Vidhya Shanmugam

• Provided consultative assistance to technical staff and business unit clients by recommending and implementing solutions to business problems.
• Analyzed applications and recommended necessary upgrades and patches.
• Provided daily support with escalated ticket resolution and liaised with business and technical leads.
• Researched and recommended scheduling enhancements to improve system performance.
• Conferred with internal staff to deliver smooth functioning and minimal downtime of newly implemented systems and procedures.
• Reduced processing time by analyzing job schedules and implementing appropriate modifications.
• Worked closely with test, development and requirements team members to analyze, investigate and resolve common issues.
• Identified root causes of recurring problems to implement effective solutions.

Tools/Technology - PCF, Bitbucket, TeamCity, Oracle, Windows, Splunk, Linux, SNow, DX-APM, Confluence, JIRA

Roles and Responsibilities:
•Primarily supporting Credit card Operations and ensuring application stability. Addressing client's Daily issues for quick resolution and SLA maintenance.
•Application Study & Analysis, without sound knowledge about Architecture.
•Responsible for maintaining service, responding to incidents directly, liaise with other support teams as required. Key coverage aspects – Service availability, incident management, problem management, change management.
•Drive the daily scrum call for support related activities.
•Monitor and resolve all technical issues and manage IT architecture for all business data and events.
•Collaborate with operations and products team to provide technical expertise in various support related issues and administer all contracts in assistance with the production team and recommend improvements to all management processes.
•Collaborate with all contract support teams and business users to ensure appropriate support to all IT processes and analyze all root causes of applications and ensure optimal level of customer satisfaction.
•Transition Activities to team and share knowledge about Application & Process. Learning/Process documentations and update to the common Team Repository.

Project: Walmart Global Tech India -Stores System Operations.
Tools/Technology: Linux, Bitbucket, Jenkins (Concord), SQL, Informix, Splunk, AppDynamics, Service Now, Putty, JIRA,Splunk, Office 365, slack, confluence, xmatters, WinSCP, eclipse.
Roles and Responsibilities:
•Primarily supporting Stores System Operations (Store Items and Backroom) and ensuring application stability. Addressed client's Daily issues for quick resolution and SLA maintenance.
•Monitor and resolve all technical issues and manage IT architecture for all business data and events.
•Provide Pager support.
•Coordinate and manage clients, projects teams and other cross functional teams and ensure the application availability and stability.
•Addressed Daily issues for quick resolution and SLA maintenance.
•Application Status Discussion within the team and Reporting to Clients/Offshore/Onsite counterparts.

Project 3: Neiman Marcus Group - Chennai

NM Online Operations
Tools/Technology: AWS, Linux, Bitbucket, Jenkins, SQL, java ATG, Splunk, AppDynamics, Service Now, Putty, JIRA,Splunk, Kibana, Offi ce 365, slack, confl uence, PowerShell, WinSCP, eclipse.
Role: Senior Support Specialist
Duration: Jul'20 - Jan'21
Roles and Responsibilities:
•Dual role - Service Delivery manager and Senior technical support specialist.
•Coordinate and manage clients, projects teams and other cross functional teams and ensure the site availability and stability.
•Represent the weekly and monthly service review with customers.
•Alert Optimization, creating dashboards for application availability and monitoring using the tools like Selenium/Bitbucket/Jenkins.
•RC analysis & Identify Solutions to implement permanent fi x for Issues and thereby enhancing application availability and stability.
•Collaborate with operations and products team to provide technical expertise in various support related issues and administer all contracts in assistance with the production team and recommend improvements to all management processes.
•Collaborate with all contract support teams and business users to ensure appropriate support to IT processes and analyse all root causes of applications and ensure optimal level of customer satisfaction.
•Monitor and resolve all technical issues and manage IT architecture for all business data and events.

Project 2: Waitrose Digital Operations -Worklocation -Bracknell, UK
Waitrose, Enterprise Service Delivery - Online Operations
Tools/Technology: WCS, JAVA. AWS, Unix, Splunk, DB2, AppDynamics, Service Now, SVN, Putty, JIRA, TrueSight, Ganglia,Kibana, Grafana, Newrelic, slack, Site confidence, Confluence.
Duration:Sep'15 - Jun'20
Role: Senior Support Specialist
Roles and Responsibilities:
•Primarily supporting .com sites and ensured site stability. Addressed client's Daily issues for quick resolution and SLA maintenance.
•Application Study & Analysis, without sound knowledge about Architecture.
•Problem analysis & Identify Solutions to implement permanent fi x for live issues. Also, Identifying the issues proactively and take preventive measures.
•Application Status Discussion within the team and coordinating it with Clients/Offshore/Onsite team to improvise the work effectively.
•Identify peak risks and involve in Peak readiness.
•Transition Activities to team and share knowledge about Application & Process. Learning/Process documentations and update to the common Team Repository.

Project 1 -Target IT Online Operations -Work location - Chennai, Bangalore.
Tools/Technology:
JAVA, DB2, UNIX, Spring, Control-M, Qpasa, MQ Explorer, ETL Datastage, Service Now, Splunk, BMC,STEP tool, Camel, eclipse, RSA, MFT.
Role: Support Specialist
Duration:Nov'10 - Aug'15
Roles and Responsibilities:
•Address Client Issues and Service requests in Applications.
•Identify the possible client issues in near future proactively and take measures to prevent it by implementing appropriate fixes to it.
•Transition Activities to team and share knowledge about Application & Process.
•Learning/Process documentations and update to the common Team Repository. Team coordination and conduction team meeting to improvise the work effectively.