Susmitha Kadiyala
Holly Springs
Summary
Dynamic Shift Manager and Business Analyst at Amdocs Inc., adept at performance analysis and root cause investigation. Expert in SQL and automation tools, driving significant process improvements. Proven ability to manage stakeholder expectations and enhance team collaboration, ensuring successful project delivery in high-pressure environments.
Overview
10
10
years of professional experience
Work History
Shift Manager/Business Analyst
Amdocs Inc.
Champaign
08.2020 - Current
- Company Overview: AMDOCS is a global company with revenue of $3.0 billion in fiscal 2010, Amdocs is the market leader in customer experience systems innovation with over 19,000 employees delivering the most advanced business support systems (BSS), operational support systems (OSS), telecom billing solutions and service delivery to innovative service providers in more than 60 countries around the world
- Monitoring Alerts and other tools identify the issue and prevent further risk to productions
- Use of Grafana, Splunk and other dashboards to identify the issue early and get key teams involved to fix the issue
- Performance Analysis and determining root cause of performance bottleneck using tools like Grafana, Elasticsearch and Kibana used for data aggregation and release over release comparison data
- Use monitoring tools like Splunk to create dashboard for performance and prod environments to look data abnormalities and behavioral abnormalities
- Build road maps, plans, and timelines to project manage the roll out, implementation, and upgrades of metrics, traces, logs/events, real user monitoring, and synthetic monitoring through an enterprise culture
- Initiated an Alert Review process to address alert fatigue and discover on going and unnoticed customer facing issues
- Outline and work with developers to discover options for tracing and observing complex and long running data pipelines
- Continuous updates in documentation and best practices guidelines for various topics in Linux administration
- Develop an automated score card tool with Grafana that tracks each functional area, team, and service
- Report on observability adoption and Service Level Objectives at each level
- Plays a key role in onboarding new team members by providing training on key processes/tools
- Maintains status of all open projects and works closely with the Data Transformation team to define timeline and manage Stakeholder expectations
- Assists with project work related to client interfaces, data acquisition and other interface points with the client
- Prime responsibilities include complete production monitoring, facilitating problem resolutions and the management of crisis events of several Mission Critical and Non mission critical applications
- Possess high knowledge of Production environments and architectures and great skill sets in multitasking, quick decision making and problem solving in a fast-paced working environment
- Support communication efforts on a daily basis and engaging senior stakeholders
- Key representation of Amdocs to AT&T, responsible for managing the relationship with the customer around all aspects of the project
- Coordinate efforts with other specialists
- Integrate change management activities into project plan (Software delivery and Deployment)
- Track and reported issues through the change process
- Daily and Monthly Report Management
- Focus and ensure Weekly/Monthly deadlines
- Overseeing the quarterly prerelease management activities to insure accurate reporting to leadership
- Solving operational challenges along with Dev and operations teams
- Ensuring correct alarming and monitoring strategy for online and batch applications
- Ensuring contractual SLAs/SLOs are being met and maintained
- Identify and implement Process improvement e.g., Code merge, RCA/KLR etc at program level
- Smooth Onshore/Offshore handover and relationship
- Implement best practices for RCA/LL, to improve First time Right Metrics
- AMDOCS is a global company with revenue of $3.0 billion in fiscal 2010, Amdocs is the market leader in customer experience systems innovation with over 19,000 employees delivering the most advanced business support systems (BSS), operational support systems (OSS), telecom billing solutions and service delivery to innovative service providers in more than 60 countries around the world
Software Support Specialist
Amdocs Inc.
Champaign
12.2016 - Current
- Company Overview: AMDOCS is a global company with revenue of $3.0 billion in fiscal 2010, Amdocs is the market leader in customer experience systems innovation with over 19,000 employees delivering the most advanced business support systems (BSS), operational support systems (OSS), telecom billing solutions and service delivery to innovative service providers in more than 60 countries around the world
- Software support specialist for the production team P2.5
- Worked for clients Cricket, Metro, Sprint, T-Mobile, and Cablevision
- Worked for various releases for these clients in production
- Handled the day-to-day failures in production and resolving internal/external tickets
- Able to write Shell scripts
- Work collaboratively and serve as a trusted advisor to the unit's partner's and other functions, providing crucial business operational support ensuring that the business and operations of the unit are running on the specified cadence, adding value to unit's leadership discussions, operational discussions, etc
- Be responsible for the execution of business improvement initiatives, internal/strategic project; Perform audits/reviews, proactively identify challenges/opportunities and extract lessons-learned to achieve business goals
- Enabler Ability to investigate the Rating and Re-Rating Failures during EOD and Billing run and fixed them
- Billing Ability to investigate the Billing Rejects, Billing Balance issues, tickets related to Billing discrepancies and resolve them
- Writing PERL scripts to make work simpler in daily tasks
- Developing automation tools
- Collaborate with cross-functional teams and develop business operation processes to achieve desired goals; Provide standard and ad-hoc analysis, reporting business related insights, improvement suggestions, and consultative services to unit's partners and other internal clients using business data; Support internal & pivotal initiatives
- Involved in scrum meetings, customer requirements meetings
- Proactively provide integrative view and analysis of the various business aspects across unit/project(s) to enable better decisions making, build predictive routines and promotes risks mitigation
- Responsible for governing overall vendor program activities related to work subcontracted to vendor
- Providing inputs related to contract requirements to procurement
- Identify & highlight trends/key issues and present results, pinpointing challenges, areas of concern and possible deviation from established plans in the domains under your responsibility
- Responsible for continuous process improvements by identifying avenues for automation and achieve cost efficiency
- High critical thinking skills to evaluate alternatives and present solutions that are consistent with business objectives and strategy
- Proficient in requirements gathering methodologies and the SDLC
- Strong understanding of integration points of assigned business/systems and processes
- AMDOCS is a global company with revenue of $3.0 billion in fiscal 2010, Amdocs is the market leader in customer experience systems innovation with over 19,000 employees delivering the most advanced business support systems (BSS), operational support systems (OSS), telecom billing solutions and service delivery to innovative service providers in more than 60 countries around the world
- Environment: Oracle Database 9i/11g, Oracle Forms 6i/11g, Oracle Reports 10g, SQL, PL/SQL, SQL
- Plus, SQL
- Loader, .Net, DTS, Microsoft SQL, TOAD, Clear Case, VSS, SQL developer, UNIX, PUTTY, FILEZILLA, data protector, hotfix TOOL
Software Support Engineer
Horizontal Integration Inc
Minneapolis
06.2015 - 12.2016
- Company Overview: Minneapolis, MN, United States and is part of the Computer Systems Design and Related Services Industry
- Horizontal Integration, Inc
- Has 230 total employees across all of its locations and generates $39.46 million in sales (USD)
- Created and managed many objects in large Oracle Databases containing millions of records
- Gathered and translated business requirements into detailed, production-level technical specifications, new features, and enhancements to existing technical business functionality
- Developed logical and physical data models for central model consolidation
- Created databases, tables, views & schemas
- Performed users’ access authorization, defined locations, populated tables with data and performed unload/copy/replicate data from one database into another after detail analysis and design
- Involved in the Database design and application development to support the creation and management of online business units for business users and customers usage
- Troubleshoot jobs using the debugging tool
- Worked on materialized views, DBMS_SCHEDULER for scheduling jobs and UTL_MAIL to send mails using oracle 10g
- Involved in reverse engineering of the application using Erwin
- Used Erwin to transform data requirements into data models
- Developed PL/SQL procedures and functions to migrate data between Oracle Databases
- Analyzed business process workflows and developed ETL procedures for moving data from source to target systems
- Participated in Performance Tuning using Explain Plan and Tkprof
- Loaded and unloaded data sets from or to Oracle Databases using various kinds of data loading tools such as SQL
- Loader and Oracle Import/Export Utility
- Design, development and implementation of web-based applications using developer 6i to enable customers to make sub payments through internet & to receive up to date information about their client and their payment schedule etc
- Involved in UNIX script changes and creating new scripts accordingly
- Analyzed the performance of the jobs during the project
- Utilized standard techniques for enhancing the performance
- Responsible for validating business impact/prioritization of general projects
- Authored User reference documents on all the deliverables created for future reference by Business Users and conducted training sessions
- Used hints with Indexes for query optimization
- Involved in Technical Documentation, Unit test, Integration test and writing the Test plan
- Minneapolis, MN, United States and is part of the Computer Systems Design and Related Services Industry
- Horizontal Integration, Inc
- Has 230 total employees across all of its locations and generates $39.46 million in sales (USD)
- Environment: Oracle Database 9i/11g, Oracle Forms 6i/11g, Oracle Reports 10g, SQL, PL/SQL, SQL
- Plus, SQL
- Loader, .Net, DTS, Microsoft SQL, TOAD, Clear Case, VSS, UNIX, PUTTY, FILEZILLA, Data Protector, Hotfix TOOL
Education
Master of Science - Business Administration And Management
University of The Cumberlands
Williamsburg, KY04-2022
Master of Science - Computer And Information Systems Security
University of The Cumberlands
Williamsburg, KY12-2019
Master of Science - computer science
Texas A&M University
Kingsville, TX05-2015
Bachelor’s -
JNTU
IndiaSkills
- SQL
- SQL PLUS
- Server Manager
- DBA
- Export
- Import
- Loader
- Erwin
- Toad
- Oracle Enterprise Manager
- PL/SQL
- Unix shell scripting
- Oracle Enterprise Linux
- Redhat Linux
- Sun Solaris
- HP UNIX
- IBM AIX
- Windows-2000
- Windows NT
- Windows 98
- Windows 95
- MS-DOS
- TKPROF
- EXPLAIN PLAN
- STATSPACK
- Java
- Shell Scripting
- XML
- SUN SPARC E5500
- HP9000
- IBM RS/6000
- Dell Power Edge 6400
- Intel x86
- P-II
- P-III
- P-IV
- Incident management
- Root cause analysis
- Technical documentation
- Automation tools
- Change management
- Problem solving
- Stakeholder communication
- Team collaboration
- Production deadline management
- Adaptability
- Performance tuning
- Multitasking
- Written communication
- Data aggregation
- Performance analysis
- Critical thinking
Languages
English
Professional
Timeline
Shift Manager/Business Analyst
Amdocs Inc.
08.2020 - Current
Software Support Specialist
Amdocs Inc.
12.2016 - Current
Software Support Engineer
Horizontal Integration Inc
06.2015 - 12.2016
Master of Science - Business Administration And Management
University of The Cumberlands
Master of Science - Computer And Information Systems Security
University of The Cumberlands
Master of Science - computer science
Texas A&M University
Bachelor’s -
JNTU
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