Summary
Overview
Work History
Education
Skills
Certification
Languages
Hobbies and Interests
Accomplishments
Timeline
Generic

Arpita Das

Bengaluru

Summary

Experienced IT professional with over 14 years of expertise in Production Support and Application Support within enterprise environments. Proven track record in maintaining high availability of mission-critical systems, resolving complex incidents, and driving process improvements. Strong background in incident/problem/change management, automation, and root cause analysis (RCA). Adept at stakeholder collaboration, team leadership, and delivering service excellence under pressure.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Senior Associate – Production Support

Cognizant Technology Solutions
02.2021 - Current
  • Delivered L1.5/L2 support for critical applications with high SLA adherence.
  • Mentored and Led 20-member support team across multiple shifts and time zones.
  • Managed SEV 1 & 2 incidents, performed RCA, and implemented permanent fixes.
  • Served as the Transition Lead for project requirements and process optimization.
  • Ensured customer satisfaction through effective communication and escalation handling.
  • Provided ideas for automated recurring tasks to improve resolution time by 25%.
  • Prepared weekly and monthly reports for clients, enhancing transparency and control.
  • Managed offshore support and automation for investment apps (Wellington Management).
  • Served as the Bluebolt POC for automation and RPA initiatives, and provided ideas.
  • Delivered stakeholder reports and client communication.

Technical Lead / Application Support Engineer

Cognizant Technology Solutions
07.2014 - 01.2021
  • Provided production support across financial services clients (Wellington, Voya).
  • Handled TWS/Control-M job scheduling and automation using shell scripts.
  • Drove change management processes and coordinated release deployments.
  • Maintained system documentation and SOPs for faster onboarding.
  • Interfaced with business and technical teams to resolve application issues.
  • Led TWS-based batch scheduling and incident analysis (Voya Financials).
  • Automated administration tasks using shell scripting.
  • Managed shift schedules and team knowledge transfers.

Programmer Analyst / Support Analyst

Cognizant Technology Solutions
04.2011 - 07.2014
  • Supported PeopleSoft applications across environments.
  • Managed code migrations, patching, and refresh activities.
  • Conducted DR drills, performance checks, and health monitoring.
  • Developed and enhanced shell scripts for automation and monitoring.
  • Maintained PeopleSoft environments and conducted DR activities (MetLife, Wells Fargo, XL Insurance).
  • Developed UPK training modules and system documentation.
  • Delivered application support and enhancement solutions.

Education

Bachelor of Engineering (B.E.) - Electrical & Electronics

Rajiv Gandhi Proudyogiki Vishwavidyalaya
01.2010

Skills

  • Production support, application support
  • Transition Lead
  • Incident, problem, and change management (ITIL v30)
  • ServiceNow, JIRA, and ticketing tools
  • Shell scripting, PL/SQL, Unix/Linux, Python (basic)
  • TWS, Control-M (job scheduling)
  • AWS (EC2, S3, IAM), DevOps fundamentals
  • Power BI
  • SLA/OLA compliance, knowledge management

Certification

  • Oracle Database 11g: SQL Fundamentals I (1Z0-051)
  • ITIL v3.0 Yellow Belt, Six Sigma (Cognizant Internal)
  • Microsoft Power BI (Udemy)
  • AWS Cloud Essentials (Udemy)
  • Dell GenAI Foundations (2025)
  • CFA – Investment Foundations Program (2019)

Languages

English (Fluent), Hindi (Fluent), Bengali (Native)

Hobbies and Interests

Sketching, painting, reading (fiction & technical), music, travel.

Accomplishments

  • Associate of the Year (Q2 2015) – Service excellence award.
  • Customer Champion Award (Wellington) – Critical issue resolution.
  • Consistent Client Appreciation – Multiple client accolades.
  • Knowledge Management Lead – Created resolution playbooks and KB articles.

Timeline

Senior Associate – Production Support

Cognizant Technology Solutions
02.2021 - Current

Technical Lead / Application Support Engineer

Cognizant Technology Solutions
07.2014 - 01.2021

Programmer Analyst / Support Analyst

Cognizant Technology Solutions
04.2011 - 07.2014

Bachelor of Engineering (B.E.) - Electrical & Electronics

Rajiv Gandhi Proudyogiki Vishwavidyalaya

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Arpita Das