SUMMARY

• An organized and detail - oriented professional with 17+ years of experience in roles like Business Reliability Engineer, Lead Business/System Analyst, Project Manager, Process Consultant, Lead Solution Designer, Network Optimization Engineer and in areas like IT Operations, Auto Finance - Retail Transformation, Enterprise Data Warehouse, Field Force Management, Business Process Optimization, Infrastructure OSS solution design and core Transmission Network Rollout.
• Experienced and Proficient in Auto Finance, Data Analysis, Field Force Management Solutions, Motive Work Flow Engine, Infrastructure Transmission OSS Solution Design and Planning/Implementation/Operation/Optimization of Telecom Transport Networks
• Played client facing roles and also managed small to medium size teams through complete resource lifecycle from induction, mentoring, performance evaluation and transitions.
• In-depth knowledge of system level architectures, business processes, and IT technologies.
• Proven ability to think from all aspects (people, process and system) of complex business problems and giving solutions that satisfy business needs and objectives.
• Extensive experience in Requirement Management including requirement gathering, elicitation, functional specifications, requirement change management and User Acceptance Testing.

TECHNICAL SKILLS

• Excel, PowerPoint, Word, Visio, Project.
• SharePoint, Wiki, HP ALM, JIRA, Quality Center, ServiceNow
• XML, HTML, JSON, SOAP
• Web Service Functional Testing
• SQL

PROFESSIONAL EXPERIENCE

Confidential

Responsibilities:

• As a Business Reliability Engineer deliver all IT operations activities, application and infrastructure (on-premises and cloud-based) ensuring that all day-to-day operational activities are carried out in a timely and reliable way in a 24x7x365 environment for all the business-critical applications in Sales and Product and Remarketing domains.
• Collaborate with factory teams to plan Knowledge Transitions to ERA team for all the releases as well as new applications getting deployed to production.
• Closely monitor Incident handling, triage and troubleshoot major incidents and manage communication, notification and escalation during system outage.
• Oversee/contribute to problem management to ensure timely completion of root cause analysis and remediation actions.
• Conduct thorough analysis of remediation changes and capture all those details in JIRA stories along with supporting incidents, statistics and acceptance criteria and work with project teams to get that prioritized for production deployment.
• Manage SaaS vendor relationships and communications including engagement during business affecting major incidents, handling escalations, preparing and participating in weekly advocacy meetings.
• Monitor & measure IT Operations performance, develop processes for collecting required information, interpreting metrics, & reporting performance results to the appropriate audiences.
• Align scorecards to strategic objectives and operational priorities, evaluate & improve metrics to ensure they deliver value to the IT organization, and track & manage corrective actions.
• Support applications like Loan origination system, Master Pricing System, Dealer Facing applications/services, Residuals, Sales tax etc.
• Lead, inspire and develop a high-performing team of IT Professionals to deliver effective customer support across the entire range of applications and services.
• Ensure KB articles are correctly updated for all the upcoming changes so that teams have all the right information to resolve the incidents.
• Work with L1 and L2 support teams, understand their impediments and help them to resolve those so that issues can be resolved at the earliest to have minimum impact on user productivity and overall business.
• Promote and support the deployment of Service Management processes to all stakeholders interacting with Problem Management, Change Management and Incident Management.
• Contribute in major infrastructure changes such as Network Optimization changes, Data Center Migration, SSO migration and ensure success of all such events.
• Analyze inefficiencies in ITIL processes and work with respective teams to build systemic as well process-oriented solutions.
• Identify automation opportunities and work with respective teams to get them implemented.
• Ensure all the applications, Web services and batch jobs have adequate monitoring and alerting to catch production issues before end user/business experiences that.
• Transaction logs profiling to find out top reasons for failure and work with factories to fix those issues.
• Work with factories (Project teams) to timely update Technology Recovery plans (Disaster Recovery) for all business-critical applications and execute TRP testing as per schedule and document after action reports.

Confidential

Responsibilities:

• Work as a Business System Analyst of Integration Platform in Retail Transformation
• Document, categorize and prioritize business, user and system requirements in JIRA along with risks, assumptions, dependencies and UI mock Ups and socialize with business teams for approvals.
• Collaborate with business partners like Marketing, Legal, Pricing, Sales, PMO to analyze and understand business problem/need, conduct Workshops to gather/elicit business requirements, analyze/validate business requirements, propose solutions for requirements ensuring maximum configurability and reuse.
• Translate the business and user requirements into system requirements. Identify interface requirements and create data mapping across all systems and interfaces.
• Work with external vendors to ensure correct/detailed understanding of requirements, effort estimation, build/test/deploy co-ordination.
• Develop/Maintain test plans/use cases, test APIs using SOAP UI.
• Validate Dealer readiness for National Rollout of functionalities built under Retail Transformation (RT) - Payment Estimation (Retail, Lease, Rebates endpoints), Protection Products (GAP, EWU, VSA, T&W, PPM) and Loyal Customer Profile (Sales Force).
• Designing Web Services to use more accurate data during estimation phase to give realistic estimates.
• Plan, co-ordinate production deployment of new functionalities.
• Set up Continuous Integration/ Continuous Delivery (CI/CD) pipeline for automated deployment
• Assess impact of Infrastructure/Network changes, plan, co-ordinate and support them till completion.
• Service Management and Support of RT Services launched for pilot dealers in Production - CMDB Configuration of newly launched applications including creation of assignment groups, on-call groups etc.
• Operational monitoring and Business Intelligence - Working closely with Operations and architecture team to define and implement monitoring requirements for new applications
• Analyze AS-IS business processes and system capabilities associated with consumer facing Auto Finance - Web functionalities and evaluating effectiveness of all such functionalities.
• Working with business team to analyze consumer behaviors on the website while using different functionalities and suggesting ways to increase the effectiveness.
• Review and approve project documentation, including estimates, business requirements, design documents, technical documents, test plans, and test results.

Confidential

Responsibilities:

• Work as a Lead BA with Hawaii Billing System SMEs to understand system architecture, core business processes and database architecture.
• Understand data warehouse subject areas and create source to target mapping for deriving different target fields using source tables.
• Validate source to target mapping using SQL.
• Document, clarify, and initiate change requests for HSR and coordinate with the development and testing team.
• Led a team of 10+ resources including BAs, Developers and QAs working in onsite-offshore model.
• Project milestone tracking, reporting and resource management.