A qualified (B.E.) as well as trained and a dynamic IT Professional with 9+ years of rich and professional experience, involved in Project Implementation as well as Production Support Services delivery for clients from multiple Domains, gaining strong experience in Incident Management and Team Management
Involved in transition and onboarding of Cognitive Chatbot support project
Providing L2 platform Support for Cognitive Chatbot
Providing L2 Support for Banking applications support coverage for 24x7x365 within agreed SLA (95%), Successfully SLA maintained 98+%
Availability of Business-Critical Applications & Database to customer/business is maintained >99.5% on per month basis, Published weekly/monthly.
Scheduled downtime planning for carrying out regular maintenance activities. The frequency & Time period for downtime for server maintenance is mutually agreed upon between Team & business users.
Activities like backup, Performance tuning, etc. are done outside normal business hours taking advantage of the lean business period using automated tools.
To ensure documentation is in place for all the Applications that are under the support umbrella including “run books” and/or documentation necessary for support analysts to help with their day-to-day job.
Technology Stack Supported: JAVA, J2EE, Oracle, SQL Server, WebSphere, JBoss
Maintenance & Support Activities: Preventive maintenance & fine-tuning of server, database, middleware & application so as to ensure availability requirements of >99.5% are met. This includes, but is not limited to, activities such as – Patch rollout, Daily backup & restoration check, Quarterly server health check, Log files cleaning, Performance tuning, Database purging & archival, Space management, Performance monitoring of all servers, Infrastructure architecture recommendations, Migration to new environments (POC & Final implementation)
Complete ownership & responsibility of ensuring changes are implemented in the production environment including adherence to internal change management process documentation & requirements. This will include the movement of fixes of bugs to the production environment and also the migration of enhancements done.
Tracking tickets up to closure and within SLA through Ticket Management Tool.
Change Management Process for production deployments (Patch Rollout/versioning) in production/BCP/DRP environment including new development.