Tushar Nathany

Experience

• 

  Tata Consultancy Services

  Sept 2010 - Dec 2023

  • Managed support leads across India, Singapore, and the USA.• Served as the single point of escalation for application support teams, overseeing more than 30 applications.• Coordinated and led offshoring initiatives, delivering cost effective solutions and optimizing resource utilization for efficient operations.• Consulted with users, management, and technical personnel to clarify business issues, identify problems, and propose changes/solutions.• Reported monthly SLA metrics to leadership for all applications.• Facilitated group calls during the triage of major outages, involving users and multiple technical teams. Show less • Managed the regional IT support team of 15 associates, overseeing the resolution of outages, intermittent issues, small enhancements, security patches, and the incremental build-out of banking products. • Monitored manual activities across applications and collaborated with development teams to drive automation efforts. • Conducted resource planning and managed shifts during emergency situations. • Spearheaded the annual disaster recovery test to ensure business continuity during major outages. • Monitored and managed support queues on a daily basis to ensure SLAs were met. • Served as a Transition Manager during the project transition from the incumbent vendor to TCS for the bank. Show less • Analyzed production issues to identify root causes and provided recommendations for preventive measures, tracking progress until implementation.• Troubleshot various issues by analyzing logs and coordinating with infrastructure vendors and application development teams for prompt resolution.• Provided support to the business during day-to-day activities and addressed ad-hoc requests. • Enhanced ETL processes using Ab Initio graphs and Unix scripts. • Collaborated with development and infrastructure teams to automate repetitive manual tasks. • Scheduled and executed jobs through the Autosys job scheduling tool. • Developed, implemented, and improved the application production support knowledge management repository, ensuring thorough documentation and conducting periodic reviews. Show less • Designed EPIC Clarity ETL workflows to capture Teradata error log information in the UNIX server during ETL cycles for analysis.• Set up, installed, and configured EPIC released packages during new version releases, including installation of EPIC Clarity Consoles and EPIC Hyperspace on servers, and configured Access-Management on these servers.• Collaborated closely with product owners and customers to gather and consolidate business requirements. • Managed the maintenance of the Clarity system for three vital business regions: Northern California, Mid-Atlantic States, and Georgia. • Oversaw service restoration, supervised service requests, conducted root cause analysis, and managed incidents, which often involved implementing service workarounds for quality service delivery to customers. Show less

  • Application Support Manager

    Jul 2021 - Dec 2023

  • Application Support Lead and Transition Manager

    Jun 2017 - Jun 2021

  • Application Support Specialist

    Jul 2014 - May 2017

  • EPIC Clarity ETL Developer

    Sept 2010 - Jun 2014
• 

  Oracle

  Dec 2023 - now

  Manager - Client Support

  • Led and supported Individual Contributors and Support Leads managing multiple application support teams, ensuring alignment with organizational objectives through the creation of technical vision and strategy. • Set team goals aligned with departmental objectives and tracked performance using established metrics, contributing to the achievement of short-term results. • Provided key input on staffing and performance decisions while managing and developing a team of associates. • Delivered training, guidance, and feedback to foster team growth, driving developmental opportunities and success. • Led quality and process improvement initiatives at both team and department levels, providing input on strategic initiatives. • Managed policy, practice, and procedure communication with internal and external stakeholders, ensuring alignment and clarity. Show less