EXECUTIVE PROFILE:

• Offering 10+ years of experience
• Impactful Professional with enriched knowledge of managing project management activities, project planning, design, scope definition, estimation, resource administration, process management and compliance with quality standards; ensuring project delivery within time, cost and quality specifications
• Exhibited excellence in defining service delivery standards, ensured adherence to delivery model, defined the roadmap with toll - gate approach right from the award of contract to operations stabilization
• Front-led the formulation and implementation of comprehensive strategies which resulted in improvement of Service Quality, Operational Excellence, Customer Satisfaction, Employee Engagement and Lean Initiatives
• Operation Excellence Expert; appreciated for automation of several manual tasks thereby reducing manual efforts, eliminating human errors and improving overall Service Delivery
• Holds the credit of automating several manual tasks thereby reducing manual efforts, eliminate human errors and improve overall Service Delivery
• Resourceful in working with key products and systems technologies like Solaris, Windows, Oracle, MS SQL, Java based applications, Replication, messaging systems in the Capital Market domain in a 24*7*365 environment
• Key People Leader, who has successfully led and motivated team towards growth and success in the organization; created a clear & compelling view of future through coaching and execution; groomed the team with technical expertise on various facets as per requirement of the project

KEY IMPACT AREAS:

IT Operations Management

Project Management

Service Delivery Management

Application Support

Performance Management

Escalation Management

Incident, Problem/Change Management

Disaster Recovery/RCA/Troubleshooting

Client Management

SLA/KPI Management

Business Strategy & Execution

Team Building/Leadership

Communicator Collaborator

Intuitive Innovator SEM Analytical

Motivator

Team Builder

PROFESSIONAL EXPERIENCE:

Confidential

Service Delivery Operations

Responsibilities:

• Designing and maintaining all production and development environments, greatly improving application uptime for all systems
• Supervising the daily Event, Incident, Problem and Change Management processes to ensure issues are proactively managed to resolution, impacts mitigated, and root cause eliminated
• Coordinating with the development, platform and client services teams to ensure required infrastructure, data and other resources are available to achieve team goals
• Monitoring project progress and outstanding issues; ensuring the quality & timeliness of the deliverables; reporting on the project’s progress and escalating issues
• Suggesting appropriate technology-based solutions for enhancing functional efficiency and achieving business excellence
• Developing & maintaining healthy business relations with clients and ensuring high customer satisfaction matrices by achieving delivery & service quality norms
• Delivering projects on time, building, mentoring test team and organization
• Coordinating with management, clients & application developers about the business requirements and aids in developing business process solutions
• Devising project baselines; monitoring and controlling projects with respect to resource deployment, time overruns & quality compliance for ensuring its satisfactory execution
• Steering efforts in Disaster Recovery events and ensuring Business Continuity objectives are met
• Providing detailed report on Incidents, Problems, Changes, SLAs, Projects and any other factors impacting applications in scope to management.
• Spearheading the following:
• Software installation as required for daily business requirement
• VMware installation and setup
• Backup and restore of database, database scrubbing
• Set up new autosys jobs and modified existing jobs as per requirement.
• Shadowbase installation and replication setup on New server.
• Software installation on linux environments
• Database restore, Masking production backups, Database refresh, Database scrub,Intrader system Upgrade,Database extent
• DR Test planning and validation
• Phase 3 Operation Monitoring setup
• SCAPM /Prognosis /HPOV/Splunk Alert setup and monitoring.
• Application/Replication Setup for Hiltop Capital
• Deutshce Bank EOD Processing setup and alert Setup for Process for Daily Monitoring
• IBM MQ setup on Cluster Environment (Windows)
• Stream Fail Monitor Application Processing setup.
• Shadowbase Version Upgrade on all Production Clients
• EOD Tool monitoring setup for Level 1 Operation
• New Datacenter Migration for all Production and UAT Clients
• Created environment to enable team to handle the business operations smoothly and share best practices with various teams
• Conducted cross training and support across products
• Led periodic tracking through Operational Excellence has helped to increase the SLA Compliance Score for the team

Confidential

Senior Application Support Engineer

Responsibilities:

• Engaged in following activities:
• Configuration of ATM and HOST station
• Card Production using DCMS application and BASE-24 software
• Generation of IBR Reports
• Pathway servers
• Backups from Tandem
• Testing, Compilation, and Implementation of Application
• VTS, MasterCard, ATM simulator and Finsim simulators
• EMV implementation as Acquirer and Issuer
• Tandem Hardware Up-gradation and BASE24 version Up-gradation activities & implementation
• Coordinated with Development, Testing and client groups to understand the business and process requirement
• Monitored Tandem Operation which includes CAF refresh, PBF refresh and CPU’s status
• Administered Backup for Files from Tandem like Transaction Log file which includes all transaction through ATM