Vijay Shankar
Senior Production Engineer Support
Hyderabad,Telengana
Summary
With close to 15 years of experience in the payment gateway sector and IT infrastructure, I have assumed the role of a performance-oriented Senior Production Engineering Support. My expertise encompasses analyzing and assessing business requirements, collaborating with teams across different departments, and pinpointing opportunities for technical solutions to streamline and enhance business processes. My role extends to offering insights on novel system implementations, software enhancements, upgrades, and modifications to drive operational efficiency.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
Work History
Senior Production Support Engineer
PXP Services PVT Ltd.
Hyderabad
02.2017 - Current
- Monitoring SCOM alerts for the payment failures, network alerts and Server alerts.
- Monitoring the Servers across the regions, AMER and EMEA through SCOM.
- Managed and administered IAM Tool ensuring robust identity and access controls across applications and systems.
- Successfully handled user provisioning and de-provisioning processes, reducing the risk of unauthorized access, and ensuring compliance.
- Identified issues, analyzed information and provided solutions to problems.
- Played a key role in troubleshooting and resolving access-related issues, ensuring uninterrupted user productivity and minimizing downtime.
- Analyzed payment success rates, provided feedback to stakeholders.
- Monitored and maintained the health and performance of POS systems across [EMEA] locations.
- Collaborated with IT teams to ensure seamless integration between POS systems and backend infrastructure.
- Coordinated with vendors to ensure timely updates, patches, and hardware replacements for POS Environment.
- Trained store staff in basic troubleshooting techniques to mitigate minor issues before escalation.
- Employed sophisticated security protocols, which encompassed SSL encryption and tokenization. Distributed SSL Certificates to relevant stakeholders.
- Daily conference with Customers about the Payment performance mitigation and improvements.
- Created SQL reports to analyze payment processing drops.
- Configure PXP systems to integrate Merchants and enable new functionalities and ensure the stability of payment processing through proper monitoring and incident handling.
- Monitoring Payment State Changes from Creation until settlement, Monitor external transaction batching.
- Monitor data consistency between OLT and DWH.
- Identifying defects and record in Incident Management, track defects are solved with in the specified timeline.
- Success measure with # of incidents done + time to solve them.
- Configuration of Merchants according with the Configuration form and make internal test together with Technical Project Manager.
- Prepare Configuration so that the Merchant can initiate testing and inform the Merchant that configuration is ready and provide material to complete the integration.
- Success measure # of Merchants Integrated + # of Merchants complaints reduced.
- Creating Internal and External Certificates for Web Portals and Co-coordinating with certificate provider and requestors for deploying the certificates. Working with legal department for Organization registration and domains.
NOC Team Lead
HTC Global Services
Chennai
04.2014 - 02.2017
- Monitoring the Servers across the regions APAC, AMER and EMEA through SCOM.
- Monitoring the Network Devices across the regions APAC, AMER and EMEA through WhatsupGold Monitoring tool.
- Monitoring Linux Servers and Oracle DBA Servers in Nagios Monitoring Tool.
- Managing the Hyper-V Clusters and Virtual Machines, MD Storage Array.
- Handling NOC Meeting on daily basis and updating the Status to the Client.
- Administration of CUCM [Cisco Unified Communication Administration], CUCA [Cisco Unity Connection Administration].
- Performing periodic cleanup of network devices in WUG.
- Created Network LAN Refresh template and circulate to SA whenever there is a change in the LAN interfaces. Will update the same with WUG.
- Skilled at working independently and collaboratively in a team environment.
Senior Engineer
Olam Information Services PVT Ltd
Chennai
04.2011 - 04.2014
- Worked as Helpdesk Administrator to resolve the End user issues.
- Tracking and following up priority tickets, driving them to closure to make sure the SLA is achieved.
- To make sure the quality of service is achieved and providing weekly feedback to the stake holders.
- Handling team meetings on weekly basis in order to help the team resolve issues at most perfection.
- Periodical maintenance of IT status window and announcement of IT maintenance in SharePoint.
- Travelled to US 3 times consecutively to help during the season preparedness and help the local IT site admins. Traveled around 13 site locations in CA for Site Documentation and updates.
- Create location site documentation. The goal of this document is to provide simple standard specifications and a framework for documenting sites that fall under the support of IT US support.
Senior Support Associate
CapGemini Business Services
Chennai
09.2008 - 03.2011
- Dealing with Customer master creation in AS400.
- Liaise with business area for process related clarifications and sending prompt replies to mails received from the business area.
- Running the error report on a daily basis, apprising the team leader and team members of the same, so as to ensure the elimination of repeated errors.
- Preparing daily, weekly and month end total activity reports.
- Monitoring and transitioning the team, communicating the process updates, initiate meetings and addressing queries and clarification of the team members.
- Ensure deliverables are prepared to satisfy the project requirements, cost and schedule.
Technical Support Executive
Sutherland Global Services
Chennai
11.2007 - 09.2008
- Technical Support and Customer Service Executive for an UK, US and Canadian customer.
- Taking Remote access of the customer computer and resolving the issue. Troubleshooting the Installed Symantec antivirus Software.
- Extended analysis to assist technology team efforts to escalate and resolve issues.
- Increased customer satisfaction ratings to 92%.
Education
MCA - Master of Computer Application
Bharathidasan University
Chennai 03.2002 - 04.2005
Skills
IT Infrastructure Proficiency
Certification
ITIL® Foundation Certificate in IT Service Management
Timeline
ITIL® Foundation Certificate in IT Service Management
11-2017
Senior Production Support Engineer
PXP Services PVT Ltd.
02.2017 - Current
Server Virtualization with Windows Server Hyper-V and System Center
12-2014
NOC Team Lead
HTC Global Services
04.2014 - 02.2017
Senior Engineer
Olam Information Services PVT Ltd
04.2011 - 04.2014
Senior Support Associate
CapGemini Business Services
09.2008 - 03.2011
Technical Support Executive
Sutherland Global Services
11.2007 - 09.2008
MCA - Master of Computer Application
Bharathidasan University
03.2002 - 04.2005
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