I am a seasoned site reliability manager with hands on experience in incident and problem management and maintaining service availability of business-critical IT systems. I possess in-depth domain knowledge of loans and mortgages in non-banking financial institution (NBFC), small finance bank and microfinance.Extensive experience in IT service management, application support, incident management, problem ticket handling and resolution and service quality management for Microfinance and Banking organization. Lead implementation planning, dry-run, business verification testing for phased / big-bang product and feature rollout and post-production stabilization. Heading IT service management, responsible for supporting pan-India covering 700 regional offices, 2000+ branches with a customer base of 4 million for core banking system (Profile), loan management system (MCARE), collection management system (MSERV), and host of in-house IT systems for loan, nano banking, mobile banking and net banking product for a fast-growing small finance bank having an annual turn-over of INR 13.4 billion. Established from scratch, IT service management team and setup the governance and KPIs for service and incident management maintaining >98.5% service availability. Plan and lead product rollout, patch fixes, infrastructure upgrade and patching, problem ticket resolution and providing work-arounds to IT system issues maintaining business continuity. An average of 12+ patch and 8500+ problem tickets per month are resolved for the business portfolio covering banking, mortgage and loan systems.Providing leadership and mentoring to cross-location team of 16 member that includes support engineer, service quality engineer, test engineers, implementation specialist, database specialist and problem analyst.Lead product testing, verification, signoff and phased rollout of pan-India region tab-based loan disbursal and collection module operating over 5500+ hand-held devices to enable 10K disbursal and 0.3 million collections per day.Lead member of core IT team to enable statutory compliance to meet central bank audit requirements for securing banking license of a large sized micro-finance organization. Lead organizational MIS requirement covering 350+ reports covering entire gamut of operational requirement.Head IT and infrastructure division for medium sized microfinance organization having 50+ branches. Setup IT infrastructure including server, desktop, firewall, network and hardware. Migrated from manual system to loan management software (FIMO) based solution.
