Amol Ashok Sawant
Mumbai
Summary
Dynamic Assistant Vice President at HDFC Securities, with over 17 years of experience in application support and team leadership. Proven expertise in incident management, ITIL practices, and driving significant improvements in response times. Skilled in technical troubleshooting, stakeholder communication, and fostering collaboration to enhance user experience, and achieve organizational goals.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Assistant Vice President –Application Support Lead
HDFC securities
Mumbai
06.2024 - Current
- Spearheading the end-to-end management of three critical applications—Digital Account Opening, InvestNow, and FundBoss—ensuring seamless operations, and continuous improvement.
- Leading a cross-functional team, fostering collaboration, and driving performance to meet organizational objectives.
- Collaborating closely with development teams to address and resolve critical application issues, minimizing downtime, and enhancing user experience.
- Ensuring all applications adhere to VAPT guidelines, promptly addressing vulnerabilities, and maintaining robust security standards.
- Proactively identifying application gaps and understanding customer pain points to drive enhancements that align with user needs.
- Implementing ITIL best practices in application support, including incident, change, and problem management, to maintain service excellence.
- Managing audit requirements, liaising with auditors to fulfill data requests, and overseeing vendor development teams to ensure timely, effective resolutions.
- Leading efforts to migrate rental servers to on-premises infrastructure, resulting in significant cost savings for the organization.
Senior Application Support Lead
Nium India Pvt. Ltd
Mumbai
01.2023 - 05.2024
- Lead team of 21 application support engineers provides 24/7 support for critical fintech applications.
- Oversee incident management, ensuring timely resolution and adherence to SLAs, resulting in 95% improvement in incident response times.
- Collaborate with developers and QA teams to implement changes and enhancements while minimizing production risks.
- Conduct root cause analysis (RCA) for major incidents, leading to implementation of preventive measures and reducing incidents by 40%.
- Manage vendor relationships, including contract negotiations, service level agreements, and vendor performance assessments.
- Single point of contact for internal stakeholders and clients, providing regular updates and ensuring client satisfaction.
- Develop and maintain comprehensive documentation for applications, support processes, and knowledge base articles.
- Troubleshooting API issues, card, payin, and payout/remittance transaction-related issues.
- Streamlined operations and prioritized tasks, allowing senior staff to increase revenue by 25%.
Application Support Lead
NIUM INDIA Pvt. LTD
Mumbai
01.2021 - 12.2022
- Developed and implemented preventive maintenance procedures.
- Monitored Nagios dashboard and arrested issues proactively.
- Monitored RabbitMQ queue and raised with dev team if there were any deviations in services.
- Helped streamline repair processes and update procedures to support action consistency.
- Own all UAM processes for internal applications and make sure to process them as per audit norms.
- Generate reports to track performance and analyze trends.
- Resolved service user requests within target timeframes.
- Designed and tested complex SQL scripts, documenting debugging processes to control errors.
Sr. Product Technical Support Engineer
NIUM INDIA Pvt. LTD, (INSTAREM INDIA Pvt. Ltd)
Mumbai
06.2019 - 12.2020
- Revised existing software to upgrade interfaces and elevate performance.
- Created technical documentation to track history and use for reference.
- Troubleshoot and debug software to check for and rectify discrepancies.
- Communicated technical and design requirements to determine performance, reliability, and accessibility.
- Collaborated with departments regarding technical issues, software system design, and maintenance.
- Worked with front-end developers to construct algorithms and flowcharts.
- Collected and reviewed user feedback to improve application performance.
Sr. Technical /Application Support Engineer
ITMantra TechIntellect Pvt. Ltd :On Site-Citigroup
Mumbai
02.2011 - 04.2019
- Supporting locally 500+ research users in Mumbai and global support via remote support to users in Hong Kong, London, and NY.
- Support CITRIX and VDI users locally with application and coordinate with VWS team to resolve CITIX and VDI issues.
- Providing L1 and L2 support for research and sales applications such as authoring/composer, data central, readership, CRM, and client insight analytics globally
- Working closely with development team based globally to fix bugs and enhance system.
- Report promptly to management and business partners regarding critical outages until resolution.
- Ensures that all incident processes are properly followed and all problems within scope are documented and closed appropriately.
- Escalate vendor application issues to concern team as well as country support team
- Configure and support market database applications (like Reuters, Bloomberg, DataStream, FactSet, and Factiva).
- Responsible for incident investigation, diagnosis, and recovery within defined SLA.
- IT SPOC Monitor efficiency and effectiveness of Incident Management process for infrastructure & Application teams Generate incident management performance reports like SLA reports.
- Track SLA report across all technical teams.
- To send daily and weekly reports for open ageing incidents, Identify incidents and be first point of contact for users.
Sr. FMS Engineer
CMS INFO SYSTEMS Pvt Ltd
Mumbai
01.2010 - 01.2011
- Managing and Troubleshooting Blackberry Devices includes activating card from service provider, creating BES profile, assigning customized permissions, and enterprise activation on client Blackberry.
- Coordinate with third-party vendors like Reuters, Bloomberg, HP, IBM, TTML, and Newswire18.
- Responsible for timely update of software like antivirus, NSE client, Bloomberg, and Reuters.
- Make sure that Citi IT process is followed for each & every deliverable from business.
- Installation, upgrade, & troubleshooting of CITI applications
- Prepare all project schedules and plans.
- Review daily activity reports, patch reports, and antivirus reports.
FMS Engineer
Comnet Solutions Pvt. Ltd
Mumbai
08.2008 - 12.2009
- Handle day-to-day BAU tasks.
- Installation of Citrix software and troubleshooting related problems
- Building and updating Symantec Antivirus Server.
- Installation, ID creation, and setting rules on Symantec Wed security server
- Installation of Bright Store ARC-Server for Taking and Restoring Backup on server.
- Implement security on Network folders as per security Policy.
- Configuration of Microsoft Outlook & handle outlook & office related various issue.
- Met budget targets through responsible planning and resource allocation.
Education
Bachelor of Commerce - Technology
Mumbai, University
Mumbai, MH, India04.2008
A+ , N+ Diploma - Technology
Kirti computer and institute
Mumbai, MH2008
Diplomoa - Software Testing
Testking
Mumbai2016
Skills
- Team leadership and mentoring
- Application Support and Maintenance
- Incident and Problem Management
- ITIL Service Management
- Root Cause Analysis (RCA)
- SLA Management
- Change Management
- Vendor and stakeholder communication
- Technical troubleshooting
- System Monitoring and Optimization
- Team leadership
Certification
- Completed MCSC from IT Source Technologies, Limited
- Completed CCNA from the Router Mania Network Solution
- Completed Agile training
- Completed AWS Certified Solutions Architect - Associate
- Certified ITIL v3 Foundation
- Certified MCP Certification: Exam 70-290: Managing and Maintaining a Microsoft Windows Server 2003 Environment
Accomplishments
- Recognized by management for performance, award for outstanding projects delivered in Quarter 3 of 2014
- Recognized by the CTO for the Star Award for the extensive support and deliverables for an ongoing DSI project in the second quarter of 2015
Skills
- Domain: Banking and Finance
- OS: Unix, Linux, Windows 2007/2008/2010/2011
- Database: PostgreSQL, MongoDB.
- ITIL concepts
- Technology and Tools: AWS Services,BitBucket, Jenkins,RabbitMQ, PagerDuty, Metabase, CleverTap, amplitude, Postman, SendGrid, Twilio, Nagios, and ELK
- Ticketing Tools: ServiceNow, Jira, Freshdesk, and ZenDesk,
Timeline
Assistant Vice President –Application Support Lead
HDFC securities
06.2024 - Current
Senior Application Support Lead
Nium India Pvt. Ltd
01.2023 - 05.2024
Application Support Lead
NIUM INDIA Pvt. LTD
01.2021 - 12.2022
Sr. Product Technical Support Engineer
NIUM INDIA Pvt. LTD, (INSTAREM INDIA Pvt. Ltd)
06.2019 - 12.2020
Sr. Technical /Application Support Engineer
ITMantra TechIntellect Pvt. Ltd :On Site-Citigroup
02.2011 - 04.2019
Sr. FMS Engineer
CMS INFO SYSTEMS Pvt Ltd
01.2010 - 01.2011
FMS Engineer
Comnet Solutions Pvt. Ltd
08.2008 - 12.2009
Bachelor of Commerce - Technology
Mumbai, University
A+ , N+ Diploma - Technology
Kirti computer and institute
Diplomoa - Software Testing
Testking
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