Sathish Ranganathan
Principal Support Engineer @Protegrity
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WORK HISTORY
Principal Support Engineer @Protegrity
London, GB
Responsible for the day-to-day leadership of Tier 2 Support Engineers including, hiring, training, and developing a highly qualified team with focus on the customer experience, skills development, high productivity, resource scheduling, employee morale and team motivation. Support the implementation of Protegrity Data security solutions. This will involve Protegrity and third-party products i.e. Databases (Oracle, MSSql,Teradata,DB2), Operating systems(Windows & UNIX), Programming (Java, Python.Net & c++), web services (SOAP, REST, HTTPS), Cloud (AWS, Azure, Google cloud), Snowflake, Big Data (Hadoop, Hive, Pig, Spark), HSM (Safenet, Utimaco), Thales Cloud HSM etc. and some custom development. Worked closely with Customer Success Managers to build and enhance client relationships and ensure the provided support SLAs meets (and exceeds) the client’s expectations. Worked closely with Professional Services (Project Managers, Solutions Architects) to assist implementation of Protegrity solutions Worked closely and efficiently with other support members and technical teams to meet and exceed personal and team KPIs Handled Customer escalations, Troubleshooting, fine-tuning solutions and analyzing issues providing technical support and expertise to customers in a 24x7 support structure to meet business objectives by leveraging Incident, Change & Problem management using Salesforce, Jira and Protegrity web Portal. Creating test platforms to provide complete coverage of supported systems and configurations. Successfully participating in all installation engagements involving with supporting the Field delivery and Presales Teams Manage and lead a team of 2-3 resources including training new hires. Providing daily/weekly status updates to Director and VP of Support for inclusion in formal internal/external periodic Project & customer issue Status Reports. Enact knowledge of Customer Support Service Level Agreements (SLA) when responding to a case.
EDUCATION
Anna University Chennai
Master of Business Administration - MBA, Computer/Information Technology Administration and Management
Jaya Engineering College
Bachelor of Engineering (B.E.), Electrical, Electronics and Communications Engineering
Kalaimagal matriculation Hr sec school
Physics, Chemistry, Mathematics and Computer science.
SKILLS
ABOUT SATHISH RANGANATHAN
Over 15 years of IT experience with 7+ years of Protegrity products expertise with a special focus on Data Security products (Vault less tokenization, Encryption & Pseudonymization). Over 7 years of expertise in financial services and cross-functional areas with strong knowledge in Python/Java/Oracle/Unix Systems.Able to thrive in fast-paced and challenging roles with the help of strong analytical, architectural, problem-solving, business knowledge, and excellent client relationship. Collaborating with the Customer success and Professional Services Teams, I have empowered clients by fine-tuning the functionality of Protegrity\'s products to their unique environments. My tenure has honed skills in requirements gathering and customer satisfaction, ensuring seamless integration and support of critical applications in diverse systems. The commitment to excellence and a proactive approach in managing complex data security challenges defines my professional ethos at Protegrity.Extensive experience in advocating the importance of data security and the methods to improve security using in-depth knowledge of the Protegrity suite of Security products.Effectively managed a team (10+ resources) supporting 5 different projects across global locations (Onsite - Offshore model).Monitored KPIs to measure team performance and drive improvements by establishing effective processes and practices.My technical acumen, reinforced by certifications such as AWS Solutions Architect and Certified Kubernetes Administrator, has been crucial in optimizing services to exceed our client\'s expectations.Experience in Requirement gathering, Analysis, Solution Design, Development, Implementation, Testing, Maintenance, Migration & Production Support.Expertise in providing both development and technical support for complex/critical applications in a 24x7 follow-the-sun structure. Experience in writing SQL / PLSQL scripts including stored procedures, functions, packages, query tuning and optimization. Good exposure to Snowflake, Teradata, Oracle 10g, MS SQL Server & postgres databases. Experience with Shell scripting, SOAP, REST, JSON, RegEX, HA and HSMs in a large-scale production environment. Very strong knowledge of infrastructure components (N/w, firewall, LBs) and containerization platforms like Docker, AWS ECS & Kubernetes.Handled security audits (CVE) for applications and worked closely with product teams to reproduce bugs, & application defects and deliver fix as per SDLC.Handled Incident, Change & Problem management using Salesforce, Jira, GitLab and ServiceNow.
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