Ankur Jain

About Ankur Jain

IT Application Support Specialist with over 20 years of experience supporting, maintaining, and optimizing mission-critical enterprise applications across diverse industries- Continuous growth in knowledge, excel in innovative tech application, interact, and share with team members and colleagues, and develop state of art solutions to real world challenges and ensuring high-quality operational delivery- Proven leadership in Production/Application support activities, including Incident & Problem Management, Change & Risk Management, Monitoring, BCP/DR/HA tests, Defect Analysis- Have handled wide range of responsibilities comprising of AVP/Senior Manager, Lead Support Engineer, Technology Analyst, System Analyst, Technical Specialist, and support personnel- Proactively monitoring and optimizing system performance, swiftly responding to issues, leading root cause analyses, and implementing long-term solutions to prevent recurrence. Continuously striving to minimize service disruption and maximize uptime- Interacted directly with Business User and Client for understanding their requirements and do provide 24x7 support wherever needed- Self-starter and an effective team player having good problem-solving capabilities and ability to respond positively to varied situations. Ability to work in a team as well as an individual with excellent communication skills- Delivering advanced expertise and strategic input into operational design, process optimisation, and best practices. Driving efforts to enhance operational scalability, long-term stability, and overall efficiency- Maintaining and improving operational documentation, including configuration details, processes, and best practices. Promoting a culture of continuous improvement and knowledge sharing within the team- Contributing to the organisation’s mission of delivering resilient, high-performing technology services to its customers, while actively embracing the DevOps philosophy of continuous improvement, agility, and innovation- Worked collaboratively with different teams to achieve business excellence and service delivery.

Experience

1. Lead Support Engineer (AVP)

   Cuscal Limited

   Jan 2023 — Present · Sydney, AU

   Currently working on same SOW of Cuscal Limited through TAO Digital India (AVP)- Administering and supporting systems include API’s (SOAP & REST), Portals, Mobile Apps, Apple/Google/Android Pay- Administering and supporting java applications, J2EE Web Applications, Apache HTTPD, Tomcat, Microservices, Splunk, IIS, IBM MQ, IBM WebSphere, HTML and Java Script- Administering and supporting systems with CI/CD and DevOps principals and technologies such as Docker, Bamboo, Git, Microservice, AWS, Jira, and document management systems- Develop and maintain Service Improvement Plans at the enterprise application or product stream level to drive continuous improvement and operational excellence- Conduct thorough root cause analysis (RCA) in alignment with Problem Management policy, engaging with relevant stakeholders to ensure comprehensive issue resolution- Cultivate strong relationships with key stakeholders and partners to foster collaboration and ensure alignment on service delivery expectations- Ensure governance and compliance, contributing to the enforcement of standards, policies, and best practices defined by the engineering practice- Participate in service reviews, presenting SLA, KPI, and other operational data to evaluate service quality and identify improvement areas- Participate in change and release management processes, ensuring minimal disruption to environments and outages are implemented in agreed maintenance windows- Ensure documentation quality and accuracy, maintaining up-to-date knowledge resources for support and development operations- Automate operational tasks and processes to enhance efficiency and reduce manual intervention in day-to-day support activities- Collaborate with team members to set clear OKR’s and expectations, providing regular feedback, evaluating performance, identifying areas for improvement, addressing skill gaps, and helping team members to grow and develop their careers.

Education

• IES IPS, Indore

  Bachelor's degree, Computer Science

  2001 — 2005

Skills

• Business Objects
• Problem Management
• Pl/Sql
• Xml
• Team Leadership
• Management
• Ownership
• Microsoft Office
• Html
• Software Development Life Cycle (Sdlc)
• Shell Scripting
• Stakeholder Engagement
• Risk Management
• Unix
• Windows Server
• Itil V3 Foundations Certified
• Payment Systems
• Oracle
• Power Center
• Requirements Analysis
• Git
• Informatica
• Unix Shell Scripting
• Wintel
• Technical Support
• Business Analysis
• Autosys
• Trading Systems
• Message Broker
• Nagios
• Mysql
• Investment Banking
• Bamboo
• Release Management
• Production Support
• Websphere
• Web
• Incident Management
• Microsoft Sql Server
• Etl