Experience

• 

  Infosys

  Nov 2010 - Aug 2014

  Administration IT (AIT) Centre of Excellence primarily helps define and implement technology solutions to address business opportunities within Finance, HR and Legal domains for Microsoft worldwide.Performed as Line - 2 support Analyst for Microsoft Client. Primarilyresponsible for first level of defense to resolve & remediate theincident tickets and drive the customer satisfaction by providingquality resolution timely manner.• Monitored and tested applications performance to identify potentialbottlenecks, develop solutions, and collaborate with R&D Teams.• Managing performance of the ITIL process (per SLAs, metrics, KPIs)within the immediate sphere of control• Identified focal points then lead causal analysis investigations tosuccessfully identify causes of incidents that impact the ClientTechnology Infrastructure Operations• Coordinated with detection of possible Problems and the assignmentof them to the Problem Management teams. عرض أقل Performed as Line - 2 support Analyst for Microsoft IT - HRIT project. Primarily responsible for first level of defense to resolve & remediate the incident tickets and drive the customer satisfaction by providing quality resolution within quick turnaround time. Also, collaborate with Line-3 & SDM POC from Microsoft to identify the problematic & recurring issues/incidents and help enable to scope towards the Problem tickets further.As time progressed, took up a responsibility of Incident Coordinator (Shift-Lead), by managing end-to-end APAC/EMEA/USOC shift with due diligence there by ensuring healthy hand-off to next shift-over. عرض أقل

  • Systems Engineer I

    Jul 2013 - Aug 2014

  • Operations Executive

    Nov 2010 - Jul 2013
• 

  Tech mahindra

  Sept 2014 - Sept 2017

  Microsoft SESIT (Strategic Enterprise Service IT) has an umbrella covering multiple business units, one of it is CELA (Corporate, External, legal & affairs) & Elements. Led the team of Service Operations Engineers to provide Tier-3 Support forMicrosoft's Enterprise Mission critical Applications Databases (Production &UAT env) & Troubleshooting issues that are hosted on Azure offerings (ADF,IaaS, PaaS, SaaS etc.)• Responsible for solving high urgency/impact and/or high-touch clienttechnical production support issues by leveraging deep productexpertise and product-specific technical knowledge.• Maintenance of pre-production servers and responsible for day today activities for smooth running of all applications.• Analyze bottlenecks and improvement opportunities related todetection, monitoring, meeting service levels, addressing recurringevents, and identifying potential impact to other environments• Applying Major Upgrades [Monthly/Quarterly releases] on the Serversand troubleshooting issues faced while installing the patches• Performing RCA (root cause analysis) for major impacting incidents.• Analyze Svc Desk-owned issues to identify problem trends andchronic issues; communicate with technology owners; and facilitateplans of attack to ensure that SO reaches its committed goal ofreducing problems in the environment; eliminate defects; reduceimpacts; and shorten time to repair, drive efficiencies. عرض أقل Serving for an IT giant Customer in a global Exposure - Microsoft Corp. The Support Engineer role was mostly on the Individual contributor role to work on the Line-3 Service Ops Support.Daily operational activities include but not limited to - managing all the incident tickets, scoping towards the Problem tickets to reduce the incident management work.Fully administering the database activities and ensuring the database availability is up and always running fine. Also to monitor the performance and stability of the database servers and action towards their scalability if need be. عرض أقل

  • Tech Lead

    Sept 2016 - Sept 2017

  • Support Engineer 2

    Sept 2014 - Sept 2016
• 

  Eze software (ss&c eze, a unit of ss&c technologies)

  Sept 2017 - Mar 2021

  Works closely with Engagement Managers to provide oversight and accountability to ensure correct and timely execution of general project tasks associated with the multiple projects at more complex clients often on wider scope projects, to include those tasks assigned to Associate & Engagement Specialists.• Responsible for handling issues escalated from other teams and often aid in triage for complicated issues, when product, impact or urgency are uncertain. • Act as the point-person for high-priority clients when they have many open items/inquiries, as well as lead "war room" efforts for clients when needed. And drive High-Alert (Major incidents) with teams. • Track inquiries; document issues and steps taken toward resolution by adhering to defined business processes and SLA requirements • Seeks proactive identification of potential service issues or software deficiencies to drive quality of product/service delivered. • Keep a close watch on the incident cases & project tasks and ensuring the traction & response communicated to end user in a timely manner, keeping defined SLA’s intact. • Team management, including project delegation, training, and process improvements for Day-to-day projects from queue, including upgrades, migrations & cut-overs, and DR tests. عرض أقل Managing systems of EzeSoftware Financial products leveraged by 2.5k sell side & buy side financial institutions (Hedge funds & Asset managers) . Engaging stakeholders based on the client environment and action the corresponding system components within specified timelines thereby minimizing the business impact to our clients. Primarily we as System Solutions are involved in below precise list of day-to-day operational activities :> As a Systems Analysts, Solutions team monitor FIX(Electronic Trading) messages and line connectivity for all clients. FIX messages have inbound and outbound flows, and our team makes sure that we resolve or escalate, based on type, any alert processed through our monitoring console.> Keenly monitoring SQL agent jobs ensuring the back-up strategies for all the clients are diligently met and Database performance is efficient enough to ensure Client access the System seamlessly.> Performing a health checks on all the Client environments - App Servers & DB Servers, by proactively taking measure to clear the bottlenecks (Disk space, page corruptions & fragmentation levels of indexes etc)> Makes sure that the environment is up and running before and after the exchanges of the regions APAC, EMEA and NOAM opens and closes respectively.> Actively engage with stakeholders to identify areas of inefficiency and improve internal team processes> Our Internal tool is a secure data aggregation, file transfer/transformation and scheduling service that interconnects 3rd party and Eze internal systems together to perform various functions. It also allows for the import/export of large amounts of data; transformation of file formats for compatible use with our OMS or 3rd party systems; and the scheduling and customization of a multitude of processes used to intake finalized trade data and start of day positions. Systems Analysts monitor all aspects of these processes for all clients. عرض أقل

  • Senior Engagement Specialist

    May 2019 - Mar 2021

  • Senior Systems Analyst

    Mar 2019 - Apr 2019

  • Systems Analyst

    Sept 2017 - Mar 2019
• 

  Novartis

  Apr 2021 - now

  As an SOE in AMS Service Ops - Development IT Unit (Medical & Digital Operations : In-house, SaaS & COTS products), my BAU activities are as below but not limited to - Primarily performing a governance role for applications ensuring operational stability, compliance & business satisfaction to be delivered by AMS support teams as expected.Responsible to align with ISRM, review OQM service quality. Overall accountable for apps in portfolio to monitor execution of periodic compliance; review and where required have all necessary documentation created/updated by the Supplier; review on a regular basis the Supplier’s adherence to documented operational procedures to maintain system integrity for the applications in scope.Responsible to review, prioritize & approve demand and present to customer board; accountable to liaise with Service Delivery Managers and Business Relationship Managers. عرض أقل

  • Associate Director - Service Ops

    May 2024 - now

  • Sr. Service Operations Expert

    Apr 2021 - Apr 2024