Pradyumna Chowdhury

Experience

• 

  Affiliated Computer Services

  Sept 2004 - Oct 2008

  • Lead - Operations

    Sept 2007 - Oct 2008

  • System Analyst

    Sept 2004 - Aug 2007
• 

  JPMorganChase

  Oct 2008 - Oct 2014

  Led a team of 12 in providing 24/7 production support for 45 core banking applications across diverse platforms including Mainframe, SQL/Oracle Database, Enterprise Systems, Linux, and UNIX. Addressed chronic and critical incidents, managed changes, applied patches, and supervised maintenance activities.I helped establish the Integrated Monitoring and Command Centre (IMCC) Level One support team for CTO applications in 2011 and ensured the team was fully prepared for operational go-live within the timeline.In 2009, I undertook an official visit to Whippany, USA, to oversee the knowledge and workflow transition, which enabled the Bangalore-based Midrange Operations team to go live more quickly with all necessary accesses and updated SOPs. Show less

  • Associate Operations Manager

    Oct 2011 - Oct 2014

  • SME - Midrange Operations

    Oct 2008 - Oct 2011
• 

  FICO

  Oct 2014 - Aug 2024

  Led the implementation of ITIL4 processes for cloud-based IT services and defined KPIs to measure operational effectiveness. Drove process improvements by optimizing workflows and promoting continuous enhancements. Conducted training to boost stakeholder proficiency and used tools like Tableau and ServiceNow Performance Analytics for data analysis and performance evaluation. Participated in Quarterly Business Review meetings to report on product/service impacts and improvements. Ensured Major Incidents were properly logged and analyzed, assessed risks, and managed Problem tickets. Facilitated Change Advisory Board meetings to address change-related risks. Achievements include receiving a Spot Award in 2024 for the 'Customer Pain Index' project and pioneering a JIRA-ServiceNow integration in 2023. Show less Managed major IT incidents from start to finish, including conducting Post Incident Review (PIR) meetings to analyze root causes and prevent future issues. Oversaw cloud services, investigated incidents, and improved performance and stability. Coordinated bridge participants, prepared detailed Post Incident Reports, and communicated effectively with all levels of FICO. Created Problem tickets, collaborated with cross-functional teams for permanent resolutions, and authored Root Cause Analysis reports. Produced reports and dashboards for senior leadership, conducted performance reviews and coaching for direct reports, and ensured technical skills and documentation were up-to-date. Implemented performance and recognition programs to boost team motivation. Show less

  • IT Service Management - Manager

    Oct 2018 - Aug 2024

  • Associate Manager - GTS Operations

    Oct 2014 - Sept 2018