Deepam Dua
Connected Operations Engineer At General Motors | Connected Cars| Future Mobility L Database | Analytics
Dubai
Summary
With 10+ years across Production Support, Database Management, and Analytics in domains like Banking, Aviation, Supply Chain, and Connected Cars, I embody both technical expertise and product management experience. I excel in delivering impeccable customer support and rapid issue resolution within SLAs. Functioning as a singular point of contact for multiple clients, I provide tailored, proactive assistance while meticulously documenting solutions for team-wide growth. My collaborative nature shines in partnering with Development teams across application lifecycles.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
6
6
Certifications
1
1
Language
Work History
Connected Operations Engineer
General Motors Africa, Connected
Dubai
01.2020 - Current
- Leading Core operations team for Onstar Middle East region and supporting new expansion markets to successfully launch
- Connected Services
- Successfully launched “Onstar i.e
- GM Connected Car Services” in UAE, Kuwait and Kingdom of Saudi Arabia
- Work cross-functionally and globally to collaborate with Business, IT development and operations, engineering, and quality teams to ensure the flawless launch of connected vehicles programs
- Define, track and measure the success rate of the different services provided to customers
- Develop / Implement post-launch product monitoring plans to ensure product expectations are met
- Documented Onstar Contact center Advisor workflows, mobile app integration, and backend interactions of Vehicle services, ensuring comprehensive understanding
- Coordinated and executed issue resolution plans, leading cross-functional teams to mitigate performance-related challenges
- Crafted real-time issue capturing Unix shell scripts to enhance monitoring capabilities
- Conducted data analysis using database queries and structured data using Oracle and UNIX, supporting operational batch activities
- Developed Power BI reports to visually represent the performance of various functions across distinct Connected vehicle regions
- Identified, investigated, and resolved performance issues by devising effective solutions and alternative workflows, collaborating with stakeholders
- Perform quarterly GAP analysis for identifying discrepancies between current performance and desired goals, facilitating targeted improvements
- Engage in technical discussions, providing valuable insights to development teams and stakeholders for process optimization
- Developed high-level change requirements, translating business objectives into functional needs while working closely with
- IT counterparts
- Managed escalated customer issues, delivering effective solutions and maintaining a high standard of customer support
- Regularly communicated updates on performance initiatives and enhancements, maintaining transparency across stakeholders
- Actively contribute to operational support and on-call responsibilities, ensuring uninterrupted service availability as per the schedule
- Collaborated with regional advisors to identify process improvement opportunities, contributing to the enhancement of overall workflows.
Senior Database Engineer
Emirates Group
Dubai
04.2018 - 12.2019
- Provide support for both production and Development support tickets while working alongside DBA’s
- Monitoring the statistics of all the Emirates booking platforms ( Web ,Mobile Web, IOS and Android) and ensure a smooth functioning of applications
- Responsible for assisting with planning, implementation, and support of security measures to protect databases within the
- Created using Resumonk - Online Resume Builder organization
- Providing 24x7 on-call support for critical issues
- Duplicating and troubleshooting product and technical issues faced by clients, working towards a quick resolution
- Taking ownership of technical issues, understanding business requirements and workflow, and working within escalation processes to resolve more advanced issues
- Troubleshoots errors, manage resource allocations, and ensure adequate utilization of all database environments
- Identifying new opportunities and check for areas of improvement in the existing setup and proactively work towards improving the system
- Writing stored procedures for SQL Server and Oracle Databases
- Setting up the monitoring for different functionalities of applications
- Automating reports by writing complex SQL scripts and pushing the data to Key Business users
- Helping R&D team with the data modelling for development of new features and functionalities.
Senior Application Specialist
Syncron
Bengaluru
04.2016 - 04.2018
- Timely resolution of customer issues
- Ensuring proper communication with the customers through the Syncron case management tool and other communication channels including email and telephone
- Cooperation with the programmers (R&D) to suggest improvements, report bugs and channel feedback from the customers
- Executing technical supervision to ensure proper functioning of Syncron applications in the customer production installations
- Analysis of Java stack trace and helping development team with bug-fixing
- Understand how the applications are used by end-users across the business, and map this to a technical understanding of how the functionality works and data moves through the system
- Working in collaborative environment with other teams across geography
- Deploying new Service / Major releases during the weekends maintenance windows
- Working in collaborative environment closely with other teams across geographical locations
- Preparing the change sets i.e SQL scripts to be deployed if any changes are required by customer.
Production Support Engineer
Hewlett Packard Enterprise
Bengaluru
01.2015 - 04.2016
- Monitoring the production jobs and troubleshooting the issues in real time
- Resolving urgent and immediate requests in a vibrant and demanding environment with strong sense of ownership
- Capturing and logging the issues using HP Service Manager 9 during regular operation run
- Proactively identify patterns of recurring incidents to improve service stability
- Working in collaborative environment with other teams across geography
- Initiating the Incident management & updating the Business during major incidents
- Responsible for daily execution of defined operational process related to reference Data
- Writing shell scripts and SQL queries for automation
- Performing the daily health checks across different Unix and DB Servers before business start time.
Application Support Engineer
IGATE
Bengaluru
11.2012 - 12.2014
- Updating and closing the tickets logged for the production issues in HPSM 9
- Coordinating with SME’s for the issues with higher severity
- Updating the process documents ( SOP’s )
- Create, change, and delete user accounts in Unix as per requests
- Process and disk space management in Unix/Linux
- Modifying the roles/profiles of the new/Existing users
- Writing SQL queries to retrieve the data requested by users
- Scheduling the jobs using cron in Unix
- Adhere and follow defined SOP and SLA
- User and access management in Oracle Database which includes: User Creation/Deletion, Creating profiles and roles
- Granting/Revoking privileges.
Education
Bachelor of Computer Applications (BCA) - Computer Applications
Guru Gobind Singh Indraprastha University
06.2009 - 06.2012
Skills
Project Managementundefined
Certification
ITIL V3
Timeline
Connected Operations Engineer
General Motors Africa, Connected
01.2020 - Current
Senior Database Engineer
Emirates Group
04.2018 - 12.2019
Senior Application Specialist
Syncron
04.2016 - 04.2018
Production Support Engineer
Hewlett Packard Enterprise
01.2015 - 04.2016
Application Support Engineer
IGATE
11.2012 - 12.2014
Bachelor of Computer Applications (BCA) - Computer Applications
Guru Gobind Singh Indraprastha University
06.2009 - 06.2012
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