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Support Executive

Location:
Toronto, ON, Canada
Posted:
May 11, 2020

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Resume:

https://www.linkedin.com/in/vikas-jain-********/

Application Support Production Support Trade Floor Support Information Technology Risk Management Banking Domain Knowledge Banking Operations Business and Technology Consulting Training & Development Team Building & Leadership Project Management Operations Management Automation monitoring Change Management Process Standardization Problem and Incident Management ITIL Standards Client Relationship ITSM

Application and production support executive with over 9 years of rich & insightful experience with domain expertise in Investment Banking with experience working in various Financial Organizations and Financial IT providers.

Excellence in driving strategies in close collaboration with Change-the-Bank partners as well as Run-The-Bank teams.

Adept in engaging with diverse stakeholders, internal as well as external including Senior Leadership, Global Decision makers, Customers and Partners. Expertise in driving diverse & cross-functional resources.

Skillset

Technical Skills: Oracle PL/SQL, Sybase, MS SQL Server, Control-M, Octopus and Confluence.

Workflow automation & monitoring tools: ITRS Geneos, Managed Objects, Inhouse.

Domain Expertise: Swaps, Equities, Index, ETF’s and Custom Baskets.

Methodologies: ITIL, KCS, LEAN

Vendor Tools: SOLA, Mark IT, Fidessa, Bloomberg, Thomson Reuters, Atlassian, ServiceNow, JIRA

Operating systems: Windows Server 2008/2012, Linux

Infrastructure: Working Experience with Network, Server, Storage & Messaging teams.

Professional Experience

Credit Suisse – New York (Feb 2017 – Mar-2020)

Application Support for Trading, Pricing and Order Management

Hands-on technical and business knowledge with an emphasis on electronic trading, risk, swaps derivatives and ETF trading platforms. Being able to independently deal with the Cash, Program Trading ETF, Index and Delta1 trading desks, an expertise role in owning and resolving all technology issues in a demanding trading environment.

Responsible for maintaining production environment up and running, provide weekend coverage and global coverage using follow the sun model.

Acting as a touch point with senior executive teams from business and technology organizations, working closely with application development teams to advance strategic initiatives, and coordinating with internal IT partners on infrastructure strategies, operational readiness, and engineering standards and designs.

Working experience with development team in agile environments and follow ITIL methodologies for release management and provide quick alternative technology fix to users if applicable.

Implemented Monitoring framework using third party tool – ITRS Geneos which ultimately reduced IT monitoring budget and maintaining a unique monitoring platform across various applications.

Working experience with Compliance and Audit Teams to provide data as per business requirements, trading discrepancy and BAU.

Ensure proper testing and executions while implementing new functionality working with multiple internal teams, ECN’s and exchanges.

Managing multiple reports for business and providing data to COO, ACT Regulatory (Internal) and other teams whenever required using IT Tools.

Working with vendors for data and pricing issues which are used by internal applications.

Globally Responsible for maintaining Inhouse Pricing Tool and composition data which is used firm wide for Index, ETF’s and Custom Baskets.

On-Boarding New Business Flow/Clients/Users.

Providing IT assistance on Trade management to middle office and back office with Booking issues/Settlements and FOBO Breaks, etc

Credit Suisse – New York (April 2015 - Jan 2017)

Application Support for Risk Systems

Daily Function of support model was to resolve common IT issues and respond to User queries and report any new bugs identified. Help users identify risk and pnl with complex risk factors.

Working with Quants and GMAG teams to onboard New Risk Factors and Valuation Models.

Preparing the Impact Analysis in case of any production issues. Carrying out root cause analysis of the Defects and Co-ordinate with internal teams for Requirements gathering, System test, User Acceptance Test and Migration and with upstream teams for any change related issues in terms of architecture data flow. Providing a tactical fix to dev in terms of new issues raised by Different users.

Ensuring the delivery of EOD files to Risk Assessment Teams post FO Sign-Off and validating the data quality from multiple upstream during SOD with help of Monitoring tools.

Working as Onshore SME for escalations for Offshore and acting as intermediate between Development and Users also as front face for all application related queries.

Credit Suisse - London (May 2014 - March 2015)

Application Support for Risk Systems

Application handover from development for Support Issues, formation of support team globally adhering to standard practices and process.

Helping new users to understand the application and publishing the view as requested by them to view their risk.

Adequately documenting the repetitive tasks using third party wiki tools, handing over to Offshore Support by training them on the repetitive issues and explaining for future actions if repeated.

Involve in change review meeting and act as a gate keeper of the production support environment to ensure it is protected.

Credit Suisse - Bangalore (March 2012 - April 2014)

Production Support Executive for Prime Finance/Brokerage/Lending.

Collaborating with multiple stakeholders, including trading desks, app dev teams, TIS, PTG and senior management in multiple regions to deliver the assigned responsibility

Tasked to manage the tasks in platform to ensure timely resolution of system issues and problems while meeting or exceeding business service-level agreements (SLAs), while communicating with different IT and senior management in regard to plans, status, risks, and any other relevant or emergency issues

Track outages/SLA misses in the Problem Tracking System and work with Problem management team to ensure that future actions are implemented within the agreed timelines.

Resolving the batch jobs failed scheduled by Ctrl – M server through the Ctrl – M Agent and make sure all the batch jobs executed properly within SLA.

Responsible for managing Special events like QMW activities, release activities, DR activities, Expiry Events and power shutdown activities.

Publish Service Impact Notifications to stake holders in the event of delay of any IT related issues.

Deutsche Bank - Bangalore (Jan 2011 – Feb 2012)

Production Support

TCS-DSR–IT functional responsibility was to Support Continuous Application Health Checks (24*7) and resolving User/System related queries within SLA.

Monitoring Application Related Servers, diagnosing and resolving issues with respect to servers.

Monitoring the Application on all the parameters and ensure stability, monitor processes like EOD Batch running and generating required reports.

Retrieving required data from databases as per standard queries provided from Development.

Performing application checkout including GUI, server and database for application required.

Responsible for validating the loaded data by cross checking on business days.

Education

Bachelor of Technology in Electronics and Communication Engineering from Jawaharlal Nehru Technological University Hyderabad – 05/2006 – 06/2010

Reference

Available Upon Request



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