IT Analyst C2 - Application Support Lead L2 at Tata consultancy services (2022-09 – Present)
Leading a team of 5 engineers supporting critical banking applications (Mainframe & Java) for Nordea Bank.
- Managing daily operations including incident triage, workload allocation, SLA monitoring, and escalations.
- Acting as the primary escalation point for P1/P2 production incidents.
- Driving automation initiatives to reduce manual effort and improve process efficiency.
- Conducting regular team mentoring, performance feedback, and cross-skilling programs.
- Collaborating with business, development, and infrastructure teams to ensure high system availability.
- Proactively analysing recurring incidents and implementing preventive fixes to improve application stability.
- Provided end-to-end production support for Mainframe (JCL, COBOL, DB2) and SQL applications.
- Resolved customer-reported incidents within SLA timelines.
- Led change management activities ensuring zero post-deployment issues.
- Performed batch monitoring, data validation, and reconciliation activities.
- Created SOPs and knowledge base documents to reduce resolution time.
- Identified automation opportunities and implemented scripts/tools for repetitive tasks.
- Conducted proactive monitoring and pattern analysis to prevent potential incidents.
- Coordinated between onsite client teams and offshore support teams for seamless issue resolution.
- Led change discussions, deployment validations, and post-implementation monitoring.
- Designed and optimized complex SQL queries for financial transaction reconciliation and compliance reporting.
- Provided executive-level updates on major incidents and resolution timelines.
Support executive L1 at Tata consultancy services (2022-09)
Telecom domain support for Proximus project.
- Monitoring the daily, monthly, quarterly, yearly batches
- Working on day-day failures, production issues
- Monitor and support manage queues (Incidents, user request, change requests, problem) tickets on day-day basis
- Analysed the repeated failures and working on their root-cause to reduce the failure counts and escalated to build the team if necessary
- Provided support to business during day-day activities and adhoc request
- Daily basis verifying system and application logs to prevent issues
- Reach out to up streams and down streams for any data feed issues or delays
- Daily health checks for applications and servers
Product support tech advisory 1 at IQVIA (2020-02 – 2022-09)
International production support in Health care domain.
- Provided production support (24/7) and coordinated with developers, Management and end users which involves escalation of abends
- Providing immediate fixes to abends
- Monitoring batch jobs for daily, weekly, monthly, quarterly, yearly jobs and reporting to the client
- Worked on executing mainframe batch jobs utilizing the ESP scheduling application
- Worked on JCL, COBOL and restating the failed mainframe jobs
- Preparing weekly reports, EMEA reports, monthly presentation and presenting it to the clients
- Worked with developers if any new production comes and prepared the documentation with the team
- Provided KT to the new joiners
Senior systems engineer L1 at Cognizant Technology Solutions (2017-08 – 2019-12)
Payless project in Retail domain.
- Provided production support (24/7) and coordinated with developers, Management and end users which involves escalation of abends
- Providing immediate fixes to abends
- Monitoring batch jobs for daily, weekly, monthly, quarterly, yearly jobs and reporting to the client
- Worked in major Incidents (P1 and P2), getting the teams together and then driving the call together to provide a speedy resolution
- Preparing the SOP documentation regarding the process
- Performed all kind of activities related to mainframe prodcics such as Agent changes, block number changes, restarting instructions
- Responsible for mainframe SLA's
- Performed all the daily related activities to mainframes such as clean up of all jobs
- Worked on editing and overriding instructions on CA, TSO, Mainframe-prodcics, JCL, MVS console
- Mainframe prodcics: In order to demand or run the job, JCL edit, schedule change, payroll changes
- UC4 Automic and CA: Job scheduling, batch process, JCL job car edit, server maintenance, service restart, Application maintenance
