SUMMARY:

• A competent professional with 12+ years' experience in Level 2 Production Support and Maintenance
• Designated as Technology Lead with Confidential
• Currently working as Team Lead & Change/Release/Problem Manager for Confidential
• A team player with strong technical, process, relationship management, resource management, logical and communication skills

TECHNICAL SKILLS:

Database: Oracle 9i/10g/11g, Sybase, MS SQL Server

Database GUI Tools: Quest TOAD, DBArtisan, MS SQL Mgmt. Studio

Programing Languages: Shell Scripting (ksh, csh), SQL, PL/SQL, Perl, JIL (Autosys), Core Java

API’s/Tools: SVN, Service Now, JIRA, Jenkin, Github

File Transfer Protocols: FTP, SCP, SFTP, SSh

Web Technologies: HTML, XML, JavaScript, Web services

MQ series: WMQ

Scheduling Tools: Autosys, Unix Cron Utility

Operating System: Unix, HP Linux, Windows 98/ NT/ 2000/ XP

Web/ Application Server: WAS 6/7, Apache

Microsoft Office Suite: Excel, Powerpoint, Word, Project

Monitoring Tool: Splunk

Domain: Investment Banking ( Securities )

EXPERIENCE:

AMER Regional Lead, Release &Change Manager, Problem Manager

Confidential

Responsibilities:

• Review weekly infrastructure changes impacting Applications, batches and prepare the runbook accordingly for the post checkout and execute the same to make sure application is up and running for next business days.
• Weekly CAB sheet review for all application & infrastructure changes, representing the same in CAB call, get approvals.
• Ensures all production changes are made in accordance with lifecycle methodology and risk guidelines
• Manage multiple small operational - projects requiring internal and external technology resources
• Creates Monthly change management reports with a focus on change benchmarks and continually look for areas of improvement or refinement
• Provide Change Tool (Service Now) training and ongoing education as necessary
• Participate in capturing Evidences related to changes for Audit Requirement
• Implement various releases in production systems for the bug fix and enhancements to the applications which includes Support Production Releases off of normal business hours
• Support Sustained Resiliency, Disaster Recovery, and High Availability Regulatory events like SIFMA, REG SCI, Appendix H Test
• Taking leadership in production serious incidents and represent L2 team on Management calls with client
• Dealing with support escalations from Level 1 team, including complex user and monitoring support queries, with as minimal as possible escalations to L3 teams
• Conduct periodic business meetings to review the Service Level and look for more opportunities
• Troubleshoot technical issues related to real time/batch data feeds, databases, network and applications, escalate or work with appropriate technology/infrastructure teams to provide quick solutions.
• Facilitate calls, coordination and communication during critical outage situation, sending regular update to Management and users about the progress.
• Provide batch support, health checks at the start of the day/end of the day, Monitor infrastructure, application servers, databases
• Drive improvement in operational team ability to identify, restore, and reduce outages
• To create, update, amend relevant production support documentation
• Provide weekend on call L2 support for incidents/ releases if needed.
• Maintaining Knowledge Management
• Participate and ensure Root Cause Analysis and liaising with the Development team for bug fixing, Demand Reduction, Problem Solving
• Responsible for managing the AMER resources from Confidential perspective
• Keeping track of KPI statistics relating to individual / team capacity, performance
• Producing periodic reports for FTE calculation (to calculate resource bandwidth and accommodate new requirements)
• Conduct Monthly Workload assessment on resource utilization (Incident, Problem, Change effort, etc)

Transition Manager

Confidential

Responsibilities:

• Acted as transition manager for the placement of resources for different projects
• Interviewing new resources, Arranging the onboarding training sessions
• Taking training classes for technical, process area.
• Preparing new resources in all areas before joining Confidential

L2 Regional Lead, Problem/Release/On-boarding Manager

Confidential

Responsibilities:

• Handling Incidents escalated by Level1 and provide quickest possible solutions for Confidential & Confidential
• Provide application enhancement and maintenance support to the client.
• Liaising with the Development team for bug fixing
• Responsible for the various releases in production systems for the bug fixing and enhancements to the applications
• Involved in the discussions with the development team for bug fixing and enhancement requests from the customers
• Involved in Management activities for improving the business strategy
• Acted as escalation contact for the client in Swiss region
• Taking leadership in production serious incidents and represent L2 team on calls
• Conduct periodic business meetings to review the Service Level and look for more opportunities
• Responsible for managing the Swiss resources from Confidential perspective
• Producing periodic reports for FTE calculation (to calculate resource bandwidth and accommodate new requirements)
• Conduct Monthly Workload assessment on resource utilization (Incident, Problem, Change effort, etc)
• Analyzing the Swiss Recurring Incidents to find out the Problems & Fix
• Reduce the Manual Efforts.
• Problem Tickets Review ( Weekly ), Problem Ticket Prioritization & Maintaining Known Error Database.
• Problem Ticket Reporting & KPI Calculation
• Attending call related to problem tickets with Confidential Regional Managers and Stakeholders
• Publishing the Root cause & Fix details to Application Stakeholders ( Monthly )
• On-boarding New application/ Existing application
• FTE/ Staff calculation required for getting new application on-boarded
• Co-ordination with development/ existing support team for Knowledge transfer to the team
• Making sure all documents/ knowledge are preserved for the team to start supporting the application
• Maintenance of Project Planner to track the applications which are in pipeline for getting on-boarded

Regional Lead, Problem Manager

Confidential

Responsibilities:

• Acted as escalation contact for the client in APAC & EMEA region for Confidential & Confidential
• Taking leadership in production serious incidents and represent L2 team on calls
• Conduct periodic business meetings to review the Service Level and look for more opportunities
• Responsible for managing the Global(mainly in Singapore) resources from Confidential perspective
• Producing periodic reports for FTE calculation (to calculate resource bandwidth and accommodate new requirements)
• Conduct Monthly Workload assessment on resource utilization (Incident, Problem, Change effort, etc)
• Analyzing the Recurring Global Incidents to find out the Problems & Fix for Confidential & Confidential
• Reduce the Manual Efforts.
• Problem Tickets Review ( Weekly ), Problem Ticket Prioritization & Maintaining Known Error Database.
• Problem Ticket Reporting & KPI Calculation
• Attending call related to problem tickets with Confidential Regional Managers and Stakeholders
• Publishing the Root cause & Fix details to Application Stakeholders ( Monthly )

Release Manager

Confidential

Responsibilities:

• Planning and scheduling production roll-outs for Confidential & Confidential
• Co-ordinate and arrange for PRCs with development team for all the changes
• Ensure that all the PRC items, documents, sign-off are in place before the releases
• Release Management Documentation
• Participate in Change Advisory Board meeting and lead the call
• Work on Release Management Improvement plans and execute it in function / utility level
• Handling Incidents escalated by Level1 and provide quickest possible solution for Confidential & Confidential
• Provide application enhancement and maintenance support to the client.
• Liaising with the Development team for bug fixing
• Responsible for the various releases in production systems for the bug fixing and enhancements to the applications
• Involved in the discussions with the development team for bug fixing and various enhancement requests from the customers
• Involved in Management activities for improving the business strategy

Support Analyst

Confidential

Responsibilities:

• Responsible for handling incidents
• Replicate the issue in production similar environment (build production similar environment with the client repository)
• Provide quickest possible solution for the issues
• Escalate bugs to next level of support for fix.