Shiva Krishna Goud
Senior Application support analyst
Pune
Summary
Dedicated, highly motivated professional and an experienced team player offering over 6+ years in banking domain, possessing excellent skills in delivering quality technical support with the goal of acquiring a position that will give the opportunity to expand technical knowledge and provide innovation and support for the overlying business.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Senior Application Support Analyst
HCL Technologies
Pune
12.2021 - Current
- Based on APAC regional trading floors focusing on front office Trading and Sales core application support
- Supporting All related business product groups (e.g: Bonds,Futures,IRS etc) and their 3rd party vendor applications (e.g: ION MarketView, eTrading screens)
- Automating Manual BAU activities (configuring servers to monitoring tools, adding components to web pages)
- Responsible for performing production changes and coordinating with developers and operations engineers to understand scope of change, manage and execute application release in prod environments and improve release process and procedure
- Good hands-on knowledge in performing Application release following Agile Model
- Responsible for creating and maintain knowledge documents
- Responsible for consolidating reports for different regions across banks and verifying/managing daily SOD and EOD reconciliation for BAU reports
- Enclosed with fully upstream (order management tools) to downstream flow (accounting and posting)
- Good understanding of Incident Management and Release Management process as per ITIL Framework
- Enclosed with fully upstream (order management tools) to downstream flow (accounting and posting).
- Collaborated with cross-functional teams to implement necessary updates and optimize system efficiency.
- Spearheaded automation initiatives, streamlining repetitive tasks for increased productivity among support teams.
- Led regular reviews of internal processes and procedures, recommending improvements where necessary for optimal support delivery.
- Enhanced application performance by identifying and resolving complex technical issues.
- Developed comprehensive documentation for application functionality, leading to more efficient knowledge sharing among team members.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements
- Communicated and explained business requirements to team members to understand and implement functional demands
- Managed incident response efforts, ensuring rapid resolution of issues and minimal impact on business operations
- Reduced downtime for critical applications through proactive monitoring and timely troubleshooting
- Conducted root cause analysis on recurring issues, implementing preventative measures to reduce future occurrences
- Performed software application and disaster recovery testing to guarantee business readiness following fail-overs
- Used ServiceNow to track, maintain and update trouble tickets
- Analyzed and troubleshot integration issues related to system configuration, data, maps and workflows
- Analyzed and wrote SQL scripts to extract data from SQL databases
- Collaborated with developers, analysts and project managers to expedite incident resolutions
Systems Engineer
Infosys Ltd, Client - US-based Bank
Pune
02.2018 - 11.2021
- Involved in transition process from a vendor & directly from client
- Tasks involved are L1,L2 & L3 application support activities dealing with US customers
- Transition project covered 4 applications
- Providing oversight & leveraging skills across multiple application support areas
- As a team member involved in resolving client issues/queries and other BAU activities
- Responsible to maintain systems & provided overall support to internal& external customers
- Responsible for maintaining systems in PROD environments & provided overall support for applications
- Responsible to perform sanity checks & monitoring of the applications
- Responsible to maintain Known Error DB (KEDB) & also knowledge documents
- Responsible for analyzing & troubleshooting the issues in any of the applications reported by the customer based on severity of issue
- Involved with Next Level Support in debugging & testing various issues
- Involved in consulting primary client of the application for closure of any outstanding issues & tracking them till closure through proper troubleshooting, follow-ups in developing long-term fixes
- Prepare & send the relevant documents for the project - Run books, SLA, ETA, daily & monthly status reports
- Involved in consulting primary client of the application for closure of any outstanding issues & tracking them till closure through proper troubleshooting, follow-ups in developing long-term fixes.
- Streamlined troubleshooting processes by creating comprehensive documentation to guide support teams.
- Managed and monitored installed systems for highest level of availability.
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
- Monitored and tested application performance to identify potential bottlenecks, develop solutions and collaborate with developers on solution implementation.
Education
Bachelor of Science - Electronics Technology
Loyola Academy Degree & PG College
Hyderabad,India 05.2014 - 05.2017
Skills
- Manage delivery of various activities smoothly & successfully & at the same time achieve the agreed SLA & OLA
- Experience in maintaining various support documents for the applications & keeping them updated
- Experience in working closely with various Environment Support Groups (UNIX, DB, Windows etc), Next Level Support Group for resolution of critical or high priority incidents
Coordinate with customers for business process analysis & understanding technical & functional specifications
Experience in providing end to end environment support to clients
- 6 years of experience in application support under Banking & Finance domain
- Experience of working under banking domains like Reporting tools, CDR app,Trading apps and Fixed income trading etc
Qualified to make required modifications to system parameters under supervision of Next Level Support to meet dynamic needs of system
- Good knowledge & working experience on Linux & Windows environments
- Good hands-on knowledge on working with shell commands & scripts
- Good hands-on knowledge in writing SQL queries
- Good hands-on knowledge in performing Application release following Agile Model
- Good understanding of Incident Management and Release Management process as per ITIL Framework
- Basic understanding of AppDynamics
- Hands on knowledge on tools like Putty/Superputty to connect to UNIX/Linux environments
- Good Knowledge on monitoring tool like Autosys and Control-M to monitor and schedule batch jobs
Experience with tools like SquirreL/PL/SQL Developer/Toad for database requirements
Experience with ticketing tool like Service Now (SNOW) Kingston, Madrid and Orlando version
Good hands-on knowledge on BIRT reporting tool for configuring/Modifying reports
- Working experience on Splunk dashboards
- Good working knowledge on wintel servers
ITIL Framework
Analytical Skills
Adaptability
Problem-solving abilities
Project Documentation
Decision-Making
Excellent Communication
Written Communication
Technical Analysis
Offer
- 6+ years of experience in IT industry delivering high quality technical support.
- Capable of handling various application issues simultaneously & bring them to completion by agreed deadline.
- Ability to adapt in the given situation & work to the potential for the organization.
- Knowledge & hands-on experience on various tools & technologies.
- Dedicated, hardworking, dependable individual with excellent intercommunication skills to work at various levels of the organization.
- Possessing ability in problem solving bottleneck issues.
- Successful in meeting new technical challenges & finding solutions to meet the needs of the customer.
Timeline
Senior Application Support Analyst
HCL Technologies
12.2021 - Current
Systems Engineer
Infosys Ltd, Client - US-based Bank
02.2018 - 11.2021
Bachelor of Science - Electronics Technology
Loyola Academy Degree & PG College
05.2014 - 05.2017
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