Application Support Team Lead

Pankaj Kumar

Team Lead – Application Support/SRE

+1 945 -227-1213 **************@*****.***

LinkedIn URL linkedin.com/in/pankajchauhan100

PROFESSIONAL SUMMARY:

Results-driven Team Lead with 17 years of experience in the Telecom and automation domain, specializing in application support, troubleshooting, system optimization and automation. Experienced in supporting applications based on Azure Cloud and Java, ensuring proper alerting and monitoring are in place. Skilled in developing automation to accelerate operations and enhance team productivity. Proficient in automating routine tasks to improve operational efficiency and reduce downtime. Experienced in supporting U2L and Azure migration projects, with a commitment to leveraging emerging technologies for organizational growth. CORE COMPETENCIES:

• Technical Skills: Application Support, Troubleshooting, Automation, System Optimization, job scheduling Autosys.

• Cloud & DevOps: Azure, AWS(EC2), Terraform, GCP, Docker, Kubernetes, CI/CD (Jenkins, Git, Maven)

• Programming and Scripting: Java, C, Shell scripting and Python.

• Monitoring Tools: Nagios, TAPM, Application Insight, Kibana, Splunk, Prometheus, Elastic search, And Dynatrace.

• Networking: TCP/IP, DNS, HTTPS, Telnet, SSH, SSL, Connect direct, TCP dump and FTP/SFTP.

• Databases: PL/SQL, Oracle, Informix, Sybase, IBM MQ and Postgres.

• Trainings: Google Cloud Computing foundation course, Introduction to Generative AI (Google Cloud) and AWS Cloud Practitioner.

• Certifications: Microsoft Certified: Azure Administrator Associate, ITIL V3, Red Hat Certified. PROFESSIONAL EXPERIENCE:

Team Lead in Tech Mahindra June 2022 - Present

Americas INC. Client: AT & T. Plano, United States Technical Specialist (L2 Support), Sep 2013 – June 2022 Tech Mahindra India.(Offshore), Client: AT &T Noida, India

• Lead a team of 10+ application support engineers responsible for Maintaining critical applications and cloud- based services on Azure.

• Resolving critical production issues by leading Major Incident calls, engaging accurate teams and driving root cause analysis.

• Strong experience in navigating and executing commands on servers.

• Hosting recurring meetings with onshore/offshore resources for the purposes of discussing status/dependency/escalation, it improved collaboration among team members and quality of documentation and reduces deployment rework.

• Enhancing cross-team collaboration by documenting ITIL-based release processes and training materials on SharePoint, resulting in improved accessibility and communication.

• Troubleshooting issues that arise in production environments and making sure that all APIs are working fine.

• Managing change and release processes, ensuring smooth deployments with minimal downtime for applications.

• Proactively identified opportunities for process improvements, enhancing overall support quality and client satisfaction.

• Handling Middleware issues and troubleshooting data issues or network issues.

• Implementing monitoring and alerting systems, improving uptime by 20 % and reducing production issue.

• Managing, maintaining and supporting applications and their operating environments, focusing on stability, quality and functionality against service level expectations.

• As part of the successful U2L migration of three of the applications, my role was to share the flow, setup the alerts, validate the interface logs and provide all the interface applications names and files that were transferred among the applications.

• Continuously monitor the release week for any ongoing issues, provide real-time updates to the client, and deliver impact statements.

• Doing applications checks, continuous monitoring and handover.

• Doing DigiCert’s certification renewal activity annually.

• Perform root cause analysis and resolve incidents within the defined service level Agreements (SLA).

• Collaborated with cross-functional teams to improve system resilience and drive efficiency, contributing to a 20% increase in system availability.

• Doing annual Disaster Recovery/Fail over activity test so that the backup systems can be use during the hardware or network issues and minimize the business impact. (planned and unplanned)

• Developing and maintaining technical documentation, enhancing knowledge-sharing across the support team.

• Participating in key client projects, such as migrations, upgrades, system integrations, providing technical expertise and support.

• Providing On-Call support during off-business hours and weekends. And make sure that application availability matrix maintained.

• Following the ITIL standards and best practices in incidents management, change management, and service management.

• Pre and post deployment monitoring and validation for activity like OS patching, mechid password change, DR exercise, and DB patching.

• Monitoring application performance and health through dashboards, logs, and alerts. System Administrator Jan 2012 – Aug 2013

Guavas Network Systems Private Ltd. Gurgaon, India

• Enhanced system performance by optimizing server configurations and implementing regular updates.

• Collaborated with IT team to develop and implement comprehensive disaster recovery plans, ensuring minimal data loss during critical incidents.

• Took care of Microsoft exchange server and installing necessary updates. Rebooting weekly for better performance of the mailbox server.

• Developed and maintained scripts for automating repetitive tasks and improving efficiency. Mainly for backup of filesystems from servers to Dell Storage.

• Maintained Infrastructure of the company and Data Center which is hosted locally within the company premises.

• Handled the Dell storage infrastructure and provided the disk file system to requested team as per their requirement.

• Managed hardware inventory and plan for hardware upgrades or replacements. Specialist Engineer Sep 2010 – Dec 2011

HCL Technologies Ltd, Client: Acision Gurgaon, India

• Prepared Onsite production system of HSP (High Speed Proxy) for Orange Slovakia Client in Brno (Czech Republic)

• Mainly worked on Telecom products like HSP and SMSC and the Client was Acision.

• Developed strong client relationships through consistent communication and attentive service.

• Understand the client’s product, configured, implemented, and tested it with a real-time network. Senior Support Engineer Mar 2007 – Sep 2010

ACL Wireless Ltd. Client: Starcomm and Airtel Zain Noida, India

• Handled Two client-side project in Nigeria, based on VOIP and deployed for Starcomm and Airtel Zain Client.

• Worked in 24*7 environment and supported SMPP connectivity issues and short code-based applications.

• Supported applications for various ME operators and applications based on short codes for friendly chatting.

• Created reports to show the data for various operators in term of bulk messaging.

• Supported application based on WebLogic and monitoring various performance parameters (Memory, CPU and filesystem.

EDUCATION

Bachelor of Technology in Information Technology, Dehradun Institute of Technology. (Aug 2002 - June 2006)

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