Hinduja Prabhakaran

Experienced Technical Support Engineer with 8 years of proven success in ensuring seamless operations for clients. Demonstrated expertise in managing database systems and both production and non-production environments. Recognized for swift and efficient resolution of downtime issues, as well as seamless integration of new hardware and components.

• Achieved 100% resolution by completing high potential issue with accuracy and efficiency.

• Managed Funds - Commonwealth Bank of Australia, Senior Support Engineer, VBScript, C#, Power BI, MSBI SSIS Package, Splunk, SQL Server 2016/2012/2008/2005, JavaScript, XCOM, Control-M, SSL, and TFS, BIS, MyAdviser, ARM, APE, BEP, AEWS, BASIA, Prospectus order database. RPAY is a commission calculation system used by advisers and dealers to aggregate commission transactions for internal / external advisers and to generate the statements for advisers. MyAdviser is the primary administration interface for the ARM master database. APE and BEP are a validation system for CFS. AEWS is an adviser early warning system and BASIA is a GST calculation tool., Accountable for resolving application issues and restoring the application to business as usual based on the agreed service level agreement between business and HCL., Identify the cause, root cause for the new, existing, and recurring issues in the supporting application through problem records and responsible for deploying the corrective actions., Technical support on SQL & SSIS based applications and enhancements to meet the objectives required by the client., Manage the SQL databases, SSIS and other data packages, ensure robust proactive monitoring and alerting is in place., Leading the team with offshore and onshore to manage risks, issues, and delivery of release., Manage Incidents, coordinate issue resolution and escalate issues as required., Fixed multiple incidents including p2 on priority overnight payment jobs, implementing perfective maintenance and solved critical issues., Attend daily huddle, provide task breakdown, effort estimation and participate in planning activities., Identified missing transactions for the generated statements performing impact analysis and business co-ordination to minimize the failures., Simplifying complex bonus calculation processes to the business for the internal adviser after which the bonus was released on time (1month activity reduced to a week), Collaborated with Product management team/customer and defined detailed requirements documents and functional specifications in CMLA projects., Scheduling and monitoring jobs across multiple environments using Control-M and engage the L3 support for job enhancement., Analysing and providing the resolution for abend jobs in Control-M without impacting the deliverables., Involved in Impact Analysis, Process flow, Validation of Code, test scenarios and test execution results validation. Perform pre-production support activities and post-implementation activities for the deliverables, Perform implementation, TVT during major implementations and obtained UAT/BVT sign-off., Face to Face discussion with clients to ensure all aspects of good design and construction are delivered with Quality., Walkthrough to Stakeholders and building excellent rapport with clients, technical teams, and external contractors by collaborating for providing solutions on the requirements and issues., Conducted Requirements gathering sessions to elicit the business needs for the data segregation and Migration for the BEP project. Involved E2E till deployment., Demonstrated commitment to customer service principles and the ability to be flexible and to anticipate and be responsive to client needs., Onsite Coordinator and responsible for leading the team placed across onsite\offshore., Experienced in level 3 technical support for WM advice applications. Experienced in producing coherent technical proposals, process mapping, application development, deployment, and application support process., Responsible for identifying the cause, root cause and deploying the corrective actions based on Incidents / PM tickets and implementing in production via change records., Proven skills in technical documenting in Confluence as well as creating Service Management Procedures., Extensive knowledge in the Advice applications and have performed critical fit-gap, impact analysis and providing technical consultant and solutioning., Developing and maintaining standard operating procedures, KE for common situations.
• Managed Funds - Commonwealth Bank of Australia, Support Engineer - Senior, VBScript, C#, SSIS Package, Splunk, SQL Server 2016/2012/2008/2005, XCOM, SSL, Accountable for resolving application issues and restoring the application to business as usual based on the agreed service level agreement between business and HCL., Identify the cause, root cause for the new, existing, and recurring issues in the supporting application through problem records and responsible for deploying the corrective actions., Technical support on SQL & SSIS based applications and enhancements to meet the objectives required by the client., Leading the team with offshore and onshore to manage risks, issues, and delivery of release., Manage Incidents, coordinate issue resolution and escalate issues as required., Simplifying complex bonus calculation processes to the business for the internal adviser after which the bonus was released on time (1month activity reduced to a week), Collaborated with Product management team/customer and defined detailed requirements documents and functional specifications in CMLA projects., Involved in Impact Analysis, Process flow, Validation of Code, test scenarios and test execution results validation., Perform implementation, TVT during major implementations and obtained UAT/BVT sign-off., Perform pre-production support activities and post-implementation activities for the deliverables.
• AIG EMEA, Onshore Support Engineer - Senior, VB6, Sybase, Act as the primary point of contact for high-priority incidents, ensuring timely resolution and minimizing downtime for clients., Escalated complex technical issues to senior engineers and collaborated in their resolution., Maintained detailed records of support requests, solutions provided, and client interactions., Assisted in the development of troubleshooting guides and knowledge base articles for common issues., Conducted remote troubleshooting and diagnosis of network and system problems., Collaborated with cross-functional teams, including development and quality assurance, to ensure product stability and reliability., Conduct regular training sessions for support engineers to enhance technical skills and improve customer service., Interface with clients to gather feedback, understand their needs, and provide recommendations for improving product functionality and support services., Participate in the development and testing of new products, providing valuable input based on support insights., Achieved a customer satisfaction rating of 100% through prompt issue resolution and effective communication., Collaborated with the business team to identify opportunities for upselling additional support services, contributing to an increase in support reliability.
• AIG EMEA, Support Engineer, VB6, Sybase, Production Support and resolving the customer reported priority issues by adhering to SLA., Involved in developing the application, creating tables/views, writing queries and stored procedures., Attending business calls with clients/stake holders for updates/enhancements for business development., Understanding functional specifications and system design specifications for client business requirements and developed claims report for Specific Country., Deploying short-term and long-term plans for accomplishment of total solution targets. Monitoring and resolving the issues with Motor Insurance Database jobs., Diagnose and troubleshoot hardware and software problems, resolving issues related to operating systems, applications, and network connectivity., Document support interactions, solutions, and resolutions in a detailed and organized manner., Assist in creating and updating knowledge base articles and documentation to facilitate self-service support for customers., Production deployment for the S3 Application that involves maintenance and coordination with user for AVP testing.

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