Anooradha K

I am a well-seasoned application support Engineer, with experience in troubleshooting technical issues, resolving user inquires, and ensuring smooth application functionality.  I can effectively communicate with users of all backgrounds and deliver exceptional customer service and adept at managing escalations and contingency planning.  Experienced in providing end-to-end support, maintaining detailed documentation, and collaborating with developers to ensure problem resolution.  Excel at resolving complex issues, leading teams, and mentoring junior colleagues.  I have a career break of 4.5 years (September 2019 to date) embarking on a journey to spend time with my family and to be actively present in my child’s formative years.  Concurrently, I utilized this period in upskilling in cloud computing and learning Generative AI, keeping my skillset current and relevant.

 Performed debugging and modiÞcation of existing DB objects for defect Þxing during the SIT phase.  Played a key role in Oracle 12c upgrade involving regression testing, code Þxing, and data defect handling. Tasks and test cases were assigned and tracked in TFS.  Led a team to develop control-m jobs for end-of-month activities which automated manual steps improving overall efÞciency.  I also replicated Production issues in DIT and delivered Þxes as part of problem known errors, analysed problems in the production/test/development environment, and proposed enhancements/code improvement.  Conducted disaster recovery testing to evaluate application resiliency, time taken to recover the applications and resume operations, and evaluated load capacity on DR nodes/servers.  Involved in the maintenance of control that included adding new jobs and removing redundant or obsolete jobs.  Coordinated with the program team and business for post-production monitoring and coverage after releases.  Involved in project weekly meetings and coordinated with onshore and offshore teams.  Handling production outages effectively and documenting the root cause with solutions and suggestions.  Managed an application team that monitored and tracked the progress of open issues and ensured SLAs are adhered to.  Authored technical documentation and user manuals for applications.  Reviewed Incident Management metrics for service quality and customer satisfaction.

Delivered application enhancements and code Þxes on time with agreed quality.  Provided transition to the Application support team and documented support knowledge base with changes performed on the application and suggested improvements.  Contributed to incident reduction by delivering code Þxes and revisiting monitoring alerts.  Involved Incident, release, change and conÞguration management.  Provided technical support to the team, managed crises, and escalations.  conducted regular reviews with the business to understand their changing needs and accordingly align our team.  Participated in review of access accounts and roles/privileges assignment to track and authorize as per the usage needs of the support team, business team, testing team, and needs within applications.  Drove, participated, and co-ordinated audit readiness and compliance.

Bachelor of Engineering in Information Technology (2001 to 2005) SRSIT College, Bangalore