Alex Prakash

Experience

• 

  Convergys

  Aug 2003 - Jun 2004

  Technical Support Executive
• 

  Accenture in India

  Jul 2004 - Aug 2005

  Customer Support Officer , Technical Call Center
• 

  Standard Chartered Bank

  Sept 2005 - Jan 2015

  Manager - Infrastructure Services
• 

  IBM

  Apr 2016 - Feb 2017

  Problem Manager, Service Management
• 

  IndusInd Bank

  Feb 2017 - now

  Senior Manager

  • Successfully completed major projects such as Cash Management - FinnAxia, NPA Automation• Ensuring compliance with Security Norms and RBI CSITE; completing statutory, external & internal audit assessment for critical applications• Assisting project managers, providing BAU support; spearheading Incident, Change & Vendor management for the applications• Leading Application Support Team, managing interviews & hiring till performance evaluation; providing regular updates to the management steering committee for the IT Teams• Managing regular VA/PT for application & DB servers, DR Drills• Managing project operations with key focus on defining Service Level Agreements (SLAs), Standard Operating Procedures (SOPs) as well as interacting with clients, business partners, industry leaders, vendors & other key stakeholders• Demonstrating a functional acumen for support and solutions that will address client goals while maintaining alignment with industry best practices• Ensuring achievement of customer expectations & providing technical leadership in application life cycle activities• Managing delivery frameworks & new technology implementation projects for streamlining related activities as per quality standards• Identifying issues & risks; implementing appropriate mitigation & contingency plans• Identifying, conceptualizing & documenting appropriate technical solution approaches for various business scenarios & challenges Show less