PRADEEP RAM
Sydney,NSW
Summary
With over 12 years of IT experience in application support and operations leadership, I have worked in the banking and retail CPG domains.
Currently, I manage a test environment support team at Westpac, overseeing non-prod environment application issues and testing defects
Throughout my career, I have gained hands-on experience with production systems in CBA and AC Nielsen, specializing in Pega case management, decisioning and containerization
My skillset extends to CI/CD, DevOps tools, AWS, and ITIL principles.
Additionally, I possess expertise in system health monitoring, vulnerability scans, infra devices, network devices, and multiple OS environments including Linux, Unix, Windows, and AIX.
With a strong foundation in PL/SQL and shell scripting, as well as proficiency in Agile methodologies, I am well-equipped to contribute to any organization's success.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Application Support Engineer - L2
FinXL IT Professional services
02.2022 - Current
- Manage the Level 2 Application Support team with BT Panorama (product of Westpac)
- Troubleshoot Application and Platform issues in Test and all Non-Prod environments using skills in Linux, Windows server, JavaScript, Avaloq, Cassandra, Oracle PL/SQL, Bitbucket, Chef, Terraform, ICE Workspace, AWS, Splunk, AppD, APIs, other DevOps and ITIL tools
- Ensure sound and stable test environments all the time
- Ensure release testing is not impacted due to issues with non-prod environments and downstream changes
- Manage the environment allocation and bookings for future releases
- Test latest application changes and co-ordinate with stakeholders
- Manage the environment readiness, data refresh and shakedown before commencement of testing
- Fix the environmental issues identified during the regression and progression runs
- Follow SDLC process and support major prod deployments like Avaloq upgrades and Astra migration
- Supports around 14 Non prod environments, which are booked for various testing activities
- Assess, coordinate and PIV all infra, downstream, SNS, F5 and various network changes
- Follow ITIL standards and resolve Incidents, Problems, Change and Jira/Service requests within SLAs
- Keep track of 200+ certificates in the system, renew and deploy them before expiry
- Manage and optimize AWS infrastructure for developers, including memory scaling, provisioning new instances, and ensuring performance and availability
Operations Lead
Tata Consultancy Services Ltd
11.2019 - 01.2022
- Lead an IT Operations team (Customer Engagement Engine support) with Commonwealth Bank of Australia, consisting of huge data and AI to drive customer experiences, customer personalisation and targeted next best conversations (NBCs)
- Ensure allocation of daily NBCs through digital channels like, NetBank, Branch and call centre using Pega’s Decisioning capabilities
- Co-ordinate the Pega release activities in the sprint cycles, performs the risk assessment and understands the technical feasibility in delivering business solutions
- Performed quality control and monitored production efforts.
- Work with application vendor (Pega Systems) on the hotfix management, Pega version upgrade solutions and performance enhancement of inbound and outbound calls
- Ensures the business marketing strategies are delivered every day to support frontline bank staff via batch processing and outbound allocation
- Conducted DevOps tasks and supported CI-CD pipeline configurations using XL release, Octopus, TeamCity and GitHub
- Conducts Non-Functional Tests and suggests performance tuning
- Taken care of vulnerability management in all Infra devices, specifically Linux machines
- Support all platform changes, SCAT and MERT activities in Dockers and Linux servers
- Monitor inbound and outbound calls performance using AppD and Splunk dashboards
- First point of contact from operations to business team and stakeholders
- Effective organizational skills to maintain a consistently high standard of operations in a busy environment
- Have driven and managed large conference calls with business team and maintained effective prioritization and time management
- All the Pega and Platform releases which went into production are successful
- Supported same day NBC delivery, from design to go-live on same day
- Streamlined the delivery and deployment process, widely appreciated by customers
Application Support Engineer - L2
Tata Consultancy Services Ltd
07.2017 - 10.2019
- Provide Level 2 Application Support to Risk in Change application with Commonwealth bank of Australia.
- Responsibility includes handling high priority Incidents, Changes, Service requests, Problem records and SLAs
- Owns end to end Pega deployment into production movement, including code deployment, DSS configurations, utility executions, customized fix for problematic cases, Hotfix installations, etc
- Configure data changes as part of the deployment to enhance functionality of the application
- Investigate case-specific incidents and raise them to the Project team and advice on a permanent fix
- Followed ITIL norms all the time and TCS internally certified
- Monitor the application behaviour and logs after code deployment and inform stakeholders on the environment stability
- Maintain all infra devices from Dev to Prod, co-ordinate with platform team on the vulnerability and patching window
- Maintain the Jira Kanban dashboard and triage issues to the team members
- Lead the team members and keep up the team spirit
- Present monthly status reports to all stakeholders
- Reduction in number of incidents by implementing health checks and configuring Splunk alerts
Application Support Engineer - L2
Tata Consultancy Services Ltd
07.2015 - 06.2017
- Good understanding of Nielsen’s Watch and Buy divisions
- Unix shell scripting and PL/SQL programming
- Fine tune the long running SQLs and suggest enhancements to the daily ETL jobs
- Automate the daily validations performed in the DB layer
- Troubleshooting shell scripts, AutoSys and Cron jobs overrunning issues
- Good understanding of project lifecycle from the conception stage to production support activity
- Able to on board 500+ retailers in the AOD system without any major issues
- Timely communication of status and issues to stakeholders and Management
- Discovering root causes of production issues and fixing the code as a next step of the role played
- Build UAT environments to have a production like replication
- Co-ordinate regression and non-functional tests with Test teams
Application Developer and Support Analyst
Tata Consultancy Services Ltd
08.2012 - 06.2015
- Unix shell scripting and PL/SQL programming
- Involve in scrum activities like spring planning and daily scrum meetings
- Followed Agile norms all the time and TCS certified
- Responsible for customers sales reports for US retail giants like P&G, Kraft, and Mars
- Configure Crontab and AutoSys scheduler jobs
- Worked with Oracle and Netezza servers on the back end
- Identifying the feasibility and implement new PIs
- Timely communication of development status to stakeholders
- Received customers appreciation for fine tuning validations scripts resulted in less execution time
Education
Master of Computer Applications -
SASTRA University
India05.2012
B.Sc Computer Science -
Bishop Heber College
India05.2010
Skills
- IT Application Support and Operations
- Linux, Unix, Windows Server and AIX
- AWS EC2, CloudWatch
- Oracle PL/SQL
- REST and SOAP APIs
- ITIL, Service Now, Jira
- Ansible
- Splunk, AppD, Bamboo, Chef, Octopus
- MS Office, Excel
- Server maintenance
- Dockers
- API integration
- Incident management
- Change Management
- Problem Management
- Network configuration
- Application monitoring
- System administration
- Security protocols
- Scripting languages
Certification
- Pega CSA 8.5 Certified
- Oracle Database SQL Certified Associate
- ITIL Foundation (TCS Internal)
Accomplishments
- Multiple Star of the Month and On the Spot awards for leading the Operations and Support teams.
- TCS Star of the year award for the best stakeholder management.
Hobbies and Interests
- Travelling
- Exploring new places
- Networking
Languages
English
Full Professional
Tamil
Full Professional
Marathi
Limited Working
Timeline
Senior Application Support Engineer - L2
FinXL IT Professional services
02.2022 - Current
Operations Lead
Tata Consultancy Services Ltd
11.2019 - 01.2022
Application Support Engineer - L2
Tata Consultancy Services Ltd
07.2017 - 10.2019
Application Support Engineer - L2
Tata Consultancy Services Ltd
07.2015 - 06.2017
Application Developer and Support Analyst
Tata Consultancy Services Ltd
08.2012 - 06.2015
Master of Computer Applications -
SASTRA University
B.Sc Computer Science -
Bishop Heber College
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