Nataraj Duvvuri

Experience

• 

  Sutherland Global Service Limited

  Oct 2005 - Dec 2008

  • People Management.• Developing and reviewing Strategies which helps front end agents to provide positive Customer support.• Handling escalation and providing resolutions for technical issues to front line agents.• Implementing team huddles and training program to achieve goals.• Coordinating with the Clients during conference calls to update the changes and trends.• Providing training to the Front line agents on Hardware, Software and operating systems and upcoming products of client.• Configure antivirus software to fully protect environment.• Monitor the performance of the computer systems and address issues as they arise.• Provide technical support for software reconfigurations to aid in function customization.• Test software performance throughout the desktop network to ensure peak performance.• Install computer hardware and software on desktops to keep versions current.• Initiate and complete Microsoft Windows server operating system updates.• Network with LAN/WAN and active directory for continuous company connection. Show less -Troubleshooting Desktop and laptop issues.-Operating system installation and troubleshooting software issues in windows environment.-Assists in troubleshooting and installation of data devices and wiring.-Diagnose and quickly resolve all Windows applications and networking problems reported to help minimize downtime.-Resolve and close tickets/work orders supporting end-user desktops and peripherals.-Precisely document instances of hardware failure, repair, installation, and removal.-Troubleshooting virus issues and formatting user machine.-Able to participate on an On-Call schedule rotation including some weekends.-Running Patching on user machines and servers.-Working knowledge of a range of diagnostic utilities, Registry, Virus, Spyware and Adware tools-Good understanding of Active Directory, Group Policies, Exchange, of TCP/IP Network protocol.-Configuring SMTP and POP Protocols and troubleshooting outlook issues.-Working technical knowledge of network protocols, operating systems, and standards, including AD, File Services, windows Services, IP, DHCP, DNS, WINS, PC Image deployment, Symantec Endpoint.-Good understand of all CLASSES of IP's of IPV4 which includes Public and Private IP's with NAT configuration and proxies.-Troubleshooting Routers and network connectivity.-Handling Escalations and resolving the issue in Agreed SLA Guidelines. Show less

  • Subject Matter Expert(Sr.technical support executive)

    Aug 2007 - Dec 2008

  • Role : Technical support executive (Client Dell)

    Oct 2005 - Jul 2007
• 

  Dell Service Inc

  Jan 2009 - Mar 2012

  Sr tecnical associate analyst

  Responsibilities Responsibilities Client - Union Bank of SwitzerlandProject - RESEARCH*Perform Application support via GSNOW incident management and support *RESEARCH* front office application.*Assisting user with business and application queries.*Support applications in production, note interruptions or bugs in operation and perform problem solving exercise to determine problem and ensure continued use of the application.*Performing Manual tests on all the applications before the start of the region to make sure there aren't any outages which may interrupt business.*Monitoring Netcool alerts and Autosys failures by Checking Linux logs to understand the root cause later actioning the solution and documeting it under knowledge base if anyting found new.*Addressing critical production data related issues and communicating to business and end users via email communication.*Liaising with different teams to address end user App issues*Addressing Data request by extracting data via Oracle/Sybase queries.*Following Autosys batch processing and checking autosys/unix and Database logs to understand the failure and fixing it.*Help data teams set up the static and dynamic details which helps to validate the trade, before releasing instructions into the market.*Work with the Platform Management teams and business stakeholders to document the content planned for each release*Creating Knowledge Articles and managing continual service improvements in-turn improving team KPI's.*Participate in the problem management and incident management processes and being accountable for resolution, root cause analysis, and technology/business communication*Lead and drive both technical and management conference bridges. Show less

• 

  Cognizant

  Apr 2012 - Oct 2018

  • Assimilate potential impact of Major Incident reported.• Lead and drive both technical/management with conference bridges to recovery of Major Incidents through multiple streams.• Being accountable Incident Management/ Problem Management for resolving the outage via workaround or permanent fix• Build and maintain documentation for Major incident Recovery plan and root cause analysis.• Liaising further with application dev to setup a parameter for issue not being resurfaced.• Supporting and nurturing process improvements and knowledge base improvements.• Ensuring an apt and concise communication is sent to business with a prescribed intervals until the issue is resolved.• Ensuring appropriate technical and user testing before resolution communication• Provide management with documentation of their system and user guides and with data requested.• Pull up incident report via (ITSM tool - service now) and check for trends to under the high demanding application and issue in turn analyzing for a fix.• Liaise with infra to create scripts to automate perpetual manual process via Bash or python scripts or Robotic process automation tools.• Initiate Brainstorming session with a bridge call with team to see if there are manual tasks that can automated to reduce the manual effort. Show less • Lead the team of 15 to offer support for Banking applications.• Managed Front and back office applications task and support tasks simultaneously driving SLA's and OLA's are correctly maintained.• Responsible for shift scheduling, addressing team members concern via hierarchical escalation.• Staffing and shift scheduling.• Responsible for ticket auditing to see if the tickets logged by team members are apt and meets the project quality in-turn updating management.• Mentoring and training new joiners on project and issue handling.• Driving knowledge base updation.• Auditing ticket report and seeking opportunities for fix or automation of recurring issues/bugs via problem management tickets.• Responsible for handling major outages, raising business communication, liaising with multiple teams and stakeholder management. Show less • Production Services / Application Support.• Incident and Problem Management• Performing Manual tests on all the applications before the start of the region to make sure there are no outages which may interrupt business. • Uploading and correcting trades and trade information via monitoring tool which is hosted on Unix operating systems to Sybase. • Checking Unix scripts and correcting or escalating the failures to development team. • Communicating to BA’s and Dev for any critical failure via incidents. • Assuring that the Static data has been uploaded to Database properly flowing through Oracle systems which are interlinked with business objects through which business user will be able to retrieve data. Dealing Business objects reporting which will be linked to vbscript and monitoring script errors.• Monitoring the Batches and doing the post process checks on the data• Working on ad-hoc requests from the user• New Batch implementations as requested by the user.• Modifying the existing batch setups whenever user requests for change• Escalation of the unresolved issues to the next level• Change request management Show less

  • Major incident/problem and autoamtion lead

    Nov 2017 - Oct 2018

  • Technical Lead

    Dec 2014 - Oct 2017

  • Senior Technical Support Specialist

    Apr 2012 - Nov 2014
• 

  UBS

  Nov 2018 - now

  SME for BIG DATA HADOOP Application driven via lamda architecture.Application support/production support.Incident Management/problem management/Release management/change managementProcessing immutable data via different upstreams via different ingestion methods using:1. Autosys integrated with Python scripts 2.Apache Kafka3.SCOOP3.FILE ingestion techniqueGood undestanding on DFS and HDFS architecture and correlation between name / data / gateway and management nodes.Monitoring Yarn and Hive process.Running hive queries to fetch data via hadoop database.good understanding on Hadoop installation and components like MAP-REDUCE ,SQOOP/SPARK / YARN,Apache-Pig.Good hands on Oracle RDBMS systems w.r.t DDL/DML/DCL.Understanding Replication techniques between RDBMS and synchronization of universe to fetch data via business objects.Testing Dev created scripts under lower environments.Automation techniques via Bash / python and RPA Tool-Automation Anywhere.Creation of production readiness and technical readiness documentation.Monitor server and infra performance via App Dynamics performance monitor tool and Splunk Show less Fuctional:Monitor Alerts via netcool and resolving as per priority wise.Subject matter expert for a Content management system and CRM Suite applications.Incident/Major incident/problem/change/release management.Creating Production readiness and Technical readiness checklist and documentation.Perform releases into production via change management and update the documention with details.Create and update knowledge base with new and tested solution found for incomming issues.escalate to dev for failure whose reasons are unknown and prioritize as per business requests during dev scrum calls.Liaise with dev to implement automation process for routine manual tasks via analyzing ITSM requests and incidents.Technical:-----------Content management systems and CRM Application suite---------------------------------------------------------------*Making sure all the mutable Financial data like *PRICE TARGET*RATING*EBIT*PRICE DATE*EPS and SOTP Analyst data is right on spot while workflowing the info via Content mangement systems with Event Drive Architecture.* Assisting users with JAVA based front end application issues and making sure that content publishing workflow is smooth.*Understanding the cause of CMS XML elements and analyzing on failures at tree/node/element level failures.Analyze XML SOAP protocol failure that arise while data processing.*Checking JMS and EMS message systems for durable connection and making sure message consumption from consumers are fine.Restart Application connections via AUTOSYS jobs to fix Durables.*Running select,update,Insert and delete DML QUERIES as per business and tech request and update data base with client data with Jira raised on Oracle and sybase. Understanding stored procedures and troubleshooting if failure reported further liaising with dev to fix via change.* Assist users with reporting issues via Business objects and analysing issues upon data inconsistency. Show less

  • Infra specialist/Subejct matter expert for Hadoop Application

    Feb 2021 - now

  • Subject Matter Expert - Content management systems and CRM applications(Individual contributor)

    Nov 2018 - Feb 2021
• 

  Bank of America Merrill Lynch

  Sept 2022 - now

  Assistant Vice President - GPS Service Lead

  ASSISTANT VICE PRESIDENT - GPS Service Lead - BANK OF AMERICAS / SODPS (Service operation of Data processing Services) e-commerce / Retail consumers !!