Experience

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  Aon hewitt (contractor)

  Jan 2008 - Jan 2012

  Application support team lead

  Responsibilities:Set up the HR/Benefits portal for the client, based on requirements.Lead a team of 12 members in Offshore. Analyze the workload for the day and distribute tasks among the members.Set up healthcare benefits plans/coverage/groups based on the eligibility criteria provided by the client and the insurance provider.Deep-dive into issues and provide RCA and help implement a permanent solution. Implement bug fixes and release it to production environment.Create scripts for imputed income calculation and eligibility for Evidence Of Insurability.Create ad-hoc benefits and payroll reports for the client.Use BizTalk server implementation to import or export data for payroll calculation.Implement logic to generate benefits report for COBRA plans.Implement annual and mid-year benefits open enrollment portal for all the clients.Coordinate with senior onshore SMEs to fix complicated problems. Show less

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  Bank of america (contractor)

  May 2012 - Dec 2017

  Application support team lead

   Set up various UAT, SIT and Prod-Parallel environments for testing scheduled and emergency release changes and project testing. Liaise with infrastructure, development and release management teams to complete System Integration Testing, User Acceptance Testing and Parallel Prod testing including downstream data delivery for all releases.  Co-ordinate with QA team to ensure quality checks are in place for the new projects. Lead a small team of offshore and onshore Infosys members and act as an onsite coordinator. Mentor junior, offshore and new members to the team about the new processes and initiatives in the team.  Engage with client to gather the requirements for the testing and develop a plan and timeline for the testing. Worked with development team to design and build Prod-Parallel environment. Build code using Jenkins and deploy code changes to one of the UAT environments. Analyze the system and existing process to identify process improvements and automation and help implement it. Design, develop and implement minor production bug fixes and enhancements. Participate in code and design reviews and also use in-house tool for code quality improvements. Coordinate with multiple vendors from geographically distributed teams for a successful development, testing and delivery of a single project. Create and update Knowledge Base articles based on the known and unknown issues that are observed in the system during the support process.  Deploy EAR files to the Websphere using Bladelogic application for the UI platform. Utilize the bank’s in-house Python IDE[based on Py Charm] to develop python modules to analyze the data in Sybase ASE Database, Hadoop Distributed File System and the in-house object database. Worked in Continuous Integration & Continuous Deployment DevOps methodology for 8 months when Bank created a new solution for calculating Credit Risk using Python. Show less

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  Northern trust(contractor)

  Dec 2017 - Apr 2022

  Production support manager

  Identify, own, escalate and fix problems in both the web based and vendor based applications.Team Lead - Train new employees, acted as mentor for entire team (10 team members) across three shifts. Weekly meetings with staff for briefing on upcoming initiatives and projects. Manage SLA agreements with client base for project execution. Act as an escalation point for client, business partners, vendors and end users.Analyze application behavior and implement enterprise automation and machine learning using automation tools.Provide support for Mutual Fund application on a 24X7 timeline. Support daily batch job components on regular and bulk processing nights.Do requirement analysis to design and implement minor enhancements, bug fixes and ad-hoc data change requests.Maintain codebase using versioning tools like PVCS and TFS.Facilitate code migration, UAT and System testing and DR testing.Apply working knowledge of different models of maintenance and support to prepare the assigned sections of the System Appreciation documents, maintain the module documentation; resolve and execute Incidents, problems and requests Track all Incidents, Change and Problem management requests via ServiceNow platform.Analyze the production issues and provide root cause analysis(RCA) for the same.Own escalated cases and ensure that they are resolved as per SLAs and quality expectations.Do pattern analysis on the errors and use the same for implementing permanent solutions for them.Create KPI and other metric trends.Create KEDB knowledge articles in ServiceNow and generate metrics to identify patterns of incidents.Analyze daily manual works to design and implement automations and process improvements. Show less

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  Rbc

  Apr 2022 - now

  Senior support manager