Akmal Pasha
Bangalore
Summary
Application Support Delivery Leader with over 21 years of experience in managing critical enterprise applications in Banking, Fintech and Life Sciences Domains. Expertise includes Application support operations, Service Delivery Management, Incident Handling, Change Manegement , Testiing and Vendor Management. Proven ability to ensure 24/7 system availability, enhance operational efficiency, and lead high-performing support teams. Specializes in SLA management, production support, and process improvement, with a strong focus on cross-functional collaboration and user satisfaction. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Application Support Head
Kinara Capital Pvt Ltd
Bangalore
09.2018 - 02.2026
- Complete Ownership of support operations for critical fintech Applications ensuring 99% of uptime.
- Managed production support, processed service requests, addressed incidents, and confirmed release validations to enhance service quality.
- Defined and monitored SLAs for vendors, Internals & external partners.
- Reviewed APK builds and approved production deployments.
- Critical resource during SOX, RBI & Information Security Audits for Evidences presentations & Compliance Reviews.
- Experienced Individual in performing the DR Dril Activities.
- Defined KPIs, KRAs, and performance goals for support teams.
- Managed user access and configurations for loan processing systems, ensuring optimal functionality and compliance with operational standards.
- Continuous Collaboration with multiple cross functional teams to align application support for business objectives delivery.
- Suggested Application Enhancement Ideas with thorough User Research, Repetative Issue Analysis.
- Owneships of App Publishing & Mgmt on Google Play Platform.
- Key Achievement: Improved operational stability and streamlined support processes for business-critical loan processing applications.
Application Lead – Amgen
Cognizant Technology Solutions
05.2014 - 08.2018
- Managed production support for enterprise finance applications ensuring 24×7 availability.
- Served as system owner for 12 finance applications.
- Led a team of 8 members handling incidents, changes, and enhancements.
- Coordinated with cross-functional teams (DBA, Wintel, Informatica) for issue resolution.
- Conducted SOX audit activities and compliance reporting.
- Managed application onboarding, migration, and decommissioning.
- Performed GUI testing and supported enhancement releases.
- Implemented process improvements and automation to reduce manual effort.
Senior Delivery Software Engineer
Mphasis (HP Company)
11.2009 - 04.2014
- Managed online banking applications (Citibank, JPM, HSBC, BofA) to maintain operational integrity and compliance with regulations.
- Delivered L2 production support for enterprise web and finance applications, ensuring system reliability and user satisfaction.
- Troubleshot production issues and ensured SLA adherence.
- Prepared test plans, executed test cases, and validated implementation results.
- Managed payroll and workforce applications using Kronos, ensuring accurate processing of employee hours.
- Generated quarterly SOX compliance reports.
- Developed standard operating procedures and knowledge transfer documentation to streamline operations and improve training.
Senior Analyst – Deutsche Bank Project
Mphasis (EDS Company)
01.2007 - 10.2009
- Led a team of 6 members supporting US operations.
- Delivered accurate client reporting, enhancing trust and satisfaction among stakeholders.
- Conducted financial research and data analysis using Bloomberg, Hoovers, and Thomson tools.
- Managed investment banking marketing calendar database to streamline communication and scheduling of key marketing initiatives.
- Controlled database permissions, ensuring data integrity and appropriate access levels for users.
Team Member / Group Leader
Sirius Connect Pvt Ltd
Bangalore
01.2005 - 12.2006
- Managed cross-functional team of process associates and designers to achieve project goals.
- Trained team members and managed workflow allocation.
- Led process improvements, enhancing reporting activities and streamlining workflows.
- Delivered data management services improving accuracy and compliance for US healthcare and tax clients.
Education
Bachelor of Engineering -
Bangalore
GPA: 72%
Skills
- Application Support
- ITIL Management
- IT Audits
- Application Onboarding
- Vendor Management & Evaluation
- Process Automation
- User Access Governance & Compliance
- Mobile App Testing
- SQL (Basic)
- XML
- HTML
- Manual Testing (Regression)
- Service Now
- Jira
- Remedy
- ZOHO Desk
- Team Leadership & Stakeholder Management
- Knowledge Management & Documentation
- MS Office
- Staff hiring
- Teamwork and collaboration
- Problem-solving aptitude
- Effective communication
- Technical support
- Time management abilities
- Team building
- Goal setting
- Resource allocation
- Task prioritization
Certification
- ITIL V3 Foundation Certified
- Software Testing Fundamentals (GUI)
- Six Sigma Basics
- Informatica Foundation
- Service Delivery Lifecycle
- Leadership Transformation & Executive Leadership Programs
- Loan Management System Workflow Training
- Effective Communication & Data-Driven Decision Training
Disclaimer
I hereby declare that the details furnished above are correct to the best of my knowledge.
Awards
- Employee of the Year — Kinara Capital (2019)
- Star Performer — Kinara Capital (2021, 2022)
- Recognized by ZOHO for Product Utilization — Smart CIO Summit (2023)
Place
Bangalore, Karnataka
Accomplishments
• Employee of the Year — Kinara Capital (2019)
• Star Performer — Kinara Capital (2021, 2022)
• Recognized by ZOHO for Product Utilization — Smart CIO Summit (2023)
• Star Performer — Kinara Capital (2021, 2022)
• Recognized by ZOHO for Product Utilization — Smart CIO Summit (2023)
Timeline
Application Support Head - Kinara Capital Pvt Ltd
09.2018 - 02.2026
Application Lead – Amgen - Cognizant Technology Solutions
05.2014 - 08.2018
Senior Delivery Software Engineer - Mphasis (HP Company)
11.2009 - 04.2014
Senior Analyst – Deutsche Bank Project - Mphasis (EDS Company)
01.2007 - 10.2009
Team Member / Group Leader - Sirius Connect Pvt Ltd
01.2005 - 12.2006
BMS College of Engineering - Bachelor of Engineering,