It Operations
Resume:
ABHISHEK MAHESHWARAM
PRODUCT MANAGEMENT PROFESSIONAL /
IT OPERATIONS MANAGER / IT SERVICE OWNER
SIGNATURE SKILLS EXECUTIVE SUMMARY
Technically-inclined Leader with over 18 years of hands-on experience in Banking and Financial services, overseeing the lifecycle of banking technology products, including automated teller machine systems, with a focus on enhancing availability, security, and operational efficiency. Proficient in managing IT service frameworks that ensure seamless helpdesk support and access and identity management, driving compliance and risk mitigation across financial ecosystems. Competent in creating scalable ATM solutions that enhance uptime and user engagement, while driving initiatives to automate service processes, reduce incidents, and align operations with standards. Skilled in optimizing ATM fleets, integrating advanced authentication solutions, and streamlining incident resolution processes to minimize downtime and enhance customer satisfaction. Product Management
Strategic Planning and Vision
IT Service Management
Service Delivery
Software Development Lifecycle
Project Management
ATM Management
Risk Management
Critical Incident Management
Team Management
EMPLOYMENT OUTLINE
RBC Royal Bank of Canada (Feb 2014 – Sept 2024)
HSBC Bank Canada (Feb 2014 – Mar 2024) (RBC acquired HSBC Canada in April 2024) Vancouver, Canada Development And Support Engineer (HSBC) – IT Operations Manager (RBC) (Jan 2019 – Sept 2024) Key Achievements and Contributions:
• NextGen ATM Migration (2019–2021): Led the migration of HSBC Bank Canada’s ATM Frontend Application from WINCOR ‘Proflex 3’ to KAL ‘K3A’software, delivering in time despite COVID-19 challenges.
• Subject Matter Expertise: SME for the ATM frontend application (KAL–K3A) and the ATM monitoring tool (KAL–KTC), providing expert guidance. Designed and implemented KAL–KTC tool enhancements, streamlining processes and boosting operational efficiency.
• Technical Excellence: Established a state-of-the-art ATM Testing Lab at 885 West Georgia, enabling advanced testing and compliance. Managed seamless software upgrades across HSBC Canada’s ATM network, ensuring regulatory and operational standards.
• CAIDA Project Innovations: Introduced envelope-free deposits, launched 80-series ATMs, and advanced the Windows 10 ATM software upgrade before HSBC's sale, driving key technological advancements.
Key Deliverables:
• Service Ownership: Oversee ATM software, including upgrades, operational continuity, and performance metrics to meet service objectives.
• Product Management: Manage the lifecycle of ATM software, ensuring timely feature enhancements and alignment with strategic goals.
• Strategic Planning: Conceptualize and implement the technical roadmap, aligning it with the company's business goals and market trends.
• Software Development: Build software solutions for ATM systems, using customer-centric features to enhance functionality and performance.
• Testing: Oversee and optimize test ATMs across Vancouver, Toronto, and Pune labs to support ongoing development.
• Software Upgrades: Ensure the ATM fleet’s security and functionality by testing and deploying compliance-driven software upgrades.
• ATM Lifecycle: Responsible for leading the full lifecycle of ATM platforms, overseeing installation, decommissioning, upgrades, and issue resolution.
• Integration: Ensure seamless integration of ATM applications with core banking systems by designing robust APIs and components.
• Team Leadership: Guide NCR technicians remotely through complex ATM maintenance procedures and troubleshooting challenges.
• Crisis/Incident Oversight: Deliver 24/7 production support for self-serve banking services, resolving critical incidents.
• Production Support: Provide round-the-clock production support for ATM frontend services, including occasionally branch visits for installation.
• Disaster Recovery: Documented ITSReP for role swap and disaster recovery planning. Conducted role swap testing to ensure server environment stability.
• Server Compliance: Ensured ATM environment servers met IT security compliance policies.
• Performance Analysis: Maintain records of ATM fleet performance using the KAL–KTC monitoring tool, facilitating data-driven decisions.
• Compliance Support: Deliver support for Annual Interac Regulation Audits, providing evidence for ATM frontend application standards.
• Vendor Engagement: Collaborate closely with vendors (NCR and KAL) to troubleshoot and resolve ATM hardware and software issues.
• Agile Leadership: Scrum Master for the self-serve banking team, fostering agile methodologies to deliver outcomes.
• Modernization: Lead the adoption of cutting-edge technologies, modernizing ATM operations to enhance efficiency and adaptability. Helpdesk Specialist II (Feb 2014 – Dec 2018)
Key Achievements:
• Managing timelines, resourcing and testing activities for four projects: Upgrade to NCR Aptra Vision Application, HP Non-Stop Hardware Upgrade, NCR Automated Electronic Dispatch Interface and USD Cash Dispensing Project.
• Led daily monitoring and operations for HSBC’s ATM fleet, ensuring seamless uptime and rapid issue resolution.
********.***********@*****.***
Vancouver, British Columbia, Canada
www.linkedin.com/in/abhishek-maheshwaram-83156218/
• Identified inefficiencies in the TSS Database and cash dispensing systems, leading solutions that streamlined operations and improved accuracy.
• Acted as the SME for HSBC’s ATM monitoring process, leveraging Base24, TACL, and NCR Aptra Vision to optimize performance.
• Worked with the security and risk team to detect/prevent fraudulent activities, conducting investigations with Tandem Applications (Bank-End).
• Partnered with NCR and Garda Cash Services to address daily ATM issues, ensuring vendor accountability and timely resolutions.
• Delivered actionable insights through Gasper Vantage ATM availability reports and productivity metrics using the Cognos Reporting Tool. JP Morgan Chase (Sep 2010 – Jul 2013) Hyderabad, India Tech Ops Technician – Regional (Service Desk Lead) (Feb 2012 – Jul 2013) Tech Ops Technician (Service Desk Agent) (Sep 2010 – Jan 2012) Key Achievements across the tenure:
• Successfully executed the Mortgage Banking Expense Reduction Program, completing 1,216 user requests in just 7 days.
• Supported the development of the Access+ On/Off Boarding System, contributing to its testing and refinement.
• Organized and steered training programs for on/off-boarding processes, enhancing team performance in the USA and Manila.
• Designed a productivity tracking system as part of the Project of Actual Units Worked, ensuring accurate performance reporting.
• Managed the cost of off-boarding the Terminated Users Project, resolving inefficiencies in process handling.
• Set a benchmark by achieving the highest number of processed requests in FY 2011–2012. ICICI Prudential Insurance Company Ltd. (Mar 2006 – Sep 2010) Hyderabad, India Branch Operations Manager (Sep 2007 – Sep 2010)
• Exceeded the FY 2009–10 target by generating 4.8M premium revenue ( 4M goal) with an average 100K premium from 25 clients.
• Consistently maintained Six Sigma standards in business issuance for 5 consecutive months, earning recognition from senior leadership.
• Recognized as top state performer, ranking 18th out of 380 in the State/Province for the service to sales initiative.
• Honoured at the Green Brigade Award function in February 2008 for significant contributions to sales and operations. Customer Service Associate (Mar 2007 – Sep 2007)
• Oversaw distribution and underwriting processes for 7 spoke branches in the Rayalaseema cluster. Customer Service Associate (Mar 2006 – Mar 2007)
• Processed 780 advisor recruitment applications, earning the Howzzat Award in August 2006 for outstanding performance.
• Received a Certification for Excellence in February 2007 for delivering seamless operational support. PART TIME EMPLOYMENT
Elections Canada Langley, Canada
Deputy Returning Officer – 28th April 2025
Key Achievements:
• Conducted seamless federal elections for Poll Division 26 under the 59006 Electoral District of Cloverdale and Langley City. Future Shop – Best Buy Canada (Part-Time) Vancouver, Canada Sales Associate (Nov 2013 – Mar 2015)
Key Achievements:
• Exceeded sales targets consistently, achieving 20%+ service sales in multiple months.
• Recognized as the top performer, surpassing $10,000 in sales twice during VIP Sale Day in 2014. ACADEMIC CREDENTIALS
• Master of Business Administration (Finance), Dept. of Commerce and Business Management, Kakatiya University, India – 2005.
• Post Graduate Diploma in International Business, Pondicherry University, India – 2005.
• Bachelor of Commerce (Computers), Chaitanya Degree College, Kakatiya University, India – 2003.
• Diploma in Software Management, Aptech Computer Education – 2003. TECHNICAL PROFICIENCY
• Operating Systems: HP-Tandem NSK (Base24), Linux, WINDOWS
• Databases: MySQL
• Project Management Tools: JIRA/Confluence, ServiceNow, Sharepoint, Active Directory, MS Visio, MS Project, Microsoft Office Suite, Outlook.
• Project Methodologies: Software Development Life Cycle (SDLC), Agile (Scrum), Waterfall.
• SAP FS-CM (Financial Services – Claims Management), Business Application Development using PL/SQL. Oracle Database 11g R2 Enterprise Edition PERSONAL DOSSIER
Nationality: Canada Languages Known: English, Hindi, and Telugu
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