I have the responsibility of managing the RUN function of the Bank. It includes, but not limited to, Application Support, Service Delivery as well as Technical Operation Centre for Bank’s India operations. I have the responsibility to ensure that technology is available to the business the way it should be, in order to provide best possible services to customers of the bank. The responsibility also includes formulating strategies and implementing it to fulfill business goals in best possible time and cost. Business or technology cannot work in isolation and my job is to ensure that there is an effective partnership between technology and business.

In this role, I take on the responsibility of setting up Global Support Model for Application Support and Technical Support (Level 1 & Level 2) for Back Office Operations in Lending, Treasury, Equities and Fixed Income Business. I am involved in setting up Global support team for various applications, defining strategy with stakeholders for optimal resource distribution globally, setting directions, processes, organization structure, operating model with the different stake holders across the globe for a brand new Global Production Support team. I have also decoupled support teams from development and eliminate the dependencies of development teams in providing support deliveries.I was also involved in defining and implementing various common processes for Incident Management, Problem Management, Proactive Monitoring, Support handover process based on Industry standard ITIL model. I owned vendor decoupling for two projects, involved in Planning and execution of transition activities, including real-time tracking, stakeholder management and setting up new teams. Apart from support deliveries, I also setup and manage the Technical Engineering Team delivering automation, support tool creation and other deep down investigation related activities.

I was managing the Competency Team and resource pool to cater requirements originating from UBS. The strategic hiring process was adopted according to the projected needs of client for resources. This includes ramping up team whenever needed, even with very short notice. My responsibilities include Strategic planning for upcoming requirements, availability of resources from different internal projects, planning for their training needs according to the upcoming projects and maintaining a pool of resources which is as per requirement, without creating an overhead for the projects. I was also involved in preparation of various RFPs (Request for Proposals) from different clients. I was also managing the Account Management activities for various projects in UBS. This includes regular interaction with UBS management on current as well as upcoming projects and working together with UBS from the initiation of various new projects.

In this role, I setup a 24X6 Global Support team in Singapore to cater the application support needs of UBS Global Equity Derivatives business on a Front-to-back basis. This complete project was managed by me, starting from planning to execution, and then I continued to manage the Global Support function based in Singapore. This project requires to setup a new team, from a complete region based support, with no global processes or handover. It was given as a Managed Services project, with complete control. I deployed and Managed tier one global Production Support Team, resulting into significant cost savings and improved efficiency for the Bank. Implemented various support processes & tools to improve service quality, like Incident management, Problem Management, Change Control, Version Control (for batches), Escalation/Notification, Shift Handover/Takeover etc. Also published different efficiency related reports to stakeholders.

I was working as Project Lead in Bankware - Retail Banking Product Development. I worked with Business users of Yemen Kuwait Bank, and analysed the requirements of the business for Yemen Kuwait Bank and helped in the preparation of BRDs (Business Requirement Documents) as well as Functional Specification for Yemen Kuwait Bank’s requirement and work as bridge between development team and Bank.. Prior to this, I was managing Requirement gathering, Analysis, design and development of Inter-Branch Reconciliation, Inter-Branch Transactions, Signature Storage & Retrieval System (SignNow), Accruals on Monthly Average Balance, while managing the Optical, Run Report and Operations module of the product.