Responsible to handle multiple IT Services engagements(24X7) and managing on the SLA based delivery model.Responsible for managing a large size of team of Product Support and provide leadership to various analysts in terms of managing escalations, client engagement, defining processes and managing prioritizations.Provide leadership in identifying opportunities to further increase the capabilities of the supportteams through trainings, automation and other mechanisms.Responsible for identifying, collaborating, delivering, and supporting digital and technology platforms for ServicesProviding technical knowledge in specific support activities and ensures technical training is maintained within the teams for the relevant process and application.Technical responsibilities include problem identification, system architecture definition, software specification and/or design, implementation, testing, client training and solution deployment.Project management activities include interaction with company and client managers and cost/schedule monitoringDevelops and delivers detailed technology solutions through professional services project activities.

--More than 10 years of IT industry experience in various business verticals - Managed Services and Product Support. An expert in building high performing offshore teams, delivering services efficiently. Skilled in product/Application support, IT Service Management, Service Delivery, Client Engagement, and People Management-- Managing deliverable with Clients, Regional Heads, collaboration with Technical and Business teams (Data, Product Development, and Capability/Solution teams) to deliver services as per the Product road map.-- Managing support, deployment and maintenance activities in a 24*7 environment.-- Manage vendor relationships with outsourced solutions-- Delivering high-end support that meets the needs of the business and our clients following the sun model

-Provide high level of support through close process, structural enhancements (adding patches, some development of the application), root cause analysis, drive plan for core enhancements to the system, ongoing maintenance etc.- Take leadership and drive technical escalations to resolution to ensure maximum availability and performance.- Drive solutions for major escalations in complex environments, in cooperation with development, infrastructure and operations.- Develop and improve support process for Level 2 and Level 3 customer support including, troubleshooting best practices, customer handling, ticket handling, ticket escalation, problem resolution, reporting and customer experience metrics. - Provide leadership and guidance team members to their optimum performance levels- Perform complex troubleshooting of multiple applications-Respond to incidents during working hours and off hours (when on call).

Working as a Senior Production Support Specialist for two of the most complex Business Workflows - ECG & Labs.Provide level 3 support for internal and external end users for multiple application problems.Communicate IT issues to business units at various levels of seniority.Manage and coordinate the implementation of internal, external and off-the-shelf business applications with all IT and business groups.Coordinate validation activities related to the deployment of business applicationsProduce and assist training and communication programs.Coordinate with internal and external service providers in the area of incident, problem, and change management, capacity planning and troubleshooting, representing the interests of supported business groups.Maintain knowledge of the IT industry, analyze the abilities of tools and technologies and compare with the needs of the business, recommend potential solutions to managers with.

Managed support operations and daily activities for banking operations, CTS process.Provided leadership in Incident response for any issues and co-coordinating across different Internal & global clients.Lead in production database support in 24x7 operations environment.Coordinate on leadership activities, support services, smooth processing of perations.Provided maintenance support on customizations which involves fixing customization bugs and doing minor change requests on previously delivered customizations

Application support and troubleshooting of different level of issues which required both analytical and technical skills for resolution.Migration activity, implementation of Core Banking System.Technical support on day to day operations for Banking clients.