ANIKET PEKAM

• Coordinated incident response efforts to minimize service disruption and restore operations.
• Managed communication between technical teams and stakeholders during critical incidents.
• Facilitated incident review meetings to analyze root causes and improve response strategies.
• Involved in end-to-end implementation and support of UPI payment systems including P2P (Person-to-Person), P2M (Person-to-Merchant), and AutoPay transactions.
• Worked closely with NPCI APIs and ensured integration with banking partners, PSPs, and TPAPs.
• Performed API integration, validation, and troubleshooting for UPI collect, intent, and QR-based transactions.
• Ensured compliance with NPCI guidelines, RBI regulations, and security standards (2FA, tokenization, data masking).
• Coordinated with cross-functional teams (product, QA, and operations) for issue resolution and system enhancements.
• Conducted testing and certification with NPCI for new releases and feature updates.
• Monitored transaction flow, identified failures, and performed root cause analysis for declined or pending transactions.
• Worked on reconciliation, settlement, and dispute resolution processes to ensure financial accuracy.
• Prepared and maintained technical documentation, SOPs, and compliance reports for audits and regulatory reviews.
• Supported UPI 2.0 features such as overdraft accounts, signed intent, and mandate management.
• Implemented fraud detection and risk management mechanisms to minimize transaction failures and fraud attempts.
• Collaborated with vendors and third-party service providers for QR code provisioning, VPA management, and merchant onboarding.

• Strong grasp of incident management, major incident management, and problem management, with a

reasonable understanding of change management.

• Successfully resolving critical incidents, ensuring minimal disruption to clients and maintaining 97% of

customer satisfaction rate.

• Ticketing tools used – Service Now.

• Worked, Developed and implemented new incident management procedures, including standardized

documentation and escalation protocols.

• Streamlined Incident reporting and tracking processes for better visibility into system performance.

• Compile Aging Reports and arrange meetings with the leads to review and address aging tickets.

• Worked from transition phase of the project until project go live.

• Ensured that effective communication is maintained with the Executives, Business Leadership

during an incident.

• Developed and implemented strategies to prevent recurring incidents.

• Identify the root cause of major incidents and implemented preventive measures to avoid

recurrence.

• Provided regular reporting on major incidents trends and performance matrices to

management.

• Provided technical support for T24 COB processes, ensuring smooth daily operations by monitoring and troubleshooting any issues during the close of business cycle.
• Implemented and maintained automation scripts to enhance the efficiency and reliability of COB processes, reducing downtime and increasing overall system performance.
• Collaborated with cross-functional teams to identify and resolve critical system errors, ensuring data integrity and timely processing of financial transactions.
• Worked as Point of contact for all Major Incidents (P1, P2.).
• Initiation of the Major Incident Technical Bridge within 10-15 minutes of receipt of the
• information from the account.
• Publishing communication within 15 min of opening the Bridge & Subsequent communication every
• 15 min until the issue stands resolved or unless agreed for a different frequency on the bridge.
• Technical assistance to resolve more challenging/complex service issues.
• Coordinated all activities required to lead significant incidents in compliance with SLAs and OLAs.
• Engaged the outage calls and ensure that all the required resources are engaged to work a Major
• Incident.
• Manage incident management bridge calls with support teams, on call support, application team and management.
• Work as a part of the incident Management team to ensure that the performance of the team achieves
• the defined performance targets and KPI’s.

• Creating business units and maintain the its functionality.
• User creation user access setup.
• Created meaning data extension to accommodate custom scenarios.
• To create profile permission set whenever necessary.
• Import files using wind zip for data extraction.
• Configuration rmm sender profile and delivery profile.
• Also provide reports and analysis of campaign performance and various journey and automation on daily basis.

• Improved a process quality in coordination with team members.
• Analyzed user requirements & deployment of report.
• Data reload from avaya Cisco switch into reports.
• Deployment of MSB I reports and provide SharePoint support.
• Also provides SharePoint support admin access.
• Preparing knowledge document as per the ITI framework.
• Handling ticket within the specified SLA and provide the best support possible as per day salary.
• Arrange the ticket for alarm related to linked down and other issue with production environment.