VIKRAM SUBRAMANI
Bengaluru
Summary
Highly skilled and results-driven IT professional with 11+ years of proven track record in Software Testing, Production Support, Application & Environment Support and IT Service Management. Seeking a challenging role that allows to utilise my
skills in building and leveraging technology to support business transformations
goals, process improvements and business continuity
Overview
11
11
years of professional experience
1
1
Certification
Work History
Lead Production Support Specialist
Eurofins IT Solutions India Pvt. Ltd.
05.2016 - 05.2024
- Leading team of 18 professionals, providing integrated portfolio of ITSM services to users.
- Exposure to application support domain facilitated strong functional and technical knowledge of applications.
- Co-ordinates WAR rooms during critical issues.
- Driving P1 calls during outages.
- Established and maintained Incident management and Problem management processes and procedures to systematically identify, document, and address underlying IT issues, minimising likelihood of future incidents.
- Lead testing for Hot Fix/product releases; to ensure on time delivery to Clients.
- Involved in conducting status meetings and providing technical guidance on incidents managed by offshore team.
- Measured and reported on application impacting availability issues, monitor and report on problems and error resolution process and perform follow-up.
- Performed root cause analysis on production issues and determine action items for prevention and resolution.
- Worked closely with Business on feature enhancements and bug fixes to accommodate their changing business requirements.
- Successfully managed multiple releases and critical patches and multiple projects concurrently Led Aerial application upgrades successfully, and in collaboration with client.
- Provided weekly dashboard reports to provide insight into operations health to upper management.
- Created dashboard for Aerial upgrades to show system improvements pre and post upgrade Responsible for communicating project status and risk/issues to all stakeholders appropriately.
- Monitoring, analysing, troubleshooting problems, providing code fixes and testing. Create/develop/utilise application monitoring solutions to enhance application availability and performance in production.
- Created and maintained accurate and detailed incident records, including incident reports, post-incident reviews, and action plans, to facilitate knowledge sharing and continuous learning within the organisation.
- Responsible for 100% up time for the applications by making sure team is available round the clock.
- Developed strong functional and technical expertise in eLIMS-NG applications through exposure to the application support domain
- Received accolades in the NG town hall for fostering a customer-centric team and creating an environment that prioritised customer satisfaction.
- Assisted with the setup of external integrations and third-party system connections to applications, ensuring seamless integration with other systems.
- Contributed to the enhancement of eLIMS-NG application quality by creatively executing and automating tests, aligning with business use cases
- Supported business leadership in managing technology-related aspects of projects,
ensuring alignment with transformation goals - Defined strategies for future support growth and ensured effective stakeholder collaboration, displaying strong leadership and expertise
- Drove continuous improvements in application support processes and run books, increasing efficiency, and reducing downtime
- Facilitated seamless integration with external systems through setup of external integrations and third-party connections
- Spearheaded the transformation agenda and roadmap, providing solutions aligned with business strategies
- Supported business leadership in managing technology aspects of projects, ensuring alignment with transformation goals
- Participated in IT process audits to ensure compliance with group IT control framework
- Coordinated with change manager for scheduling, planning, and execution of changes across multiple releases, conducting reviews in CAB meetings
- Prioritised incidents based on severity, potential business impact, and urgency, ensuring that resources were allocated effectively to resolve critical issues promptly
- Coordinated with and led cross-functional Incident Response Teams during major incidents, ensuring timely and effective resolution while adhering to predefined incident management processes.
Application Administrator
IP Soft (Now Amelia Pvt. Solution)
10.2016 - 05.2018
- Optimum handling of online banking/Credit/Debit, MasterCard has an application called VASPS that links to all issuers, merchants, and other financial institutions globally
- The goal of the VASPS is to create innovative software products that will enhance MasterCard & core applications and offer extra value to both members and internal customers
- Value Added Services provides a variety of services, such as The Corporate Products Technology Solutions division of VAS is in charge of software
- Maintenance and new product development for the Smart Data product platform
- This product, which serves as the foundation of the Corporate Payment Solutions business unit, has seen tremendous success as an issuer-co-branded tool to acquire corporate credit card, fleet card, and other customers on a global scale
- Major corporations, governments, large and medium-sized issuers, and the three leading transaction processors all use.
Senior Executive
Wipro
12.2012 - 01.2016
- One of the most preferred platforms for providing Wipro Technologies clients with Data Center device support and services is Wipro
- Data Center Services CA Service Desk Manager (InfoPACC)
- A single service management framework is offered by InfoPACC and is based on ITIL best practices
- InfoPACC is accessible for integration from the outside
- These interfaces were previously made available through the RACE (Real-Time Platform Case Exchange) application
- When integration is necessary, RACE sits between InfoPACC and the service management (ticketing) product used by the customer or partner
- RACE manages errors and data mapping while serving as a store and forward mechanism for all tickets between the two systems
- It uses an encrypted protocol (https) to transmit data, and all transactions are based on XML.
Education
B.E. in Computer Science -
Sri Krishna College of Engineering & Technology
Coimbatore, Tamil Nadu05.2012
Skills
- ServiceNow for Orchestration
- Azure DevOps TFS
- ITIL V4
- MSSQL
- Unix
- Windows
- Grafana
- EESB Bus
- Problem Management/ Problem Prioritization
- Major Incident Management
- MS EXCEL
- Client Relationship Management
- Root Cause Analysis (RCA)
- Operations Management
- Continuous Improvement Initiatives
- Root Cause Analysis
- Service Level Agreement (SLA) Adherence
- Bug & Ticket Management
- Sanity/ Functional/ Technical/ B2B Testing
- People Management
Languages
English
Proficient
C2
Tamil
Proficient
C2
Kannada
Upper Intermediate
B2
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Kannada
Bilingual or Proficient (C2)
Certification
ITIL V4
Timeline
Application Administrator
IP Soft (Now Amelia Pvt. Solution)
10.2016 - 05.2018
Lead Production Support Specialist
Eurofins IT Solutions India Pvt. Ltd.
05.2016 - 05.2024
Senior Executive
Wipro
12.2012 - 01.2016
B.E. in Computer Science -
Sri Krishna College of Engineering & Technology
ITIL V4
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