RXXXX KXXXX MXXXX
Reston,USA
Summary
Production Support Analyst with deep experience supporting mission-critical systems and managing cloud operations at Fannie Mae. Skilled in building observability pipelines using tools like Splunk, Dynatrace, and CloudWatch, and applying AIOps to automate detection and response. Quickly identifies production issues and resolves most through proactive monitoring and scripting. Strong at reducing manual effort, improving reliability, and working across teams to maintain performance in complex
Overview
19
19
years of professional experience
1
1
Certification
Work History
Production Support Analyst
Fannie Mae
05.2016 - Current
- Led and coordinated application releases for LDNG, DU, and Apigee, managing planning, technical validations, execution, and post-release verification
- Designed and implemented monitoring and alerting frameworks using Splunk, Dynatrace, and CloudWatch to maintain system uptime and performance
- Developed and maintained shell scripts integrated with AutoSys job chains for automated data loads, alerts, and cleanup, reducing manual errors
- Delivered Level 2 production support for capital markets trading systems, validating trade flows and resolving bond and fixed-income issues promptly
- Managed API lifecycle in Apigee Edge UI, configuring proxies, products, rate limits, and policies for optimized performance and security
- Diagnosed and resolved API traffic and security issues with Apigee diagnostic tools and monitoring dashboards
- Collaborated with cross-functional teams to implement secure, scalable API solutions and platform enhancements
- Created dashboards, alerts, and real-time monitoring using Splunk, Kibana, and Dynatrace for proactive issue detection
- Supported CI/CD workflows by maintaining Jenkins, GitHub, and Urbana toolchains to improve deployment efficiency
- Conducted root cause analysis of production incidents and implemented preventive actions to reduce recurrence
- Monitored application health and AutoSys workflows with CloudWatch, Dynatrace, and Splunk, resolving issues proactively
- Investigated and resolved production incidents affecting APIs, infrastructure, and data flows to ensure minimal downtime
- Participated in disaster recovery drills, improving system readiness and recovery time during failover
- Analyzed job failures and system alerts to identify operational gaps and automate noise reduction
- Developed automation scripts using Shell, Python, and SQL for data validation, smoke testing, and process optimization
- Provided support for Informatica workflows in UNIX/Linux environments, monitoring and troubleshooting as needed
- Managed AWS infrastructure including Elastic Beanstalk, ECS, Route53, Auto Scaling, and CloudWatch for cloud-hosted applications
- Tuned CloudWatch alerts, scaling rules, and dashboards to optimize system performance and cost efficiency
- Led incident triage calls and managed Webex bridges for efficient cross-team communication and issue resolution
- Tracked and resolved ServiceNow tickets and production defects, consistently meeting SLA targets and audit requirements
- Generated weekly SLA and performance reports for senior management using Splunk and operational metrics
- Mentored junior staff on SRE best practices, automation, and troubleshooting techniques to strengthen team capabilities
- Administered SVN access and configured Jenkins and iCart deployments to streamline release management
- Maintained strong communication with business stakeholders to clarify support needs and align technical solutions with business goals
- Tested and debugged APIs using Postman, validating API behavior and integration accuracy
- Possess solid knowledge of capital markets, especially fixed income and bonds, ensuring business continuity in trading systems
- Worked extensively with JSON and YAML for API specifications and configured JWT-based authentication to secure API endpoints
- Analyzed logs and validated issues across platforms with Splunk and Dynatrace, reducing downtime during high-pressure scenarios
- Adhered strictly to client SLAs and participated in 24x7 on-call rotations to maintain continuous production support
Sr Production Support Analyst
Infosys Technologies (EASTERN BANK )
08.2014 - 04.2016
- Deployed Finacle eBanking product across Linux and Windows environments, providing technical support through go-live and user acceptance phases.
- Developed and maintained Korn shell and UNIX scripts to automate recurring tasks such as data validations, file management, log rotation, and backups.
- Integrated shell scripts with AutoSys and cron job schedulers to execute time-based automation across ETL workflows.
- Investigated and resolved TOL tickets, performed root cause analysis, and coordinated fixes with development teams.
- Monitored and supported Ab Initio graphs and Autosys jobs, troubleshooting failures in production code execution.
- Wrote and executed SQL scripts to validate fixed-length input files, populate complex tables, and support batch processing.
- Provided Level 2 (L2) production support, collaborating with QA, DBAs, and Unix Admins to resolve high-priority defects.
- Designed smoke test scripts for pre-deployment validations, improving reliability of UAT-to-production rollouts.
- Analyzed recurring issues, gathered defect trends, and contributed to process improvements across support workflows.
- Coordinated release activities with development, QA, UAT, and change management teams to ensure smooth deployments.
- Created and summarized weekly issue reports for senior management, highlighting risks, blockers, and SLA metrics.
- Worked closely with business users to gather requirements and support custom enhancements.
- Ensured SLA compliance across all support tickets and maintained a consistent high-quality support standard.
Production Support Analyst
Infosys Technologies (ICICI BANK)
07.2012 - 08.2014
- Provided day-to-day production support for online and mobile banking applications, ensuring smooth operation across development, UAT, and production environments.
- Deployed application builds to various environments and supported post-deployment validations, working closely with QA and release teams.
- Handled incident tickets using Remedy, investigated application issues, and coordinated with development teams for resolution and follow-up.
- Conducted root cause analysis for recurring issues and helped implement permanent fixes to avoid repeated disruptions.
- Monitored application performance and logs, addressed real-time errors and system alerts, and ensured quick turnaround on production defects.
- Managed code deployments using WebSphere Application Server, supported rollout planning, and handled rollback procedures when needed.
- Wrote and maintained shell scripts to assist with log rotation, monitoring, file handling, and task automation.
- Supported backend investigations using SQL and Oracle, including data lookups, corrections, and validation queries.
- Collaborated with cross-functional teams — developers, testers, DBAs, and business users — to ensure incidents were resolved efficiently and user needs were met.
- Prepared weekly summary reports on incidents and support activity for internal tracking and review.
- Participated in user acceptance testing (UAT) support and production deployments, ensuring readiness and stability.
- Consistently followed SLAs and maintained a strong track record of meeting support expectations.
Java Production Support
Tech Mahindra (AT&T)
03.2010 - 06.2012
- Provided daily production support and consultation for the IDIS and Cramer systems, ensuring stable operation and timely issue resolution.
- Participated in requirement gathering and functional design discussions for new features and recurring production defects.
- Supported production deployments by validating releases and troubleshooting issues specific to the Cramer inventory platform.
- Investigated and fixed application defects; coordinated with development and QA teams for timely delivery and validation.
- Managed provisioning issues related to stuck orders in the BPL system, performing backend analysis and resolution.
- Handled incident tickets using Remedy, analyzed root causes, and applied necessary fixes in application logic or configuration.
- Modified and created Unix shell scripts for data cleansing, loading, and batch processing automation.
- Scheduled and monitored batch jobs on production and test servers using cron jobs and AutoSys JIL, ensuring timely execution and recovery from failures.
- Reviewed and maintained AutoSys JIL configurations; ensured job dependencies and scheduling met business and technical requirements.
- Worked on Oracle PL/SQL procedures and Unix scripts, handling a variety of data integration and transformation issues.
- Analyzed interface defects and system errors, identifying the root cause and implementing long-term fixes.
- Customized and configured Cramer modules to align with evolving business requirements and operational needs.
- Participated in project and release review meetings, sharing feedback on deliverables and identifying risks or improvements.
- Planned and coordinated successful deliveries within timelines and project scope.
- Acted as a point of contact for end users, providing timely application support and addressing functionality concerns.
Java Production Support
Cognizant Technologies Solutions ( KEY BANK )
07.2008 - 03.2010
- Participated in all phases of the Software Development Life Cycle (SDLC), with a focus on backend development, defect resolution, and production readiness.
- Designed and developed application components using Struts and Hibernate frameworks, ensuring maintainable and scalable architecture.
- Created AJAX-enabled UIs using JSP, HTML, and JavaScript to improve responsiveness and enhance user experience.
- Developed and maintained backend logic using Java/J2EE and SQL, including business modules like Recurring Transfers, Self Service, and Loan flows.
- Applied security features including Cross-Site Scripting (XSS) protection to improve application resilience.
- Used design patterns like MVC, DAO, and DTO to structure the application for better performance and modularity.
- Independently handled complete development and support of the OBI backend framework, including integrations and enhancements.
- Deployed enterprise applications on WebSphere Application Server, managing full deployment lifecycle for releases.
- Conducted unit testing and database reviews as part of each release cycle, ensuring quality and performance.
- Wrote and maintained XML schemas and parsers to support CICS HOGAN web service integration.
- Created UML diagrams (use case, flow, class diagrams) to align technical design with business requirements.
- Assisted with QTP scripting for automation of functional testing for online banking and investing modules.
- Provided production support, investigated bugs, coordinated fixes, and resolved issues in collaboration with LOB and QA teams.
- Acted as a liaison between business and development teams, setting up calls and clarifying functional requirements as needed.
Java Developer
Cognizant Technologies Solutions (Arbitron)
05.2007 - 06.2008
- Designed and developed dynamic user interface screens using Java Server Pages (JSP), ensuring consistency and usability across web modules.
- Implemented client-side validations using JavaScript to enhance data accuracy and reduce unnecessary server calls.
- Created detailed UML diagrams (use case, class, activity, sequence) using Rational Rose to support clear technical planning and align with business requirements.
- Built web applications using the Struts MVC framework, applying best practices for modular and maintainable code.
- Developed SQL queries for database interaction, supporting key application features such as data retrieval and reporting.
- Collaborated with stakeholders to gather functional and technical requirements through client discussions, business process analysis, and enhancement reviews.
- Participated in the functional design and analysis phase of the project, helping translate business needs into technical solutions.
Java Developer
Cognizant Technologies Solutions (Qualitative Weighting Engine )
12.2006 - 03.2007
- Developed the presentation layer using HTML, custom Struts tags, and Java Server Pages within the Struts MVC framework.
- Wrote and tested code in Java and J2EE, ensuring functionality through unit testing.
- Successfully implemented the conversion of flat files into the QWE system.
- Provided post-production support by performing root-cause analysis and applying necessary software patches.
- Integrated and invoked web service calls to interact with the QWE system.
Education
MCA - Master Of Computer Applications
Kakathiya University
IndiaBachelor of Science - Computer Science
Kakathiya University
IndiaMaster of Information Technology - Information Technology
University of The Potomac
DC07-2017
Skills
- Technologies: XML, UML, Servlets, JSP, HTML, Java Web Services
- Languages: Java
- Scripting Languages: Shell scripting, JavaScript
- Markup / Data Formats: JSON, YAML
- API Testing & Integration: Postman
- Monitoring Tools: Splunk, Dynatrace, Kibana, New Relic, CloudWatch
- Build Tools: Jenkins
- Job Scheduling: AutoSys
- Version Control / Configuration Management: GitHub, SVN, PVCS, StarTeam, VSS
- Databases: Oracle, DB2, MySQL
- Database API: JDBC
- Application Servers: WebSphere, Oracle WebLogic, JBoss
- Web Server: Apache Tomcat
- ITSM / Support Tools: ServiceNow, MyService
- Observability / AIOps: Moogsoft,Open telemetry
- Operating Systems: UNIX, Linux, Windows, Solaris
Certification
- AWS certification DevOps Engineer Professional.
- AWS certification SysOps Administrator.
Timeline
Production Support Analyst
Fannie Mae
05.2016 - Current
Sr Production Support Analyst
Infosys Technologies (EASTERN BANK )
08.2014 - 04.2016
Production Support Analyst
Infosys Technologies (ICICI BANK)
07.2012 - 08.2014
Java Production Support
Tech Mahindra (AT&T)
03.2010 - 06.2012
Java Production Support
Cognizant Technologies Solutions ( KEY BANK )
07.2008 - 03.2010
Java Developer
Cognizant Technologies Solutions (Arbitron)
05.2007 - 06.2008
Java Developer
Cognizant Technologies Solutions (Qualitative Weighting Engine )
12.2006 - 03.2007
MCA - Master Of Computer Applications
Kakathiya University
Bachelor of Science - Computer Science
Kakathiya University
Master of Information Technology - Information Technology
University of The Potomac
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