Vijay Sandela

Project: SEND (Subscription Engine for Network Data).

• Serve as service owner for a mission-critical application, ensuring 24/7 availability and seamless operations in a public cloud environment.
• Successfully led migration of the application to Azure Cloud, enhancing scalability, performance, and reliability.
• Oversaw the seamless migration of clients from GSUB, ensuring zero disruptions and maintaining client satisfaction.
• Managed the onboarding of multiple new clients, delivering on tight deadlines without any issues or downtime.
• Lead a team as a Team Lead (TL), overseeing daily operations, workload distribution, and team development.
• Managed incident escalation process, coordinating with senior management and stakeholders for effective communication during crisis situations.
• Ensure timely deployment of business-critical projects to production, meeting stringent deadlines and quality standards.
• Improved customer satisfaction by providing timely and efficient support for various applications.
• Boosted efficiency through development of custom scripts and automation tools for routine maintenance tasks.
• Investigate, troubleshoot, and resolve complex issues across AKS (Azure Kubernetes Service), PostgreSQL, and Kafka infrastructure.
• Drive incident prevention through automation and proactive monitoring, reducing downtime and improving system reliability.
• Collaborate with architects and development teams to provide architectural recommendations, ensuring optimal application performance and scalability.
• Played a key role in ensuring high service availability and meeting 100% uptime SLA targets.
• Acted as a primary liaison between stakeholders, ensuring alignment of operational goals with business requirements.
• Conducted root cause analyses (RCA) for major incidents, implementing preventive measures to improve overall system stability.
• Developed and mentored team members, fostering a high-performance culture and building a resilient support structure.
• Spearheaded initiatives to enhance monitoring and alerting systems, enabling quicker issue detection and resolution.
• Managed production support activities, including incident management, change management, and problem resolution.
• Performed software application and disaster recovery testing to guarantee business readiness following fail-overs.
• Participated in POC, PST, and testing phases for introducing streaming services like Kafka to DHL applications.
• Reduced downtime by proactively monitoring application performance and addressing potential issues before they escalated.
• Involved in all testing procedures and wrote test cases and scenarios for development team.

Project: GENESIS

• Worked with Genesis team, managing a mission-critical application to ensure high availability and reliability.
• Managed crisis situations, ensuring timely resolutions to restore services and mitigate impacts on business operations.
• Handled incident management, leading investigations to resolve issues quickly and efficiently.
• Led problem management initiatives, identifying root causes and implementing permanent solutions to prevent recurrence.
• Designed and implemented automation solutions, streamlining processes and reducing manual intervention to enhance operational efficiency. Supported multiple applications across diverse technologies, including Confluent Kafka, Azure, OpenShift, WebLogic, and IBM MQ.
• Proactively monitored Confluent Kafka and Azure Kubernetes Services (AKS), troubleshooting and resolving application issues in a timely manner.
• Designed and implemented numerous automations using Splunk and shell scripting, reducing manual effort and improving efficiency.
• Participated in POC, PST, and testing phases for introducing streaming services like Kafka to DHL applications.
• Successfully handled several projects from initiation to production go-live, ensuring smooth deployments without any issues.
• Managed application deployments end-to-end, including provisioning new servers on DHL Cloud, deploying applications, and providing post-RTP (Ready-to-Production) support.
• Resolved problem tickets by collaborating with cross-functional teams to implement permanent fixes.
• Provided training and mentorship to new team members, enabling faster onboarding and skill development.
• Responded to and resolved emergency and incident tickets with a focus on minimizing downtime.
• Built customized dashboards in Splunk to enhance issue investigation and application monitoring for team.
• Collaborated with developers, analysts, and project managers to expedite incident resolution and ensure project milestones were met.
• Interacted directly with clients to resolve issues, answer software-related queries, and ensure client satisfaction.
• Installed, configured, and managed several custom applications, providing ongoing support and configuration management.
• Analyzed and mapped data, writing complex SQL scripts to extract and manipulate data from SQL databases.
• Maintained strong client communications, ensuring high levels of customer satisfaction and trust.

About DHL:
DHL is part of the world's leading postal and logistics group, Deutsche Post DHL, comprising three divisions: DHL Express, DHL Global Forwarding & Freight, and DHL Supply Chain. With a presence in over 20 countries and territories worldwide, DHL is the most international company globally.

Technologies:
RHEL 6/7, Oracle 11g/12c, WebSphere MQ 7/8, Splunk, Oracle WebLogic 12c, Shell Scripting

Responsibilities:

• Provide technical support for application responsible for storing and managing shipment information (handling over 5 million shipments daily), ensuring seamless data flow to tracking applications for real-time user access.
• Address emergency incidents, changes, and problem tickets, diagnosing root causes and implementing permanent solutions.
• Deploy application patches, ensuring compliance with Turnaround Time (TAT) before production deployment.
• Monitor database performance using OEM, taking swift action to mitigate business impact in case of issues.
• Manage WebLogic and IBM MQ servers, ensuring proper data transfer between applications and databases.
• Perform failover operations to other region databases (different data centers) during emergencies or maintenance windows.
• Extract data from Oracle databases using complex queries, meeting user requirements without impacting database performance.
• Design and implement Splunk dashboards for report generation and root cause analysis.
• Collaborate with Middleware, System Admin, and Oracle DBA teams to maintain server and application stability.
• Develop automated scripts to reduce repetitive tasks, saving support time and improving efficiency.

Accomplishments:

• Developed multiple scripts, including one to search log files across 18 servers from single login, significantly reducing support investigation time.
• Created scripts for seamless data export and import between databases.
• Rapidly acquired knowledge to create effective Splunk dashboards and alerts, enhancing root cause investigation and support efficiency.

4o mini

Client: Parallels/Odin

Responsibility Summary:

• Provide technical support for clients using Odin Service Automation and Business Automation products.
• Manage tickets, chats, phone calls, and WebEx sessions for global customers, addressing both L1 and L2 issues in Linux and Windows environments.
• Install, upgrade, and troubleshoot supported third-party API-based applications, resolving errors and failed tasks.
• Offer guidance on deploying Parallels/Odin products in both Linux and Windows nodes of cloud infrastructure.
• Install hotfixes and update Odin Service Automation and Business Automation platforms.
• Troubleshoot various services including FTP, Filemanager, Awstats, Webstats, Apache, DNS, Qmail, Active Directory, and IIS.
• Investigate and resolve billing issues, fix failed orders, and address problems related to daily billing processes, service plan synchronization, notifications, and the online store.
• Resolve issues by directly modifying relevant database tables in MySQL, PGSQL, and MSSQL.
• Assist customers with basic API call methods and fix PHP-based script issues on servers.
• Troubleshoot issues with APS applications like Lync, Office 365, and Microsoft Azure.
• Possess expertise in investigating and resolving issues related to Office 365 and Microsoft Azure.

Accomplishments:

• Quickly mastered the Parallels Automation products and background processes, leading to improved client surveys and quicker issue resolution.
• Gained deep expertise in troubleshooting Office 365 and Business Automation issues.
• Certified as a Parallels (Odin) Automation Engineer in both OSA and BA.