Deepak Thakral
London,United Kingdom
Summary
Senior Technical Consultant with 10+ years of experience in enterprise application support, cloud platforms, and database management. Proficient in SQL Server, Azure, PowerShell, Power BI, and release deployment, with expertise in ITIL-based ITSM, incident management, and process automation. Adept at ensuring high system availability, optimizing performance, and enabling data-driven business decisions.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Senior Support Consultant
NEC Software Solutions UK
Hemel Hempstead, Hertfordshire
05.2023 - Current
- Led end-to-end application support and development initiatives, ensuring high availability, performance optimization, and timely resolution of critical issues across complex enterprise systems.
- Resolved critical SQL Server performance incidents by optimizing queries and automating health checks via PowerShell, improving system performance by 30% and reducing repeat issues by 40%.
- Supported Azure-hosted enterprise applications, configuring monitoring alerts, automating deployments, and achieving 99.9% uptime SLA.
- Led release deployment activities across multiple UAT and production environments, executing automated deployment scripts, validating database changes, and maintaining rollback strategies, reducing deployment errors by 25%.
- Built automation scripts for recurring support tasks (log analysis) cutting manual workload by 35% and streamlining incident triage.
- Lead root cause analysis for highly escalated incidents, collaborating with development, QA, and infrastructure teams; identified underlying defects and deployed long-term fixes, preventing recurrence of similar issues.
- Worked closely with infrastructure and development teams to fix critical issues and identifying potential bugs.
- Collaborated with Business Analysts in identifying client requirements and implementing them to achieve their goals.
Technology Lead
Infosys
Gurgaon, India
06.2022 - 02.2023
- Led cross-functional technology teams to deliver enterprise-scale solutions on schedule with quality code and robust architecture.
- Oversaw full lifecycle of large deployments, including requirement gathering, testing, and production rollout.
- Coordinated stakeholder communication to align expectations and manage change requests effectively.
- Collaborated with DevOps teams to establish CI/CD pipelines, enhancing release frequency and minimising production issues.
- Optimised SQL Server queries and stored procedures for business-critical reporting and analytics.
- Achieved 98% SLA compliance through ITIL-based incident, problem, and change management processes.
- Maintained Confluence knowledge base with SOPs and RCA documentation, reducing onboarding time by 30%.
- Configured Dynatrace alerts for proactive monitoring, decreasing high-severity incidents by 15%.
- Developed interactive Power BI dashboards utilising SQL data sources
Associate Team Leader
Tech Mahindra
Chandigarh, India
02.2021 - 05.2022
- Expertly led team of 2nd line and 3rd line application support engineers for an US telecom giant AT&T.
- Manage the Major Incident and Problem Management processes and perform management of both reactive root-cause analysis and proactive trend analysis using ITIL best practices.
- Monitored performance metrics (e.g. KPIs, error rates, customer satisfaction), provided feedback, and implemented improvement plans that reduced issues by 15%.
- Served as the primary point of contact for database-related issues, effectively communicating with stakeholders to resolve concerns promptly.
- Optimized database performance through query tuning and indexing strategies, achieving improvement in response times.
- Prepared and presented monthly performance reports to senior management, highlighting key metrics and areas for improvement.
- Conducted monthly SLA performance reviews, identifying areas for improvement and implementing corrective actions that resulted in a 15% improvement in service delivery metrics.
Senior Technical Associate
Tech Mahindra
Chandigarh, India
04.2017 - 01.2021
- Supported multiple web applications for AT&T as L3 Production Support Engineer.
- Developed and executed test plans for system upgrades and patches, ensuring compatibility and stability across Linux and Unix platforms.
- Automated system administration tasks using PowerShell, achieving 25% reduction in manual interventions.
- Configured and managed Active Directory environments, overseeing user provisioning and access controls.
- Optimised SQL queries and stored procedures in Oracle and PostgreSQL, reducing query execution time by 30%.
- Collaborated with cross-functional teams to establish KPIs and SLAs, aligning with business goals.
- Utilised JIRA for defect tracking, enhancing issue resolution process and quality of deliverables.
Technical Associate
Tech Mahindra
Chandigarh , India
08.2014 - 03.2017
- Provided 2nd and 3rd line technical support for enterprise applications, utilizing SQL and Oracle to diagnose and resolve data-related issues.
- Executed SQL queries to extract and analyse application logs, reducing recurring issues by 20%.
- Administered Linux and Unix servers, leading to a 30% decrease in system downtime.
- Managed IT incidents through BMC Remedy, ensuring 98% SLA compliance with ITIL best practices.
- Analyzed support ticket trends to implement proactive measures, resulting in a 15% reduction in ticket volume.
Education
Master of Science - Software Systems
Birla Institute of Science and Technology
India 01.2014 - 07.2016
Bachelor of Science - Information Technology
Dehradun Institute of Technology
India 08.2009 - 07.2013
Skills
- Databases: SQL Server, Oracle, T-SQL, Postgres
- Operating Systems: UNIX, LINUX and Windows server
- Cloud: Microsoft Azure (VMs, Monitoring, Pipelines)
- Scripting: PowerShell, Python (Basics)
- Monitoring & Tools: ServiceNow, Dynatrace, Azure Portal, BMC Remedy, JIRA, Confluence
- BI & Reporting: Power BI, Data Visualization, SSRS, MS Excel, MS Report Builder
- Release Management: CI/CD, Azure DevOps, GIT
- Operations: Production Support, Technical Support, Third line support
- Methodologies: ITIL, ITSM, Agile/Scrum
Certification
- Certified Scrum Master (CSM®)
- Azure Fundamentals AZ-900
Projects
- AT&T - Worked with AT&T to enhance and maintain a web-based application facilitating the provisioning and management of 3G and 4G Ethernet services
- Income Tax Department of India - While working with Infosys, I collaborated with the Income Tax Department of India to develop and support the next-generation e-filing portal aimed at reducing Income Tax Return (ITR) processing time from 63 days to 24 hours. The portal facilitates over 2.5 lakh returns filing daily and supports multiple ITR forms, enhancing taxpayer experience and compliance efficiency.
- NHS - Currently working with NHS in health domain to enhance and maintain several critical health screening and registry platforms, including Newborn Bloodspot Failsafe Solution (NBSFS), Screening for Newborn(S4N/NIPE), S4H, AAA, National Joint Registry (NJR), EuroSpine, NVR, NNR etc
Timeline
Senior Support Consultant
NEC Software Solutions UK
05.2023 - Current
Technology Lead
Infosys
06.2022 - 02.2023
Associate Team Leader
Tech Mahindra
02.2021 - 05.2022
Senior Technical Associate
Tech Mahindra
04.2017 - 01.2021
Technical Associate
Tech Mahindra
08.2014 - 03.2017
Master of Science - Software Systems
Birla Institute of Science and Technology
01.2014 - 07.2016
Bachelor of Science - Information Technology
Dehradun Institute of Technology
08.2009 - 07.2013
Similar Profiles
Sannu Saver LoboSannu Saver Lobo
Finance Controller – Finance Shared Service Center Mumbai at NEC Software Solutions UK Pvt Ltd.Finance Controller – Finance Shared Service Center Mumbai at NEC Software Solutions UK Pvt Ltd.
Deepak ThakralDeepak Thakral
Senior Support Consultant (3rd Line Support) at NEC Software Solutions UKSenior Support Consultant (3rd Line Support) at NEC Software Solutions UK
ANANDA SHEKHAR BARMANANANDA SHEKHAR BARMAN
Lead Software Engineer at NEC Software Solutions IndiaLead Software Engineer at NEC Software Solutions India
Faith JohnsonFaith Johnson
Beauty therapist at london school of beautyBeauty therapist at london school of beauty
ASWATHY NAIRASWATHY NAIR
Support assistant at NSS Medical MissionSupport assistant at NSS Medical Mission