Incident Manager - VeroDatatex India Pvt Ltd
(2025-02)
- Incident Coordination: Lead incident bridge calls, mobilize the right technical specialists, and assign tasks to restore operations swiftly.
- Stakeholder Communication: Provide timely, jargon-free updates to affected business units, executives, and users regarding status and estimated times to restore (ETAs).
- Escalation Management: Recognize when an issue requires higher-tier support, external vendor intervention, or executive-level decision-making.
- Post-Incident Reviews (PIR): Lead after-action reviews to separate symptoms from root causes, ensuring preventive measures are documented and implemented.
- Documentation & Compliance: Log all troubleshooting steps, communication, and resolution details to maintain an accurate timeline and meet SLAs.
Technical Lead - Fifth Third Bank
(2017-05)
Played the role of the Subject Matter expert while supporting the DataStage environment for the Commercial Banking business.
- Analyzed business, functional and technical requirements with line of business partners and technical stakeholders.
- Understand requirements, expectations and challenges and provide multiple solutions and help clients to choose the right and the best solution.
- Perform data analysis, impact analysis and effort estimation, project planning, scheduling and delivery.
- Work with other Data Architects, Enterprise Data Warehouse stake holders, Data Modelers, developers in understanding Physical and Logical data model, system design and identify the gaps in the current system and provide technical designs and approaches to bridge the gap.
- Closely work with stake holders of upstream and downstream systems as well as Enterprise data management teams to ensure, a seamless and a flawless data flow between multiple systems associated with the supporting applications.
- Interact with and communicate detailed technical requirements to project development team.
- Identify data quality issues and apply analytical skills to design and develop resolution strategies.
- Assess situation and suggest systemic process improvements.
- Ensure proper implementation and regular adherence to practice of ITIL-Service Management modules such as Incident Management, Problem Management, Change Management, KBASE management and Request Fulfillment Management.
- Monitor the applications in production via IBM Tivoli Workload Scheduler (TWS) Jobs, DataStage Director and DataStage designers, analyze performance statistics of Parallel jobs, report and track and permanently close the issues found in the existing software systems.
- Plan and control production jobs during the infrastructure upgrades (Sterling Servers, DB2 Server upgrades and patching, IBM DataStage server upgrades and patching and ensure application is not impacted.
- Implement a shift-left approach of service management by automating the common resolutions.
- Provide technical expertise on business intelligence environment using IBM's WebSphere Data Integration Suite.
- Design and develop extracting, transforming and loading (ETL) processes.
- Act as SPOC at onshore to prioritize and assign work to offshore, track, review and guide the team to ensure the proper closure of the work to meet and satisfy the client's expectation.
- Write Technical Designs to develop ETL Job Streams and promote code to test and production environments. Develop technical solutions using approved methodologies.
- Track all the work using Version One, Remedy or Case Management System.
- Perform code reviews, project artifacts, as required and ensure best practices are followed.
- Work with QA team to complete Systems testing and User Acceptance testing.
- Closely work with Change and Release managers to ensure, proper change requests are created for production migration and deployment and validate the implemented changes in production.
Analyst and Designer - Fifth Third Bank
(2014-07 - 2017-04)
- Managed and supported the production environment and development work on the productions fixes and enhancements for ETL and reporting infrastructure for application in the retail division of the bank.
- Managed and led migration projects for migrating the ETL code from DataStage v8.5 to v9.1.
- Worked on redesigning ETL jobs to improve the performance and decrease the run time in Production environment.
- Participated in project planning sessions with project managers, business analysts and team members to analyze business requirements and outline the proposed solution.
- Created the workflow to follow the ITIL process for Change Management, Incident Management and Problem Management within the organization.
- Worked on creating different process and documents to support the ETL jobs running in production, which helps to provide 24*7 supports on the ETL jobs.
- Performed Release management planning to ensure releases are scheduled inline of existing process and the business deadlines.
- Created a checklist to be followed which helps in moving the proper code during the scheduled releases.
- Created and executed Disaster Recovery plan for the ETL/BO processing scheduled across all the applications supported within the Retail sector of the bank.
- Led project Architecture design, ETL DataStage development & transformation, validation/review of ETL jobs for conversion and transformation.
- Worked with BA's, PM's, LOB's and different teams to ensure that all the DW projects are delivered in timely manner.
- Used DataStage as an ETL tool to extract data from sources systems, data validations, aggregate the data filter and load into the target tables and create csv as output.
- Performed offshore-onshore coordination to manage on time deliverables and speedy issue resolutions.
Production Support Analyst - Vantiv (Worldpay, Inc)
(2013-08 - 2014-06)
- Lead the team of 5 members from Offshore Operations.
- Provided production support and on call support.
- Worked with applications to deploy new and modified DataStage jobs to QA and production.(Using HP Quality Centre Suite, Share points)
- Monitor and process DataStage administration requests via E-mail, ticketing , IMs and defects
- Address LOB issues, end to end analysis of production problems and resolving those.
- Assist developers and support staff with resolving problems with aborted jobs, Locked jobs, space problems, large job log files, hung jobs, etc.
- Coordinated with development leads on the code movement for different objects in required environment to track the testing activities as per project schedule.
- Enforced team to follow Root Cause Analysis and Corrective Action Plan for the production jobs aborts/escalations.
- Develop, maintain and supportshellscripts that allow DataStage jobs to run under cron or Scheduler.
- Maintain DataStage standard and naming convention documentation.
- Enforce Best Practices and adherence to ETL standards.
- Perform Periodic DataStage environment health-checks and maintenance of the DataStage environment.
Senior Support Analyst - Tesco
(2011-10 - 2013-08)
- Worked with legacy SME(s), Process Team and Functional Team to understand data integration requirements, source to target data mapping and method of data loading to target system
- Extensively used DataStage client tools to develop, test and run ETL code before migrating the code to PROD environment.
- Interacted with Line of Business users and Business Analysts for understanding business requirements and reviewing the functional requirement document.
- Used different stages of DataStage like sequential file, Transformer, Aggregate, Sort, Join, Lookup, Change Capture, Funnel, Peek and Row Generator stages in accomplishing the ETL Coding.
- Worked with IBM Information Analyzer 8.5 on Data profiling for column analysis, primary key analysis and Foreign Key Analysis.
- Monitored process control table for each conversion objects to keep track of all the runtime information in order to back track any issue and help faster and transparent resolution.
- Troubleshooting, resolving and escalating data related issues and validating data to improve data quality.
- Coordinated with testers and helped them in the process of integration testing by providing Knowledge transfer and assistance in the defect management process.
- Provided production support for the particular module moved to Production environment.
ETL Support - Lloyds Banking Group
(2010-02 - 2011-10)
- Experience in understanding the business requirements and translating them into detailed design along with Technical specifications.
- Designed sequences to implement job dependencies and restartability.
- Designed, developed and implemented efficient error handling methods.
- Worked with DataStage director to run and check the job logs.
- Review the ETL code and perform Unittesting for all the requirements before moving into UAT phase.
- Schedule jobs using DataStage director and support QA team for system testing.
- Preparation of deployment deliverables and code migration forms.
- Assistsupport team for production deployments and post production support.
HCL Technologies
(2010-02 - 2013-08)
SLK Software Services Ltd
(2013-08 - 2017-04)
SLK America Inc, USA - USA
(2017-04 - 2020-11)
SLK Software Services Ltd
(2020-12 - 2022-11)
Support/Release Associate - Bank of America
(2006-12 - 2009-12)
- Provided technicalsupport to the Customers over the phone.
- Troubleshooting technical issues related to TicketOS Product.
- Resolved issues for the customers by taking Remote Desktop.
- Achieved target on Customer Satisfaction (CSAT) / Sales / Average Call handling time (AHT) /Service level Agreement (SLA).
- Prepared the report of the team performance for CSAT / Sales / AHT / SLA and circulating.
- Provided training and mentoring to the new hires regarding the technical issues, product and process.
- Helped the Team Lead in preparing team shiftroster and Work Force Managementschedules.
Razorgator Technologies
(2006-12 - 2009-12)
