Apoorva Shukla
Sydney
Summary
To work in an organization where I can use my skills to achieve the organization objective, simultaneously creating new innovative ideas and get conductive environment to learn and grow.
7+ years of experience in IT industry. Worked on various technologies such as .NET, HTML, PowerShell Scripting, JavaScript, AWS, Kubernetes, LINUX, Oracle. Expertise in maintenance of the application and production issue troubleshooting. Well versed with DevOps and Support tools like Service Now, Remedy, My Service, Splunk, Fiddler and AppDynamics, GIT, UCD. Work experience on SDLC models like Waterfall, Agile Scrum process with agility board and Sprint Planning. Daily interaction with client and business team to track the day-to-day progress of the production issue and enhancement request. Strong analytical and problem-solving coupled with excellent documentation, verbal and inter-personnel communication skills, good team player and ability to adapt to fast changing skills.
Overview
8
8
years of professional experience
Work History
Service Support Engineer
Commonwealth Bank of Australia
07.2022 - Current
- Proficiency to resolve all technical issues relating to both infrastructure and application, to ensure that system is operating effectively
- Managed Linux-based systems, ensuring optimal performance, security, and reliability through activities such as system updates, and configuration
- Identify ways to improve the application availability through trend analysis and proactive problem management
- Kubernetes Deployment: Orchestrated containerized applications using Kubernetes, including deployment, scaling, and maintenance of containers to streamline application management
- Participate in Major Incidents and Problem review to plan action items to be more proactive and avoid similar issues in future
- Automation: Developed and maintained automation scripts to streamline routine tasks, enhancing operational efficiency and reducing manual intervention
- Incident Response: Responded to service incidents promptly identifying root causes and implementation corrective actions to prevent recurrence
- Collaboration: Collaborated with cross-functional teams to ensure seamless integration of applications within Kubernetes cluster, fostering effective communication and teamwork
- Documentation: created and updated SOP documents in confluence for system configurations, procedures, and troubleshooting guides, facilitating knowledge sharing and onboarding of new team member
- Assessment and Planning: Conducted thorough assessments of existing on-premises systems to determine their compatibility with cloud environments, collaborated with teams to develop migration plan and timelines
- Migration Execution: Executed and supervised the migration process, including data transfer, application deployment, and configuration adjustments, ensuring minimal impact on business operations
- Training and Support: Provided training to internal teams on managing and maintaining cloud-based systems post-migration
- Offered ongoing support and addressed any post-migration issues.
Support Team lead
Westpac Banking Corporation
01.2020 - Current
- Lead the entire team and ensure all the tasks are actioned on time within agreed SLA
- Experience with trouble shooting IIS related errors
- Proficiency to resolve all technical issues relating to both infrastructure and application, to ensure that system is operating effectively
- Participate in Change Advisory Board (CAB) meeting to assess the impact of the planned changes on our application
- Identify ways to improve the application availability through trend analysis and proactive problem management
- Participate in Major Incidents and Problem review to plan action items to be more proactive and avoid similar issues in future
- Create and maintain application capacity plan in-line with the business capacity plan and reconcile the difference between the forecasted and actual capacity to identify additional capacity requirements based on the business capacity plan and provide rationale / justification for the increased capacity requirement, including impact of not having the required capacity
- Create and maintain known error database
- Also, publish the dashboards and reports at agreed intervals in the prescribed format
- Driving Major issues and implement their fixes with minimal customer impact
- Create Knowledge Management Plan and conduct audits at agreed interval to determine whether the knowledge article content is accurate, comprehensive, and current
- Publish audit findings report to Westpac and update the content of knowledge article based on audit findings
- Identify Applications Management Services Technology Related Risks and issues (including Defects), managed and mitigated and/or Resolved (as applicable) before such Risks and issues impacts the relevant Services
- Prepare quality management plan to address engagement management, customer satisfaction, formal issue, Risk, Application Change and action tracking, configuration and perform regular check as per the agreement
- Working closely with project team to get an overview of the new solution and fixes in progress
- Attend handover session from project team and get all the changes documented in the form of handover document, Run Handbook and Current state document
- Participate in daily stand-ups and project deliverable meetings to understand the requirement
- Responsible to analyse and give new OPEX estimation to the project for the new changes that are in progress and would be available for end user
- Prepare monthly governance report and present it to the client about the performance and stats of the previous month along with the improvement plans.
Support Engineer
Westpac Banking Corporation
05.2017 - 12.2019
- New alert identification, set up health check process, refine false alerts and regularly review monitoring threshold to ensure limits remain appropriate for 24
- 7 monitoring by the L0 team
- Identify and create Standard Operational Procedure (SOP) and Knowledge Article for the repetitive task to be followed by L0/L1 team to provide first call resolution support to the reported incidents
- Resolved escalated issues on priority and define the escalation procedure for incidents that are not timely or accurately resolved
- Maintain and publish the escalation matrix
- Perform Incident trend analysis and identify opportunities to improve service and reduce incidents
- Perform root cause analysis to the identified problem records and identify permanent resolution to prevent incident recurrence
- Where permanent solution can't be identified, document the workaround, and obtain approval from business
- Release regular communication to stakeholders about major issues, planned/unplanned outages along with its impact to customer and bank until service is fully restored
- Relate and link knowledge articles to Incident, Problem, Change and CI’s in Service Management System and Document Management System
- Perform the UAR of all the application to ensure no unauthorised associate has access to the system
- Daily interaction with client and business team to track the day-to-day progress of the usage of the application and ensure that there is no issues being faced by large audience.
Support Trainee
Westpac Banking Corporation
06.2015 - 04.2017
- Work on incidents and resolve them within the agreed SLA and work closely with other suppliers if the incident resolution demands
- Define and document activities required to restore application service in the Service Continuity Plan as prescribed in Business Continuity Plan
- Perform testing and participate in Business Continuity and Disaster recovery drills
- Perform the Standard changes through change management procedure
- Perform periodic audits on documents, address issue and store all the approved documents in authorised location for quick and effective retrieval when needed
- Trace the Certificate Management report and ensure the renewal and installation of Production and non-Production Certificates are performed before the expiry.
Education
Bachelor of Engineering in Information Technology -
RGPV
Bhopal, INDIA06.2015
Skills
- User Support
- Debugging
- Application Installations
- Project Coordination
Skills Abilities
VSCode, Service Now, AppDynamics, Visual Studio, Jira, Microsoft Teams, FIS Client Portal, Splunk, SCOM, Prometheus, Grafana, Bitbucket, UCD, Putty, Confluence, LINUX, Windows Server 2003, Windows Server 2008, Windows Server 2012, JavaScript, HTML, CSS, JSP, ASP.Net, AWS, Kubernetes, Sterling, SQL Server 2008, Oracle SQL developer, Teradata SQL Assistant, Agile, Waterfall
Timeline
Service Support Engineer
Commonwealth Bank of Australia
07.2022 - Current
Support Team lead
Westpac Banking Corporation
01.2020 - Current
Support Engineer
Westpac Banking Corporation
05.2017 - 12.2019
Support Trainee
Westpac Banking Corporation
06.2015 - 04.2017
Bachelor of Engineering in Information Technology -
RGPV
Similar Profiles
Sritika PaudelSritika Paudel
Senior Customer Care Specialist – Scams & Fraud at Commonwealth Bank Of Australia, CBASenior Customer Care Specialist – Scams & Fraud at Commonwealth Bank Of Australia, CBA
Anupama ShenoyAnupama Shenoy
Chapter Lead at Commonwealth Bank Of AustraliaChapter Lead at Commonwealth Bank Of Australia
Akash PurohitAkash Purohit
Manager - Cloud & Emerging Risk and Controls at Commonwealth Bank of Australia, CBAManager - Cloud & Emerging Risk and Controls at Commonwealth Bank of Australia, CBA
Nisha AlagerNisha Alager
Senior Data Engineer at Commonwealth Bank of AustraliaSenior Data Engineer at Commonwealth Bank of Australia
Brody GattBrody Gatt
Warehouse Storeperson at Peter Warren AutomotiveWarehouse Storeperson at Peter Warren Automotive