Aditya Muktevi
Vice President Platform Support/Infrastructure
Hyderabad
Summary
- Possess a deep understanding of technology with focus on delivering business solutions. Have a persuasive personality, with exceptional communication skills, and ability to communicate with people at any level of business and management hierarchy. Highly ethical, trustworthy, and discreet Possessing valuable insights, keen analysis and team approach to implement best practices to achieve excellence. Adept at working in high pressure environments with strict deadlines and multiple deliverables, superior communication and interpersonal skills, multitasking skills with an ability to interact with a wide range of people.
- Vice President -Delivery lead for platform support/Infrastructure Support
- Received Top Achiever 2023 & Golden spoke award.
- Overall, 13 + years of working experience is on Contact Center applications/platform support.
- Responsible for handling all upgrades, vulnerabilities, patches, cyber risk outages.
- Responsible for handling all production issues p1 to p3 and triaging with RCA follow up's
- Good Understanding on Service now, ITSM by following ITIL procedures.
- Responsible for providing periodic updates for CTO & CIO in timely manner.
- Responsible for handling Routing logic Design and upgrades on Genesys & IVR
- I have setup a contact center business in India with a set of 100 people.
- Responsible for Delivering all ITSM changes & Incident management defects
- Good understanding on production support for all contact center applications
- Good hands-on experience on App Dynamics for IVR log tracing
- Responsible for supporting CI CD deployment through Udeploy tool.
- Worked on Java and Tomcat upgrades.
- POC for all production issue during India/EGS timings 16/7
- Automated IVR call flow for better customer experience.
- Good hands-on experience on Genesys call back, Genesys Adapters
- Automated Genesys patching with single click stop/start for few servers.
- Hands on experience on IVR & Genesys deployments
- Worked with our Lob business and introduced new features for handling Critical issues.
- Good understanding on Splunk, App dynamics, Grafana Dashboards
- On boarded Splunk tool for IVR & Genesys
- Good hands-on experience on Genesys Implementation
- Problem management team for all the contact center Team across, Manila, India, USA
Overview
13
13
years of professional experience
9
9
years of post-secondary education
Work History
Team lead Analyst
JP Morgan chase
Hyderabad
11.2014 - 09.2018
- Leading a Team of 12 people which includes all applications
- Setup l1 Team in Different locations of India
- Hiring new college recruits and training them on Domain and Technical
- Provides Production Support for IVR's and Genesys
- Monitoring SCI of TSS and Merged Environment for Card and Retail
- Escalates to next level as the issue to resolve
- CCPulse monitoring for real time reporting handling tickets (HP Service Center)
- Generating Daily reports for IVR's and Genesys Route Failures
- Involving in P1 issues and troubleshooting the issues to resolve them
- Creating technical documents for IVR and Genesys related issues
- Involving in IVR Reboots of different LOB's(CAF, CEF, CHF and etc..,).
- Trained new team members by relaying information on company procedures and safety requirements.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Coached team members in techniques necessary to complete job tasks.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Devised and implemented processes and procedures to streamline operations.
Senior Software Engineer
Bank of America (BA continuum India private ltd)
Hyderabad
02.2011 - 12.2014
- Worked on Nice systems and upgraded to latest versions
- Primary focused on Scripting related stuff with applications enhancements
- Upgraded all windows servers from 4.1 to 6.7 servers in Nice
- Responsible for handling BCP coordination plan and execution
- Agent mapping, system users enhancements
- Pulling up Business reports and making power point presentations
- Loggins incidents with immediate action plan
- Ability to resolve all production issues on Nice systems
- Good hands-on knowledge on SRP systems.
- Led software development initiative as subject matter expert and primary point-of-contact for project management staff.
- Checked client code for bugs and weaknesses using approved troubleshooting methods.
- Updated job knowledge by studying state-of-the-art development tools and programming techniques and participating in educational opportunities.
- Coordinated with other engineers to evaluate and improve software and hardware interfaces.
- Identified and documented project changes with proactive budget oversight.
Vice President - Delivery lead for platform support/Infrastructure Support
WELLS FARGO
09.2018 - Current
- Responsible for handling all upgrades, vulnerabilities, patches, cyber risk outages
- Responsible for handling all production issues p1 to p3 and triaging with RCA follow up's
- Good Understanding on Service now, ITSM by following ITIL procedures
- Responsible for providing periodic updates for CTO & CIO in timely manner
- Responsible for handling Routing logic Design and upgrades on Genesys & IVR
- I have setup a contact center business in India with a set of 100 people
- Responsible for Delivering all ITSM changes & Incident management defects
- Good understanding on production support for all contact center applications
- Good hands-on experience on App Dynamics for IVR log tracing
- Responsible for supporting CI CD deployment through Udeploy tool
- Worked on Java and Tomcat upgrades
- POC for all production issue during India/EGS timings 16/7
- Automated IVR call flow for better customer experience
- Good hands-on experience on Genesys call back, Genesys Adapters
- Automated Genesys patching with single click stop/start for few servers
- Hands on experience on IVR & Genesys deployments
- Worked with our Lob business and introduced new features for handling Critical issues
- Good understanding on Splunk, App dynamics, Grafana Dashboards
- On boarded Splunk tool for IVR & Genesys
- Good hands-on experience on Genesys Implementation
- Problem management team for all the contact center Team across, Manila, India, USA.
- Identified opportunities to improve business process flows and productivity.
- Increased company growth through collaboration with sales and marketing departments.
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Developed and implemented new strategies and policies to establish long-term business objectives and provide strong and sustainable organizational leadership.
Education
MBA - Project Management
Sikkim Manipal University
06.2011 - 06.2013
SSC
05.2003 - 06.2004
12 -
Intermediate
02.2004 - 02.2006
BTECh - CSE
JNTU
02.2006 - 02.2010
Skills
IVREWFMSQL DeveloperHP service center Windows XP, 7, 8, 2003/8UNIXRed hat LinuxAnsibile
Production monitoring
Emprix
Incident management
Problem management
Change management
Awards Recognitions
- Received apprecitions cards from LOB & app dev in Jpmc
- Got appreciation from Business Executive ( 2 Bronze & 2 Silver ) in Bank of America
- Received Golden spoke award in 2019
- Received multiple awards in wells Fargo including Top Achiever ward 2023
Timeline
Vice President - Delivery lead for platform support/Infrastructure Support
WELLS FARGO
09.2018 - Current
Team lead Analyst
JP Morgan chase
11.2014 - 09.2018
MBA - Project Management
Sikkim Manipal University
06.2011 - 06.2013
Senior Software Engineer
Bank of America (BA continuum India private ltd)
02.2011 - 12.2014
BTECh - CSE
JNTU
02.2006 - 02.2010
12 -
Intermediate
02.2004 - 02.2006
SSC
05.2003 - 06.2004