Results-driven Production Support Lead with 7+ years of experience in application support, incident management, release management, and production operations. Skilled in PL/SQL, Unix, SQL, Oracle, ServiceNow, and Sterlin…
Results-driven Production Support Lead with 7+ years of experience in application support, incident management, release management, and production operations. Skilled in PL/SQL, Unix, SQL, Oracle, ServiceNow, and Sterling File Gateway. Proven expertise in managing critical production environments, leading teams, driving automation initiatives, and ensuring high system availability while consistently meeting SLA commitments.
الخبرة
C
Associate (Aetna - NextGen Prod Support)
Cognizant Technology Solutions·Bengaluru , Karnataka , India
Jan 2019 - حتى الآن · 7 سنوات 9 أشهر
<p>Resolved critical production issues to maintain service availability and business continuity.</p><p> Managed application deployments and server migrations with minimal business disruption.</p><p> Coordinated with cross-functional teams to resolve issues within SLAs.</p><p> Monitored application health, batch jobs, and performance to prevent incidents.</p><p> Managed Oracle data integration with Medicare JV systems using batch scripts, stored procedures, B2B transfers, and Tidal scheduling.</p><p> Developed and maintained batch scripts to extract data from Oracle databases and transfer files through B2B integrations.</p><p> Managed daily, weekly, monthly, month-end, year-end, and AEP batch schedules.</p><p> Investigated failures and restored processing within SLA targets.</p><p> Collaborated with multiple support teams to resolve application and infrastructure failures within SLA commitments.</p><p> Managed Business Process (BP) schedules, including creating, modifying, and removing schedules based on business requirements.</p><p> Resolved routing, disk-space, and infrastructure failures affecting critical file transfers.</p><p> Performed root-cause analysis and implemented preventive actions.</p><p> Led a seven-member support team, prioritizing incidents, mentoring associates, and preventing SLA breaches.</p><p> Guided the team to deliver stable operations, faster resolution, and consistent SLA performance.</p><p> Managed end-to-end deployments, release readiness, documentation, and post-production validation.</p><p> Supported post-deployment monitoring and issue resolution to ensure smooth production transitions.</p><p> Developed ExcelExtractV2, enabling configurable Excel processing without code changes.</p><p> Automated ServiceNow ticket creation and incident detection, reducing manual effort and resolution time.</p>
المشاريع
A
Aetna - NextGen Prod Support)
cognizant
المدة : 19-Jan-2019 - 07-Sep-2026
<p>Production Support Lead / Application Support Engineer</p><p>• Resolved critical production issues to maintain service availability and business continuity.</p><p>• Managed application deployments and server migrations with minimal business disruption.</p><p>• Coordinated with cross-functional teams to resolve issues within SLAs.</p><p>• Monitored application health, batch jobs, and performance to prevent incidents.</p><p>Market Prominence Production Support</p><p>• Managed Oracle data integration with Medicare JV systems using batch scripts, stored procedures, B2B transfers, and Tidal scheduling.</p><p>• Developed and maintained batch scripts to extract data from Oracle databases and transfer files through B2B integrations.</p><p>• Managed daily, weekly, monthly, month-end, year-end, and AEP batch schedules.</p><p>• Investigated failures and restored processing within SLA targets.</p><p>• Collaborated with multiple support teams to resolve application and infrastructure failures within SLA commitments.</p><p>Sterling File Gateway (SFG) Support</p><p>• Managed Business Process (BP) schedules, including creating, modifying, and removing schedules based on business requirements.</p><p>• Resolved routing, disk-space, and infrastructure failures affecting critical file transfers.</p><p>• Performed root-cause analysis and implemented preventive actions.</p><p>Team Management & Leadership</p><p>• Led a seven-member support team, prioritizing incidents, mentoring associates, and preventing SLA breaches.</p><p>• Guided the team to deliver stable operations, faster resolution, and consistent SLA performance.</p><p>Deployment & Release Management</p><p>• Managed end-to-end deployments, release readiness, documentation, and post-production validation.</p><p>• Supported post-deployment monitoring and issue resolution to ensure smooth production transitions.</p><p> Automation Support</p><p>• Developed ExcelExtractV2, enabling configurable Excel processing without code changes.</p><p>• Automated ServiceNow ticket creation and incident detection, reducing manual effort and resolution time.</p><p></p>
