Alagu Perumal

L2 Production Support Engineer with 7+ years of experience in Incident Management, Root Cause Analysis (RCA), and production issue resolution in the banking domain. Strong expertise in Oracle SQL, PostgreSQL, Linux/Unix administration, Shell Scripting, and batch job monitoring. Experienced in application support, production monitoring, log analysis, troubleshooting, and issue resolution while ensuring SLA compliance.

Proven ability to reduce Mean Time to Repair (MTTR), perform problem analysis, and support 24x7 production environments. ITIL-aligned with hands-on experience in on-call support, escalation management, and maintaining high system availability.

Senior Software Engineer / Technical Support Engineer - HCL Technologies - Madurai

(2017-05 - 2025-01)

Worked at HCL Technologies from May 2017 to January 2025. Joined as a Software Engineer and was promoted to Senior Software Engineer.

Technical Support Engineer - HCL Technologies (Deutsche Bank Project) - Madurai

(2017-05 - 2019-08)

Deutsche bank online trading platform is provided to all investors through the internet, so that they can trade, i.e buy and sell stocks themselves on the stock exchanges.

• Worked as 24/7 on duty for support and operation.
• Involved in resolving production problems for the applications and ensure all support Service level agreements are met.
• Communicate with clients for the issues update.
• Raise service request, incident and problem through ticketing systems.
• Provided the first line technical support to customer services on based and managed Services.

Senior Software Engineer - HCL Technologies (Emergent Holding INC Project) - Madurai

(2019-08 - 2022-12)

Emergent Holding INC based on medical Healthcare Insurance covers Medical Expenses related to Inpatient & Day care Hospitalization of the Insured person.

• Monitored daily batch jobs and file transactions to ensure successful processing and timely completion.
• Investigated production incidents, analyzed application logs, and resolved data-related issues within SLA timelines.
• Performed root cause analysis (RCA) for recurring production issues and coordinated with development teams for permanent fixes.
• Executed SQL queries to validate data, identify discrepancies, and support issue resolution in Oracle databases.
• Used Unix/Linux commands to monitor application processes, verify file transfers, and troubleshoot server-related issues.

Senior Software Engineer - HCL Technologies (Deutsche Bank Project - Phase 2) - Madurai

(2022-12 - 2025-01)

L2 Production Support for business-critical applications using Axiom, HIVE, and EAP Cluster environments.

• Provided L2 production support for business-critical applications in a 24x7 environment.
• Analyzed incidents, identified root causes, and resolved application and database-related issues within SLA timelines.
• Monitored application processes, batch jobs, and file transfers using Control-M and support tools.
• Investigated Oracle database issues using SQL queries, packages, procedures, and database objects.
• Performed impact analysis and implemented changes through the Change Management process.

Master of Computer Applications - Computer Applications - St. Joseph's College of Engineering (2015)