Amit Kumar Jain

• Oversees daily delivery of managed services, adhering to SLAs and quality standards using ITSM Tools.
• Manages applications and operating environments for stability and functionality.
• Led incident response efforts, conducted post-incident reviews, and implemented corrective actions to prevent future occurrences.
• Cultivates strong client relationships as the primary contact for inquiries and escalations.
• Utilizes strong communication skills to interact with colleagues and stakeholders.
• Resolves client concerns, ensuring satisfaction.
• Allocates resources effectively and mitigates service delivery risks.
• Monitors service performance, identifies improvements, and implements strategies.
• Develops reporting mechanisms for KPIs and provides updates to clients and management.
• Motivates team members to achieve service excellence.
• Attracts and ensures proper staffing and utilization of talent.
• Leads and mentors delivery managers and support staff.
• Enhanced system efficiency through troubleshooting and technical analysis.
• Improved service quality by staying updated with industry trends.
• Collaborated with product development teams to enhance user experiences.
• Lead and facilitate comprehensive discussions to define project scope, deliverables, timelines, and responsibilities, ensuring all parties have a clear understanding and agreement.
• Actively participate in CMMI audits, preparing and presenting necessary documentation, processes, and improvement plans to achieve and maintain desired CMMI level certifications.
• Spearheaded the integration of SRE principles into daily operations, focusing on reliability, scalability, and performance of critical services.

Project #1 : PBWM (CPB-Onesource) (Level 2 Production Support)

Client : CITIBANK

Team Size : 12

Duration : 05th May 2021 to Jun 2024

Project Description: Onesource provides as integrated technology solution to significantly enhance client onboarding process including KYC, Investment objective setting and account opening.

Project #2 : Global Information Warehousing (Level 2/ Level3 Production Support)

Client : CITIBANK

Team Size : 12

Duration : 12th Aug 2010 to 31st Mar 2021

Project Description: Global Information Warehouse (GIW) is the backbone of CITI Transaction Services which offers integrated treasury and trade solutions and securities and fund services to multinational corporations, financial institutions and the public sector around the world.

Achievements:

• Recipient of Stellar Award for identifying and implement the improvement initiatives for the engagement.

• Reduced the overall ticket counts by 35% in last 6 months by regular review of service now and ITRS alerts and take suitable action to mitigate the issues.

• Consistently top performer of the project.

Project #3 : Cron to Autosys Migration for Global Information Warehousing

Client : CITIBANK

Team Size : 6

Duration 15th Jul 2013 to Nov 2013

Project Description: Global Information Warehousing (Technical Lead)

Job Responsibilities:

• Requirement Analysis: Understanding and analyzing client requirements through detailed discussions.
• Stakeholder Coordination: Collaborating with the onsite team and other stakeholders to ensure smooth project execution, covering design, development, and testing phases.
• Issue Resolution: Fixing bugs and addressing issues related to UAT/QC testing.
• Technical Leadership: Leading the Cron to Autosys migration project.
• Documentation: Preparing technical documents to support project activities.

Achievements:

• Recognized as GEM (Going Extra Mile) award twice in GIW project

• FLEXCUBE Installation & Maintenance: Install, maintain, and review code for FLEXCUBE (FCC, FCR & FRS), including necessary back-end customizations based on business requirements.
• Transaction Issue Resolution: Address transaction failures by taking appropriate corrective actions.
• Techno-Functional Support: Provide support for FCR, FCC, and FRS, ensuring smooth functionality.
• Code Enhancements: Improve code performance and fix minor bugs.
• Code Customizations: Manage code level customizations using Microsoft VSS.
• Software Performance: Monitor and tune software performance to ensure optimal operation.
• Report Design: Design reports in Business Object 6.5, including ALM.
• Documentation: Prepare technical and functional documents to support project activities.
• Routine Banking Support: Assist the bank with routine tasks and provide technical support during daily EOD operations.

Project #1 : Post Implementation Support

Client : PSCB and 19 District Co-operative Bank, Chandigarh, Lakshmi Vilas Bank Chennai, State Bank of Mauritius Mumbai

Team Size : 4

Duration : 01st Aug 2008 to 23rd Jul 2010

Project Description: Post Implementation Techno-Functional Support for Flexcube

Achievements:

• Developed utilities like FCRhelpdesk and Bo Autorefresh to automated the repetitive task.

Project #2 : Flexcube Implementation at Punjab State Co-Operative Bank, Chandigarh

Client : Punjab State Co-Operative Bank and District Co-operative Bank

Team Size : 7

Duration : 27th Sep 2006 to 31st Jul 2008

Project Description:Punjab State Co-Operative Bank was implementing FLEXCUBE Universal Core Banking Solution (I-flex Product) to its 23 branches and 19 District Co-operative banks, making it as CBS bank.

Achievements:

• Successfully implemented CBS in Punjab State Co-operative Bank (23 branches) and 19 District Central Co-operative Banks.

• Got SERVICE EXCELLENCE AWARD for FY2007-08

Project #3 : Consistency Checker (Oracle (OFSS) ASP Pvt. Ltd., Mumbai)

Duration : 25th June 2006 to 7th July 2006

Project Description: This utility automates the process of Consistency Checking which are periodically perform by the bank. The utility has the facility to generate report based on the SQL queries maintained in excel sheet. This tool also has the facility to automatically send the generated report to the particular email id through outlook.

Software used:VB6, MS Excel.

• The responsibilities include handling time bound projects for software development, using visual basic6 as front-end tool and Oracle9i as database