SUMMARY:

• Project Management Profession (PMP®) and ITIL certified. Results - driven with more than 15 years of experience with Global Application Support.
• In last 10 years, I have contributed in expanding Commercial Cards footprints from one region, one country to 4 regions, 100 countries, 46 international currencies and 20+ local languages by managing Production Support and Vendor Management for different applications' portfolio.
• Conceived, proposed, managed and delivered Production Tech Refresh project that saved net $1.3MM in 2012 and $2.2MM in 2013 for GTS business. This involved consolidating and replacing existing infrastructures and migrating data center.
• Skilled in Production support management, vendor management and interpreting Financial/statistical data leading to an impressive growth in Organization. Best Expertise in scripting languages, Databases, SQL, Autosys, HP Sitescope, Oracle, Networking, Load balancers, Application configuration.
• Enforced, executed and ensured information security and FISMA, PCI and SOX compliances and audits with corporate technology policies, procedures and practices.
• Experience in giving quick-fix solutions to job failures, Batch processing Support/monitoring, probing on failure of jobs and driving resolution within SLAs.
• Extensive experience in Disaster recovery, Capacity planning, project planning, resource planning, vendor management. Coordinates Post mortem calls and performs Root Cause Analysis.
• Flexible and resourceful, adept at managing and mentoring teams toward on-time/budget deliveries for multiple concurrent projects.
• Extensive knowledge of ServiceNow tool and Service Manager for Incident Management, Problem Management and Project tracking.
• Experience in managing large teams and working with globally distributed team members. Managed a team of 46 members in Confidential including FTE managers, T&M resources and oversight of onsite/offshore managed services across 5 locations. Managed a Production support team across 3 different locations.
• Experienced in SDLC- Waterfall, Agile and Scrum streams

SPECIALTIES:

Enterprise application Support, Client Services, Project Management, ITIL/ITSM, Service Support, Service Delivery, Disaster recovery, Cross-functional execution, Offshore Coordination, Program management, Process design, Process Efficiency and Effectiveness, Relationship Management, Vendor Management, Change Management, Problem Management, Incident Management, Project Transition, Offshore team building, Training and Documentation, Administration, Cost benefit analysis, Custom initiatives, Platform Stability, Technological advancement, Installation, Implementation, Disaster recovery, Stakeholder relationship

EXPERIENCE:

Confidential

Vice President, Application Support Manager

Responsibilities:

• Project Manager accountable for managing key process providing Level 1 and level 2 Application Support and Maintenance for all of Enterprise Password Vault applications.
• Improved the SLA to 100% and reduced the number of outstanding tickets to <10% within few months. Partner with business, technology and vendor counterparts building trust and forging strong relations.
• Lead the Hygiene, resiliency, High Availability(HA) and Sustained Resiliency Test(SR) workstreams for GIAM applications.
• Service Escalation Manager during service outages and slippages. Ensuring overall service delivery, Problem Management, Change Management, Incident Management and Capacity planning.
• Being accountable for primary day-to-day relationship with key business stakeholders, owning the engagement model between Technology and the business.
• Manage the maintenance and support of applications and their operating environments, with focus on Stability, Quality and Functionality against Service Level expectations.
• Managing the entire aspects (planning, controlling, and executing) of project execution.
• Present periodic Dashboard reports on the current program, future opportunities and client issues.

Environment: Windows, SQL Server, Nagios, UNIX, Service Manager and IIS

Confidential

Vice President, Application Support Manager

Responsibilities:

• Production Support Manager accountable for managing key process providing Level 1 and level 2 Application Support and Maintenance for all of Citibank Prepaid cards Applications.
• Service Escalation Manager during service outages and slippages. Ensuring overall service delivery, Problem Management, Change Management, Incident Management and Capacity planning.
• We have improved organizational efficiency by 20%+ multiple years running. Organizational effectiveness metrics are a large part of how we have achieved our goals.
• Being accountable for primary day-to-day relationship with key business stakeholders, owning the engagement model between Technology and the business.
• Manage the maintenance and support of applications and their operating environments, with focus on Stability, Quality and Functionality against Service Level expectations.
• Managing the entire aspects (planning, controlling, and executing) of project execution.
• Ensure 100 % compliance of the SLAs for all requests. Partner with business and technology counterparts building trust and forging strong relations.
• Present periodic Dashboard reports on the current program, future opportunities and client issues.

Environment: Java, J2EE, SQL Server, HTML, XML, JavaScript, Active batch, Sitescope, IIS and Service Now

Confidential

Vice President, Application Support Manager

Responsibilities:

• I have contributed in expanding Commercial Cards footprints from one region, one country to 4 regions, 100 countries, 46 international currencies and 20+ local languages, in last 10 years. I accomplished this by managing extensive Project Management, Production Support, Information Security (PCI, FISMA, OCC, SOX), Infrastructure and Vendor.
• Derived strategies with business partners in order to win $10 Billion business and $70 MM in revenue worth GSA Smart Pay II contract for 7 seven years - biggest deal for Commercial Cards. Managed and delivered Federal Information Security Management Act (FISMA), Plan of Action and Milestones (POAM) and procured Authorized To Operate (ATO) certificate using FISMA NIST controls.
• Played a key role in establishing and enriching the Project Maturity model from resource based to Managed services model in TTS(Treasury and Trade Services)
• Managed/coordinated the transition between vendors from client side. Reduced PS budget spend by 10% while increasing vendor head count and implementing 24*7 coverage.
• Manages/coordinates resolution of Sev 1/2 Production Support issues through completion.
• Able to make decisions under conditions of uncertainty, sometimes with incomplete information, that produces effective end results.
• Works closely with BCC, Incident Management and Problem Management. Maintained stability book of work to track the priorities.
• Managed datacenter migration starting from procuring new hardware, building and configuring the servers, burn them in UAT environments and move to production.

Environment: Java, J2EE, Oracle 11g, XML, Unix, .NET, MS SQL Server, Autosys R11, Active Directory, IIS

Confidential

Vice President, Application Support Manager

Responsibilities:

• Lead a 24x7 production support team supporting the Confidential /Commercial Cards. Including the day to day monitoring of production infrastructure and production applications. Work closely with Development, Business partners and Peers to coordinate all software releases and production changes, ensuring that established methods and procedures are used for efficient and prompt handling of all releases and production changes in order to minimize any adverse impact upon service quality and to improve the day-to-day operations of the organization.
• Key player during transition of Confidential (CitiDirect Card Management System) from Los Angeles team to New York without any business impact. Confidential is a web-based application for North America government and commercial corporate clients of the Commercial Cards business with 2.1MM Card Holders.
• Conceived, proposed, managed and delivered Production Tech Refresh project that saved net $1.3MM in 2012 and $2.2MM in 2013 for GTS business. This involved consolidating and replacing existing infrastructures and migrating data center.
• Contributed on number of comprehensive RFP(Disney, American Red Cross, Textron, Raytheon, etc) that defined the project scope, vendor IS questionnaire, contractual provisions, evaluation criteria and instructions to respondents.
• Performed due diligence in rolling out next generation’s products and adhered to Citi's compliance and Information Security policies such as PCI compliance, Vulnerability Assessment, Continuity Of Business and Third Party Information Security Assessment.
• Performed in a matrix organization structure with cross-functional teams consisting of more than 25 individuals, including internal employees, external consultants & offshore technology and business team. Sales, Implementation, Capabilities, Products, Brands, Client Delivery, Operations and Compliance.
• Key player in putting together Information Security requirements for a RFP by coordinating with Product, Internal Controls, Technology and IS team to win a major deal with Raytheon, one of the top 10 Commercial Cards clients. This deal helped to add yearly $28MM in revenue.

Environment: VB/ASP.NET, MS SQL 2008, ClearCase, VSS, MS-Project, Autosys R11, Active Directory, IIS