Senior Software Engineer
Emirates Airlines
مجموع سنوات الخبرة :13 years, 2 أشهر
Primary Application support, handled service calls and servicing the requests within the agreed SLA for Commercial Business Intelligence in-house and vendor applications.
Achievied High Customer Satisfaction as an Application support personal for vendor applications using helpdesk (HPSM) and vendor portal with complete follow up and closing the service calls as per set SLA.
All Service improvements, pro-active and system bug fixes promoted till date have been 100% successful without any post implementation issues which has been highly appreciated both by business and Emirates Group IT.
Having hands on experience in MicroStrategy Developer, Web Report & Analyst versions.
Responsible for creating highly interactive multi-layered Report Services (RS) dashboards using panels, selectors & widgets features in MicroStrategy Web.
Used MicroStrategy Developer, created schema objects Hierarchies, Transformations, Attributes, Facts and Relationships as a function of the logical model.
Extensively used filters, prompts, consolidations and custom groups to generate canned reports and ad hoc reports to support senior management of Commercial business.
Generated Key Performance Indicators (KPI) metrics for Pricing and Revenue Optimization business units.
Developed reports for MicroStrategy Web users and responsible for up to date documentation of all transactional/analytical reports and Dashboards.
Supported adhoc and analytical business intelligence needs of Commercial, Finance, Reservation, Medical and Flight Operations business units.
Provided Level 2/Level 3 support for infrastructure and business critical applications of Emirates Airlines HQ and remote sites.
End-to-end ownership of incident management for home grown and third party applications and ensure incidents are resolved by internal and external resolver groups within agreed SLA.
Escalation management - Provision of breaches report to senior management to ensure corrective actions are taken to improve customer satisfaction.
License management - procurement and renewal of application licenses.
Vendor management - Processing of 3rd party invoices within emirates financial system and ensure timely payment.
Created and updated HPSM (HP service management tool) tickets for change and incident management to document monitoring and recovery steps. Captured incident follow-ups and completing formal post implementation reviews.
High priority and critical incidents are reported to senior management and perform local incident co-ordinator and communications roles.
Provided end to end systems support to business teams on a daily basis in order to help evaluate market trends, forward bookings, competitor behaviour, performance of past initiatives and offer proactive recommendations and actions to drive network revenue.
Provided deep dive data analysis for informed decision making to Commercial Senior Manager Level.
Set up monitoring and exception alert reports and shared insights to flight and demand analysts to study and control passenger and Revenue forecasts.
Contributed to Dashboard designs to highlight performance of network and individual routes in terms of revenue and yield, competitor environment, EK market share and average fares.
Involved in end to end testing of various Commercial applications.
Test new features or upgrades in the system for accuracy of data and co-ordinate with IT for resolving ad-hoc system issues.
A health care alert system, built in Java for US client. The software is built using Spring Hibernate framework using AJAX (Asynchronous Java Script and XML) verification and POJO (Plain Old Java Objects) class, and designed using Velocity pages.
As a part of development team built the online portal for the purchase of Med Alert products.
Responsible for System Study, Analysis, Design, Coding, Unit Testing, System integration Testing, Implementation, documentation.
Reviewed functional and technical specification.
KLN College of Engineering, Sivagangai, Tamil Nadu B. Tech (Information Technology) with 68% 2007 - 2011