May 2022 – Jun 2022 · 1 mo · Bengaluru, Karnataka, India

Nov 2019 – May 2022 · 2 yrs 6 mos · Gurugram, Haryana, India

• Working as Seasoned Risk Management, Compliance & Governance SME for Global Production Support Team for RBS Corporate Investment Banking.
• Expert in L2 level Application Support Profile to analyze and identifying Root Cause of the failure and fix them with proper interaction with Development team.
• Responsible for implementing internal strategies, policies, procedures, and programs to prevent violations of law, rules, or regulation and design.
• Establish and maintain the Risk strategy and program roadmaps, evaluate, prioritize and execute on program initiatives.
• Ensure adherence to compliance processes and procedures by Implementation of risk-based underwriting decision.
• Proficient in UNIX Shell Scripting, automating the Jobs using Shell Scripting and Database (SQL, PL/SQL)
• Managing all BAU support activities, Deployment, Integration and troubleshooting as an individual task performer (SME) as well as leading a Application Support Team.
• Coordinated proactive actions, leading Major Incident (MI) reviews, escalating and managing crisis calls, adhering to the Service Level Agreements (SLAs) for timely issue resolution with Customer/Stakeholder focus.
• Maintained the knowledge articles on ServiceNow with the latest resolutions/ lessons learnt.
• Oversaw all testing and troubleshooting for banking application and documented issue resolutions for development team.
• Established and executed production chains: setting and execution of jobs- an ETL based application using tools – ITRS Geneos.
• As Run the Bank (RTB), took proactive actions ensuring application availability, monitoring batch job using Autosys tool.
• As Change the Bank (CTB), performed deployments and implemented application upgrades using UNIX.
• Managed pre and post go-live actions. Maintaining dashboards, daily health checks monitor and coordinated status updates for stakeholders, up-streams and down-streams.

Feb 2019 – Nov 2019 · 9 mos · Noida Area, India

• Roles and responsibilities --
• Individual contributor in GBUCS team having responsibility to provision systems for customers for FBGBU (Food & Beverages Global Business Units)
• Provide tier 2 Level support to a leading Food & beverages clients like Sodexo/KFC/Dominos/Starbucks etc.
• Troubleshooting all operating systems related issues, join outage calls and rebuild systems in priority as and when required.
• Work experience in Troubleshooting of Linux/Windows Servers, Maintaining, upgrading and providing support to Infrastructure.
• Review and update work instructions/SOPs/documents, support team members and mentor team.
• Design and implement new code in servers to automate existing manual activity.
• Receiving the infrastructure related info. from Nagios tool and OEM(Oracle enterprise monitoring) and troubleshooting the issues based on alerts.
• Monitoring of clients business flow in application.
• Installing the SSL certificates if they are expired and as per the changes provided by customer.
• Resolving the issues on the basis SLA’s of Priority of the tickets on Oracle CX tool.
• ITIL Best Practice and maintaining the Incident Management Lifecycle while handling service requests, incidents, problems and change requests with their SLA’s.
• Hands-on Experience on Oracle Rightnow tool for handing service requests.
• Delivering on KPI’s set internally as well as adhering SLAs and OLAs with regards to service delivery to our customers.
• Achieving Key Performance Indicators and Customer Satisfaction metrics.
• Assist Incident Management implementing ITSM processes and automating processes when it comes to reporting.

Feb 2018 – Feb 2019 · 1 yr · Gurgaon, Haryana, India

• Technical Roles & Responsibilities
• Responsible for resolving technical queries from Travel Agents & Account Managers spread across domains by
• conducting weekly open hours for EU and APAC regions
• Ownership as SME of end to end quality improvement in the Egencia product lines like Air, Hotels, Cars, Trains, Approvals & Payment processing involving bi-weekly interactions with Product & Engineering teams.
• Provide product solution improvement and scaling opportunities to Product Managers and Engineers based on early customer feedback, and develop fast prototyping solutions.
• Extensive domain expertise to deliver trainings for global support team across Centers at Paris & Seattle
• Inspection of accuracy and consistency in incident data that goes as an input to revenue reporting to management
• Day to day Case handling and providing resolutions of reported technical issues by querying SQL database, checking user sessions via Glass Box and monitoring logs using Kibana/Splunk within stipulated SLAs
• Routine logging of bugs to highlight product functional & technical shortcomings as per customer requirements
• Driving daily Scrum calls with engineering team to Triage Bugs logged by global support team
• Leverage internal technical expertise to resolve issues
• Organize in UAT/ Roadshows for new Products to ensure the upcoming Product is up to the expectation and leads to higher adoption.
• Collaborate with other departments/teams for product enhancement
• Flexible and able to quickly adapt to changing business needs and processes.
• Skilled in verbal and written communication to analyze, interpret and address issues.
• Create new knowledge-base articles to capture learning
• Addressing user complaints and feedback by having constant meetings with stakeholders and providing inputs to product teams to help create a more robust product.

Dec 2013 – Feb 2018 · 4 yrs 2 mos · Chandigarh Area, India

• Roles and Responsibilities--
• 24*7 Applications & Production Support, along with Handling of all L2 level daily Operational activities, Application Development and Troubleshooting along with Incident, problem and Change management.
• Responsible for ensuring smooth flow of AT&T Applications- EDGE, MSOCESM, PSP, GCAS.
• Analyzing application/Infra related errors with proper investigations and coordinating with L3 team for proper resolution.
• Ensure correct and timely resolution of all Incidents/Problem tickets for Client within SLA.
• Effectively manage day to day critical incidents (P1) to successful completion within SLAs and managing escalations, driving root cause analysis and corrective actions to prevent reoccurrence.
• Proactive in the identification of application associated risks-issues-concerns and highlight it to respective stakeholders providing mitigation as applicable.
• Manage email and ticketing systems. Ticketing Tool used as BMC Remedy ITSM
• Produce daily/weekly/monthly project status reports and communicate project milestones, status, issues, risks, and other information needed by stakeholders to ensure successful deliverables and overall implementation.
• Excellent skills in business application support, problem solving skills with a strong technical background and good interpersonal skills & customer relational skills.
• Interact with the customer to know the business gaps and chalk out the plan of improvement
• Actively working on Deployments for the enhancement of Applications.
• Handling Crisis Bridge Call with the Client & End Users to provide them with the exact resolution for the problem.
• Remarkable in supporting Linux/Unix & Windows production support environment and Expertise in analyzing and resolving production issues
• Expert in Database advance SQL queries & subqueries, procedure, scripts, and Daily maintenance of the databases, Health Checks, Identifying Issues, Troubleshooting Techniques, and Root Cause Analysis.