Jun 2024 – May 2025 · 11 mos · Noida, Uttar Pradesh, India · Hybrid

• My primary focus is to drive & restoration of Major/Minor Incidents that has direct impact on the client's business, to lead and ensure ownership, communication, and progress to closure.
• Escalation POC for the Service delivery team and actively handling the weekly catch-up calls with
• Resellers/Partners.
• Application specific Knowledge of Hosted PBX/On Premise PBX i.e.: Broadworks, LG, Avaya, Mitel 3300 (MiCloud Business) & Mitel Telepo (MiCloud Office) etc.
• Actively working with Development Team and QA team to get the bug/Production issues resolved and
• aligning the deployment plans with the Delivery Team
• Monitoring of running tollring Hosted Products (IIS- Customer wise) & Infrastructure monitoring etc
• Incident Management: Ensuring the restoration of the services ASAP either via an available fix or workaround. Initiating a Bridge call and getting the right support group on call to resolve or find a work
• around for restoration. Following up for RCA.
• To ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements (SLAs).
• Handle all tasks involved from Product setup to product Delivery to clients and then continuous product support for incident raised.
• Co-operation with Problem Management during creation of the Root Cause Analyze records
• To crate Knowledge with repeatable procedures with a goal of reducing the number of Incidents.
• Analyze trends for all incidents, problems, and changes and provide recommendations to the management team on actions to improve efficiency and cost savings opportunities.
• Communication, notification, and escalation to senior leadership as part of Incident Recovery process
• Management of incidents/customer, to maintain the highest-level availability/satisfaction.

Jan 2021 – Oct 2021 · 9 mos · Noida, Uttar Pradesh, India

• Actively participating into Product Management Meeting to contribute towards the improvement of the product.
• Escalation POC for the Service delivery team and actively handling the weekly catch-up calls with
• Resellers/Partners.
• Application specific Knowledge of Hosted PBX/On Premise PBX i.e.: Broadworks, LG, Avaya, Mitel 3300 (MiCloud Business) & Mitel Telepo (MiCloud Office) etc.
• Actively working with Development Team and QA team to get the bug/Production issues resolved and
• aligning the deployment plans with the Delivery Team
• Monitoring of running tollring Hosted Products (IIS- Customer wise) & Infrastructure monitoring etc
• Incident Management: Ensuring the restoration of the services ASAP either via an available fix or workaround. Initiating a Bridge call and getting the right support group on call to resolve or find a work
• around for restoration. Following up for RCA.
• SLA Management: Need to ensure that all the tickets are assigned to the right support group and have
• been addressed in timely manner and resolved within SLA.
• Conducting the Weekly Team huddle (depends) to keep the team updated with the daily/weekly
• performance track.
• Publishing regular updates to client and arranging reconvenes track the progress on the steps or task been discussed and agreed for resolving the issues.
• Maintaining the timeline till the closure of the issue, it include the SLA breech by Incident manager for communication or Severity confirmation

Oct 2021 – Jun 2024 · 2 yrs 8 mos · Greater Noida · On-site

• Escalation POC for the Service delivery team and actively handling the weekly catch-up calls with
• Customers and respected Business Analysts.
• Application specific Knowledge of On-Premise and web based business banking applications along with BAU specifications in Banking and wealth management aspects.
• Actively working with Development Team and QA team to get the bug/Production issues resolved and
• aligning the deployment plans with the Service Delivery Team
• Monitoring and managing of ongoing Hosted we application/services (IIS- Customer wise) and even on-Premise.
• Incident Management: Ensuring the restoration of the services ASAP either via an available fix or workaround. Initiating a Bridge call and getting the right support group on call to resolve or find a work
• around for restoration. Following up for RCA.
• SLA Management: Need to ensure that all the tickets are assigned to the right support group and have
• been addressed in timely manner and resolved within SLA.
• Conducting the Weekly Team huddle (depends) to keep the team updated with the daily/weekly
• performance track.
• Publishing regular updates to client and arranging reconvenes track the progress on the steps or task been discussed and agreed for resolving the issues.
• Maintaining the timeline till the closure of the issue, it include the SLA breech by Incident manager for communication or Severity confirmation- Actively participating into Product Management Meeting to contribute towards the improvement of the product. - Conducting the Weekly Team huddle (depends) to keep the team updated with the daily/weekly performance track. - Publishing regular updates to client and arranging reconvenes track the progress on the steps or task been discussed and agreed for resolving the issues. - Maintaining the timeline till the closure of the issue, it include the SLA breech by Incident manager for communication or Severity confirmation

Sep 2020 – Dec 2020 · 3 mos · Greater Noida

• Driving the bridge call for severity 1 incident, group chats and following proper escalation matrix to avoid
• any delay in resolution.
• Reviewing the RCA ‘Post-Mortem’ with Problem Management team and attending the follow-up meeting with all relevant managerial and architectural principals should take place to review / critique the problem response effort, including the technical troubleshooting process and to prioritize and assign follow up on outstanding items
• Prepare SDD/FSD/BRD for the ongoing discussion between client and organization.
• Define Technical impact, Service impact and business impact by discussing with Technical Teams and
• Client Services manager.
• Post incident Review to assist problem management for detailed analysis on root cause

Jul 2018 – Sep 2020 · 2 yrs 2 mos

• Project Title: Cheque Truncation System (CTS) Solution for Bank of Baroda Description:
• Developed number of processes to meet banks different requirements like Clearing of CTS / Non CTS Cheques, Post-dated Cheques so on. The solution involved development of a Windows Application, Web application, a number of Windows Services and Web Services. The process has complex calculation of Credit/Debit amount for Cheques along with DB Integration of bank’s Core Banking solution
• Project Title: Dena, Vijya Bank merger solution for Bank of Baroda(BOB) Period: Current Project
• Description: Recently on merger of Dena and Vijya bank with Bank of Baroda, currently developing a solution through which Al-Dena and Vijya banks can process their cheques/transactions

Jul 2016 – Jul 2018 · 2 yrs

• Project Title: Al-Hilal and UNB Merger Solution for Abu Dhabi Commercial Bank (ADCB) Period: March’19-Jun’19
• Description:- Recently on merger of Al-Hilal and UNB bank with ADCB, currently developing a solution through which Al-hilal and UNB banks can process there cheques/transactions through ADCB. All the migrated accounts will be processed through ADCB to Central Bank
• Project Title: 2fFA Authentication (Biometric) Solution For Bank Of Baroda (BOB) Period: 2018-2019
• Description: Developed a 2FA authentication process i.e.; Biometric authentication for Bank of Baroda in which after the successful login through the AD credentials, users would need to login with their Biometric (thumb/finger) for second level of authentication for CTS application. This could minimize the security breach in current bank system
• Project Title: Cash and Cheque Deposit Machine (CCDM) Solution for Bank of America (BOA) Period: 2014-2015
• Description: Developed a solution to read and process the Cheque image for different processes like Inward/Outward/Cash cheques. It involves complex DB Integration with bank’s Core Banking System and parallel processing of the Cheques at multiple interfaces with complex transaction management

Aug 2014 – Jul 2016 · 1 yr 11 mos

• Project Title: Cheque Truncation System (CTS) Solution for Deutsche Bank Period: 2015-2016
• Description: Developed a number of processes to meet banks different requirements like Clearing of Post-dated Cheques, Foreign Currency Cheques so on. The solution involved development of a Windows Application, Web application, a number of Windows Services and Web Services. The process included complex calculation of Credit/Debit amount for Cheques along with DB Integration of bank’s Core Banking solution
• Project Title: Cash and Cheque Deposit Machine (CCDM) Solution for Abu Dhabi Commercial Bank (ADCB) Period: 2014-2016
• Description: Developed a solution to read the Cheque image from a CCDM Machine and process it. It involved complex DB Integration with bank’s Core Banking System

May 2013 – Jul 2013 · 2 mos · Kanpur Area, India