Application Support

JP NUGALA

E-mail: ***************@*****.*** ; Ph: 551 – 226 – 0425

Objective: To obtain a challenging Manager/Lead role in the field of Application/Production Support/IT Infrastructure Management Services that will allow me to use my skills, experience, proven record of accomplishments efficiently, while continuing to develop new skills and grow along to meet new challenges

EXPERIENCE SUMMARY

9 years of immense experience and knowledge in Application/Production Support Management, L1,L2,L3 Applications/Infrastructure Support of enterprise web,Mobile,Data applications in the Asset/Wealth Management,Compliance Banking domain.

Leading the Incident Management, Problem Management,Change Management, which include handling client communication, initiating the incident management process to involve all stake holders and drive towards a solution in order to restore services ASAP.Drive the root cause fix to closure.Providing technical inputs.

Expertise in the Banking and Financial domain via handling applications in the various stages of the SDLC – Requirements gathering, Estimation, Detailed design, Development, Integration and production support for Capital Markets based applications.

Working knowledge of ITIL,Excellent project and time management skills,Strong Follow up skills.End to end ownership and management of Production environment.

Vast knowledge in handling highly critical trading applications in production.Aware of the demands of an critical application which include ability to react quickly & act in order to restore services in case of an outage,analyse and estimate the business impact of any change/issue to application,Risk Management etc

Strong Liasion between the Business teams,higher management,Technology teams and various other stakeholders.Responsible to extract business impact on technology deliverables from technical audiences and convert them to business terms for senior management presentations

Responsibilities include resource allocations and movements across projects, defining and reviewing qualitative and quantitative goals, process improvements, risk management, contract renewal, program finance, client liaison and resource management (including induction and termination, promotion recommendations, training and visa planning)

Experience in leading multiple projects simultaneously without compromising on quality of service provided and successfully leveraged Global Delivery Model with experience in leading teams and managing programs from onshore and offshore.

Experience in all levels of Application/Production support(L1,L2,L3,Infrstructure etc),production readiness.

Worked on several last minute deadlines to summarize statuses / issues / recommendations

Working with functional partners / counterparts in other sectors to understand risks and issue impact in cross functional forums

Ability to work under high-pressure situations and effectively prioritize in a highly dynamic work environment that includes a global focus

Coach, mentor, motivate and supervise project team members and contractors, and influence them to take positive action and accountability for their assigned work.

Organizing weekly status Meeting, publishing management reports and Application Metrics to Sr.Management.

EDUCATION SUMMARY

Bachelor of Engineering (BS Equivalent) degree in Computer science & Engineering, Anna University, Chennai, INDIA. Trained on various technologies & financial domain courses in Infosys Technologies. Successfully completed Industry certifications such as WebSphere application server administration and DB29 fundamentals.

TECHNICAL SKILLS

Language/Technology

JAVA,UNIX, JSP, Servlets, JavaScripts, WebServices, JDBC,HTML,XML,

Shell Scripting

Tools

RAD,MS Project, Visio, Access, Word, Excel,CSV, Sharepoint,TOAD, Humming Bird, Aquastudio, Putty, SSH Tectia

UML Methodologies

Use Case, Class Diagram, Interaction Diagram, State Diagram etc

Servers

Tomcat Web Server 5.5, Websphere Application Server,IIS 7.0

Database

Oracle,SQL,DB2,Sybase

Miscellaneous

ServiceNow, Virtual tech, Remedy, OpenSSL, Web Technologies.

Operating System

DOS, Windows 95/98/2000 (Server)/2003/NT/XP/Vista, UNIX

Health Monitoring tools

Wily Introscope,Sitescope,Gomez,Tivoli,Keynote,HP Monitoring

AREAS OF EXPERTISE

Project Management & Vendor Management

Incident Management

Problem Management

Staff training & Development

Team Building & Coaching

Client Relationship & Coordination.

Budget management

Project Risk analysis

Project implementation & tracking

Logs analysis, Autosys batch support

Global Wealth Management

Solid Leadership Skills

Infrastructure build and support

Application Support

Banking & Capital Market Services

PROFESSIONAL EXPERIENCE

Employer : RMS Computer Corp

Client: Citibank, Core Compliance Group June 2014 – Till Date

Work Location: Warren, NJ

Role: Project Manager/Application Support Manager

Working as a Project Manager managing the production environment of Trade Surveillance Autosys batch based applications across regions (NAM, LATAM, EMEA, APAC) for the Markets and IBSG Portfolio. Maintenance includes managing projects, ensuring compliance with Service Level Agreements and regulatory controls, resolution and reporting of production issues, negotiating conflicting priorities and managing diverse technical project teams. Responsible for working with technical resources and end users, and responsible for managing the overall business and technology aspects for major initiatives, maintenance activities, and critical issues.

KEY RESPONSIBILITIES:

•Primarily responsible for smooth functioning of Production environment,leading the L1,L2,L3 Application support team and acting as a liasion between various stake holders such as Application Support, Development team,Business users,Data Quality,Infrstructure teams etc.Ensure to follow Incident Management,Problem Management, Change Management and adherence to SLA.

•Successfully implemented ITIL processs and Production environment processes efficiently and effectively for Autosys batch based Applications

•Define and manage scope,schedule, priorities and risk throughout the project

•Leading the Incident Management, Problem Management,Change Management, which include handling client communication, initiating the incident management process to involve all stake holders and drive towards a solution in order to restore services ASAP.Drive the root cause fix to closure.Providing technical inputs.

•Responsible for setting up process to Update runbooks,operational documents and re-use of knowledge Items

•Assembling project plans and team work assignments, directing and monitoring work efforts on a daily basis, identifying resource needs, performing quality review; and escalating functional, quality, timeline issues appropriately

•Primary spokesperson for the project outside of the project team, partnering with sponsors from the business community to identify and prioritize opportunities for improving performance, resolving issues, and recommending alternative solutions

•Overall coordination, status reporting, and stability of multiple technology production support projects

•Manage client expectations by effectively communicating and working closely with the clients to define availability and performance expectations, gather requirements, and advising clients of the activities planned or necessary in order to ensure clients are satisfied with the agreed upon deliverables.

•Partnering with business line and IT Management to identify and prioritize maintenance activities, acting as a business partner liaison for Global Trade Surveillance Systems in terms of assessing and communicating impact, determine dates, and testing

•Responsible for selection, training and development, and performance management of both onshore and offshore resources to develop a high performing team

•Conduct production status meetings and responsible for project tracking and analysis

Employer : RMS Computer Corp

Client: Citibank August 2012 – May 2014

Work Location: 480 Washington Blvd, Jersey City, NJ

Role: Project Manager

Worked as a Project Manager for a collection of mobile and Tablet applications. Part of a global team supporting the mobile suite of applications under the Global Transaction Services division of Citibank.

KEY RESPONSIBILITIES:

Managing a team Responsible for Environment build,Architecture implementation,

Deployments preperations and handling,Analysis in case of Deployment/Infrastructure issues,Application and production support.

Project Management skills on Application stability, Capacity management, Incident/problem management, Change management, Vendor Management and Disaster Recovery and Contingency.

Managed a team of 11 resources in managing application infrastructure for production, testing and development environment, providing right solutions for triaging issues with minimal downtime and impact.

Effectively communicating across various divisions to manage data and metrics associated with large scale projects, while ensuring compliance with Citi policies.

Cost management including planning, estimating, budgeting, forecasting, obtaining approvals and controlling costs across cross functional teams

Managed the status reporting process, working with the projects to improve overall quality standards through coaching and quality checking

Gathered requirements, conducting interviews, Knowledge Sessions and documentation in SharePoint . Responsible for financial modeling with Excel using formulas / pivot tables etc

Provided support for various environment regions such as Dev, SIT, UAT, PROD and COB with both external facing and internal facing regions.

Weekly status reports to Senior Managers across all programs including red, green and yellow status,depicting project status in various phases.

Leading the Incident Management,Problem Management, Change Management for Apps.

Review and sign off on the all application related changes and ensure all the changes are deployed within the timeline and post implementation validations are performed.

Setup weekly team meeting with offshore/onsite associates and provided all the project updates and management expectations.

Administer all upcoming plug-ins, new service packs and versions and ensure effective implementation to provide better services.

Tracking of critical application software, hardware and vendor software issues and defects.

Worked along with the teams to gain Production and Development Environment Troubleshooting expertise.

Define and maintain the performance, capacity and availability metrics for all applications in scope

Lead initiative to implement System and application monitoring

Participated in performance analysis and tuning projects for the infrastructure associated the applications in scope.

Was responsible to assess the risk and associated impact of all operational issues and change events and react quickly to escalate to higher management in a timely manner when required.

Worked closely with the development team to ensure the optimal system capacity and performance requirements are met and the application overall performs within defined Business SLAs.

Complete ownership of the applications in terms of availability, new environments set up, understanding new business requirements and communicating the same to other areas such as IT, Infrastructure teams etc

Ability to prioritize and engage higher management in situations when prioritization is a challenge and to get tasks done.

Make sure the Knowledge Share repository is continously updated.

Created a transition plan and internal processes for the effective running of the applications.Managed a smooth transition of knowledge and process set up by our team to the production support teams.This model is currently used by the production support team.

Employer : Infosys Tech Ltd

Morgan Stanley Smith Barney (Client to Infosys) March 2008 – August 2012

Work Location: 111 Wall Street, New York -1005

Role: Technology Lead/Manager

The project involves Business Analysis/support, Application development, Maintenance and production support to all the Wealth management business related critical applications. Service is being provided to ensure high reliability and availability of MSSB services.JAVA Based web applications, Providing support for entire application and middleware.

Responsibilities and Achievements:

Began as a Technology lead and progressed as a Project Manager for critical trading applications such as Benefit Access suite of applications within the Global Stock Plan Services, Corporate Equity solutions and Web-NAS, Web Approvals, EDD applications under New Account services for retail trading.

Leading the Incident Management, Change Management, which include handling client communication, initiating the incident management process to involve all stake holders and drive towards a solution in order to restore services ASAP, for all Corporate Equity Services trading applications for MSSB. Issue analysis and resolution

Interface between the Business users, Coporate client representatives and the IT Teams in terms of Application functionality related issues, plans set up, Application administrative tasks for trading suite of applications under “Capital Markets”.

Analyzing business impacts, client communication, manage the IT teams in case of any production issues and ensure high availability of critical trading applications.

Comprehensive application functionality knowledge, Understanding the business flow, processes involved and interfaces of all the applications, in depth analysis of issues reported and providing the relevant solutions to end users

Integral role played by closely working with development teams and production support teams to onboard new applications, Benchmarking and Trend analysis in the Lift and Shift project of all the Stock plan services applications from CITI to Morgan Stanley environment.

Leading & Managing multiple projects simultaneously with Application ownership in existing CITI environment and working on Lift and shifts projects in parallel.

Expertise in setting up the monitoring tools and executed the L1/L2 support based model for the same, which reduced the Application/Functionality outages significantly

Creating project plans for Lift and shift applications, which include application on boarding plan, project support plan, business support model etc.

Complete ownership of the applications in terms of availability, new environments set up, understanding new business requirements and communicating the same to other areas such as IT, Infrastructure teams etc.

Initiated various process creation and implementation such as quicker resolution of issues, root cause follow ups, knowledge management and re-use etc in order to provide efficient services to client

Generating and analysing huge reports related to Application for business analysis,risk management, future planning etc.

Creation of weekly/monthly reports for the group and was involved in problem management, root cause analysis of issues.

Involved in ticket management for the team and also played a major role during escalation of tickets and was always present as an interface in the event of critical issues.

Leading and coordinating between the onshore and onsite team, work allocation/prioritization etc.

Training and Mentoring several fellow workers on application functionality, support and resolution.

Participated in due diligence phase and setup the execution plan for the entire project which has grown from 15 FTEs to 180 FTE project

Handled the Billing invoice process, Resource management activities, Client reporting thru Oblicore, Ticket Escalation process, Emergency outage escalation processes etc

Quality Control Process (Helped the project to get the ITIL level 5 internal Certificate)

Bank of New York Mellon (Client to Infosys) March 2007 – March 2008

Role : Technology Analyst (Secondary Team Lead)

This was an Integrated Production Support project which involves Application and Infrastructure Support, Request for Change Management, Configuration Management and Knowledge Transfer activities. Primary component of this Project was Eagle PACE.

Responsibilities:

Proper maintenance of the GSS Eagle Prod, QA, Test and Dev servers and production support for the application running on these servers. This involves the change management and incident management in all these servers.L1 and L2 Support provided.

Finding Root causes analysis of any issues in the Eagle application reported by the business users and providing the optimal solutions

Developed and implemented scripts to reduce effort in log analysis and exceptions tracking.

Complete ownership of production support of applications, investigation and resolution of application bugs, investigation of infrastructural issues and tracking them to closure, Servers performance monitoring, preventive maintenance

Involved in deciding the parameters for the SLA and the resolution thresholds for the team.

Effectively implemented problem management sanitized the knowledge level documents for each issue thereby reducing issues happening excessively in a month.

Involved in deep code diving to fix issues with applications set up in RADv7.0.

Handling issues due to Autosys batches.

Analysis of the various logs – web server access logs, MQ logs, SystemOut, SystemError logs, application logs to resolve issues, user access issues etc.

SOFT SKILLS.

Immense Curiosity and ability to learn new concepts and information within short periods.

Capable of working independently, as a team player and a team lead, according to the demands of the situation. Possess strong analytical problem solving capabilities.

Demonstrated excellent leadership and mentoring qualities which have been appreciated by the higher management on multiple occasions.

Have demonstrated good skills as a project manager in identifying problems/hindrances related to the functioning of the team and have produced solutions to resolve the problems.

Capable of handling team and providing motivation and technical expertise for providing efficient services.

Ability to be a dependable interface between many stakeholder teams.

Familiarity and experience with various procedures and processes required for escalation and outage resolution with strong documentation skills.

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