Abhilash Vijaya
Malvern,PA
Summary
An achievement oriented resourceful production support professional with around 10+ years of experience in building & managing software solutions in Telecom, Insurance and healthcare domains. I started my career as a developer for a PEGA application and transitioned into supporting and providing hotfixes to large critical applications. Later, I started to technically lead a team of 10 members for a UK client for around years. Later I moved to USA in 2018 as technical support lead for a US telecom client and have been associated with them since then.
A JAVA 1.8 certified associate with rich experience in supporting production applications for clients across US and Europe geography. A focused, analytical & detail oriented IT professional with good management and interpersonal skills. Delivered all phases of software lifecycle Development (SLDC) in 10+ years of IT career such as requirements gathering, design, development, testing, deployment, but predominantly production support and integration under tight deadlines. Proficient in software size estimation, resource estimation, qualitative analysis and quantitative information and translating into strategic deliverables, due diligence study, RCA analysis ,project management , technical presentation, and client liaison.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Production Support Team Lead
Cognizant
Philadelphia, USA
06.2018 - Current
- My role deals in supporting large critical application, bug fixing and dealing with high priority fixes in Middleware REST APIs hosted on cloud.(PCF)
- I am proficient in cloud tools, API Architecture, Automations, handling escalations, managing team effectively.
- I work on applications following agile and Devops model.
- I work as Production Support lead and my roles include:
- To troubleshoot escalated incidents / problem tickets, guide team in eliminating recurring incidents , conducting detailed postmortems for critical incidents and automate manual processes.
- To participate in release acceptance process to certify application in Production post release - Participate in release planning meetings and provide inputs on demand prioritization.
- To manage team of 4 members for critical application serving huge customer base.
- Innovation: To set up dashboards, tools, alerts and to provide solutions to minimize business impact based on day-to-day production issues.
- Requirement Gathering & Analysis: Participate in requirements discussion with business to provide inputs on feasibility of implementation based on application architecture - Responsible for providing clarification to business on any application related queries - Responsible for business requirements elucidation to the team and translating them to technical specs.
- Testing: Preparation of test plans for changes and to provide additional level of testing to support project.
- Additionally, would also perform feasibility study and impact analysis to ensure that changes being requested are feasible to be delivered within project schedule.
Production Support SME
Cognizant
Bangalore, INDIA
03.2018 - 05.2018
- This project deals with supporting JAVA applications and supporting changes made to user interface of insurance portals.
- I was involved in Identifying problems, workaround resolutions, root cause analysis, major incident management and bug fixes to improve overall performance of the system.
- I automated processes using shell scripts and PLSQL for frequently occurring broader production issues.
- I developed operations scripts to improve manageability of systems and provide common tools that minimizes repetitive work
- I was also involved in preparation of weekly reports, monthly status report and process documents and walk through clients in the weekly, bi-monthly and monthly calls.
- I was involved in requirement gathering and implementing effective solutions.
Senior Support Engineer
Cognizant
Bangalore, INDIA
12.2012 - 03.2018
- This project deals in supporting day to day production technical issues related to CRM telecom applications and resolve them through technical analysis and domain expertise.
- Project demands associates with strong technical and analytical skills to interpret and resolve high priority issues quickly.
- My roles include: Production support and providing automated solutions to systems in production. I was involved in supporting applications 24/7 that are coded in JAVA, Informix 4GL, SQL, PLSQL and Shell scripts.
- I ensured that incidents are correctly prioritized, resolved within SLA (Service level agreement).
- My primary responsibility is to ensure that service levels agreements are agreed, monitored, measured, reported, maintained and/or improved.
- I developed operations scripts to improve manageability of systems and provide common tools which can be useful in minimizing resource time
- I have provided Root Cause Analysis (RCA) for live production issues reported under incidents and provide out of office On-Call support 24/7
- I ensured that problem records are updated on time with proper analysis and make sure tattie same is resolved within SLA.
- I attended various technical and project meetings with clients and other stakeholders from offshore location.
- I ensured proper handover is given to team members for which information is gathered from clients and ensure all changes are deployed on time and all stakeholders are kept informed about technical changes.
- I was involved in automation of repetitive activities to marginalize human error and improve productivity.
- I developed alert scripts to pro-actively monitor areas where team used to get critical/high priority incidents.
Support Engineer
Cognizant
Bangalore, INDIA
12.2011 - 11.2012
- This project deals with developing and managing applications and backend logic using BPM PEGA PRPC Tool.
- All defects will be fixed using PEGA tool ensuring any modification introduced does not affect existing functionality. Fix will follow all phases of testing before elevating to production.
- I was involved in fixing anomalies, testing newly implemented code, improving performance of the system.
- I was also involved in improving performance of the application by recoding in a more efficient way at critical juncture.
- I attended workshops and joint application development (JAD) sessions. Based on outcome of these sessions, I perform quality performance checks on developed product to ensure product meets the desired quality.
- I will coordinate with testing team to ensure use case is properly tested for all scenarios and fix anomaly, if any.
Education
BACHELOR OF ENGINEERING -
Sir M. Visvesvaraya Institute of Technology (MVIT)
Bangalore2011
Skills
- LANGUAGES- JAVA, SQL,PLSQL,UNIX
- DATABASE & TOOLS : GOCD(CI/CD), Grafana, GitHub, PEGA, Appd, Oracle, INFORMIX, MySQL, MONGO, Zipkin, BMC Remedy, HP service Manager, Octane, Kibana, ServiceNow, Elastic, Logstash, POSTMAN, SOAP UI
- FRAMEWORK : Eureka, Hystrix, Zuul, Pivotal Cloud Foundry(PCF), Spring REST API, Spring Boot, KAFKA, MQ
- OTHERS- Incident management, Change Management, Problem management, Devops role, RCA analysis, Report Management, Resource and Team management
Certification
- Oracle Certified Java Associate SE8
- Certified System Architect Pega PRPC 6.1
Timeline
Production Support Team Lead
Cognizant
06.2018 - Current
Production Support SME
Cognizant
03.2018 - 05.2018
Senior Support Engineer
Cognizant
12.2012 - 03.2018
Support Engineer
Cognizant
12.2011 - 11.2012
BACHELOR OF ENGINEERING -
Sir M. Visvesvaraya Institute of Technology (MVIT)