Deepa Jathan Email & Phone Number

Monitoring the High priority tickets and acting accordingly.Run the Bridge call for all Critical incidents with all required teams and stake holder.Publish the Change report for the good to go production for the weekend.Follow ITIL procedure for effective quality delivery and ensuring restoration of service as per theagreed SLA.Sending Communications / Notifications to End users informing them about the Critical incidentand the impact and workaround.Create problem ticket and assign to problem management team for identifying RCA.Perform analysis on the backlogs and submit the final report to the clients/ leads also will work withthem to bring those backlogs to closure.Send the daily incident, problem and change report to the stake holder.Responsible for managing change in to the production environment and investigating issue andincidents found on Fiserv based applications.Performing the deployments adhering to Change management Process with proper outage plans,approvals & health checks.Delegating the Incidents to the team and representing Business Triage calls with UK stakeholderson updates of incidents.Discussing the Problems with various DEV teams to provide stable solution.Application journeys(Savings Account, Current Account, Loan Account, Credit cards, Mobile App)monitoring with Website Performance Monitoring tool from NCC group.Details of all Certificates used are managed through an in-house tool which triggers mail if anycertificates are reaching expiration. Certificate renewals/migrations are taken up with Tesco BankSecurity Management team and we make the changes accordinglyManaging the Batch jobs and their failures with thorough KA shared across with the team.Monitoring of Application and performing health checks on the server

Responsible for supporting Windows applicationResponsible for responding to, documenting and resolving service tickets in a timely manneraccording to SLA.Offer assistance to the team in performing retrospective analysis of the various client issues arisingEscalate and coordinate network support incidents or requests to vendorAssist with problem/incident management & service requests for the Unix/Windows environment.Level 2 tool support.Desktop management tools administration support; SCCMTake ownership of operational issues and perform both short-term resolution, and development ofpreventive measures for the longer termEnsure coverage and support of all critical service management processes: Incident Management,Problem Management, Change Management, Application EnhancementsProvide daily customer support in order to ensure customer satisfaction. Develop and maintain goodrelationships with lines of business. Ensure communication is customer focused and professional

Bachelor Of Engineering - Be, Computer Science, 72%

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