ARAVIND SWAMINATHAN

• Working as a Business Intelligence Manager for the L1, L2 and L3 Team
• Providing 24x7 coverage for 17 applications built in Java and AWS for Digital campaigns
• Helping with process improvement and service level management
• Driving daily day-to-day activities
• Providing trends, and best practices, driving major incident bridges, and keeping the leadership updated, also the client team updated on the major issues
• Preparing project plans using MS Project, driving reports using Power BI

• Analyzed the historical data for the incidents reported and the reoccurring issues. Presented this data to the business stakeholders to identify trends and opportunities for improvement using

• Created extensive dashboards using MS Excel and Power BI Presented the finding to the business stakeholders and identified the areas of process improvement.

• Lead Post Incident Review (PIR) meetings for Critical Problem Records and for any recommended Problem Records.

• Provided expert guidance to all support teams within IS and assist in their training and knowledge development.

• Implemented the shift-left approach while working with the Continuous Improvement team. Drove the standardization of processes hence leading to faster resolution of the incidents

• Performing analysis on the weekly dump and appraising on the actions to be taken
• Tracking of SLA and escalation percentage of the tickets to next level
• Coordinate and Interact with Support, Delivery and Engineering L3 teams for recurring issues.
• Measure SLI's and SLO's for Support, Delivery and Engineering L3 teams to reduce the MTTR
• Driving Incidents bridges
• Performing GAP analysis & RCA
• Continuously appraise team performance and provide feedback
• Successfully plans and executes multiple projects
• Reviews technical estimates, analyzes risks, and plans projects
• Understands business needs and articulate effectively to the team for arriving at a solution
• Responsible to build and coach the team
• Manage third-party dependencies and escalate on time
• Report project status on a periodic basis with timely escalations
• Ensure delivery processes are being followed.
• Established metrics-driven evaluation systems for measuring product performance, leading to data-driven decision-making and continuous improvement.
• Led cross-functional teams to deliver products on time and within budget, ensuring customer satisfaction.
• Improved product performance by implementing data-driven enhancements based on user feedback and analytics.
• Established criteria for each milestone within product roadmap as means to measure developmental progress.

• Associate Delivery Lead for the world's largest retailer handling Retail Stores Operations Application Support and Development team
• Providing 24 x 7 Application Support coverage for 12,000 stores globally with 5,000 tickets per week and 50 FTE
• The portfolio includes Point of Sale (POS), Cash Office, EPAY & e Commerce
• Technologies supported include Mainframe, C/Unix, Toshiba 4690, .Net
• Driven team on automation using RPA UI PATH
• Implemented 5 UI BOTS which helped in effort savings of ~ 40 hours / week or 1 FTE
• Worked with Functional consultant and Technical Architects on the new requirement and messaging flow for multiple modules like Claims, Processing & Legacy to Digital Store Conversions
• Perform “Trend Analysis” on the release related issues and call out the patterns
• Handled project from the Transition phase till the Stabilization phase
• Identify recurring issues, using PMSR (Problem Management) team, create a PRB ticket and work on permanent fix
• Driven Problem Management with more than 100% utilization on actioning the PBI’s
• Configured Dashboards, Auto Reports in SNOW for managing metrics
• Good exposure and knowledge on SRE progression
• Good exposure to the Incident metrics table in Service now and streamlined the SLA across the portfolio
• Good knowledge of MTTR calculation, Level of Effort LOEE), CDART, Financials & Budgeting, SOW, PCR
• Prepared the proposals, covering RAID log.

• Enhancing the legacy catalog stores to Digital stores
• This project's scope is to re-mediate the “CATALOGUE” based stores and convert them to “DIGITAL STORES” using next-generation technology-based mobile apps and devices
• Performing deployment for cloud apps using Microsoft TFS & VSTS
• Discuss the deployment plan and cut-over phase with the consulting team weekly
• Worked with hardware vendors and third-party vendors on servicing the devices and infrastructure
• Created automated scripts for deployment of tar files and post-deployment validations
• Managed a team of 6 members and trained them in shell scripting
• Created cut-over plan for migration from a Deployment team perspective
• Good knowledge of HUB & SPOKE model
• Created Sandbox Solutions
• Implement the user experience & information architecture and customize UI elements
• Used SVN to maintain the code repository
• Good knowledge on IBM sterling for creating store configurations.