SWAPNIL KHONDGE

JOB DESCRIPTION : Currently playing a key role in HDFC Bank limited data center for FSS, functioning as a L2 Sr.Technical Associate (Internet Payment Gateway (IPG-IT).

ROLES & RESPONSIBILITIES :

• Being a part of In-house PG HDFC Bank Incident Management Team (IT-IM) for handling & Troubleshooting Production Incidents related to Application, Database, OS and Network Services efficiently.
• Providing assistance to the merchant service team to troubleshoot the post production Integration and transactions related issues raised by the merchants for end to end resolution.
• Troubleshooting the performance related issues on the Application, OS and Middleware & Database services and monitoring these services closely to ensure smooth functioning.
• Monitoring the application & system alerts configured in Scheduling Management Tools and promptly acts on it to resolve the same.
• Reviewing periodically transaction statistics, error logs and reports shared by L1 support team in order to identify any irregularities in functionality or any unexpected behavior in the application is detected.
• Analyzing the issues or bugs in the System/Application and reporting to Product/Development team along with the detailed L2 analysis by raising JIRA & work towards a resolution with collaboration.
• Daily database querying by creating the fetch query statement as per the data requirement raised by the merchants/business team & vendor for Reports and MIS. Application patches deployments on application instances of respective environments UAT & Production environment for an optimization.
• Performing UAT on the production issues/bug fixes provided by the development team prior to the production deployment.
• Co-coordinating with Banks IT-ALCM (Project Management), Banking Infra, ITBSG (Business Solution Group) Team & Vendor for an Implementation, Bug Testing, Enhancement & Maintenance Activities.
• Closely associated in the Multiple Critical Activities like Migration, Upgradation & DR Drill of Bank.
• Job scheduling and automating reports using crontab/shell scripting on Linux server as per the client's requirement.
• Preparing RCA & Incident Reports (IR) in co-ordination with the product/development team and other areas of the application if required.
• Integrated the Application & System alerts in the Scheduling Management Tools like Unicenter & AppDynamics using Logscan/Database Queries.
• Proactively involved in monthly & quarterly OS/Middleware & DB patch deployment with required pre/post checks.
• Keeping track of the ongoing production issues & TAT for their fixes with the development team and reviewing the progress on the issues with the banks senior management in the weekly meetings.
• Interacting with the schemes VISA, MasterCard, Rupay & Dinners during the production issues/incidents in the transactions processing.
• Monitoring the jobs configured in Autosys application & troubleshooting issues in case of Job failures

AppDynamics Monitoring Tool : AppDynamics is an application performance monitoring (APM) tool that can be used to monitor and optimize the performance of payment gateway applications.

• Transaction monitoring: Monitor and track payment transactions in real-time, identifying errors, slowdowns, and bottlenecks.
• Performance analytics: Analyze response times, error rates, and throughput to identify areas for optimization.
• Real-user monitoring: Monitor and analyze real-user interactions, identifying issues affecting user experience.
• Synthetic monitoring : Simulate user transactions to proactively detect and resolve issues before they impact real users.
• Error detection and diagnosis: Automatically detect and diagnose errors, exceptions, and crashes, reducing mean time to detect (MTTD) and resolve (MTTR).
• Service level agreement (SLA) tracking : Monitor and report on payment gateway application performance against SLAs.
• Capacity planning: Analyze performance data to predict capacity requirements and optimize resource utilization.
• Security monitoring: Monitor and detect potential security threats and vulnerabilities in the payment gateway application.
• Compliance monitoring: Monitor and report on payment gateway application compliance with industry regulations and standards, such as PCI-DSS.
• By using AppDynamics for payment gateway applications, we can ensure high availability, performance, and security, resulting in improved customer satisfaction and reduced revenue loss due to errors or downtime.

KEY DOMAIN / TECHNOLOGY EXPERTISE :

• Operating System (OS) - UNIX, RHEL 7 Linux & Windows.
• Oracle SQL Developer.
• Database - Oracle 12c/19c.
• Middleware - Oracle Weblogic 12c & Apache Tomcat
• Scheduling Management Tools – AppDynamics, Autosys, Unicenter and APPNOMIC & ELK.
• Issue tracking tools - CA Service Desk, Service Now & JIRA.

KEY PROJECT EXPERIENCE :

• L2 Application Support Role.
• DR Drills (Switchover & Switchback Activities), Migration & Upgradation Activities.
• Certificate Renewal & Certificate Import/Export in an Application level.

• Managing CCAvenue Payment gateway / B2B product for online E-commerce, Government.Education & Private Sector merchants
• Primary role involves initial engagement with the merchant to understand their requirements and exploring solutions to meet their key requirement, assisting them with the entire integration process and providing post production technical/application level support to B2B model & B2C Model
• Interaction with the merchants for the integration support via e-mail and call over multiple back- end languages as (JAVA , PHP, .ASP.NET & Python), Third Party Plugins (Magento,WordPress- WooCommerce, OpenCart etc) and also Mobile SDK (Android and iOS)
• Identifying issues and provide effective solutions to the merchants with utmost promptness and efficiency & Help clients solving difficulties faced in integrating online Payment Gateway in both of the environment (UAT & Production)
• Working on a production & UAT server to fetch logs then analyzing the fetched logs to helping clients for fixing and resolving issues faced in both of the environments
• Providing support on the merchant administration and reporting tools, understanding their business model and provide alternatives to increase business efficiency
• Giving inputs on automating manual tasks & time consuming tasks of IPG so as to maintain efficiency in every process
• Working on SQL server to fetch data and execute scripts on production DB to accomplish various tasks
• Co-ordinations with banks and internal teams for any transaction processing issues faced by the merchants that comes in production within a agreed SLA
• Working on various MIS like reconciliation, refund and transaction settlements etc
• Providing Root Cause Analysis (RCA) for the production issues encountered
• Analyzing the Clients performance and implement various fine tuning measures to attain better success ratio
• Maintaining well relational with the merchants, business team, technical development team, internal operation team and our hosted banks
• Stay current with system information, change request in the production system, updates and Multi- tasking Capabilities
• Additional Responsibilities -
• Involving in the functional testing of payment gateway CR’s
• Proving support during the downtime, maintenance and system upgrade activities
• Ensure smooth working of the payment gateway by constant co-ordination with internal teams if required and monitoring the alerts received from the system

• Good analytical skills to resolve the issues raised by the merchants
• Managing the production issues and reports to team leader/manager
• Handling high level escalations
• Providing support to the merchants for resolving the issues facing in UAT & Production environment
• Providing training to merchants for bank merchant console
• Proactively involved in production activities
• Providing the transaction & settlement reports to government, educational, private & E-Com sector merchants if required
• Analyzing and monitoring the success rate for top merchants
• E-mail communication with merchant and client teleconferences
• Handling the transactions, refund & settlement related issues of the merchants
• Providing live kit to the merchant after completing the UAT to onboard the merchants
• Helping the merchants for the settlement reconciliations if required
• Notifying scheduled & unscheduled downtime to the merchants
• Additional Skills :
• Managing Client transaction, Data Analysis, Documentation & Reporting
• Logs analysis
• Basic Project Management Skills and Presentation Skills
• Red Hat JBoss Enterprise Application
• Familiar with Operating Systems as Ubuntu, Windows, Linux, Android, IOS
• Functional Knowledge about SQL
• UAT Testing for Production Change Request
• Knowledge about MS-Excel, MS-Word, MS-PowerPoint
• Basic Understanding about Weblogic