Responsibilities:Handled team around 40 Members who provides L1, L2 & L3 support to all clientsResponsible Project Movement to TAC fromImplementationResponsible for maintaining SLA as per RFPOwnership for the Escalation received from customerOwnership for TAC P & L and responsible for Billing &Collection. Ownership to Customer governance calls.Responsible for Proactive communication with internal &external stakeholdersImplemented JIRA Dashboard for Productivity & Report toensure the SLAOwnership & Mentoring the team for L & M tooldevelopment and rollout.

Implementation Responsibilities:Took the ownership to migrate the Ultria customers toZycus PlatformDefined the Migration approach for and successfullymigrated.Drew the project plan for each customer and executedwith team.Eradicated the hurdles by implementing automatedsolution during the migration process.Maintained Customer satisfaction of more than 8.5 duringthe migration process.Converted this migration process into profit oriented byupsell & renewals made

Product support Responsibilities:Handling team who provides 24*5 support to all clientsEnabled the process within team for smooth & bettertransition in shifts.Responsible for weekly meet with all the customers.Responsible for Sustainability of the product.Responsible for Team handling tickets and ensure SLA & KPIs are achieved.Responsible for Configuration, Change request & Defect removal in Live system.Implemented JIRA Dashboard & Report to ensure the SLA & quicker resolution to the Defects.Turning the support into Customer Success for our clients.

Test systems support - Responsibilities:Led this project with 7 Members in team of L1/L2 Support.Played vital role from RFP to Execution of this project and reporting.Responsible for Team handling tickets (Productivity) and ensure SLA & KPIs are achieved.Implemented many report & Quality review actions in team to achieve the best quality as well to improve business.Delivering high productivity & quality with less number of resource Handling Technical review meeting with client and worked on ramp up plans.Involved in Data setup and capture/Restore process to ensure the GDPR policy is strictly followed while data transfer from Production to Test systems.ARDWeb - Responsibilities:Responsible for Application support in production/UAT.Responsible for Release planning & deployment. Ensuredthe loads are delivered and post deployment issues are handled.Provided RCA for any issues faced and raising Change Requests for any bugs found in the application.Handled new airlines implementation and delivered within target date.Ramped up the team into 24*7 support and increased the businessImplemented a Process to cover 24*7Unblocked Many situation and documented the same for team to followMentored team in all the aspects like handling critical situation, Project Growth.Implemented automation process and removed Manual steps during deployment

Client : ING Vysya bank (now KOTAK)Responsibilities:Worked as a L2/L3 support team, supporting Production,Pre-Production and QA environments as an integral part ofdaily responsibilities.Deployment / Implementation of Enterprise applicationsand web applications viz. WAR, EAR AND EJB jar files onWeb Logic/Web sphere/Tomcat server/IIS.Working knowledge on ticketing tools like BMC/HPSM fordefect tracking. Interacting with Development team, Clientand application vendors for application bug/ enhancementfix and raising a CRF/SRF through Bugzilla/Requestsystem.Troubleshooting application server and web server issuesby analysing thread/Heap dumps and performing rootcause analysis in UNIX/WINDOWS environment.Implemented manual/DB batch tasks through Control Mautomation tool with writing scripts.Worked on problem tickets and provided quick resolutionto various performance issues with tight SLAs to ensure anaverage 99% uptime.

Client : ING Vysya bank (now KOTAK)Responsibilities:Worked as a L2/L3 support team, supporting Production,Pre-Production and QA environments as an integral part ofdaily responsibilities.Deployment / Implementation of Enterprise applicationsand web applications viz. WAR, EAR AND EJB jar files onWeb Logic/Web sphere/Tomcat server/IIS.Working knowledge on ticketing tools like BMC/HPSM fordefect tracking. Interacting with Development team, Clientand application vendors for application bug/ enhancementfix and raising a CRF/SRF through Bugzilla/Requestsystem.Troubleshooting application server and web server issuesby analysing thread/Heap dumps and performing rootcause analysis in UNIX/WINDOWS environment.Implemented manual/DB batch tasks through Control Mautomation tool with writing scripts.Worked on problem tickets and provided quick resolutionto various performance issues with tight SLAs to ensure anaverage 99% uptime.

CRM: Customer Relationship ManagementClient : Automobile IndustryWhich was developed by ACS Infotech.pvt.ltd and Providedthe Front end & Back end Support to our CRM clients inBangalore Tested & Released the functionalities to improvethe CRM product efficiency from Aug09 to Aug10.This product helps the dealers to maintain their valuablecustomers by providing all events such as Insurancerenewal, Services and sales.DMS: Dealership Management System, which wasdeveloped by Wipro.Provided front-end support to Maruti Wipro DMS, Chennaifrom March09 to July09(Probation Period) This Software isused to manage all Maruti Suzuki dealers in centralizedmanner. Two streams Sales & Service categorize thisproduct. ACS Infotech had provided the support for salesmodule. Sales Module deals with all the activities related tonew car sales ranging from enquiry, follow-ups, orderbooking to sales. On behalf ACS InfoTech, I providedsupport for South 1 region dealers for sales module