Jaganath Ramakrishnan Email and Phone Number

Client: T-Mobile USA T-Mobile is a major telecom service provider in US. This project includes production support activities for multiple Frontline applications in T-Mobile. There were 10 frontline applications which was supported by the team which was developed in multiple technologies. The projects also includes monitoring of the applications and servers performance and availability using multiple monitoring tools like AppDynamics, HP Sitescope, HP BMC dashboard and analytical tools like Splunk.● Have been the manager/lead for Application support management team for onshore (3 members) and offshore (8-10 members)● Closely interact with Clients stakeholders on a day-to-day basis, on challenges, applicationproduction issues etc.● Understand customer pain points and help advise process improvements/tool improvements● Incident Handling & Transition management.● Been involved in preparing and presenting weekly and monthly review & report with Internal andClient leadership – on the delivery statistics/status.● Involved in leading service improvement initiatives for clients such as Tier 1 FCR (First callresolution) goal – by taking it from 30% to 90% over the period of 3 months● Handled Critical customer impacting escalations and ensure SLA is met for all incidents withoutexception● Involved in preparation of RFP responses with detailed power point presentation to Clients

Client: T-Mobile USA ● Lead the team from onsite technically and ensure the delivery of all aspects of the project.● Provide production support and mentor junior team members for production support activities of the project.● Ensure the timely closure of problem tickets in PIER 2.0 to achieve the SLA.● Responsible for smooth handover of deliverables from development team to production support team. ● Responsible for the application performance and availability in a live environment.● Helping the development team to set up the test bed and validating the test results.● Creating Knowledge management repository in Confluence to share between team members.● Identify root cause behind specific defects and taking preventive measure to bring down the occurrence.● Ensure proper monitoring by timely revisal and reconfiguration of alerts in Splunk and AppDynamics.● Setup dashboard using Splunk and ensure that it is up to date with the daily monitoring requirements.● Highlight the possible issues upfront and mitigate that to ensure the application availability. ● Participate the triaging calls to identify the issues and find the root cause.

Client: Maxis MalaysiaMaxis is Malaysia's leading telecom company, presenting top-tier offerings including postpaid plans, internet plans, phone plans. Maxi maintains multiple customer interaction applications corresponding to subscriber types. Our task is to maintain the applications (L2 support) and deploy new User changes. • As a Part of L2 support team resolving cases/tickets/incidents which are raised on behalf of the customers using ServiceNow and interacting with the users for their queries. • Involved in deployment activities, server migration and testing.• Have good understanding of Production Support and Maintenance processes, SDLC processes and methodologies.• Adhere to timeline (SLA) in terms of user’s resolution.• Experienced in .NET. Worked across various platforms like Windows, UNIX.• Configuration Management - Rational ClearCase, Rational ClearQuest, VSS.• IDEs and tools worked on – Visual Studio, Eclipse, SOAP UI, Putty, Clarify.• Database – SQL and Oracle.