Sreeram Rajendran

IT Production Support Engineer with 12 years experience
IT Production Support Engineer with 12 years experience
  • Tirunelveli, India
  • November 24, 2022

Proficient and assiduous production support engineer with a great deal of wisdom and expertise gained from multiple positions at three employers for over 12 years in handling user specific application  and platform related problems. My life's biggest goal is to get a competitive work exposure from great companies in a well developed nation and enjoy nature spots in alluring countries such as Canada, USA.

My skills and job responsibilities include

  • Write and test complex queries and application code using SQL and ASP.NET
  • Provides domain, technical support for complex business applications to ensure smooth functioning of production platforms.
  • Analyse support requirements and queries raised by business users and various production teams in the form of application tickets, resolves them within the stipulated time, send resolution notes and preventive measures to users via e-mail and ticketing platform.
  • Assign minor and critical client requests and tasks to team members including level 1 support teams, guide and monitor their progress, provide assistance if required in order to avoid client escalations.
  • Organize and take charge of high priority production incident calls, lead subordinate staffs in restoring normal operations.
  • Identify issues with the software implementation and reports them to various stakeholders such as Customers, developers, business analysts and managers.
  • Responsible for setting up knowledge enriching training sessions on business process and cloud platform on a bi-weekly basis.
  • Recommends enhancement ideas to the development team for solving repetitive issues by initiating the application enhancement workflow, work towards process improvements and enforces best practices.
  • Extract and generate adhoc reports based on user requirements using SQL.
  • Reconcile and validate production changes, weekend server patching and report critical threats in timely manner.
  • Exposure to ITIL practices such as Route cause analysis(RCA), Change Management, Request Management, Release Management and Content Management using various tools.

Technology competencies:

  • Tools: SQL Server Management Studio, SQL Utility tools, PUTTY, Logic Monitor,  Solarwinds, Solarwinds Storage Resource Monitor, Splunk, UC4 Scheduler, Microsoft SQL Server Integration Services (SSIS), Tidal Job Scheduler, Confluence.
  • Programming Languages: ASP.NET MVC, JAVA, PYTHON
  • Cloud Platform/Services: Azure Data Factory, Azure Pipeline
  • Domain Expertise: Asset Management/Wealth management/Financial services.
E-mail
sr.maps04@gmail.com
Phone Number
+916238191040

Education

Master of Science(Information Technology) @ Mahatma Gandhi University, Kerala
Jun 2012 — May 2015
Successfully completed MSC (IT) in the year 2015 with a GPA of 65 percentage.

Experience

Lead Engineer @ Envestnet, Trivandrum
Sep 2021 — Current
Roles and Responsibilities:

· Responsible for researching technical and production issues in an investment solutions application through code analysis and functionality testing in UAT environment.
· Preparing complex SQL queries and creation of adhoc/online reports
· Active role in preparing RCA, detecting software bugs, and administering ongoing bug cycle from bug generation through resolution/fixes.
· Strong Engagement in Enhancement projects.
· Managing team size of 6 members and volunteering technical training/assessments.

Projects at Envestnet:
UMP(Unified Portfolio Management System): UMP is a persistently upgraded In house software that aggregates and manages the portfolios of high net worth income individuals/firms, currently handling over a trillion assets. The system is capable of trading securities automatically with less human interaction. UMP has a collaboration with black rock solutions (A major analytics provider) in order to synchronize with the latest market trends.

Programming Languages:
ASP.NET MVC 4
Back End
MS SQL server
Cloud Platform:
AWS
Domain:
Portfolio Management solutions.
Lead I - Production Support @ UST Kochi
May 2016 — Sep 2021
Roles and Responsibilities:


• Responsible for monitoring system and user initiated active jobs and ensure that daily market data delivery to clients are not affected.
• Accountable for triaging of application and platform alerts on a daily basis, researching and efficiently handling the underlying issues.
• Interact with clients of various levels and manage client expectations in terms of problem identification and providing quality Solutions.
• Participation in evolving team as SRE (Site Reliability Engineering)
• Identifying application bottlenecks and perform quick workarounds such as recycling web service components, killing long running processes, clearing cache, archiving old files through activity monitoring tools.
• Perform daily service tasks in production environment and deliver Start of the day market status and vendor feed availability data to asset management users and financial advisors within the stipulated SLA through E-mail.
• Play a key role in initiating conference/bridge calls by engaging and coordinating multiple stakeholders and distribute incident status until resolution to customers and superior management teams.
• Proactively monitor application, platform related components and resources, setting up new alerts, customize threshold values, configure error handlers and generate custom reports using Logic monitor tool.
• Effectively debug user generated tickets using database queries and application code, open new bugs to development team if required. communicate to users with problems, workarounds and other necessary information related to applications.
• Determine the root cause of a major incident, collect required data necessary for root cause analysis and prepare the detailed RCA Report.

2021-09 –
Current


































2016-05 – 2021-09

2020-2021 Lead Support Engineer
Envestnet, Trivandrum, India
Roles and Responsibilities:
· Responsible for researching technical and production issues in an investment solutions application through code analysis and functionality testing in UAT environment.
· Preparing complex SQL queries and creation of adhoc/online reports
· Active role in preparing RCA, detecting software bugs, and administering ongoing bug cycle from bug generation through resolution/fixes.
· Strong Engagement in Enhancement projects.
· Managing team size of 6 members and volunteering technical training/assessments.

Projects at Envestnet:
UMP(Unified Portfolio Management System): UMP is a persistently upgraded In house software that aggregates and manages the portfolios of high net worth income individuals/firms, currently handling over a trillion assets. The system is capable of trading securities automatically with less human interaction. UMP has a collaboration with black rock solutions (A major analytics provider) in order to synchronize with the latest market trends.

Programming Languages:
ASP.NET MVC 4
Back End
MS SQL server
Cloud Platform:
AWS
Domain:
Portfolio Management solutions.



Senior IT Support Analyst
UST Global Solutions, kochi, Kerala,India

Lead IT Support Analyst
Roles and Responsibilities:
· Responsible for active job monitoring and able to provide quick RCA/resolution for respective projects.
· Participation in on-boarding new applications into production system by consulting with various teams and analysing the Test/live environments and adaptability factors.
· Performs application administration monitoring services, reviewing system and application logs.
· Work independently on work items such as minor enhancements, bug fixes and have exposure on code analysis and support documentation and recording of problems through tools such as Confluence, IT Wiki.
· Identifying the scope of automating repetitive tasks and/or tasks requiring enormous manual workaround and involving with multiple internal teams in developing application modules.
· Interact with clients of various levels and managing client expectations in terms of problem identification and providing quality Solutions.
· Articulate alternatives and recommendations to clients and responding to their needs and challenges.
· Participation in evolving team as SRE (Site Reliability Engineering)
Strengths:
· Strong experience in debugging and development skills in MS SQL and ETL Package such as SSIS by understanding complex SQL code patterns.
· Strong coding knowledge in ASP.NET MVC
· a problem solver with a desire to help people while keeping an eye on time efficiency
· Active participation in the release management or enhancements done in Production environment that include SSIS packages and code deployments

· Good understanding of business workflows within the Investment banking domain.
· Effective communication with internal and external vendors and users through email.
· Able to perform Event monitoring and Respond - Monitoring of Alerts, Alert response : Triaging of Alerts, Taking actions based on Standard Operating Procedures (SoP)
· Dealing in Priority 1, Priority 2 incidents by engaging in bridge calls with users, developers and database administrators and distributing hourly updates as per IT production support standards until resolution using ServiceNow ticketing tool.

Client: SCHRODERS (UK & Asia Pacific & US):
Schroders plc provides investment solutions for high net worth individuals and charities. They manage assets on behalf of large corporate, local authority, central government and charitable entities as well as on behalf of individuals.


Projects at UST Global Solutions:
The Investment Data Store (IDS) is at the Centre of the Investment platform where the core investment data for the organization is consolidated, managed and disseminated. It is the central operational data store for shared investment data, it provides access to multiple satellite and downstream applications and enables report access for business users via SDE(Schroders Data Explorer), an Excel Add-in. The Front end and reporting modules are developed in ASP.NET
Group Data Warehouse (GDW) is an ETL based data store which manages several investment data sets such as portfolios, Securities/Issuers, Benchmarks and transforms data based on XML, CSV, TXT files into required formats needed by consumer applications, All data processing are done through SSIS packages.
Software/Tools Used:
UC4 (job Scheduler), Logic Monitor, ServiceNow, Tableau.
SQL Server 2012


Programming Languages:
ASP.NET MVC, Javascript
ETL Tools/platforms:
SSIS
Cloud Platform:
Azure
Onsite Exposure:
Worked in onsite location (London) for 3 months as part of a project assignment.
Domain:
Investment banking (providing support to UK based investment banking company -Schroders), supporting number of internal portfolio management, Fund vs benchmark management applications.
Achievements:
Got USTAR award and client appreciation for managing and resolving critical production issues.
Recently Moved into Software Development wing.
Certifications:
Currently trying to do Azure DP-900 Certification.
Promotions:
Recently promoted to Engagement Lead in Support
Production Control Associate @ Xerox corporation, kochi, Kerala, India
Oct 2010 — May 2016
• Advanced skill in Developing, configuring and supporting software applications,
• Strong knowledge in writing complex SQL queries,
• Strong software debug/troubleshooting skills and minor enhancements
• Advanced ability to research, analyze and recommend improvements to the organization's use of the software applications.
• Primarily dealing with level 1 application requests and tickets raised by end users and internal teams such as strategic business units.
• Involve in configuring application and user settings according to the project requirement.
• Monitoring application performance through task manager and ensure that CPU and memory usage spike at peak business hours does not affect users connected to the system.
• Troubleshooting services, jobs and performing fixes such as restarting the jobs or windows services, deleting old log files, running various commands using command prompt, if multiple users are unable to open or use data entry applications.
• Build application knowledge and share them to users so as to avoid potential user errors while performing their daily tasks using the application.
• Logging the previous incidents and resolution steps in the knowledge base by including the technical contacts such as developers, DBA’s or server support teams.
• Identifying the nature of user issue and escalate high priority issues to subject matter experts.


• Advanced skill in Developing, configuring and supporting software applications,
• Strong knowledge in writing complex SQL queries,
• Strong software debug/troubleshooting skills and minor enhancements
• Advanced ability to research, analyze and recommend improvements to the organization's use of the software applications.
• Advanced skill in creating and maintaining technical documentation.
• Active roles in resolving bugs and errors in applications and system with the help of error tracking system.
• High Exposure in user administration part by creating and maintaining users and role distribution.
• Effective communication skills; verbal, non-verbal and written; and ability to communication on all levels of the organization.
• Performing testing on application usability and thereby identifying, recording and resolving issues.
• Research, recommend, configure, and administer software configuration changes.



Projects (Xerox):
· RDAC (RAW DATA AUTO CLEANSING)
This is the project in which we are dealing with US based leading healthcare clients like WellPoint, Walmart, Aetna etc. This is strategic operational project that deals with more than 30 insurance clients. In basic terms it is a project used to process, repair insurance claim forms according to need of clients in high end architecture. It is a replacement of an existing project named “onepass”. The RDAC aims to reduce cost and minimize human involvement.
Role : Making code amendments, Code configuration, post deployment Manual testing, Technical\Operational support, Handling\hosting Operational and technical problems\prepare plans for the up gradation of project, Technical documentation.
Technologies: ASP.NET MVC, SQL

· ESORT(Electronic Sorting)
This project is also dealing with US based healthcare clients like Health link, WellPoint, Aetna, Coventry etc. The purpose of this project is to electronically sort insurance claims after being through scanning machines.
The project also makes use of optical character recognition technology to enhance sorting process. The major aim of this project is to reduce human work and speed up the processing cycle. I have worked in Implementation and application migration from windows xp to windows 2008\2012 R2.
Role : Making code amendments ,Post Deployment Manual testing, Technical\Operational support, Handling\hosting Operational and technical calls\prepare plans for the up gradation of project, Technical documentation.
Technologies: ASP.NET MVC, SQL

Contact Candidate

Contact