Lipika Mahata

Experience

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  Sutherland

  Sept 2006 - Mar 2008

  Senior Technical Support

  . American and Canadian voice support for Microsoft Windows Internet Explorer 7.0.• Provided first and second level support of company s products for clients in the USA region, conducting customer training, troubleshooting, upgrades, new installs, and handling all customer service and technical issues for clients.• Troubleshot a wide range of technical support issues and connectivity problems such as authentication, connection speed, connection quality, throughput, and loss of synchronization.• Technical assistance for issues related to IE7 Installation, Usage, Error Messages, troubleshooting, Connectivity, 3rd party integration/ compatibility.• Classify case using Microsoft ‘Clarify’ and ‘CAP v2.0’, Easy Assist – Remote Tool.• Expert knowledge of current Microsoft operation systems, Office Suite and custom/in-house software packages and direct recent experience supporting such systems in a corporate environment.• Design and manage custom remote site and home user McAfee Antivirus Installation CDs with detailed end-user instructions and schedule for manual and automated DAT file update procedures.• Developed Knowledge Base Author for Tech Support Department Documentation Typical tasks include: Detailed installation and configuration instructions with screen captures and step-by-step procedures.• Documenting proprietary and environment-specific workarounds or fixes.• Develop and maintain technical support procedural FAQ and Knowledge Base Databases.• Coordinate with various key department personnel for new software/hardware product roll-outs or recalls. Show less

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  Bank of America Merrill Lynch

  Mar 2008 - Jun 2011

  Senior Software Engineer

  •Act as the main point of contact for the Helpdesk Support for any Level 1& 2 issues that are raised in Oracle Production System EBS (Prod & DEV) with admin rights.•Applications supported includes BEN, STORQM, GATORS, EDW, Oracle E-business Suite (Americas Region & Regional), Regulatory Reporting tools, AutoSys & UNIX. It involvedRelease ManagementMonitoring (Apps, Feeds, Capacity, Outages, Prod Jobs)Incident/Problem Management (Sev1/2 Incidents)Metrics (Tracking and Reporting)Helpdesk services (User support) •Coordinating activities between business users, DBA’s and other technical staff.•Monitor and address all escalations to internal support e-mail group with the aim of providing a consistent level of mentoring and resolution assistance to the team.•Assisted in configuration, development and testing of AutoSys JIL and other scripts.•Resolving job failure, investigating long running jobs, restarting and forcing completed jobs, ensuring production batch completed successfully.•Perform daily Production Support recurring tasks and monitoring of the tickets queue, assign tickets, resolve tickets, update root cause and remediation.•Conducting training sessions (remotely / classroom setting) for users; involved in preparing training material.•Daily Reporting/Tickets through Cognos & BMC Remedy – Status of the tickets – assigned unassigned and resolved tickets for all the queues.•Tools Used for Support Functions: BMC Remedy User, MAXIMO Ticketing, SDLC for Release & Deployment Management, SiteScope Alerts Monitoring Tool for monitoring Servers and Application based feeds. Show less

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  Bank of America

  Jun 2011 - Sept 2022

  Formed Command Centre for all the Finance applications.Incident Activities: BMC Remedy, ITSM, Maximo Incident Management.• Driving program execution to deliver business values and desired outcome.•FIG mapping, Journal Upload & Discoverer issues in Oracle EBS front- end.•Act as the main point of contact for the Helpdesk Support for any Level 1& 2 issues that are raised in Oracle Production System EBS (Prod & DEV) with admin rights.•Applications supported includes BEN, STORQM, GATORS, EDW, Oracle E-business Suite (Americas Region & Regional), Regulatory Reporting tools, AutoSys & UNIX. It involvedRelease ManagementMonitoring (Apps, Feeds, Capacity, Outages, Prod Jobs) Incident/Problem Management (Sev1/2 Incidents) Metrics (Tracking and Reporting)Helpdesk services (User support)•Coordinating activities between business users, DBA’s and other technical staff.•Monitor and address all escalations to internal support e-mail. Show less

  • Lead Analyst

    Feb 2022 - Sept 2022

  • Senior Analyst

    Jul 2016 - Jan 2022

  • Analyst - Apps Prog

    Jun 2011 - Jul 2016
• 

  HDFC Bank

  Sept 2022 - now

  Deputy Vice President

  Leading Support team for Enterprise Applications - Trade, Clearing, Treasury, CMS and Epayment & Payments L1 Application Support team.

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  HDFC Bank

  -

  Deputy Vice President