Aparna Marin Thomas

As a Production Support Associate at TIAA, I played a key role in ensuring application functionality and resolving support tickets. I was one of the first production support members in India for the Enterprise Payment application, which facilitated money transfers to and from TIAA accounts using both internal and external accounts. This critical application required strict adherence to SLAs, and I led the team in minimizing downtime while ensuring high customer satisfaction.

• I also contributed to multiple application projects, including MyTIAA web , Enterprise Payments, Brokerage, Managed Accounts, and Retirement Services.
• My responsibilities included working with Spring Batch and DataStage to manage data loading and processing for transfers. I monitored end-to-end processes and performed root cause analysis for production issues.
• Additionally, I developed multiple Splunk dashboards for comprehensive service and batch monitoring, including predictive dashboards that assessed potential delays in batch processing based on file sizes and average run times.

My dedication and performance were recognized with the TIAA TITANS Award, an organizational-level individual award, as well as multiple quarterly recognitions, reflecting my commitment to excellence and continuous improvement.

PPSS (2014-2016):

• Collaborated on a project in the pricing and travel domain, facilitating successful batch runs for data loading for prominent clients, including Avianca, LATAM, Etihad, and Qantas, while promptly addressing production-related issues.
• Executed data fixes, monitored application health, and implemented application-level upgrades to enhance system performance.

Barclays Bank (2016-2018):

• Contributed to a banking domain project for Barclays Bank South Africa, where I played a pivotal role in triaging production issues and minimizing downtime.
• Actively participated in root cause analysis (RCA) for high-priority incidents, leading efforts to identify and resolve underlying issues.
• Implemented data fixes and configuration changes to optimize application performance.
• Automated daily health check activities, improving operational efficiency.
• Conducted active server monitoring utilizing tools such as Zabbix, Wiley, and Nagios.

My contributions significantly enhanced team performance and ensured the reliable functioning of critical applications.

• Actively participated and performed RCA on many high level issues
• We worked in many data fixes and application level configuration
• Automated daily healthcheck activities
• Active server monitoring using Zabbix, Wiley, and nagios
• My contributions were vital to the overall success of the team and the efficient functioning of the applications.