Saikarthik Satyavarapu

HCL Software is a division of HCL Technologies (HCL) that operates its primary software business. HCL software support over 30 product families in the areas of Customer Experience, Digital Solutions, Secure DevOps, Security & Automation. Supporting HCL Voltmx Product.

• Working on Voltmx product and supporting clients for banking, pharma, retail customers.
• Implement System Management Tools to provide monitoring and management of all Cloud infrastructure.
• Providing technical leadership and delivered innovative products and services to address customer specific requirements.
• Reviewed existing systems and made recommendations for improvements.
• Understanding client needs and objectives by conducting proactive customer and data analysis.
• Identify & analyze and resolve infrastructure vulnerabilities and application deployment issues.
• Tuned systems to boost performance.
• Review Non-standard SaaS contracts on terms related to Cloud Security and Operations.
• Upgrade / Maintenance scheduled activities scheduling the calendar notifications and share with team on the upcoming customer maintenance.
• Ensuring Infra Dashboards and reviewing alerts.
• Handling customer contracts and providing cloud access to customer as per the timelines and contract.
• Troubleshooting drive issues, Memory issues, CPU usage, heap memory
• OS Patching of Applications using SSM agent.
• Working with clients for Provisioning of servers and decommissioning in AWS
• Interacting with customers and being first point of contact for issues.
• Performing Infra Best practices on servers.
• Working on scheduled activities like instance re-size, Hardware changes, pre-go live checks for new customers.
• Working on AWS Services (Ec2, SSM, system manager, step functions, Infra Best practices, Cloud watch, Cloud Metrics, SES, VPC, S3, EKS, system manager, Elastic beanstalk etc)
• Providing reports on daily basis on servers for upgrades and being part of team in upgrades.
• Participating in Daily Scrum Call and providing inputs on automations and process improvements.
• Working on client renewals and New cloud creation.
• Application upgrade activity and mirgration of customers from Temenos to Voltmx platform.
• Application Monitoring and debugging of Voltmx product.
• Software deployments activities using Team city.
• Version upgrade and enhancement activities.

• Supporting 10000 + customers in Cloud.
• Handling 20,000+ servers on Cloud across Globe.
• Working on AWS infrastructure.
• Troubleshooting drive issues, Memory issues, CPU usage, heap memory.
• Investigating and Researching on Application related issues.
• Deploying and Patching of Applications using Kaseya and SSM agent.
• Working with clients for Provisioning of servers and decommissioning in AWS and Logic Monitor.
• Interacting with customers and being first point of contact for issues.
• Applications installation on customer environment.
• Working with DBA team on issues for network drive updates on tservers.
• Performing Infra Best practices on servers.
• Working on Tasks and handling P1 on priority.
• Working on scheduled activities like instance re-size, Hardware changes, pre-go live checks for new customers.
• Working on AWS Services (Ec2, SSM, system manager, step functions, Infra Best practices, Cloud watch, Cloud Metrics, SES, VPC, S3, EKS, system manager, etc.)
• Providing support to crowd strike, Rapid 7 installation.
• Providing reports on daily basis on servers for upgrades and being part of team in upgrades.
• Configuration of servers in Logic Monitor, setting thresholds as per customer requirement, Validating servers and pulling reports in LM, creating dashboards, providing access to users.
• Infra - Auditing servers and LM console and providing roles as per the request.
• Creating new roles in Logic Monitor Console, AWS and assigning to teams.
• Checking Trend Micro Issues and creating policies for the servers.
• IAM administration in AWS.
• IIS administration and troubleshooting of application issues.
• Setting up new servers and providing to customers.
• Preparing audit report and sending on monthly & quarterly basis.
• Being a part of provisioning team and interacting with customers on their requirements and explaining about Infor products.
• Creating Thresholds for customers as per requirement.
• Working on Network Trends, CPU and Memory issues, and Port Requests.
• Working on requests for secure link, secret server for adding passwords.
• Participating in Daily Scrum Call and providing inputs on automations and process improvements.
• Monitor and troubleshoot issues in Production & Stage Environment involves log scanning, understanding interdependency between different applications & 3rd party software
• Interfaces with the Development, QA and Release management teams for managing releases of all RCA application and services into Production
• Responsible for participating in Root Cause Analysis weekly call for production events and tracking completion of corrective actions items determined in the Root cause analysis
• Responsible for continual improvements of client job scheduling and workload management Coordinates activities between on shore and offshore support teams.
• Review the operational readiness of new products and services being transitioned into production environment.
• Working on Change requests and joining daily scrum calls and updating the Jira tickets.
• Working on migration activities of applications and server provisioning.

• Ensuring support issues, incidents and problems are managed in a timely and efficient manner within SLA.
• Implementation of change, release and production support approvals.
• Support and manage of system outages via tickets raised by clients and following up incidents untill issue is Resolved.
• Working on access request for users for multiple Tangoe applications, Command, BIT, CMP, etc.
• Performing root cause analysis on system outages and providing RCA to clients.
• Working in Telecom Expense Management (TEM)
• Working on Procurement issue on application level, tracing bugs and working with dev team to fix the issue.
• Working on latency issues pulling the logs from the server and working with DBA, Networking teams, IT etc.
• Monitoring & Configuration of Site Scope for the clients and restarting the instances (applications) for the clients whenever there is an action required through WebLogic.
• Supporting of system outages, fixes and enhancements.
• Raising enhancements and Defects for the application as per the client requirements and following up
• On the defects with the QA team and development team to provide an update for the fix.
• Providing KT for new hires on products of Tangoe.

• Investigated system issues and implemented resolutions to reduce downtime.
• Validated results and performed quality assurance to assess accuracy of data.
• Conducted system analysis and implementation to maintain and improve computer systems.
• Identified and resolved problems through root cause analysis and research.

• Incident Report: Business critical incidents impacting multiple Server, Property or particular region/site are initially reported to MOC (Microsoft Operation Centre).
• Capturing Incident Information: Incident Management desk captures basic information that is available from Customer.
• Escalation: Initiating bridge call and engaging support teams and management at initial stage.
• Bridge Handling: Driving bridge call from helpdesk perspective by ensuring the presence of support teams on time to handle the scenario thus reducing impact at initial stages.
• Outage Management: As part of Outage management, we analyse the impact of the incident and update IVR, Web Portal thus ensuring the customers are aware of the crisis and also avoiding call/web/email volumes for the helpdesk department.
• Incident Ownership: Takening ownership of incidents from the time of reporting during Outage/Breakdown to closure of the incident and ensuring the SOP is followed.
• SLA (Service level) Maintenance: Ensuring service levels are maintained for High/Critical incidents. Coordinating with support teams for incidents breaching SLA’S.