Jul 2024 – Mar 2026 · 1 yr 8 mos · Mumbai, Maharashtra, India · On-site

• Plan and coordinate OS, database, middleware, and application patching cycles across enterprise applications.
• Maintain 95%+ patching compliance across the IT estate, ensuring alignment with corporate and regulatory timelines.
• Oversee audit readiness, and risk assessment for all production systems.
• Collaborate with application, infrastructure, and vendor teams to schedule patches with minimal business impact.
• Track post-patch health and issues, ensuring rapid remediation and SLA adherence.
• Maintain detailed governance documentation, SOPs, and operational standards for patching processes.
• Participate in CAB reviews for patch readiness, including UAT sign-off, implementation plan, rollback plan, impact analysis, and post-deployment validation, ensuring compliance and operational stability.
• Analyze patch-related incidents and failures to drive continuous improvement in patching strategy.

Dec 2021 – Jul 2024 · 2 yrs 7 mos · Mumbai, Maharashtra, India · On-site

• Command Centre Leadership
• Led the Incident Management function, ensuring early detection and timely resolution of incidents within IT–Business SLAs.
• Equipped the 24×7 Operations Team with effective and user-friendly monitoring to enable proactive incident handling.
• Conducted regular training on incident processes, escalation workflows, system architecture, and application behaviour.
• Acted as the primary 24×7 escalation owner during major incidents, driving disciplined War Room execution.
• Managed shift rosters and staffing for uninterrupted 24×7 Command Centre coverage.
• Problem Management
• Drove Root Cause Analysis (RCA) and ensured permanent fixes to prevent repeat incidents.
• Enforced RCA closure within 7 days, ensuring accountability across Application and Infrastructure teams.
• Enabled visibility and timely action through a structured escalation framework up to the CIO Office.
• Observability & Monitoring
• Led the Observability strategy for critical applications with OEM partners to strengthen real-time visibility for Command Centre.
• Implemented end-to-end monitoring frameworks for proactive detection and improved MTTR.
• Periodically reviewed dashboards to plug KPI gaps and enhance coverage.
• Standardized and optimized dashboards across key applications and infra for consistent visibility.
• Governance & Compliance
• Built governance policies, internal controls, and processes aligned to best practices.
• Conducted RCSA to assess control effectiveness and drive improvements.
• Partnered in audit, compliance, and regulatory engagements, ensuring timely closure of observations.
• Updated strategies, standards, and procedures to enhance operational maturity.
• Ensured timely reporting of critical downtime to regulators within defined SLAs.

Apr 2013 – Dec 2021 · 8 yrs 8 mos · Mumbai, Maharashtra, India

• Provided L2 application and infrastructure support for business-critical applications across production and non-production environments.
• Monitored application and system performance, responding to alerts and incidents using enterprise monitoring tools.
• Handled application incidents, performed initial troubleshooting, and coordinated with L3 teams for timely resolution.
• Supported batch processing and job scheduling using AutoSys, including failure analysis and recovery.
• Participated in change management processes, including deployment support and post-implementation validation.
• Assisted in patching and SSL/TLS certificate renewals, ensuring minimal impact to business operations.
• Supported Disaster Recovery (DR) readiness and failover validation as part of planned exercises.
• Maintained SOPs, runbooks, and operational documentation for application support.

Mar 2010 – Apr 2013 · 3 yrs 1 mo · Vashi, Navi Mumbai

• Provide primary on call support for applications supported.
• Monitoring availability, accuracy and performance, or general issues of applications.
• Coordinate with Tier-3 support team and development team in analyzing complex product issues.
• Working towards 100% system/Application uptime.
• Performing root cause analysis of repetitive incidents and issues for permanent rectification of problems.
• Supporting Dev, SIT, UAT, STE and Prod environments from implementation to post implementation availability/isssues/change.
• Automate manual activities as far as possible by developing scripts in Unix.
• Working on a wide range of mission critical applications on geographically wide infrastructure.
• Change Management.
• Downloading, Installing and administration of Peoplesoft HCM 9.0 and Weblogic 10x.