Senior Product Support Engineer - Bottomline Technologies - London, United Kingdom
(2022-11)
- Provide advanced technical support for multiple banking software and systems, assisting both internal staff and external clients with complex issues.
- Collaborate with cross-functional teams, such as developers, quality assurance, and product managers, to improve product quality and provide feedback for enhancements.
- Act as a point of escalation for challenging technical issues and work closely with development teams to prioritize and resolve critical problems.
- Assist in the testing of new software releases, ensuring that they meet quality standards and are free from critical defects.
- Helped perform root cause analysis and fixing of defects to resolve technical issues.
- Conducted root-cause analysis measures to identify basis of defects and finding solutions to fix problems.
Application Programmer - Lead - Bank of America - India
(2020-07 - 2022-07)
- Supported FED, CHIPS & SWIFT payment applications with 100% SLA.
- Effectively driven various meetings/outages to resolve the issues and made sure that stake holders can access the application seamlessly.
- Handled priority Outages in an effective manner and worked with various vendors to resolve the issues within SLA.
- Processed multiple payments (01-300+ Billion USD approx.) to its respective interfaces with stringent cut-off.
- Handled high value payment transactions with its respective cut-off multiple times and provided valuable feedbacks to the interfaces to make sure application availability.
- Managed the troubleshooting and problem-solving of disaster recovery solutions under extremely tight deadlines.
- Demonstrating Critical thinking abilities to anticipate potential problems and preventing, minimizing,diagnosing and remedying delivery risks and issue.
Project Lead - LTI Infotech (Citi Trade and Treasury Solutions) - India
(2020-02 - 2020-06)
- Planned implementation of changes to current procedures, facilitating smooth operations.
- Helped to outline Quality Assurance (QA) procedures for consistency and accuracy.
- Experience in Deployment activities starting from Raising a Change Request, creating a Release Plan before any new deployment, Rollback Plan and working with the Development team during the actual Deployment activities.
Senior Technical Specialist - Bank of America - India
(2017-07 - 2020-02)
- Played a key role in application migration and patching activities.
- Involved with Key stake holders on weekly basis and driven the call to application stability and availability.
- Handled high value payment transactions with its respective cut-off multiple times and provided valuable feedbacks to the interfaces to make sure application availability.
- Facilitate mitigation of issues and risks.
- Collaborate with the team to identify and resolve problems and remove impediments for the team.
- Managing code migration across environments to ensure continued and synchronized functionality.
- Establishing the root causes of application errors and escalating serious concerns to the Senior Engineer.
- Keeping a record of configuration changes and scheduling application updates.
- Documenting processes and monitoring application performance metrics.
Senior Consultant - Infinite Computer Solutions (Verizon Telematics) - India
(2016-03 - 2017-06)
Client: Verizon Telematics (Audi, Mercedes, Volkswagen, State Farm, Towers Watson & Nissan). Telematics being a Machine-to-Machine level technology which requires series of applications and Infrastructure which needs to be frequently updated, and we would need to provide the latest and innovative enhancement in terms of customer experience and satisfaction.
- Manage all aspects of the end-to-end release process.
- Update service knowledge management system.
- Resolving/debugging the live issues in the application and the servers.
- Providing Root Cause Analysis (RCA) for the raised issues.
- Analyzing faults in the system and providing solutions in the agreed SLA timings.
- Coordinating with the 3LS teams, interface teams and E2E teams to solve the issues as per SLA.
Consultant - Polaris - India
(2015-08 - 2016-02)
Client: Royal bank of Scotland (RBS). Supported Applications: Retail Credit Risk Solutions - Athena. Working for a leading banking project as a Service Assurance lead.
- Driving the efficiency and effectiveness of the incident management process across the boundary of the project.
- Producing management information, including KPIs and reports.
- Monitoring the effectiveness of incident management and making recommendations for improvement.
- Providing Root Cause Analysis (RCA) for the raised issues.
Software Associate - L&T Infotech - India
(2014-01 - 2015-08)
Client: Citibank. Applications Supported: BE-Portal, IDM, Mobile, Tablet
- Coordination of all changes through the Control process, liaising with QA to ensure the changes are tracked correctly.
- Participation in on call rotation.
- Driving, developing, managing, and maintaining the major incident process and associated procedures.
- Ensuring that all IT teams follow the incident management process for every incident.
- Participation in bridge calls or status calls with Development and other teams based on priority of the issues with the application.
- Creating weekly ticket metrics reports like-Logged/Closed ticket details.
Software Engineer - HCL Technologies - India
(2010-06 - 2013-10)
Client: British Telecom. Application Supported: Discus, Sentinel & Proteus
- Provide Application support and Maintenance for the BT clients as an ASG member.
- Accepting and resolving the incidents raised by the users or clients as per Incident Management.
- Monitoring data flows between the systems (upstream & downstream applications).
- Raise Service Requests/ Incidents / Problem Record / Change Record through bridge clarify to solve application issues.
