office and back-office staffs who look after the practicalities of operating a trading business. Operations personnel use GDS to officially record and confirm deals, track deal documentation, handle cash payments and receipts, reconcile and fund derivatives accounts and so on.
  • GDS provides a daily valuation of the derivatives deals on GNW’s portfolios (books).
  • Roles and responsibilities:
  • My role is Front office (FO) support engineer.
  • On Call Coverage- Resolving the issues based on priority.
  • Finding out the root cause of performance SQL Queries and resolving accordingly.
  • Writing the SQL queries according to the customer requirement.
  • Implementing the new SQL scripts and enhancing the existing SQL scripts as per the requirement.
  • Attending daily JIRA prioritization calls.
  • If there are any critical issues to resolving issues interacting with developer team after raising JIRA.
  • Changing Autosys configuration files according to user requirement with SCR’s.
  • Raising incidents if any critical job failure alerts.
  • Optimizing the SQL queries.
  • Writing the new JIL programs and monitoring the jobs scheduled by Autosys.
  • Scheduling the jobs using crontab command in UNIX.
  • Performing the monthly, weekly activities and validating the data using the existing reports.
  • Project Name: GDS(Global Derivatives System)
  • Client: Royal Bank of Scotland (RBS)
  • Technology Used: UNIX, SQL

Production Support Engineer

UNITED HEALTH GROUP
04.2016 - 10.2016
  • The Massachusetts Health Insurance Exchange official named as Health Connector is the Massachusetts State marketplace for health insurance under Obamacare. Applicants can use the Health Connector to apply for cost-assistance (Advance Premium Tax Credit and Cost Sharing reduction), compare prices of plans, change plans, and enroll in a plan that best suits them, their family.
  • On March 23, 2010, President Obama signed into law the Patient Protection and Affordable Care Act and on March 30, 2010, the Health Care and Education Reconciliation Act of 2010 was signed into law. The two laws are collectively referred to as the ACA. The ACA creates new competitive private health insurance markets, called “Market places”, that will give millions of Americans and small businesses access to affordable coverage and the same insurance choices that members of Congress will have. Marketplaces will help individuals and small employers’ shop to select, and enroll in high-quality, affordable private health plans that fit their needs at competitive prices.
  • Roles and responsibilities:
  • My role is L2 support engineer.
  • Resolving the tickets based on SLA.
  • Forwarding to L3 team if fix is required.
  • Interacting with onsite clients.
  • Deployment using ITG server and configuration changes in properties file.
  • Customizing the tasks according to customers’ requirements using Shell scripting.
  • Updating the customer’s progress
  • Analyzing the user requirements
  • Worked on VI Editor and Scheduling jobs.
  • Worked on Database Objects and Joins.
  • I worked on Data Manipulation Language and Data Control Languages.
  • Extensively worked with Tables using DML operations.
  • Project Name: Massachusetts Health Connector – Health Insurance Exchange
  • Client: United Health Group
  • Technology Used: UNIX, SQL, ServiceNow

Education

M.C.A -

JNTUA University
01.2011

BSC - Computer

SVU
01.2008

Skills

  • Languages UNIX, LINUX (Red Hat)
  • Scripting Shell script
  • Technical support
  • User support
  • Network troubleshooting
  • Troubleshooting skills
  • Remote support
  • Cloud Azure
  • Defect Tracking Tools BMC remedy, JIRA, ServiceNow
  • Databases Oracle, Sybase
  • Operating Systems Windows 7/ Xp, Red hat Linux
  • Monitoring & Scheduling tools Geneos, Autosys, Dynatrace
  • Application Server Apache, Tomcat, Nginx

Awards

Got Dream Team winner for Q3 FY22.

Timeline

Application Support Engineer

Kumaran Systems Pvt Ltd
11.2023 - Current

Application Support Engineer

Virtusa Consulting services private ltd
07.2022 - 06.2023

Application Support Engineer

Virtusa Consulting services private ltd
11.2019 - 06.2022

Support Engineer

Virtusa Consulting services private ltd
02.2017 - 10.2019

Production Support Engineer

UNITED HEALTH GROUP
04.2016 - 10.2016

BSC - Computer

SVU

M.C.A -

JNTUA University

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