Vivek Vaidya
Pune
Summary
Production Support Engineer with 8.5+ years of experience supporting mission-critical enterprise applications across Windows and Linux environments within global banking and telecommunications domains. Currently working as a Calypso Application Support Engineer at Synechron, supporting HSBC’s Global Calypso platform across APAC, UK, New York, Hong Kong, Europe, and Middle East regions. Strong expertise in Incident, Change, and Problem Management aligned with ITIL processes, including handling high-severity production incidents, user queries, risk assessments, and post-incident Root Cause Analysis (RCA) with actionable remediation plans. Proven ability to collaborate with global stakeholders including business users, developers, BAs, testers, and infrastructure teams to ensure system stability and service reliability. Hands-on experience with SQL, Linux, CI/CD fundamentals (Jenkins), job scheduling tools, and enterprise monitoring systems. Comfortable working in 24×7 production environments and facilitating SCRUM, Kanban, and operational review meetings.
Overview
9
9
years of professional experience
Work History
Production Support Engineer
Synechron Technologies Pvt. Ltd.
01.2022 - Current
- Supporting HSBC’s Global Calypso application across multiple regions (EU, ME, NY, IN, FR, HK).
- Handling incident management, change management, and user requests in a 24×7 production environment.
- Monitoring batch jobs using Control-M and enterprise monitoring via ITRS Geneos.
- Troubleshooting batch failures and application issues to ensure SLA adherence.
- Coordinating with business users, Calypso end users, and internal HSBC teams.
- Hosting weekly Kanban board review meetings and attending FICC and production change meetings.
- Working knowledge of Git, GCP, AWS, CI/CD pipelines, and YAML-based batch migration activities.
- HSBC (Global Calypso)
L1 / L1.5 Support Engineer
Vodafone India Shared Services Pvt. Ltd.
06.2020 - 01.2022
- Provided L1 and L1.5 production support for 50+ business-critical applications.
- Performed 24×7 application and server monitoring using HP OBM and OVO.
- Handled First-Time Fix (FTF), incident triage, escalation management, and SLA compliance.
- Managed job scheduling and batch monitoring using TWS and Control-M.
- Supported billing operations, EOD batch processing, and quarterly release activities.
- Actively handled P1 and P2 incident escalations and major incident management.
- Vodafone Germany
Technical Support Engineer
Microtelecom Consulting LLP
12.2019 - 06.2020
- Supported Singtel inventory management and POS applications across multiple regions.
- Managed incidents and service requests as per ITIL standards using ServiceNow and JIRA.
- Worked closely with developers and testers to resolve high-priority incidents.
- Performed RCA using XML APIs and SQL Server (SSMS).
- Created and maintained incident, change, and weekly operational reports.
- Singtel
Production Support Engineer
Skylex Technologies Pvt. Ltd.
02.2017 - 12.2019
- Provided L2 production support for in-house email marketing applications.
- Performed daily health checks and monitoring of applications.
- Implemented Change Requests (CRs) and provided pre- and post-deployment support.
- Resolved production issues within SLA through detailed analysis and troubleshooting.
Education
MCA -
PCCOE Pune, University of Pune
01.2016
BCS -
Deogiri College, BAMU
01.2013
HSC -
MSS Ambad
01.2010
SSC -
MSS Ambad
01.2008
Skills
- Linux
- Windows
- Oracle SQL
- MS SQL Server
- Control-M
- ITRS Geneos
- ServiceNow
- JIRA
- Remedy
- HP OBM
- PuTTY
- Jenkins
- Git
- GCP
- AWS
- ITIL
- Incident Management
- Change Management
- Problem Management
- Kanban
Disclaimer
I hereby declare that the above information is true and correct to the best of my knowledge.
Personal Information
Date of Birth: 09/10/92
Languages
- English
- Hindi
- Marathi
- English
- Hindi
Timeline
Production Support Engineer
Synechron Technologies Pvt. Ltd.
01.2022 - Current
L1 / L1.5 Support Engineer
Vodafone India Shared Services Pvt. Ltd.
06.2020 - 01.2022
Technical Support Engineer
Microtelecom Consulting LLP
12.2019 - 06.2020
Production Support Engineer
Skylex Technologies Pvt. Ltd.
02.2017 - 12.2019
MCA -
PCCOE Pune, University of Pune
BCS -
Deogiri College, BAMU
HSC -
MSS Ambad
SSC -
MSS Ambad