SARAN KUMAR

Date of Birth: 13th Feb 1987

Paidi.Kumar1987@gmail.com Marital Status: Married
:+91 9967551712(Mobile) Gender: Male

Summary: -

 Technical expert with overall 11+ years of vast experience in supporting and managing production
application and servers
 Experience in leading team members in a production support or operations group in a high
availability/mission critical environment
 Exceptional strategic analysis, problem solving, issue resolution and decision-making skills
 Experience working within an onshore/offshore support environment
 Strong knowledge in ITIL practices in the area of incident, release, and change and problem
management
 Experience in managing communications across business and technology stakeholders at varying
levels across a medium to large scale enterprise
 Ability to handle high stress and pressure situations
 Flexibility to work during on call and address issues during odd hours and have handled high/ critical
incidents and have resolved the incidents.
 Efficiently and effectively manages work, time, and resources
 Ability to learn new skills quickly with little supervision.
 Have given extensive Production Support on the Tibco Products in various operating systems like
Windows, UNIX and Solaris
 Provided on-call support 24/7 for TIBCO environment ,Production escalations and Working
Experience independently and within the team.
 Involved in performance Monitoring of the services .
 Involved in testing the Features/Changes that aligned for PROD/Replica deployments.

Technical Skills: -

UNIX , Linux and SUN Solaris

Operating Systems:

TIBCO EAI
Products(Administrator,BW,BE,MDM,BPM,EMS,HAW
Middleware Technologies K,RV,ADB,Adapters),Gigaspaces,GEMS Graphical
Administration Tool,SOAP,Kubernetes

Applications Tools HPSM Service Manager, Rational tool, JIRA Admin

tools BMC Remedy.
Scripting Languages and UNIX,SQL queries, ORACLE,SQL developer.
Databases
Organisational Experience: -

Project#1:

 Project : Reliance Jio 4G-Tibco Operations

 Client : Reliance
 Duration : Dec 23rd 2019 to till date

Responsibilities:

 Incident management bound by priorities, reduce the impact of the incident and resolve the
incident by finding the RCA of the incident.
 Involved in the analysis, production support, Report Generation and documentation.
 Attending Incident resolution calls with clients and internal stakeholder.
 Have a level-headed customer-first approach and be passionate about solving customer
issues.
 Determine if an incident needs to be escalated according to priority and severity of issue
 Monitor the Incidents and manage workload in their respective queues to ensure that client’s
SLAs are met.
 Understand and manage client expectations to ensure strong client service and satisfaction
 Communicate with the customer on the status and provide regular progress updates by
Attending Incident resolution calls with clients and internal stakeholders
 Work with respective support teams for Incident investigation, diagnosis and resolution
 Have a strong aptitude for learning new technologies and understanding how to utilize them
in a customer facing environment
 Management and Analysis of SMC (Super Mission Critical) Processes like E-Recharge, ODS.
 Management and Analysis of Most of the Revenue Generating Business like CRM, I-Care,
Billing etc.
 Providing Production support for planned event, release/change management and
deployment activity.
 Involved in process development, bug fix and unit testing.
 Analysis of change Request and finding out the dependency with related system and
prepare the action plan for the related change Request.
 Providing application troubleshooting Support.
 SPOC activities, involved in application migration from offshore.
 Co-Ordinate with development Team and Business Team for any issue, enhancement and
improvement.

Project#2:

 Project : Vodafone Sumeru

 Client : Vodafone
 Duration : Aug 3 2018 to Dec 2019

Description:
 Vodafone has focused on developing a dedicated customer service attitude, which
 perpetuates the creation of a large and fast growing service network along with product and
service initiatives aimed at enhancing customer convenience. One of the key aspects of the
company’s business approach has been to sharply segment customer offerings and deliver
differentiated products & services to be relevant. Vodafone wishes to embark on a business
transformation that requires to replace CRM system for all lines of businesses (Retail, VBS,
Wi-Fi) with a view to preserve the positive experience of the existing services.

Responsibilities:

 Used joins and links to display the required fields from different tables in one applet.
 Incorporated validations and enforced business rules within the Siebel business components
using BC User Properties.
 Created Workflow Policies and workflow policy columns to meet the business requirements.
 Created some custom business service for custom functionality as per business needs.
 Provided instant resolutions for issues.
 User clarifications and fixing incidents within SLA.
 Interacted with designers for end to end functionality to get clarity on issues.
 Done the Reprocess the failure functionalities due to the environment issues.
 Tracking the incident failure causes and fixes for further reference.
 Provided fix for more complex issues.

Project#3:

 Project : Reliance Jio 4G - Tibco Operations.

 Duration : May2016- July2018

Description :

TIBCO is a middleware layer where various Applications are connected to each

other with the most important utilities of TIBCO like IMs, BWs, EMSs, etc. This serves as the
backbone of Telecom. The TIBCO system allows clients to communicate via various protocols
which give them flexibility of accessing the system with their own interest and familiarity. It
acts as facade between consumer applications written in Java/J2EE/Any other web
applications and system of records like Mainframes, ODS (Oracle) etc. It provides flexible
Service Oriented Architecture using web services, topics, queues and adapter of different
system of records. Production supports of Jio products like sim, fttx, LTE-ODU, mnp, mifi
orders and many more. the technical and functional issue during Testing phases of products

Responsibilities:

 Incident management bound by priorities, reduce the impact of the incident and resolve the
incident by finding the RCA of the incident.
 Involved in the analysis, production support, Report Generation and documentation.
 Management and Analysis of SMC (Super Mission Critical) Processes like E-Recharge, ODS.
 Management and Analysis of Most of the Revenue Generating Business like CRM, I-Care, Billing
etc.
 Providing Production support for planned event, release/change management and deployment
activity.
 Analyzing the system specification.
 Involved in process development, bug fix and unit testing.
 Testing, Production Support.

Project #4:
 Company: Infogain India Pvt Ltd
 Client: Vodafone Essar,
Description:

Vodafone is a leading telecom service provider in India and overseas. . Vodafone has 23
circles to provide mobile services and CRM (Telecommunication Module) has implemented for
call centre. The project consists of providing support & enhancements for Oracle CRM
Application for Vodafone.

Responsibilities:

 My role is L2 support engineer.

 Resolving the tickets based on SLA
 Working knowledge of Monitoring tools...
 Executing the scripts which are related with application.
 As a team member, was a Oracle Apps Technical resource, responsible for:
 Customer Upload (TCA Trading Community Architecture) and BSCS module related issues
using core SQL, PL/SQL.
 Customer Upload and UPSS module related issues using core SQL, PL/SQL.
 Creating Groups and roles according to the client requirement
 Coordinate with Circles, Business team, Vodafone IT and other Vendors
 Coding in Oracle PL/SQL, which includes queries, cursors, procedures, packages, functions,
triggers required for daily issue resolution. Creation of Views and synonym pointing of
Materialized views required for daily customer uploads.
 Configuration of rule builders using APIs according to various matrix provided by the users.
 Configuration of profile checks with creation of profile variables, configuration of Dash Board
Groups and assignment of profile checks.
 Change request movements from Test instance to Production instance after their UATs.
 Extensively involved in Trading Community Architecture module, where in, changed the
architecture by replacing Materialized Views by Data Mirrored objects for performance
enhancement.
 Formatting of data, for uploading it in CRM database through APIs which is part of TCA module.
 In depth analysis of the recurring issues and fixing the same
 16*7 support of CRM Application by resolving tickets raised by End Users for CRM issues
 In depth analysis of the recurring issues and fixing the same

Education:
 Master of Computer Applications (MCA) 72% from Osmania University, Hyderabad.
 Bachelor of Science (BSC) 73% from Sri Venkateswara University, Tirupati.
 Intermediate (MPC) 66% from Board of Hyderabad, Andhra Pradesh.
 SSC 61% from Board of SSC, Andhra Pradesh.

Personal Vitae

Date of Birth : 13th Feb, 1987

Languages Known : English, Hindi and Telugu.

Saran Kumar
8928443390