N THIRUPATHI Bangalore, Karnataka

Mobile: +91 – 8688242919 E-Mail: thirupathin255@gmail.com

APPLICATION/PRODUCTION SUPPORT ANALYST

Location Preference: Bangalore, Chennai, Hyderabad

Objective:

To join an Organization and secure a responsible career opportunity to fully utilize my skills, while
making a significant contribution to the success of the company.

SUMMARY OF EXPERIENCE

 Having 5+ Years of experience in L2 Production Support and Enhancement.

 Experience of ITIL best practice around the IT Service Support processes.
 Providing proper solution to tickets and managing SLA
 Experience on Incident management, change management, Problem management and Major incident
management
 Monitoring Applications through Alerts notified via xmatters which are triggered from Splunk,
Dynatrace and Grafana dashboards and take Appropriate Action to resolve them by involving
Bridge calls.
 Working knowledge on application issues and troubleshooting the issue on any fallout
 We are responsible to troubleshoot the issue face by different stack holders and helping them to
resolve the issue faced by candidates during the Business events
 Providing the Root cause analysis for the traders and users with the help of Application Tools
 Supporting 24/7 to the client to various servers like Dev, ITG, PRD servers
 Excellent in interacting with vendors, understanding the technology/Product lifecycle, follow end-of-life
and Provide recommendations for changes.
 Good exposure on troubleshooting issues related to production issues.
 Knowledge in shell scripting.
 Polished leadership skills with ability to motivate teams to increase productivity.
 Prepare the product document as per the requirements
 Helping to team members on issues
 Hands on Experience like Apache, Tomcat, IIS Servers Platforms
 Resolving the escalations as per priority and providing solutions to customer

PROFESSIONAL EXPERIENCE

Project: VCC.
Client: Capgemini Technology Services India Ltd
Tenure: April 2020 to June 2022
Team Size: 10
Role: Senior application/production Support Specialist

Description: As part of the Manufacturing client, our objective is to develop the APIs which provide day
to day production figures from factory, different key performance indexes and interacts with the other
production systems to send and receive data, Volvo Cars Corporation with an application VCATS is a
production critical class –A, COTS application which is completely data driven and responsible for
vehicle configuration and testing.
Responsibilities:
 Interact with customers and business users for the issues
 Assisted customers with more complex and priority technical issues requiring a greater level of
personalized care
 Troubleshooting & problem solving
 Interact with application vendor on technical and report bugs
 Trained all incoming junior tech support specialists
 Supported for multiple critical issues during out of office hours
 Supported team members and provided technical solutions for the issues
 Solved most of the tech support tickets without needing to escalate to next level support

Tools/ Technologies: Service Now (Ticketing), Salesforce, Postman, Dynatrace, Splunk, xmatters.

Project: Walmart – MarketPlace Seller Center Techops Support.

Client: Walmart
Tenure: June 2022 to May 2023
Team Size: 40
Role: L2 Technical Operations support Analyst

Description: Seller canter application is Walmart’s’ marketplace platform for all the 3rd Party sellers to
sell their products on Walmart ecommerce website. Sellers can manage their Item, Inventory, fulfilment,
pricing and promotions, Orders, Returns and Payments via seller canter. Sellers can also reply back to the
queries from customer support and customers via message canter in seller canter. It also provides various
dashboards to monitor the seller performance and other Growth opportunities.

Responsibilities:
 Monitoring Application through Alerts notified via xmatters app which are triggered from Splunk,
Dynatrace and Grafana dashboards and take Appropriate Action to resolve them
 Working on the Tickets Received from L1 Team and resolving them on Time as per SLA
 Performing Monthly retrospective analysis on the Tickets to identify the critical and repetitive
issues and work with dev teams to reduce the issues
 Participating and driving MIM (Major Incidents) \Outage call whenever any critical issue occurs
 Escalating issues to Senior Management on level-based escalation matrix and send Notifications
in regular intervals
 Create and update production support documents in confluence and provide KT Sessions to New
Team Members.

Tools/ Technologies: Jira, Service Now (Ticketing), Salesforce, Postman, Grafana, Dynatrace,
Kibana, Splunk, xmatters, Slack.

EDUCATION DETAIL

M. Tech, 2008-2010: JNTU University, Anantapur - 80%

B. Tech, 2003-2007: Narasaraopeta Engineering College, Narasaroapeta - 62%

TECHNICAL Skills
 Operating Systems: Windows & Linux (Redhat) / UNIX.

 Tools/ Technologies: Jira, Service Now, BMC Remedy (Ticketing), Dynatrace, Splunk, Grafana, Salesforce,
Postman, Kibana, xmatters, Slack.

PERSONAL DETAILS
Full Name : N.Thirupataiah

Date of Birth : 04.04.1986

Gender : Male

Language Proficiency : English, Telugu, Hindi

Address : 21-2-178-B,Satyanarayana puram, Tirupati, 517501.

DECLARATION

I hereby declare that all the statements made in the Resume are correct to the best of my knowledge and belief. I would
be obliged if I am endowed with an opportunity to serve your esteemed company.

Place: Bangalore
Date: N THIRUPATAIAH