Nikhil Chomal

Experience

• 

  Cognizant

  Sept 2012 - Oct 2021

  • Maintain and optimize IT operations for the applications under support scope.• Managing Operations of the Managed Services Support Function• Accountable for the development and implementation of IT Operations Strategy• Stakeholder Management• Conducting and capturing Business Service Reviews and looking for areas of improvement based on the customer feedbacks.• Delivery and leadership of IT Operational services following SLA Standards factoring cost and quality.• Directing and supporting the improvement of IT services with a focus on user experience, cost effectiveness and efficiency.• Managing day to day activities of the offshore IT team, responsible for recruitment, training and development of colleagues.• Vendor management Show less • Working closely with problem owners, SMEs and other stakeholders to identify problem scope and escalate IT service outages to specialize engineering. Creating statistical reports and performing analysis on a weekly basis for areas of responsibility.• Performing end-to-end incident management. Responsible for time-critical User Service/ Infrastructure restoration, technical troubleshooting within complex IT systems environment.• Working with customers, internal IT and infrastructure teams, third party data providers etc. throughout the service restoration process.• Providing regular incident and change notifications (planned & unplanned) to impacted lines of business and senior managers with appropriate data including business impact, application affected and relevant details regarding incident resolution.• Chairing and managing weekly Change Advisory Board (CAB) meetings and Weekly Service Review (WSR) meetings. • Creating and updating Remedy tickets for change and incident management to document monitoring and recovery steps. Capturing incident follow-ups and completing formal post implementation reviews.• Escalating and communicating in a timely fashion the status of major incidents and problems with IT and business stakeholders including executive management.• Liaison with Major Incident Managers (MIMs) to track high priority service related incidents and ensure root cause analysis and fault resolution is coordinated and delivered to avoid recurrence of issues. Show less • Provided a solution to franchise airlines partner by integrating their system of customer messaging with an existing system thus saving a lot of manual effort from their part.• Partnered with developers to automate manual processes, saving time and money while decreasing errors.• Collaborated with stakeholder groups across the organization to ensure business and technology alignment. Proposed solutions meeting defined specifications and needs.• Performed quality assurance, system integration and user acceptance testing facilitating on-time, on-budget and acclaimed “go-live” of enterprise implementations.• Analyze client’s business requirements and processes through document analysis, interviews, workshops, and workflow analysis.• Conduct 5+ levels of testing including functional, regression, user acceptance, integration and performance to verify the client’s needs are met.• Communicate client’s business requirements by constructing easy-to-understand data and process models.• Liaise between business and technical personnel to ensure a mutual understanding of processes and applications. Show less • Work closely with business and other teams to assist in the overall definition of support items and provide quick assistance to meet SLAs• Perform system configurations, develop scripts and other technologies to automate business workflow, improve productivity, and reduce costs• Manage and perform the business analysis work associated with change requests, projects and production issues. (Project Management, SDLC, Change Requests.) • Designed and developed dynamic Unix shell script to read XML through XSLT and feed the required data to MVS system.• Coordination with other development teams, support teams and DBAs during monthly release of applications being supported.• Involved in RHEL 5 to RHEL 7 migration of critical managed services application.• Improved response time of SQL queries up to 40 percent by reviewing and improving indexes, partitioning tables, and fixing coding issues for the Integrated Management System• Effectively perform root cause analysis of issue and report the outcome to the manager• Unit testing of every produced or enhanced code.• Contributing to design the best solution that meets the functional needs while respecting the overall workflow of the existing applications.• Developed various alerting scripts/mechanisms which greatly reduced the monitoring activity.• Provide support for the testing and QA of new and existing items under development or consideration that includes creation of test cases, perform UAT covering every test cases and give demo to clients to get the UAT Sign off.• Providing Out of Hours (OOH) Support if needed to ensure the stability of various business critical applications. 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  • Information Technology Operations Team Lead

    Jul 2021 - Oct 2021

  • IT Operations Lead Offshore

    Aug 2017 - Jul 2021

  • Senior IT Support Analyst - Onshore

    Aug 2016 - Jul 2017

  • Application Support Analyst

    Sept 2012 - Jul 2016
• 

  Bank of America

  Nov 2021 - now

  • Ensuring full life cycle of ITIL processes like, Incident, Problem & Change Management are followed and adhered to including monitoring and reporting of SLAs and KPIs to client managers• Provide ongoing support by forming complex database queries in order to progress support call investigations for several applications, including Oracle/MS SQL based systems• Excellent working knowledge in configuring multiple WebLogic domains including machines, manage servers, node managers and cluster environments.• Assisting IT delivery team in smooth integration of applications for both new and existing system and ensuring knowledge transition to the production support team.• Using knowledge of Oracle SQL/HTML to automate the reporting process.• Tracing of problem tickets and ensuring timely delivery of the fix/resolution by delivery partners.• Manage and perform the business analysis work associated with change requests, projects and production issues. (Project Management, SDLC, Change Requests.) • Developed various alerting scripts/mechanisms to improve system monitoring and ensuring highest level of availability of systems. Show less

  • Assistant Vice President

    Jun 2022 - now

  • Application Support Engineer

    Nov 2021 - Jun 2022