Project: Alliance Bernstein - global asset management firm in New York, USA. Provided L1/L2 production support with best practice in monitoring, troubleshooting, planning and maintaining of BFSI domain applicationsResponsibilities:• Handled 24x7 production servers infrastructure configured for high availability• Used putty, RDP and Citrix to access Unix, Linux and Windows servers• Adhered to ITIL process by using Service Now for Incident Management and Problem management; used Jira for release management, bug fixes and deploy tickets• Maintained project related documents on Atlassian Confluence Wiki• Monitored and troubleshot jobs by making changes in Control M and PCS job tools to ensure production batch schedule started and completed on time and met agreed SLA• Performed Go Live events, DR activities along with synchronized deployment• Maintained Oracle SQL, PL/SQL scripts and procedures for querying and extracting data from tools such as Toad, Aqua Studio and SSMS required for analysis in MS Office Excel format• Coordinated with vendor team during night support to fix issues with EOD batch• Ensured clear and effective written skills while sending emails to clients from MS Outlook and showcased good verbal communication while on phone and active bridges with client• Collaborated with the application developers, system and database administrators to deploy software releases in the certification environment• Identified and fixed common issues, alerted support staff when problems developed, escalated issues to management when SLA's were breached, and documented root cause in writing• Restarted services and applications when issues arise• Followed instructions to apply PDU; deploy code in production; rollback changes if and when required• Addressed P1/P2 level issues and took accountability to coordinate with stakeholders to fix ongoing system errors and sent update notifications to client and vendors with an ETA to fix issue

Project: Sprint, USA – Facilitated Tier 2 level technical and operational support for telecom software Responsibilities:Script Support:• Made sure all the scripts and daemons were up and processing in script support wizard• Investigated running bash scripts and daemon which got hung and actioned accordingly to fix them for existing batch • Maintained script support wizard by handling scripts and daemons at the time of release and as required bringing the scheduler services up/down• Followed initial stages of Change Management by joining CAB meetings to push new scripts, make changes or delete existing scripts in production• Executed day-to-day scripts used for data fix and validated completion logs for any errors• Analyzed business impact with respect to critical job listOperational Support:• Led team to follow ITIL process for Incident handling and Problem Management (RCA) by making full use of BMC Remedy tool• Worked as an Incident Manager to handle and resolve L1/L2 production issues independently faced by the end users/client• Gained experience on driving client internal and external bridges effectively for resolution• Fixed data issues with help of SQL queries• Provided support on web-based applications such as Turbo charging (TC), Customer Service Management (CSM), Order Management System (OMS) and iCare• Gained knowledge of Amdocs billing system • Responsible for daily follow-ups, keeping client updated about the status on known and resolved issues• Worked in parallel with Reference Table database team for Loading and unloading of data with use of Massive Data Loader (MDL)• Participated in weekly scrums to ensure Zero misses on dispatches and ageing request

Project: Axis Bank - Supported Cash Management application for payment solutionsResponsibilities:• Performed pre and post checks for BOD/EOD of branch banking and coordinated with MIS team for reports during sign off• Monitored daemons for any held transactions and cleared them with in-house scripts for processing NEFT, RTGS and IMPS• Monitored system performance and checked logs for errors to investigate the root cause• Modified scripts for FTP as per requirement and encrypted/decrypted data files while transferring files to vendor system to maintain secure transfers• Planned and executed data migration and disaster recovery activity• Managed space on server to make sure there were no production issues due to space• Checked pending transactions in queue and accordingly reached the branch for EOD• Installed rpm packages on Linux as required

Project: Technical Support for Smart-Class application in SchoolResponsibilities: • Ensured proper working of SmartClass application in the school and made sure relevant smart class content is showcased to teachers as per their syllabus• Provided solution to technical issues by troubleshooting and routing hardware and system breakdowns promptly to ensure minimal down time• Communicated with IT vendors on daily basis for resolution of issues, new requests, configuration changes and other updates to the IT infrastructure• Managed User Groups, data backup, space management and IIS server services