Hari Shankar Annadurai
IT Service Engineer
Summary
Accomplished IT Service engineer with progressive experience in application support and consulting, system integration, and optimization, full life cycle development, IT operations, and business analysis seeks a position capitalizing on the ability to contribute to innovative design, configuration, support, project management, break-fix, business, and compliance initiatives.
Overview
9
9
years of professional experience
3
3
Certifications
Work History
IT Analyst
Tata Consultancy Services Ltd
11.2015 - Current
- Provided expert support, troubleshooting complex technical problems for end-users in a timely manner
- Build and support ETL, SQL & PL/SQL, Windows, Unix scripts-based batch jobs for various elements of the applications including data provisioning for SMS/Letters/IVR/Dialer systems
- Manage SSL certs and maintain certificate gardening calendar to periodically renew
- Lead technical war room for recovering live service issues and batch issues impacting critical path/data availability, including out-of-office hours support
- Responsible for root cause analysis for high severity issues, issues impacting batch critical path, and service availability
- Coordinate with infrastructure teams/upstream and downstream systems/third parties according to the nature of the development work/system issues
- Upkeep the documentation based on the live service recovery and learning from root cause analysis
- Review controls periodically and report to auditors
- Enhance controls based on compliance requirements
- Identify and call out any service risks/technology risks/currency risks to stakeholders and plan for appropriate remediation
- Maintaining operations and business continuity measures (Disaster Recovery) planning, coordinating, and testing
- Periodic reporting of service, SLAs, KPIs, and improvements/reduction plans to client counterparts in service and engineering stakeholders
- Dash-boarding of application and batch KPIs with tools like Dynatrace, Service Now and Power BI
- Proactive change management to reduce change-related service impact
- Close working relationship with business to understand pain areas and come up with mitigating procedures and strategic enhancements
Education
Bachelor of Engineering - Electrical And Electronics Engineering
SRM Valliammai Engineering College
Chennai, India 08.2011 - 2015.05
Skills
IT Troubleshooting
Certification
AZ-900: Microsoft Azure Fundamentals
Languages
Tamil
Native language
English
Proficient
C2
Accomplishments
- Risk Mitigation: Optimized database utilization to sustain organic growth
- Cost Savings(160K p.a): Proposed, completed POC, rewritten pipelines and version upgraded/migrated Pentaho ETL Tool from Enterprise edition to Community edition.
- Batch Improvements(Run times reduction by 3 hours): Introduced table partitions, added/optimized indexes and associated ETL changes, identified potential bottlenecks in ETL flow.
- Customer Journey Improvements(40% reduction in breakouts): Analyzed, identified and fixed data issues in IVR journey which improved customer experience while calling the line and reducing call breakouts to agents.
- Other Enhancements: Automation of back office activities using ETL. Introduced additional proactive monitoring/alerting for various components of the application. Dashboarding application and batch KPI's with PowerBI/Dynatrace.
Software
C&R Debt Manager
Pentaho Data Integration
IBM UrbanCode Deploy
Dynatrace
Power BI
ServiceNow
Git/Github
Jenkins
Confluence
JIRA
NICE Actimize
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
IT Analyst
Tata Consultancy Services Ltd
11.2015 - Current
Bachelor of Engineering - Electrical And Electronics Engineering
SRM Valliammai Engineering College
08.2011 - 2015.05
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