Production Support Analyst - 12+ Years IT Experience

Murali Mohan

240-***-**** **********@*****.*** Murali Mohan LinkedIn

Professional Summary

Experienced Production Support Analyst with 12+ years in IT, adept at troubleshooting system issues, processing complex queries, and ensuring data integrity across environments. Skilled in DB2 SQL, MS SQL Server, and mainframe systems, with a solid background in managing production processes and adhering to SLAs. Proven track record in collaborating with IT and business units to streamline support activities and drive continuous process improvements.

Technical Skills

•Cloud Platforms: Azure Monitoring & Diagnostics (Log Analytics, Application Insights), AWS(CloudWatch)

•Platform: UNIX, Linux, Windows, MS Word, WinSCP, PuTTY

•Scripting: Shell Scripting, JCL scripting, Bash,Java

•Database: Oracle, PL/SQL, TOAD 9.0/ SQL Querying & Data Analysis,Hadoop.

•Monitoring Tools: Control-M, Zena, Redwood Active Batch, Dollar U, Grafana, Nagios, Splunk, Autosys, Aspera,Dynatrace,AppDynamics,CyberArk.

•Version Control Tools: GIT, GIT Hub, CI/CD Pipeline Support

•DWH Tools: Abinitio, Informatica, Automation using PowerShell & Azure CLI

•Other Tools: Service Now, WIN SCP, Ansible, Core FTP, V Sphere Client

Work Experience

AT&T Feb -2023

Production Support Analyst,Bridgeton, MO

Demonstrated self-starting ability by independently managing assignments and driving them to successful completion.

Supported the team by providing strategic solutions and ensuring efficient execution of roles and responsibilities.

Served as Release Engineer for all release activities, ensuring seamless deployments across environments.

Resolved ServiceNow incidents by analyzing logs, debugging web and desktop applications, and troubleshooting Autosys batch job failures within SLA.

Provided end-to-end production support for critical banking applications, ensuring minimal downtime and high availability.

Led triage and root cause analysis for P1/P2/P3 incidents, collaborating with development teams to implement permanent fixes.

Designed and customized ServiceNow filters and reports to enhance operational visibility and performance tracking.

Deployed and configured jobs across environments, maintaining consistent environment setups.

Monitored batch job executions, remediating failures to sustain uninterrupted production operations.

Managed incident communication by creating and updating JIRA tickets, keeping stakeholders informed of delays or SLA impacts.

Automated release and deployment processes from development to production, including patching and troubleshooting.

Maintained RESTful APIs to support insurance application workflows, enabling seamless data exchange between internal systems and external partners.

Troubleshot API performance issues and optimized response times by fine-tuning queries and endpoints

Diagnosed and resolved REST API failures by analyzing HTTP error codes, payload structures, and authentication flows Collaborated with DevOps teams to streamline deployment pipelines, reducing release-related incidents by 30%.

Configured and maintained Splunk dashboards to monitor application health, API performance, and infrastructure metrics.

Analyzed logs and events using Splunk queries to identify root causes of production issues in insurance applications.

Implemented custom alerts and thresholds to proactively detect anomalies, reducing downtime and improving SLA compliance.

-Collaborated with DevOps teams to integrate Splunk with cloud services, enhancing visibility across distributed systems.

Conducted root cause analysis for recurring production issues, implementing long-term preventive measures.

Coordinated with Operations and IT teams to manage high-priority incidents and ensure timely resolution.

Acted as a liaison between business units and IT teams to analyze and resolve complex production issues efficiently.

Tuned Oracle SQL/PLSQL queries, optimized database performance, and automated monitoring using UNIX shell scripting.

Implemented proactive application monitoring for real-time issue detection and escalation.

Partnered with cross-functional teams to address user requests, enhance performance, and deploy code updates.

Delivered on-time resolutions, consistently meeting SLAs and maintaining high customer satisfaction.

Utilized extensive UNIX/Linux expertise for command-line troubleshooting and automation.

Employed Jenkins CI/CD to build and deploy Java code from GitHub to production servers, synchronized across data centers via Argo CD.

Proposed and executed process improvements to optimize production operations and system efficiency.

Participated in daily Change Advisory Board (CAB) calls to assess and approve infrastructure changes.

Actively contributed to disaster recovery (DR) planning and testing to ensure business continuity.

Cetera financial Group May 2015 – July 2021

Tech Lead- Production Support Analyst,El Segundo, CA

Developed business requirement documents along with high-level and low-level design documents, ensuring compliance with SDLC processes.

Authored ETL specifications and test case documents for new mappings developed for production applications.

Managed creation of job schedules and templates to support new requirements and maintained regular production support through monitoring of daily processes.

Migrated ETL code across various environments including Dev, QA, UAT, and PROD to ensure seamless transitions.

Provided L1/L2 operational support and platform maintenance, ensuring stability and responsiveness.

Analyzed and created job dependencies to optimize process flows.

Oversaw migration of jobs to test and production environments, ensuring proper execution.

Worked on L2 and L3 support activities for Java application.

Extensive knowledge in debugging the java code and providing fix for it.

Supported production systems in hybrid environments, transitioning legacy apps to Azure.

Developed SQL scripts for data validation, reporting, and issue investigation.

Managed change requests and incident tickets using Jira and ServiceNow.

Provided after-hours support and participated in on-call rotations for critical systems.

Documented support procedures and created knowledge base articles to improve team efficiency.

Monitored system operations via Control-M Configuration Manager (CCM) to ensure job accuracy and reliability.

Leveraged strong scheduling knowledge, including time zones, resource management, and daily user requirements to manage operations effectively.

Performed basic Control-M Administration tasks such as agent management and application restarts.

Owned the creation and maintenance of jobs using the BMC Control-M product.

Assisted in the delivery of mission-critical projects while consistently improving service delivery for commercial IT services.

Logged trouble calls and performed analysis to define business problems and scope for resolution.

Provided user support by efficiently handling service and problem requests through timely resolution.

Maintained and updated schedules, documentation, and error handling procedures, ensuring rigorous source code and documentation control.

Conducted functional testing to validate that changes met quality standards prior to production deployment.

Proactively managed batch schedules in accordance with agreed procedures and SLAs.

Reviewed changes for potential operational and service impacts and escalated exceptions when appropriate.

Handled outages and quarterly patch upgrades to maintain system integrity.

Standardized Control-M processes across all applications to enhance system consistency.

Delivered day-to-day support for Control-M related applications, ensuring reliable system performance.

Adhered to and extended development best practices to streamline production support operations.

American Express Aug 2010 - Jul 2015

Production Support Analyt, Salt Lake City

Scheduling production batch jobs, ad-hoc requests and performing change request as per the requirement on both Windows and UNIX servers.

Performing analysis on scheduling issues and resolving the same within SLA.

Defining new jobs and scheduling tables using Control-M desktop.

Defining new calendars and modifying existing calendars as per client's requirement.

Attending customer calls & conference calls to ensure smooth functioning of on-call support.

Providing support during holiday processing, Inventory process and DR activity.

I am responsible for making sure that all the Gateways and Communications of UNIX servers, Global Alert Server, Global Condition Server are up and active.

Recycling of the Gateways and Communication recycling of Global Condition server as required.

Perform Control-M GUI client installation and provide support during Control-M upgradation and servers up gradation.

Maintaining shout destination tables.

Monitoring the Incident Management queue and taking appropriate action

Educational Qualification

New England College Henniker NH USA

Dec 2022

MS, Computer & Information Systems (CIS)

Andhra University Andhra Pradesh India

May 2001

BS

Certifications

•AWS certified Solution Architect Associate.

•ITILF - EXN5824855

Achievements & Awards

•: 3 STRETCH awards

•: 1 SPOT award

•: 2 SOG awards for successful launch for application migrations

Contact this candidate