Production Support Payment Gateway

Trideep Mishra

LinkedIn *************@*****.*** +1-804-***-****

Address: **** ******* *****, **********, **-30005

Summary

Principal Consultant with over 17 years of experience in Production Support, Payment Gateway Operations, and System Administration. Skilled in leading global teams, managing critical incident resolution, and driving operational excellence in fast-paced environments. Expert in secure file transmission, batch scheduling, monitoring tools, and payment systems, with strong skills in root cause analysis and process improvement.

Technical Skills & Tools

Production Support & Incident Management

Payment Gateway Support (Visa, Mastercard, Amex)

File Transfer Tools: Sterling MFT/MFS, Sterling File Gateway, Connect:Direct, Connect:Enterprise, IBM Control Center

Monitoring: Splunk, AppDynamics, MCP, Datadog, ThousandEyes

Job Scheduling: Autosys, Control-M, Cron Jobs

Ticketing Tools: ServiceNow, JIRA

Databases & Queries: SQL, Teradata

Scripting & Automation: Shell/Bash, Automation Anywhere, COBOL

Operating Systems: Linux, Windows, Solaris, HP-UX

Cloud: AWS

ITIL Framework, SLA & Escalation Management

Methodologies & Frameworks

ITIL Framework

SLA Management

Knowledge Base Management

Automation & Scripting

Splunk Alert Creation

ServiceNow Dashboard Creation

Professional Experience

Principal Consultant Production Support Specialist (L2/L3)

Wipro Technologies (Client: U.S. Bank / Elavon), Atlanta, GA

Jan 2021 – Present

Lead and mentor 10+ production support analysts, supporting critical payment gateway systems across North America and Europe.

Manage systems processing 200,000+ daily transactions, ensuring high availability and risk mitigation.

Drive resolution of payment issues, increasing transaction success rates by 15%.

Perform root cause analysis to reduce downtime by 20%.

Collaborate with Payment Service Providers and internal teams to maintain 99.8%+ uptime.

Manage POS device configurations, increasing availability by 10%.

Oversee post-release validations with zero critical incidents.

Analyze defect trends, reducing bug turnaround by 30%.

Manage batch processing and settlements with 100% SLA adherence.

Implement monitoring solutions cutting incident detection by 50%.

Lead incident response, reducing MTTR by 25%.

Define SLAs and incident protocols across POS locations.

Partner with QA and Development on software enhancements.

Create executive reports and dashboards to enable data-driven decisions.

Drive continuous improvement through Service Improvement Plans.

Senior Consultant – Production Support

Wipro Technologies (Client: U.S. Bank), Minneapolis, MN

Aug 2014 – Dec 2020

Led 24x7 support for ETL workflows, file transfers, and big data pipelines with a global team of 25+.

Managed secure file transfers using Sterling File Gateway, Connect:Direct, and IBM Control Center.

Automated job scheduling via Autosys, including JIL creation and monitoring.

Provided L2/L3 support for Informatica PowerCenter, Hadoop, and YARN.

Used ServiceNow for incident tracking and SLA adherence.

Improved monitoring and recovery, reducing MTTR by 40% and repeat incidents by 30%.

Implemented ITIL incident, change, and problem management.

Mentored junior engineers, enhancing team productivity.

Card Datawarehouse SME

Wipro Technologies (Client: Capital One), Virginia/Texas

Dec 2011 – Jul 2014

SME for Card Datawarehouse systems supporting credit/debit card operations.

Collaborated with teams to design and optimize batch workflows.

Ensured data consistency and reliability via SQL and scripting.

Developed shell scripts for cron job automation on Linux.

Led database upgrade activities and troubleshooting.

Maintained documentation and trained team members.

Solaris/HP-UX System Administrator

Wipro Technologies (Client: Johnson & Johnson), Bengaluru, India

Feb 2008 – Nov 2011

Provided L2 support for Solaris and HP-UX servers in 24x7 environment.

Managed server builds, patching, backups, and performance tuning.

Automated tasks using Bash/shell scripting.

Coordinated application and infrastructure changes.

Conducted RCA for system outages and performance issues.

Used BMC Remedy for incident and change management.

Declaration

I hereby declare that the information provided above is true and accurate to the best of my knowledge and belief.

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