Susmita Chattopadhyaya

Phone: +1-385-***-****

Email: ad3r70@r.postjobfree.com

Summary

Around 10 years of IT experience in Telecom and Financial Services industry managing Production Support, Service Operations, Unit Testing, Documentation and Enhancements.

Primary responsibility includes debugging of production issues, bug fixing for system related issues, interaction with user regarding day to day issues.

Along with this manages production releases and infrastructure maintenance.

Actively involved in Change Management, Infrastructure groups, Incident & Problem Management.

Delivering solution in global delivery model with teams across the globe. Experience in working offshore-onshore delivery model.

As a senior member, responsible for taking care of critical tickets created for application, ensure zero escalations from application users, End to End Project Management.

Co-ordinate with application team for technical issues, performance improvement, data assurance in application.

Formulate technical action plans for analyzing and resolving recurring problems, provide fault isolation and root cause analysis for highly complex and large technical issues, review impact analysis done by team, prioritize issues and ensure SLA adherence.

Driving efficiency and continuous improvement initiatives to improve platform stability and reduce operational costs.

Publish management reports to senior leadership council highlighting monthly and quarterly achievements and challenges.

Training and knowledge dissemination for new functionalities to the global team.

Skill Set

Project Methodologies:

SDLC

Operating Systems:

Unix, Linux, Windows

Database:

Oracle, IQ Server, Sybase, DB2

Business Applications:

Microsoft Office Suite, MS VISIO, MS Project, Outlook, Lotus Notes, Tableau

Tools:

Eclipse, Dimension, Caliber, Microsoft Office Suite, Outlook, Microsoft SharePoint, TOAD for ORACLE, JIRA, Autosys, Procmon

Programming languages:

Java, JSP, Servlet, XML, Java Script, UNIX

Education and Work Experience Summary

Completed Bachelor of Technology with specialization in Electronics and Communication Engineering from BPUT, Odisha, India.

Infosys Limited (Consultant of Goldman Sachs) : Aug 2021 to till Now

Infosys Limited (Consultant of Goldman Sachs) from April 2020 till Jan 2021

CenturyLink Pvt India Ltd (Formerly Qwest Telecom Software Services Pvt Ltd) from May 2014 till May 2015

CenturyLink Pvt India Ltd(Formerly Qwest Telecom software Services Pvt Ltd) from May 2007 till October 2012

Polaris Software Lab Ltd from Jan 2006 till Apr 2007

Professional Experience

1.Organization: Infosys Ltd

Project: AppBank Operations – Goldman Sachs

Role: Technology Analyst

Description:

Infosys is a global leader in next-generation digital services and consulting. As a technology analyst my role is to provide production support for banking and Asset management applications, help plan and execute efficient production flow for the company's goods, data or information.

Supporting the Regulatory Operations application which take care of producing position, trade and transaction reports inline with trading compliance rules and regulations. This is accomplished by working with the operations, compliance, business analysts to improve and maintain the quality of trade transaction reports. Tasks include ensuring to produce specific exchange reports required by regulators. The support process consists of both user queries and batch processing.

Role and Responsibilities:

Providing data fixes and testing, troubleshooting problems, analyzing issues for permanent fix.

Perform code debugging using the tool IntelliJ

Build and deployment using Conduit

Write SQLs and perform the database performance tuning using tool AquaData

Perform Java and UNIX releases and deploying code with FTP, create new training documentation for training manual for department.

Report any issue that may significantly impact the business using the tool AppHero and perform analysis using the machine learning technologies.

Works with users real-time to provide help and resolving application issues in their daily workflow.

Formulate technical action plans for analyzing and resolving recurring problems, provide fault isolation and root cause analysis for highly complex and large technical issues, review impact analysis done by team, prioritize issues and ensure SLA adherence. Work with other groups including vendors to find a complete and long-term solution.

Own escalated cases from the team and ensure that they are resolved as per SLAs and quality expectations. Add value to the incident management process with technical/product/domain knowledge and customer handling skills. Intervene personally in Priority 1 cases as and when required.

2.Organization: CenturyLink Pvt India Ltd (Jun 2007 till October 2012 and May 2014 till May 2015)

Project: Universal Service Fund

Role: Senior Software Engineer

Description:

The Universal Service Fund for Schools, Libraries, and Rural Health Care provides an intranet based application that accesses the various Qwest billing systems a means to apply USF disbursements to participating customers. The application captures, i.e. disburses, and recovers the costs associated with USF. This business solution is the source for complying with USF mandates throughout USWC. The goal is to provide a comprehensive and efficient mechanism in which to adhere to FCC regulations. On May 7, 1997 the federal Communications Commission (FCC) adopted a Universal Service Order to provide eligible schools, libraries and rural health care providers affordable access to modern telecommunications and information services. This assistance comes in the form of discounts ranging from 20-90% and is effective January 1, 1998. The USF Reliant application provides a tool and process to apply discounts to the Qwest bills eligible USF Reliant participants. The Universal Service Fund (USF) provides qualified customers a bill credit based on the customer's installed products. E.COE will provide an application to gather USF customer information, monitor the customer's credit, notify the appropriate billing systems of the credit adjustments to make, provide various reports, and send invoices of applied credits to the

Schools and Libraries Corporation and the Rural Health Care Corporation for reimbursement.

3.Organization: CenturyLink Pvt India Ltd (Jun 2007 till October 2012 and May 2014 till May 2015)

Project: Online Dispute Management System

Role: Senior Software Engineer

Description:

ODM allows OOR wholesale customers to create billing dispute tickets via the RMC application portal. It also allows billing analysts within Qwest to view a work list of disputes they own.

4.Organization: CenturyLink Pvt India Ltd (Jun 2007 till October 2012 and May 2014 till May 2015)

Project: DSLLCOA

Role: Senior Software Engineer

Description:

DSLLCOA Application is used by wholesale and mass market representatives to update the DSL line condition order applications.

Responsibilities

Analyze and debug the code of applications to provide information requested by Business System Analysts. Providing analysis and valuable ideas for emergency production fixes.

Works with users real-time to provide help and resolving application issues in their daily workflow.

Own escalated cases from the team and ensure that they are resolved as per SLAs and quality expectations. Add value to the incident management process with technical/product/domain knowledge and customer handling skills.

Take ownership of Operational misses, discuss with client management and take corrective actions.

Risk reduction and production stabilization by formulating business strategy to segregate production Support (User and Batch) from Application development.

Drive implementation of machine learning to alleviate runbook driven tasks.

Devise reusable training plans to enable team on the ground and convert plans into a training university.

Formulate standards and robust incident management protocols. Formulated standard communication strategies.

SPOC for customer from an Operational support execution perspective.

Identify efficiency, re-occurring issues, automation candidates in product. Working with relevant teams to schedule and track completion.

Involved in user meeting as part of requirement analysis.

Performing modification to the existing code and scripts in order to fix the changes required.

Preparation of unit test cases.

Involved in client meeting as part of requirement analysis. Analyzing the requirements and changes needed for the system and categorizing them into 3 major modification factors: Bug Fix, Functional Modification and Schema Updates.

Performing modification to the existing code and scripts in order to fix the changes required

Maintaining metrics and other project documents

5.Organization: Polaris Software Lab (Europe Operations Applications) (Jan 2006 - Apr 2007)

Project: EOA (Europe Operations Applications)

Client: Citi Bank

Role: Systems Engineer

Description:

EOA is a collection of smaller systems. The System Information Officer (SIO) system gives the information to the various PM about the holdings. Another sub system is CAMMS, this system does the Table Maintenance and Report Generation for all the tables. Romeo is another system which is an order capturing and processing system which also includes report generation and job processes.

SIO: The job relates to the development of an information system module for Portfolio Managers to review the portfolio details of the accounts handled by them. Consisted of modules to enter data, administration of the entire system, user administration and report generation.

ROMEO: This is an order capturing system and Report Generation system. This sends Data to the Telekurs or the Bloomberg based on the type of holdings. Generates reports for the various holdings.

ISA: This is a sub module of ROMEO. User and System Administration are done by this part.

CAMMS: This is Table Maintenance and Report Generation system for the various tables.

Responsibilities:

ISA Module: Involved in designing and coding of the entire Module. ROMEO module: Involved

in Coding and Testing for generating report in PDF format.

Enhancement and production support for the system.

CAMMS: Involved in coding of Table Maintenance and Report Generation for the Various

tables.

Contact this candidate