SaaS Product Manager

• Jul 2020 - Present

Service Operations Manager

• Mar 2016 - Jul 2020

•Managing day-to-day production service operations, customer engagement, and escalations related to Finance IT applications and ensure all the deliverables are achieved inline with the service levels agreements (SLAs) • Responsible for rolling out end to end communication for all service disruptions,production incidents and scheduled/unplanned changes.• IT Escalation point of contact for any business function support teams using the Finance applications to submit their Daily Balance Sheets and P&L reports within the bank.•Working closely within various L1,L2 teams & problem management team to identify the key problems and push for strategic fixes with L3 teams to avoid any recurrences.•Discussing and working hand in hand with various UBS service managers to address any process gaps within IT production services.•Playing the role of stream risk audit manager for any internal/external audits across Finance suite of applications.•Keeping a close watch on KPI,service level metrics and reviewing the same to ensure customer satisfaction is maintained and achieved.•Planning and execution of business contingency management (BCM) tests and capturing the results/evidences so that the audit controls are achieved within the client banking firm.•Identify potential opportunities for IT automation,work driver reduction to deliver continuous service improvements for the customer.•Overseeing the various production changes (planned/break-fix) and approving them after a thorough impact and risk analysis to ensure that production stability is not compromised.• Planning and managing any new service on-boarding / transition and associated resource and delivery requirements.•SPOC for Access controls and procedures as per risk management guidelines to comply with bank wide security standards.•Responsible for team management,appraisals, recruitment, and training. Show less

Senior Application Support Specialist

• Oct 2009 - Feb 2016

• Provide day to day RTB Level 2 application support services for Market Risk reporting applications.• Anchor and onboard applications via thorough gate keeping process to identify and minimize risks that have a direct impact on stability of Production environment.• To carry out various major/minor releases which includes review of release plans, anchoring deployments in UAT & Production environments.• Initiate, review, approve and implement production change requests through defined change management process.• A thorough root cause analysis of various incidents which have occurred to channelize, identify, classify and prioritize the problems through the standard problem management process.• Perform in-depth incident ticket analysis to identify opportunities and learnings to improve the Mean Time To Recover (MTTR).• Hands-on experienced in automation of redundant support tasks, business extract requests and standard operational workarounds.• Research and presentation of system improvement ideas and contribute to continuous operational/service/lean improvement plans. Show less

Application Support Analyst

• Jun 2007 - Sep 2009

• Ensure expected level of performance and functioning of application front ends, batch processing and data loads on daily basis for wide variety of Credit and Market Risk Reporting applications. • Basic investigation that involves validating front office data feed loads and performing desired health checks front to back.• Ensure complex incidents are escalated to L2 application support for further investigations.• Providing weekend on-call coverage and support during non-business hours whenever desired.• Document and maintain knowledge documents which include critical checklists for daily support operations.• Automation of manual checkpoints as a part of demand reduction and service delivery improvement. Show less