Rajpandiyan Ramakrishnan
Sr. Application Support Specialist
Halifax,NS
Summary
Results-oriented Senior Production Support Specialist with 14+ years leading 24x7 teams for mission-critical financial trading, regulatory reporting, and RPA platforms at Citi and BMO. Expertise in ITIL incident/problem/change management, proactive ITRS Geneos monitoring, SQL/Oracle root cause analysis (RCA), disaster recovery (DR) ownership, and automation to achieve SLAs, reduce downtime, and ensure regulatory compliance. Proven in high-pressure capital markets environments supporting front-office traders, middle office, and global stakeholders.
- · Effectively managed and Lead a team of 8+ members ensuring successful delivery of 24x365 Support offering on rotational basics and achieved of service level agreements.
- · Have good knowledge of the project lifecycle and Provided technical solutions to management on complex systems integration, compatibility, expandability, ease of use, and multiple platform issues. Excellent hands-on knowledge of Unix, Linux and Oracle environments
- · Worked closely with business clients understanding priorities and impact and provide timely and accurate reports to management and end-users on status of critical systems processes and reports.
- · Have established enhanced coordination with client, vendors, partners stakeholders and cross-functional teams to determine customer requirements and business processes to deliver effective and sustainable training to users.
Overview
14
14
years of professional experience
3
3
Certification
Work History
Sr.Production Support Specialist
CITI Financial Services (Regulatory and Data services )
Mississauga, ON
02.2020 - 06.2020
- Worked as a Production Support Specialist in Citi’s Regulatory Support Team, The Regulatory Support team is tasked with the responsibly of ensuring both the stability and data quality of our Regulatory platforms, ensuring that Citi meets the highest standards of compliance with external regulators globally.
- Responsible for Performing BAU activities like withdrawing and replaying trades as per requirements from Businesses and Front offices.
- Responsible for Monitoring the flow of trades into Citi’s regulatory applications from different sourcing systems and Ocean.
- Monitoring ITRS for all the sourcing system, flows and dependency jobs including Autosys.
- Perform EOD checkouts for different applications based on SLA and sourcing status using Mongo DB.
- Involved in weekend releases and change activities with Dev and DevOps using Udeploy.
- Involved in weekend on call support for multiple regulatory applications including migration and monitoring the applications.
- And participate in Disaster Recovery testing.
- Perform post release checkouts after application releases and infrastructure updates and develop and maintain technical support documentation.
- Investigate and resolve complex technical issues with business application understanding and assist in troubleshooting and issue resolution across development, support and technical business users.
- Responsible for handling user related queries, and follow-up of technology incidents via Service-Now application that impacts Regulatory obligations, and preventative detection of issues.
- Lead and drive weekly calls with Front and Middle office teams to on how to reduce the Negative Acknowledgment on various trade asset classes.
- Perform impact analysis and lead communication with senior business and technology partners.
Sr.Production Support Specialist
CITI Financial Services (XiP & Margin support )
Mississauga, ON
12.2019 - 02.2020
- Worked as a Production Support Specialist in Citi Financial Services group provides technical and business support for Citi’s Primary Risk platform Products and Margin application, providing risk calculation and maintenance for Trading, Sales, Middle Office and Operations, encompassing Rates, Credit derivatives trade and risk flows, Cash Bond / Swaps trading and Mortgage-Backed Securities.
- Support all aspects of Cash derivate, Credit, Municipals, MBS trade and risk flows including SOD/EOD/Intraday risk and regulatory reporting, and raise problems to appropriate technology and business teams, while adhering to Service Level Agreements and Act as a liaison between users/traders, interfacing internal technology groups and vendors.
- Experience working with and supporting CA Technologies Workload Automation AE in with both UNIX and Windows environments.
- Advance Knowledge of Autosys scheduling techniques in a distributed environment created JIL and updated existing jobs, calendars, resources, variables, and other components.
- Provided technical assistance for the development and maintenance of Autosys and related scheduling solutions.
- Participate in application releases, from development, testing and deployment into production and perform post release checkouts after application releases and infrastructure updates
- Perform start of day checks, continuous monitoring of application and underlying infrastructure and regional handover at end of day. Assist with planning and testing of application, configuration and database changes, and installation of upgrades and patches and update production support documentation
- Promptly schedule release new applications in a timely manner, reduce change execution times by planning implementations with parallel work streams (while working with stakeholders as appropriate).
- Supporting execution flow and interaction with Business, Vendor and exchanges globally to manage production issues and the problem management process relating to them
- Investigate and resolve complex technical issues with business application understanding.
- Managed communication and escalation of issues with strategic customers with sales management ensuring successful resolution and minimizing customer impact.
Technology Consultant / Sr Helpdesk Analyst
BMO financial group ( WorkFusion RPA Production support )
Virtusa Corporation
09.2018 - 10.2019
- Worked as a Technology Consultant / Production Support Specialist in BMO performing the development of teamwork plans and providing technical solutions to management on complex systems integration, compatibility, expandability, ease of use, and multiple platform issues.
- Familiar with systems management concepts, processes & standards, capacity/performance management & tuning, and storage & network management
- Analyze production issues to determine root cause and provides fix recommendations to the development team
- Assist with planning and testing of application, configuration and database changes, and installation of upgrades and patches and update production support documentation
- Develop, implement and/or improve the application production support knowledge management repository(s) to ensure all are documented, process & procedures are clear and periodic reviews are conducted.
- Assists in development of teamwork plans Monitors/updates teamwork plans
- Daily management of performance and related performance metrics to ensure accomplishment of performance goals
- Familiar with systems management concepts, processes & standards, capacity/performance management & tuning, and storage & network management
- Maintains communication with Workstream Lead(s) and Workstream Business Process Champion and Managers to Manage day-to-day team activities
- Responsible for providing technical and management guidance to all departments and work closely with development teams to ensure compliance
- Analyse production issues to determine root cause and provides fix recommendations to the development team
- Assist with planning and testing of application, configuration and database changes, and installation of upgrades and patches and update production support documentation
- Assist with troubleshooting and issue resolution relating to current applications, aiding the development
- Champion and promote service improvements on an ongoing basis to continually improve the quality of services delivered and customer satisfaction
- Consult with users, management, and technical personnel to clarify business issues, identify problems and suggest changes/solutions
- Coordination of work activities involving TI, Data Centre, DBA’s, Local and Global Technology teams
- Create, develop, and track solutions to application errors reported in service now ticketing tool
- Develop, implement and/or improve the application production support knowledge management repository(s) to ensure all are documented, process & procedures are clear and periodic reviews are conducted
- Diagnose connectivity issues relating to middleware across multiple database sources
- Manage and coordinate hot fix and maintenance releases
- Perform compliance and audit functions which includes meeting with auditors and presenting application functions and reports being audited
- Provide ongoing internal reporting of performance measures and service levels
- Provide support to the business during day-to-day activities and ad-hoc requests
- Support applications in production. Note interruptions or bugs in operation and perform problem solving exercise to determine problem and ensure continued use of the application
- Trouble-shooting production incidents requiring detailed analysis of issues on web and desktop applications, Business Processes, and databases
- Analyzing, documenting and reengineering business processes in scope for automation and robotics
- Foster Teamwork: Work cooperatively and effectively with others to set goals, resolve problem, and make decisions that enhance organizational effectiveness
- Organize: Set priorities, develop a work schedule, monitor progress towards goals, and track details/data/information/activities
Technology Consultant / Production Support Specialist
Bank of Montreal (GPO Production Support)
Virtusa Corporation
03.2015 - 09.2018
- Worked as a Technology Consultant / Sr Helpdesk Analyst in BMO performing production support activities for 31 application for BMO financial group capital markets and trading application on system functionality and processes required Accord and internal business use.
- Performed service account password renewal through change requests in service now.
- Have good understanding on all the database components, and their dependencies and integration processes (mainly Oracle databases and MS SQL Server)
- Responsible for general database support, including the daily system health check, batch process monitoring and issue fixing, and software maintenance along with IT Infrastructure resources.
- Monitored Rolfe & Nolan and ION back office system feeds for exchange-traded products and PLRS reports generated from the Rolfe and Nolan feeds.
- Escalate to appropriate team to resolve any financial data issue that occurs and regenerate any incorrect files.
- Trouble-shooting production incidents requiring detailed analysis of issues on web and desktop applications, UNIX servers, Autosys batch jobs, and databases.
- Support application releases requiring execution of Autosys jobs, UNIX and database script execution as well as interfacing with business teams.
- Responsible for adding creating new users, groups and setup home directories with access restrictions.
- Diagnosing and monitoring performance and network related issues using PS, top, netstat and Remote administration of manageable routers and switches with telnet and Ssh
- Supporting business users, functional teams and technical data consumer users, such as providing database information, training users, helping the data search and mining needs, and troubleshooting database related issues for consumer applications
- Supporting full transaction processing cycle for Derivatives products from transaction entry through statement creation in the GMI/SunGard application.
- Provide application support on GMI/SunGard back office application (in/out of office hours) and Running, monitoring and supporting the night batches.
- Update the Autosys Job List, which include holding, inserting and deleting the job as for the month batch.
- Analyse the issues reported by users by logging into remote servers using SQL, investigate issue, and provide solutions/clarification/root cause.
- Monitored multiple servers using Scom tool and data refresh activities with prod to lower environment update and provide statically real time reporting.
- Experience working with and supporting Autosys in both UNIX and Windows environments.
- Advance Knowledge of Autosys scheduling techniques in a distributed environment created JIL and updated existing jobs, calendars, resources, variables, and other components.
- Actively working with Change Team to implement changes and review them (implementing the job in Autosys and ID Vaulting).
- Resolving basic technical errors in the Oracle and SQL databases and ensuring that the bugs are removed successfully
- Coordination of work activities involving TI, Data Centre, DBA’s, Local and Global Technology teams
- Provided technical assistance in monitoring, failover and recovery of WebSphere Environment for availability, scalability, maintainability and WLM Workload Management using cloning, clustering, and experienced in handling multiple application server nodes using WebSphere Application Server Network Deployment Manager.
- Provide support during both disaster and business recovery by defining documentations and test plans for the process and active Participation in coordination with the application and business stakeholders on Disaster Recovery activities.
- Performed DBA activities like Monitoring backup and restoring of databases.
- Working with the Application Team in solving the issues with Batch jobs, and Long-running queries by Checking Alert Log errors and to take necessary actions to rectify them
- Ensuring that storage, archiving, backup and recovery procedures are followed properly
- Constant Interaction with other infrastructure teams – Server, Backup & Storage, and Applications team to ensure effective and efficient project delivery.
Software Engineer /Application Support Analyst
Hamilton County Public Health (Clinical Informatics Application Support)
Binsoft Techno Solutions
01.2012 - 03.2015
- Worked as a Software Engineer / Support Analyst where I assume ownership of problems and ensure timely and competent support of user community regarding daily problem solving.
- Assume ownership of problems. Ensure timely and competent support of user community regarding daily problem solving. Decide on best problem solution.
- Work closely and follow-up with other teams on the resolution. Initiate and collaborate with Information Technology to solve support- and product-related technical problems. Use own discretion to chair/drive the necessary changes in business processes. Ensure information flow to user group.
- Support user responses to regulatory inquiries. Increase attention and immediate support for distinguished “high priority” trials.
- Ensure all scheduled jobs, extracts, file transfers and other activities occur on time and successfully in EDCODM tool.
- Use SQL commands to Select and Update production databases as required, Diagnose SQL errors and work within existing Change Control procedures to define, request, and execute changes in Production systems.
- Use Service now to Receive Incident and Service Request tickets, log into Service Management (servvice-now.com), and follow standard operating procedures to document and resolve issues. Involve Information Technology staff, as appropriate.
- Connect to Linux servers and navigate through the file system to file availability.
- Update Incident and Service Request in service now and advise submitters of actions taken to identify issues and issue resolution.
- Provide general technology support services for both internal and external clients, ensuring overall customer satisfaction and total resolution of each support incident
- Monitor computer system processes, identify issues, and resolve if able to do so. If unable to resolve, advise appropriate technical staff to ensure accurate, timely, and efficient internal systems processing.
- Provide escalation, technical, and developer support for production issues for customers.
- Ensure the accuracy of the production issue database, by entering, maintaining, and verifying data for software bug fixes and feature requests.
- Collaborate with developers to analyze and classify change requests and review and evaluate possible enhancements.
- Perform system testing on production changes to ensure accuracy of processing prior to implementing changes in production environment.
- Preparing and modifying document as necessary for the process for the update version.
- Tested troubleshooting methods, devised innovative solutions, and documented resolutions for inclusion in knowledge base for support team use.
- Conducted regression testing, analyzed results and submitted observations to development team.
- Researched, designed and implemented scalable applications for information identification, extraction, analysis, retrieval and indexing.
Education
Bachelor of Engineering - Electronics & Communication
Anna University
Chennai, India11.2010
Skills
- Problem Solving
- Collaboration
- Time Management
- Handling Pressure
- Creative
- Adaptability
- Strong Work Ethic
- Critical Thinking
- Leadership
- Team Player
Certification
- Oracle Certified Associate
- WorkFusion RPA - IT Support Specialist
- AWS Solution Architect
Technical Skills
Language
- SQL
- Linux
Ticketing Tools
- BMC Remedy
- Service now
- JIRA
Monitoring Tools
- Autosys
- Windows Scheduler
- Control – M
- Intellimatch Scheduler
- ITRS Netagent
Database
- Oracle 9i/10g
- Sql Server
- Mongo DB
RPA Tools
- WorkFusion 8.2 & 8.4.4,
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Websites
Timeline
Sr.Production Support Specialist
CITI Financial Services (Regulatory and Data services )
02.2020 - 06.2020
Sr.Production Support Specialist
CITI Financial Services (XiP & Margin support )
12.2019 - 02.2020
Technology Consultant / Sr Helpdesk Analyst
BMO financial group ( WorkFusion RPA Production support )
09.2018 - 10.2019
Technology Consultant / Production Support Specialist
Bank of Montreal (GPO Production Support)
03.2015 - 09.2018
Software Engineer /Application Support Analyst
Hamilton County Public Health (Clinical Informatics Application Support)
01.2012 - 03.2015
Bachelor of Engineering - Electronics & Communication
Anna University