Team Lead
CurrentHandling a team of 25 members and preparing the 24/7 roaster ensuring proper resource allocation throughout the shift.• Involved in People management and daily BAU tasks.• Responsible for production application support working closely with internal /external team and customers.• In addition, working as Shift Lead & Lead Analyst roles. Providing training to New Joinees on daily task.• A Part of the Global Application/System Support team managing the variety of global Insurance applications used byclients across the globe.• Performing UAT testing in SNOW tool for new onboarding customers.• Monitoring the Application, proactively fixing the issues before clients escalates to the team and maintaining application high availability and Reliability of the application.• Proactively Analysing the logs of the applications in the re-occurring schedule during the business hours and picking upthe exceptions, working with cross functional tech teams to resolve the bugs in real-time by pushing the hotfixes.• Application Deployments in Production/UAT using the version control tool SVN and performing the sanity testing.• Driving the Critical Incident Management from the time of Incident occurrence to resolution by sending timely Updatesto stake holders and raising the RCAs to track the reason of occurrence.• Initiating bridge call with clients, handing MIM, change Management etc. until the issue is resolved.to developers to fix the issue and timely follow up with them until its fixed.• Weekly meetings with clients reviewing the items pushed to UAT environment and finalizing whether it’s ready to pushto Production and if any concerns raised discussing the same with Development team to fix the issues.• Handling the Active Directory activities to reset the password, new user creations and Application access delegations.• Handling, routing SNOW(ServiceNow) & Jira tickets and communicating to client or internal team on progress and resolution.
