Santanu Ghosal Email & Phone Number

Bengaluru, Ka, In

New York, New York, Us

Plano, Texas, Us

-Leading a team of 10 people across US and India providing oversight into Application Support Management process as per ITIL guidelines-Application Health Check and preventive maintenance.-Own and track weekly risk meetings with developers and help prioritize issues that need urgent fix.-Participate in special market wide activities like Russel Re balance, Brexit and MIFIDII go live.-Escalation handling from Operations and stakeholders-Release Management and Business Continuity Plan-Applying Emergency break fix in Production.-Incident Management and taking ownership of the follow-up items.Identify and build hotfix/patches to be applied as a part of incident management -Analyzing user requirements and provide resolution/report-Analyze System Issue pattern and propose an automated solution for problem handling.

Plano, Texas, Us

-Work on Job failures and user requests raised during business-critical hours and prioritizing them based on the associated business impact.-Performing Pre-Market checkouts for APAC, EMEA and Americas region-Executing and monitoring during special and planned activity for market wide changes.-Managing and troubleshooting self-service web-based GUI used by end users to view/change data in the system or critical report generation -Coordination and follow-up with various exchanges and vendor for file availability in case of a market wide disruption and data quality issues in file.-Requirement gathering and implementation of reports and data extracts via sql queries with end users prioritizing them as required.-When a new issue is identified, preparing and documenting resolutions steps in the approved run book format and train team on them.

Plano, Texas, Us

-Responsible for alert monitoring application health and take preventive measures to ensure application stability. This included handling batch job monitoring via Autosys and investigate failures on Unix and Sun Solaris host.-Raising and managing incidents via incident management tool as per SLA defined. Coordinate the communication between different stakeholders of the application and opening bridge call.-Developing automated solutions with shell scripting and Sybase stored proc to reduce workflow and enhance application stability. This included handling bulk data updates to the application via controlled scripts.-Building ad-hoc or automated reporting for various business requirements from end users of the firm via SRS or Jira tickets using SQL over the application database.-Investigate into various data quality related enquiries raised by operations, communicating to feed vendor if needed and provide a detailed RCA, and pitch in ideas on how to prevent the issue in future.-Managing Replications and overall health on various Production database using stored procs. Monitoring health of Unix and Solaris hosts and remediating disk space, CPU usage and memory issues

Bangalore, Karnataka, In

• Worked as a Subject Matter Expert for HP Global technical customer support for Laptop/Desktop & Printers• Provided training to team members related to new technology to help them better serve the customer• Review calls made by representative to customer for quality and training purpose.• Perform audit on calls to ensure that problem solving skills of representative is at par and provide necessary feedback & training.• Prepare runbooks for common troubleshooting and update them when necessary.• Worked with Shift leads to identify and implement techniques that would reduce overall call handling time without sacrificing quality• Ensure that SLA is met on calls during troubleshooting and take the escalation if necessary

B.E, Information Science

Bachelor'S Degree, Information Technology