Vivek Singh
Sr. Application/Production Support
Mumbai
Summary
Total 9.5 years of work experience as an IT professional with 8 years in application production support and 7 years in banking domain with the track record in implementing prestigious projects and providing assistance in building technology set-ups, identifying technology trends, AWS cloud, defining processes, controlling risk, collaborating across departments and optimizing resources for driving IT strategy, business excellence and enhanced customer experience; targeting to express potential in challenging roles in Technical Support, IT Operations, Application Support & Testing. Profile Summary : Result-driven work with analytical approach experience of 8.5 years; involving business challenges and experience in the tech domain along with ethics across Banking Domain (FEBA Internet Banking & Mobile Banking, Shopping Mall and NBPG application) Providing End user support and other Branches query regarding Internet Banking query. Involvement and leading DR Drill activity along with inter connecting applications. Supporting and Managing multiple activities starting from understanding customer requirements, identifying the right technology stack, feasibility study, implementation, process stabilization, performance monitoring, key metrics development, resource deployment, stakeholder reporting, solution planning, architectural design, evaluation & solution implementation, scalability, risk assessment & mitigation, migration & transformation and supporting after go-live Extensive intelligence in ITIL & ITSM foundation framework which includes Service Delivery functions such as Incident Management, Problem Management, Change Management, Configuration Management & managing high-severity incidents to ensure service availability with minimal delay and impact towards ensuring smooth operations of various environments. Competency in developing & maintaining relationships with business stakeholders, defining service delivery standards while ensuring adherence to OLAs/SLAs; exhibited excellence in managing various activities pertaining to Operations encompassing setting up of targets
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work History
Senior Manager Support Analyst
AXIS Bank
Mumbai
08.2021 - Current
- SOP & SLA management, KPIs, Volumes Management
- Cloud : Amazon, (EC2, Route53, S3, RDS, CloudWatch, IAM, SNS, VPC, ELB,etc)
- Managing Team of 7 people for issues handingling ,ensuring the task assigned to get completed in the given time frame.Achived the task of Streamling the Mobile Banking and NBPG application along with my team which leads to lower down the Error ratio by 75- 80% in realtime secenarios
- SkillSets
- Preferable experience working in Banking Domain on Software Finacle core Banking
- Managing the Banking domain in support role with exposure to Internet Banking (NEFT,RTGS,IMPS,TPT), Mobile Banking (NEFT,RTGS,IMPS,TPT) ,Payment domain (PAYTM, Razorpay , PAYU, eComerece transactions ) , Infrastructure Management and Application availability and Coordinate with Network and Infra Sec team to over come network glitches while managing the Application Infrastructure and Also VAIPT points closure.
- Tier 3 support and managing the services within AWS and global IT infrastructure
- Costing,Design,building and managing the infrastructure environments needed for the projects in the AWS hosting platform
- Maintaining highly reliable 24x7x365 Linux production servers for internal, global and AWS
- EC2 instances
- Maintain internal data center and AWS servers for 100% uptime
- Manage and configure AWS services as per the business needs (ELB, SNS, EC2, Route53
- S3, RDS, CloudWatch, IAM, SNS, VPC, , SES,ETC)
- Deployed patches provided by the bank team and OEM; checked application functionality after patch deployment
- Ran daily batch jobs, created new batches & assigned task for batch job; monitored utilization of application & web servers
- Worked on IIS (Internet Information Services), created application pools, virtual directories & added web services
- Provided support & identified all issues & prepared appropriate documentation all issues & solutions; raised the call (Ticket) with vendor and provide solution for issue coordinating with vendor
- Good Multitasking skill and Strong communicator, Taking initiative and act as a team player.Worked on End to End user monitring for NBPG aplication on
- Dynatrace tool
- Checked daily functioning of web applications, daily login checks and wrote test case report according to the issues
- Ensure to keep the applications up 24/7 and to be in touch with administrators and users to help them and to resolve server and application related issues
- Involved in the preparation & planning of incident, risk and change management procedural documentation for clients
- Activities :-
- Performing diagnosis of production incidents by reading application and database logs to get the RCA of the issue
- Involved in incident calls and tracking the same to over come any repetative incidents
- Also have worked on integration at Application level to as per Bussiness Requiremnt with respect to deployment , Analysis.and Solution
- Trtobuleshooting Financial transactions like NEFT,RTGS,IMPS, Ecommerce transaction, Payment Domain
- Use of various monitoring tools (APM / OEM 12c / custom scripts/Dynatrace) to monitor application behavior and and take appropriate action till the End USER rsolution
- Perfromed 2 Internet Banking DR Drill ,2 Mobile Banking drill ,3 NBPG drill and have reduced the drill timeline by 80% less time and more accuraccy by automating the
- Application start stop time and DB level syncronization activity
- Establish and maintain working relationships with internal teams, including professional services consultants, product management, engineers, and support staff
- Serve as the technical interface between business support groups, application vendors and infra support
- Act on alerts received from various monitoring systems
- Diagnosis, Troubleshooting & Resolving of related errors & performance issues through respective stakeholders
- Managed software and configuration changes on Test and Production environments
- Troubleshot and diagnosed systems problems; installed and configured varied applications
- Resolved all financial transaction issues by coordinating with clients, dealers and internal units
- Analyzed causes of production problems and developed methods for improvement
- Managed daily modifications to support customer’s business and technical specifications
- Coordinated with other teams to ensure availability of components and environments
- Resolved data quality issues raised by end users in each of the applications
- Participated in the deployment of applications across multiple sites and platforms
- Ensure uptime & availability of application as per the SLA agreed.
Senior Integration solution Support Analyst
HDFC Bank
Mumbai
12.2018 - 01.2020
- SkillSets
- Preferable experience working in Banks in support role with exposure to Internet
- Banking (NEFT,RTGS,IMPS,TPT), Mobile Banking (NEFT,RTGS,IMPS,TPT)
- Payment domain,Flexcube banking support
- (PAYTM,Relinace Fund , PAYU, eComerece transactions ) , Mutual Fund and Credicard application,SMART ACCOUNT
- APP, Vedio KYC etc
- Strong Java debugging skill, Analysing HEAP and Thread DUMP
- Strong Unix, Linux, Windows & Oracle 10/11G, SQL Server 2008 database skills
- Good understanding of application/middleware like Oracle Weblogic, IBM Websphere and
- Knowledge of ITIL methodology
- Good Multitasking skill and Strong communicator, Taking initiative and act as a team player
- Ensure to keep the applications up 24/7 and to be in touch with administrators and users to help them and to resolve server and application related issues
- Involved in the preparation & planning of incident, risk and change management procedural documentation for clients
- Activities :-
- Performing diagnosis of production incidents by reading application and database logs
- Trtobuleshooting Financial transactions like NEFT,RTGS,IMPS, Ecommerce transaction, Payment Domain
- Performing daily health checkup (predefined parameters) of Operating System
- Database Server, Websphere / Weblogic and MQ servers
- Reviewing daily Database Reports and take appropriate action as per the Health View of the DB of Appliactions.Use of various monitoring tools (APM / OEM 12c / custom scripts) to monitor application behavior and and take appropriate action
- Act on alerts received from various monitoring systems
- Diagnosis, Troubleshooting & Resolving of related errors & performance issues through respective stakeholders
- Managed software and configuration changes on Test and Production environments
- Troubleshot and diagnosed systems problems; installed and configured varied applications
- Resolved all financial transaction issues by coordinating with clients, dealers and internal units
- Analyzed causes of production problems and developed methods for improvement
- Managed daily modifications to support customer’s business and technical specifications
- Coordinated with other teams to ensure availability of components and environments
- Resolved data quality issues raised by end users in each of the applications
- Participated in the deployment of applications across multiple sites and platforms
- Ensure uptime & availability of application as per the SLA agreed
- Provide escalated ticket/incident management supported applications as well as will participate in defect management, issue tracking/trending
- Maintaining Blackout during the Drill or Production schedule maintainance activity on financial transactions like NEFT,RTGS,IMPS, Online Paymet to Vendor or Biller
- Establish and maintain working relationships with internal teams, including professional services consultants, product management, engineers, and support staff
- Serve as the technical interface between business support groups, application vendors and internal infra support teams
- Change & Release Management
- Ensuring all the Tests & Checks are done on the UAT environment before the changes are performed on production
- Ensure transition of builds, bug fixes, patches does not result in any application unavailability during business hours
- Follow Change Management process for all Application / Database / OS related update & upgrade
- Ensure that production data is made available to UAT environment for testing on need basis
- Ensure change & release management is followed for bug fixes, maintenance activities, process improvement
- Perform System integrated testing (SIT) for production issue bug fixes
- Ensure all the necessary documentation required as per IT Governance is followed and adhered to for successful approval by Release control board
- Provide support for DR drills
- Implement fix for internal and external vulnerabilities Work with product vendor and security team to identify fix for reported vulnerabilities
- Log problem tickets for repeat incidents and track them till closure
- Plan, implement, conduct SIT and UAT for DB/OS and Middleware patches with help of respective infra teams
- Carry out weekly analysis of alerts and take appropriate actions for their reduction
- Worked as a Team member in Data Center and work in a team of DPC (Data Processing
- Center)
- Develop ORACLE / PL-SQL Patches, writing Scripts and release into Production
- Server, Extraction and Transformation of data in Staging area
- Performs routine daily operations, monitoring, fault detection and initial troubleshooting for Thomson Reuters managed systems and networks globally
- Have Worked on Getting the Vulnerabilities Closed related to Applications within the TAT time frame
- Worked on Change and Release raised related to applications and get the same closed.
Senior Technical Analyst
GoldenSource
Mumbai
10.2017 - 12.2018
- Excellent hands-on knowledge of Unix, Linux and Oracle environments
- Performed Application Server administration tasks such as Installation, Configuration
- Monitoring and Performance tuning
- Strong ability to network and establish contacts throughout the organization
- Good time management skills – ability to thrive in high pressure or tight schedule
- Strong ability to research and find technical solutions via technical community collaboration
- High caliber team player, self-starter and ability to work independently
- Provided 24x7 supports for the application servers and web servers by understanding the business impact of the client's issue
- Good communication skills in English – verbal and written
- Analytical skills to collect, organize, and analyze data and amounts of information with attention to detail and accuracy
- Ability to work with different teams to meet timely objectives
- Involved in Trouble shooting and fixing day-to-day problems of the applications in production
- Involved in Configuration for Weblogic Server Console like Connection pools
- Data source, Queues
- Performing day to day service operations, monitoring, administration and support
- Responsible for SLA delivery, client interface and resolving complex technical problems
- Understanding and Troubleshooting complex customer issues on production environment and Responsible for identifying any bugs occurring in the applications as well as fixing them
- Check email Alerts, Notification mails and any tickets in queue with their priority
- If any jobs running for longer time
- Check why stored procedure/jobs are taking lot of time to run .
Senior Technical Analyst
DHL logistics
Mumbai
12.2015 - 09.2017
- Assist with troubleshooting and issue resolution relating to current applications, providing assistance to the development
- Provide ongoing internal reporting of performance measures and service levels
- Champion and promote service improvements on an ongoing basis to continually improve the quality of services delivered and customer satisfaction
- Manage and coordinate hot fix and maintenance releases
- Coordination of work activities involving TI, Data Centre, DBA’s, Local and Global
- Technology teams
- Develop, implement and/or improve the application production support knowledge management repository(s) to ensure all are documented, process & procedures are clear and periodic reviews are conducted
- Provide support to the business during day-to-day activities and ad-hoc requests
- Monitoring system resources, logs, disk usage, scheduling backups and restore
- Analysis of software related problems for production & Development servers and reverting accordingly.
Software Implementation Specialist
Eclinical Works
Mumbai
08.2012 - 10.2015
- Managed multiple complex web-based software implementation projects while exceeding service levels
- Configured new and existing clients on performance management system (WingSpan)
- Trained end users on software features and operation procedures
- Wrote and edited product-related technical documentation
- Supported 15 new customers to ensure the successful implementation of new account features
- Resolved technical issues and provided general user support
- Performed software quality assurance activities
- Supported the sales effort by providing technical sales support, interfacing with clients directly to demonstrate the benefits of the products
- Participated in system development activities including testing (verification/validation), implementation, and quality assurance
Education
Bachelor of Science - Computer And Information Sciences(B.E)
Pune University
Pune, Maharashtra 06.2006 - 08.2010
Skills
Professional Skillsundefined
Timeline
Senior Manager Support Analyst
AXIS Bank
08.2021 - Current
Senior Integration solution Support Analyst
HDFC Bank
12.2018 - 01.2020
Senior Technical Analyst
GoldenSource
10.2017 - 12.2018
Senior Technical Analyst
DHL logistics
12.2015 - 09.2017
Software Implementation Specialist
Eclinical Works
08.2012 - 10.2015
Bachelor of Science - Computer And Information Sciences(B.E)
Pune University
06.2006 - 08.2010
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