JYOTI KALYANI

Phone: +1-647-***-**** Email: acwbwj@r.postjobfree.com

LinkedIn: https://ca.linkedin.com/in/jyotikalyani Skype: Jyoti.kalyani

PRODUCTION/PRODUCT/APPLICATION/OPERATION SUPPORT PROFESSIONAL

Support Specialist

Automation

Training

Solving Complex live field issues

Troubleshooting

Job Scheduling and Monitoring

Worked with teams across the Globe

Logical and Analytical skills

SUMMARY OF QUALIFICATION

Overall 10 years of experience in Product, Application, Production and Operation Support in Telecom (OSS/BSS) Domain and Investment Banking Domain including 1.3 years of Canadian work experience

Experience in Incident, Problem and Change Management

Expertise in Maintenance, Monitoring, Troubleshooting, Problem Resolution, Root Cause Analysis and Support Documentation & Review

TECHNICAL SKILLS

Certifications: ITIL® V3 Foundation 2011, Red Hat Certified Engineer (RHCE)

Operating Systems: UNIX, Linux, Solaris, Windows

Products: Nortel/Ericsson’s SuperNode Data Manager (SDM) and Core

& Billing, Manager (CBM), Oracle BRM (Billing and Revenue

Management)

Database: Oracle

Languages: Shell Scripting, SQL

Workload Automation/Scheduling: CA Workload Automation/CAWA (distributed), Control-M

Other Software: MS Office, Citrix Clarify, Jira, Putty

PROFESSIONAL EXPERIENCE

Lead – Production Support

Enabil Solutions, Bangalore INDIA Dec 2014 - May 2016

Ness Technologies, Bangalore INDIA July 2012 - Nov 2014

Led Production support team (Tier-1) for Oracle BRM (Telecom Billing) Cloud based Managed Services

Projects for Telcos across North American region.

Performed preliminary Investigation, Troubleshooting, Reporting, Analyzing, Documenting and fixing Operational problems in multiple Production environments in 24x7x365 shift model and provided Root Cause Analysis and followed ITIL

Managed client calls & escalations (Achieved CSAT of SATISFIED/VERY SATISFIED)

Generated multiple reports and documents on the system performance of production environment for the management

Created batch job applications for critical systems impacting direct revenue

Automated Daily routine checks/jobs which included writing, modifying and testing (Shell) scripts as well as job scheduling (using tools and cron), resulted in minimizing human error and reducing the batch run timings.

Performed proactive as well reactive monitoring of production system including identifying, fixing and escalating the technical issues

Introduced start of the day and regular checks by using tools & scripts and monitoring the overall status of the system to ensure application availability, stability and performance

Coordinated with the application developers and Unix/database administrators on complex design issues to ensure optimum operational performance

Created Knowledge Articles (solutions) for known issue and maintained the existing solutions, which reduced escalations to Tier-3 Support.

Led a team of 6 engineers and managed Operations for 2 shifts from India; managed their Leave requests, training, annual appraisals, work schedule and provided technical/functional assistance and mentored new team members

Information Technology Analyst July 2011 - July 2012

Tata Consultancy Services, Bangalore INDIA

Worked as Shift Lead/Production support Engineer for Credit Suisse

Performed monitoring, preliminary Investigation and troubleshooting all alerts, Job failures, completed User/IT Tasks delegated by L2 team and release/DR checkouts

Performed routine tests to ensure applications stability

Senior Software Engineer Nov 2005 – July 2011

Wipro Technologies, Bangalore INDIA/Ottawa CANADA

Worked as Global Network (L2) Product Support Engineer for Nortel Networks and Ericsson.

Worked for 1.3 years with Nortel/Ericsson Team in Ottawa

Provided Tier-2 support of (Nortel/Ericsson’s ) SDM (SuperNode Data Manger) and CBM (Core and Billing Manager) in production including responding to severe outages, upgrade/installation issues, service requests, performing problem analysis and resolution, root cause analysis, issue escalation and reporting as necessary. Provided on-call and after-hours support as required

Created, reviewed, modified and maintained system documentation (e.g. User Manual, Technical Systems Manual and Operations Manual) and support documentation for the existing and new interfaces for the support purpose (e.g. MOP (Method to Procedure), external bulletins)

Worked closely and maintained effective communication with key business people, technology teams, client team (Verizon, Sprint, Telus, Bell, AT&T to name a few) and other internal teams

Screened cases coming from L-1 support team as well as ER (Emergency Recovery) team and dispatching to the queue and further follow-up

Initiated and worked on a local document repository

EDUCATION & LANGUAGE ABILITIES

Bachelor's Degree - Bachelor of Engineering in Telecommunications 2001-2005

Canadian Equivalency Summary by WES – Bachelor’s Degree (Four Years)

English – Fluent (IELTS Score: R/S/L: CLB 9, W: CLB 8)

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