Senior Manager

• Aug 2022 - Present

Support Analyst

• Feb 2020 - Aug 2022

Support Manager

• Feb 2018 - Feb 2020

Total 15+ years exp. in Software, Banking & Telecom field. Handled multiple (7-8) production sites for Application Support in APAC, EMEA region. ✓ Service Desk Management, critical issues resolving, SLA Management (publishing weekly/biweekly/monthly SLA reports/Dashboard) ✓ Handled all P1/P2 incidents efficiently and Leads the situation in case of P1/P2 to align the team APS/DBA/OGS Dev/Delivery as per requirement with open bridge setup. ✓ Timely update the progress to the customer & internal management for all escalated issues. ✓ Publishing the Tracker for production tickets (Jira /ITSM tools) for all open issues to the customer on weekly /Monthly basis. ✓ Shared Kanban agile Deck & updated escalation matrix with customers of Production Sites (AMC Accounts). ✓ Leading PPO scrums to push all the internal team to get the update/solution timely. ✓ Well versed in processes (Service Desk Management, Incident Management, Change Management, Problem Management etc.) ✓ Handled service desk services in 24x7 environment, Level 2 technical support for HPOV (Issue Management, Change Management Process and call management). as per defined SLAs. Show less

• Mar 2014 - Jan 2018

Total 15+ years exp. in Software, Banking & Telecom field. Handled multiple (7-8) production sites for Application Support in APAC, EMEA region. ✓ Service Desk Management, critical issues resolving, SLA Management (publishing weekly/biweekly/monthly SLA reports/Dashboard) ✓ Handled all P1/P2 incidents efficiently and Leads the situation in case of P1/P2 to align the team APS/DBA/OGS Dev/Delivery as per requirement with open bridge setup. ✓ Timely update the progress to the customer & internal management for all escalated issues. ✓ Publishing the Tracker for production tickets (Jira /ITSM tools) for all open issues to the customer on weekly /Monthly basis. ✓ Shared Kanban agile Deck & updated escalation matrix with customers of Production Sites (AMC Accounts). ✓ Leading PPO scrums to push all the internal team to get the update/solution timely. ✓ Well versed in processes (Service Desk Management, Incident Management, Change Management, Problem Management etc.) ✓ Handled service desk services in 24x7 environment, Level 2 technical support for HPOV (Issue Management, Change Management Process and call management). as per defined SLAs. Show less

• Mar 2014 - Jan 2018

Handled multiple (7-8) production sites for Application Support in APAC, EMEA region. ✓ Service Desk Management, critical issues resolving, SLA Management (publishing weekly/biweekly/monthly SLA reports/Dashboard) ✓ Handled all P1/P2 incidents efficiently and Leads the situation in case of P1/P2 to align the team APS/DBA/OGS Dev/Delivery as per requirement with open bridge setup. ✓ Timely update the progress to the customer & internal management for all escalated issues. ✓ Publishing the Tracker for production tickets (Jira /ITSM tools) for all open issues to the customer on weekly /Monthly basis. ✓ Shared Kanban agile Deck & updated escalation matrix with customers of Production Sites (AMC Accounts). ✓ Leading PPO scrums to push all the internal team to get the update/solution timely. ✓ Well versed in processes (Service Desk Management, Incident Management, Change Management, Problem Management etc.) ✓ Handled service desk services in 24x7 environment, Level 2 technical support for HPOV (Issue Management, Change Management Process and call management). as per defined SLAs. Show less

Support Manager (Production Site 24x7) Telecom Domain

• Feb 2012 - Feb 2014

Handling L2 support Team (8 members), scheduling, critical issues resolving and smooth execution of the project) Provide service desk services in 24x7 environment, Level 2 technical support for ITSM( Issue Management, Change Management Process). as per defined SLAs. Prepare the Reports(daily/weekly/monthly) for submitting to higher Management. Overall responsibilities to maintains application servers and web servers. Team management like shift schedule, attandance, leave management. Provide periodic updates on the status of the Incidents / Inquiries / Requests to the Management. Monitor and maintain Incident Log. Providing the team for all Technical assistance. Compile all MOP's and ensure to implement successfully. Show less

Group Manager

• Aug 2004 - Nov 2010

1- Had worked as Migration Team Leader of Data migration team in PNB project and migrated & validate more than 500 branches of PNB during 2004-08. 2- Had worked as Team leader of Migration team in PNB’RRB project and successfully done the data conversion of 800+ branches before time during 2008-10. 3- Sound Knowledge of Finacle Table structure, Oracle Certified Associate (Sqlplus, Administration), Unix(structure & vi editor). 1- Had worked as Migration Team Leader of Data migration team in PNB project and migrated & validate more than 500 branches of PNB during 2004-08. 2- Had worked as Team leader of Migration team in PNB’RRB project and successfully done the data conversion of 800+ branches before time during 2008-10. 3- Sound Knowledge of Finacle Table structure, Oracle Certified Associate (Sqlplus, Administration), Unix(structure & vi editor).

Software implementation, support

• Apr 2003 - Jul 2004

Finacle is the Centralize Banking system developed by INFOSYS for computerizing branches of banks using ORACLE RDBMS to interconnect. The caters to the front office and back office processing requirements of a branch. The core package is the framework providing basic functions like Transaction, processing and security and add-on -modules like savings, Curent, CCOD accounts, deposits , loans etc. Finacle can be implemented in a modular fashion with the implementation of one or more add-on-modules along with the core package according to the requirements of the branch. Software/Tools/Languages: MRTs, web based applications, PL/SQL, scripts. Operating System : Sun solaris, SCO UNIX Database : ORACLE 3 Show less

Software implementation, support

• Nov 2000 - Mar 2003

ISBS is the Banking system developed by TCS for computerizing branches of banks using ORACLE RDBMS to interconnect. The caters to the front office and back office processing requirements of a branch. The core package is the framework providing basic functions like Transaction, processing and security and add-on -modules like savings, Curent, CCOD accounts, deposits , loans etc. ISBS can be implemented in a modular fashion with the implementation of one or more add-on-modules along with the core package according to the requirements of the branch. Software/Tools/Languages: PRO*C, PL/SQL, scripts. Operating System : Sun solaris, SCO UNIX Database : ORACLE Show less