Ambika M

• Owned end-to-end service delivery for enterprise-scale payments and financial platforms, ensuring 24/7 availability and regulatory compliance.
• Led global L1, L2, and L3 production support teams, driving accountability, performance metrics, and operational excellence.
• Governed incident, problem, and change management processes, including P1/P2 major incident bridges, and executive escalations.
• Established and tracked SLAs, KPIs, MTTR, and operational health metrics, consistently meeting or exceeding service targets.
• Delivered zero-downtime services through proactive monitoring, capacity planning, and resiliency improvements.
• Partnered with Business, Technology, Risk, Compliance, and Audit teams to ensure audit-ready operations.
• Coordinated Disaster Recovery (DR) and Business Continuity Planning (BCP) tests, ensuring operational readiness.
• Managed middleware platforms (WebSphere, WebLogic, IIS, Apache, Tomcat) with a focus on stability, security, and performance.
• Implemented observability and proactive monitoring using Dynatrace and Splunk, significantly reducing incident recurrence.
• High-risk production changes, CAB approvals, post-implementation reviews, and RCA-driven preventive actions.
• Supported client stakeholders with clear, concise executive reporting during incidents and service reviews.

Key Clients: London Stock Exchange Group (LSEG), London Clearing House (LCH), Bank of America.

• Installed, administered, and configured BEA Oracle WebLogic and Configured IBM MQ Queue Managers, Queues, Channels, and Topics across multiple environments.
• Executed MQ setup, including listener ports, transmission queues, and SVRCONN channels.
• Designed and configured clustering, load balancing, high availability, and session replication techniques.
• Optimized JVM heap sizes by adjusting parameters to ensure environment availability.
• Conducted incident analysis and coordinated change implementations in production environments.
• Supported client operations for Capital One in banking and financial services.
• Monitored systems to troubleshoot issues and maintain optimal performance.

Key Clients: Capital One-UK (BFSI)