 Accountable for end to end Applications Delivery, Maintenance and Support including resource planning. Release Management in line with the Infrastucture scaling and availability. Respobsible for the Access Management of the organization as a whole. Responsible for the System improvement and stability programs management in line with the organisations IT plan. Accountable to for the technology deliverables encompassing product enhancements, problem fixes, system improvement, capacity management, SLA negotiations service delivery, production management and risk management Define project scope, build and maintain project scheduler and budget directly or through a junior project manger. Ensure change management, release management and quality management regulations are followed as planned. Manage the implementations in line with the other go-lives as a whole. Manage the cost effectiveness of the project while meeting the resource planning. Manage business expectations across various lines of stakeholder management at senior level in the organization. Manage the post go live check list and make sure that the existing bugs are fixed. Accountable for the production hand over and the initial business interaction for the system stability. Decide and deliver on testing/ deploying permanent fixes in production based on commitment from technology teams and service model. Manage project review meeting with individual technology teams involving key stakeholders from the business/operations for collating business feedback and providing updates on deliveries. Liaise with technology teams in resolving hot spots, identifying areas of improvement/ risks for implementing effective mitigation plans to improve the delivery from the engineering team. Assess changes and aggregate risks associated with planned changes in the production.

Project: Service Delivery Management - Technology Set up the end to end process for Incident, Problem and Change with SLA aligning to KOP and KPI. Manage the day to day operation. Matrix based timely target driven Problem review meetings with either fix or change going in. Time on time KPI reviews and process improvements and improved the stability of the production by 99% availability. Set up the service delivery/management process and manage the business continuity plans with regular tests with client focussed. Build and led the senior executive team for each division of the technology division with Service Delivery as per agreed KPIs and Service Levels Agreements. Ensure proactive preventive maintenance activities are implemented on the systems to improve the stability of production and manage the services. Drive the RCA’s for the production issues and manage the changes as and how required for best service delivery. Created, developed, and implemented operating policies and procedures in compliance with various internal standards and external standards such as ITIL without impacting the production and the service delivery. Accountable for delivery of the system management which includes implementation of changes and production management and service delivery. Check list and chair weekly CAB meetings with target approval process of limited changes only into production. End to end production and service management of AWS cloud based application serving a large client base across markets.  Set up the process for development process with requirements gathering, projects plan drafting, budgeting and delivery. Identify and suggest for implementation of new and relevant technologies for implementation in the organization with priority for stable production service. Managed the development of 2 niche software products hosted in the cloud serving a large customer base with zero down time.

Project: Core Banking  Manage business expectations across various countries in line with service delivery of the production with regards to stakeholder management at senior level in the bank Accountable to groups senior most business stakeholders pertaining to technology deliverables encompassing product enhancements, problem fixes, system improvement, capacity management, SLA negotiations service delivery, production management and risk management Maintain business continuity by efficiently managing high severity incident calls to evaluate business impact of suggested workarounds in line with service delivery model of the production. Close/ recover business impact post resumption of high severity incidents followed by approving/publishing of RCA report to country stakeholders Implemented GST (similar to VAT) in the core banking system of Standard Chartered Bank (eBBS) in the Malaysia market.  Decide and deliver on testing/ deploying permanent fixes in production based on commitment from technology teams and service model. Manage service review meeting (SRM) with individual country technology teams involving key stakeholders from the country business/operations for collating business feedback and providing updates on service health dashboards and production stability. Liaise with technology teams in resolving hot spots, identifying areas of improvement/ risks for implementing effective mitigation plans to improve the production and the service as a whole. Assess changes and aggregate risks associated with planned changes in the production. Collaborate for delivery with various teams like problem management, incident management, change and capacity management pertaining to core banking application across various markets

Project: Wealth Production System SupportTrack ageing incidents across all systems and raise attention on the systems slipping into the red zone.Track all the Service Improvement Programs that are being run by the Production System Support teams across the organization.Maintain the calendar on high impact activity (major releases) planned across various applications & track the preparedness and system readinessTrack all high sev RCA action items and ensure completion by the respective Production System Support manager.Initiate periodic capacity review for all the BC4/5 applications and ensure necessary agreed actions are carried out.Manage s/w & h/w obsolescence and propose/drive initiatives with the Production System Support managers to remove obsolescence if any.Drive horizontal initiatives like implementing standard monitoring tool, bring in automation of routine/repetitive task, standard Change Management process etc.Bring in measurable and tangible metrics across various critical parameters and attributes.Drive best practices and standards across the entire Production System Support teams for the organization as a whole.Identify/Manage programs which needs performance tuning in improving the usage of available hardwareFront end the standard Production System Support requirements like DR drills, BCP exercise, Key Control Self Assessment etc.Track action items arising out of Change Management framework.Ensure all relevant support documents (SLA, OLA, ASMR, AIG etc) are maintained and kept up to date.Track head count vs on board, hiring and on boarding progress, Target Operating Model collation and ensuring alignmentTraining requirement alignment of the team to Production System Support roadmap of organisation.Financial management, planning, forecasting and tracking for the non Full Time Equivelant(FTE) related Production System Support budgets.Accountable for vendor management including the finance and delivery management.

Project: Test Environment Services - Production Management Spearheaded activities of the Test Environment Services group in Deutsche Bank pertaining to front office Applications. Accountable for the service delivery by the vendor teams against the target operating model, SLAs and KPIs. Part of group leadership tem for the Test Environment Services formulating the service strategy. Formulated internal KPIs, reviewed and SLAs with vendors like HCL, TCS and Capgemini.  Monitored user requests, connectivity, identified bugs and coordinated with various work stream teams in resolving incidents/ issues. Managed platform availability/ escalations and implemented various service improvement initiatives. Coordinated activities related to reducing number of critical incidents through effective user training and proactive incident management. Set up service wide incident & problem management processes. Transitioned/ setup teams from locations and vendors without any business or service delivery impact to production. Led 2 teams across two different business lines providing 18 * 5 global support (APAC/ EMEA/ US) for end to end availability of test environments. Functioned as point of escalation for team members in resolving issues. Ensured management/ documentation of incident, problem & changes Organized training sessions with Application Development teams/ Business Leads to acquire technical/ functional knowledge for supported applications to improve the service delivery. Prepared/ presented various status reports for the senior management team and other stakeholders to enable effective decision making and to improve the service. Set up and manage Test Environment platform as replica of production environment and provide it as a service. Reduce the production Incidents pro-actively and save cost for the organization through effective de-commissioning of non-used platforms. Tools used: JIRA, dbSymphony and SharePoint

 Managed project related to providing support service to applications/production across the Energy and Utilities domain.  Involved in replicating incidents reported by clients and evaluating logs to find bugs in production to improve the service. Used database to evaluate behaviour of applications. Managed changes in database based on requirements Set up in-house environments to test issues. Followed up on issues managed by the other team members Collaborated with the development team in managing changes related to new releases Managed change requests/ resolved user related issues and collaborated with the DBA team in implementation Updated technical documents on share point for internal use. Ensured compliance to ITIL standards of service delivery. Interacted with customers pertaining to project status and resolved day to day team issues Led a team of 10 members in supporting 10 products/ applications Tools used: Remedy 5.0, DB Artisan and Java

 Managed project related to providing application support used by business users and clients  Coordinated day to day activities of the team and resolved escalations Participated in team meetings and provided feed back to team members Functioned as back office lead involved in derivatives application support team to cater to downstream application issues Monitored batches and managed trade-flow from booking of trade till downstream applications including cash flow and static data flow. Raised change requests, followed up with DBA team till implementation Bounced applications based on requirements of development team Facilitated DBAs to effect changes in the database based on user requirements Updated technical documents on share point for internal use. Managed week end jobs Ensured compliance to standards of Investment Bank Led a team of 25 members in supporting 40 applications Tools used: Remedy 5.0, DB Artisan, X1 and Java