Results-Oriented IT Professional Core Banking & App Support

ZUBAIR MOHAMMED

Adelaide, SA, Australia +61-485-***-*** *************@*****.*** linkedin.com/in/mohammedzubair-830319104 PROFESSIONAL SUMMARY

Results-driven IT professional with 12+ years of combined experience in Core Banking (Infosys Finacle) application support, banking operations, and software delivery. Proven track record at Infosys and South Indian Bank across 5+ banking clients internationally, delivering L1–L3 application support, onsite client deployment in Croatia, and driving service stability. Skilled at bridging technical and operational teams with strong expertise in incident management, SQL, UNIX, JIRA, and Agile/Scrum. Immediately available with full Australian working rights. SKILLS

Application Support: Incident Management, Problem Management, Change Management, Release Management, SLA Management, Root Cause Analysis, Troubleshooting, Diagnosis, Issue Resolution Core Banking: Infosys Finacle (Versions 7x – 11x), L1–L3 Functional & Technical Support, Retail & Branch Banking Operations, Assets, Liabilities, Payments & General Modules Technical Skills: SQL, Unix/Linux, HTML, Shell Scripting, JIRA, Advanced Excel, MS Office Suite, Windows Server, API Testing, Debugging, Troubleshooting

Testing & Tools: Functional Testing (ST, SIT, UAT, BVT), Defect Tracking (JIRA), Agile & Scrum, API Testing Communication & Collaboration: Stakeholder Management, Client Communication, Cross-functional Team Collaboration, SME, Vendor Liaison

Cloud Technologies: AWS (Basic understanding), Web Services EXPERIENCE

Consultant – Application Support Oct 2025 – Apr 2026 Infosys Limited Hyderabad, India

• Provided L1–L3 application support for Finacle Banking applications across multiple client environments, maintaining a first-call resolution rate of over 70% for known incident types.

• Acted as Single Point of Contact (SPOC) for all application issues, managing 20+ stakeholder interactions weekly via email and phone with consistent positive client feedback.

• Translated complex business requirements from senior stakeholders into detailed technical specifications, reducing rework cycles by identifying gaps early in the delivery process.

• Collaborated with development and infrastructure teams to implement fixes and preventative measures, contributing to a measurable reduction in recurring production incidents.

• Identified and implemented process improvements that reduced average incident response times by approximately 20%.

Senior Associate Consultant – Application Support (Onsite, Deputed from Infosys Limited)Jul 2024 – Jul 2025 HPB – Hrvatska Postanska Banka Zagreb, Croatia

• Selected from a team of 20+ consultants for international onsite deployment — sole Infosys representative managing full L2/L3 production support for an international banking client.

• Triaged and resolved 100+ critical banking application incidents over 12 months, maintaining SLA compliance above 95% and minimising system downtime during business-critical hours.

• Built an incident knowledge base of 20+ documented resolution procedures in collaboration with technical and operations teams, improving first-call resolution rates by approximately 30%.

• Assessed risk and impact of production issues, escalating and resolving incidents in line with agreed procedures

— zero SLA breaches recorded during the deployment period.

• Collaborated with development and infrastructure teams across 3 time zones to implement fixes and preventative measures, ensuring long-term platform stability. Senior Associate Consultant – Application Support Jul 2021 – Jun 2024 Infosys Limited Hyderabad, India

• Provided L3 application support for Finacle Banking applications across 3+ banking clients, achieving consistent SLA adherence above 90% across all engagements.

• Managed and resolved 200+ incidents and problems annually, conducting thorough root cause analysis and implementing permanent fixes to prevent recurrence.

• Developed and maintained 15+ advanced SQL queries and scripts for data analysis and automated reporting, saving approximately 5 hours of manual effort per week.

• Documented and maintained 25+ technical procedure and knowledge base articles, enabling new team members to reach full productivity 40% faster during onboarding.

• Facilitated Agile ceremonies including sprint planning, daily scrums, and retrospectives for a cross-functional team of 8–12 members.

• Award: Received Kudos Award – "Rookie of the Team" for outstanding performance, selected from a cohort of 30+ new associates.

Associate Consultant – Application Support Jun 2020 – Jun 2021 Infosys Limited Hyderabad, India

• Provided Retail Banking Operations consulting and Finacle product support across 2 banking client implementations, supporting change management and go-live activities.

• Participated in system testing, validation, and implementation across 3 major release cycles, acting as the bridge between business units and IT delivery teams.

• Ensured issues were resolved within agreed SLAs by coordinating with core banking and operations teams, maintaining a ticket closure rate of 95%+ within SLA timeframes. Branch Operations Executive Jun 2013 – Apr 2020

South Indian Bank Hyderabad, India

• Managed full branch banking operations across 7 years, processing 80+ daily transactions including loans, deposits, and financial instruments using Finacle Core Banking software.

• Served as primary point of contact for 100+ daily customer interactions via in-person, phone, and written correspondence — maintaining a consistent customer satisfaction record.

• Ensured 100% compliance with AML, KYC, and customer/transaction monitoring regulations across all branch operations; reported 5+ identity fraud cases to appropriate authorities.

• Recognised as Topper in Semi Urban & Rural Category for outstanding service delivery — ranked top performer among 40+ branch staff across the region.

• Upsold banking products and services, contributing to branch revenue growth of approximately 15% year-on- year during tenure.

EDUCATION

Master of Business Administration (MBA) – Accounting & Finance 2017 – 2019 Osmania University, Hyderabad, India

Bachelor of Computer Science – Mathematics & Computer Science 2010 – 2013 Osmania University, Hyderabad, India

CERTIFICATIONS & PROFESSIONAL DEVELOPMENT

Agility and Scrum Introduction to Data Science Project Management Essentials Introduction to Generative AI

– Google Cloud (via Simplilearn)

Contact this candidate