Avijit Mistry
Kolkata
Summary
Highly accomplished and results-oriented IT professional with 9 years of experience in L2 Production Support, ETL processes, and IT Service Management. Proven expertise in Unix, Ab Initio, Oracle SQL, and ITIL, with a strong track record of optimizing support processes, resolving critical production issues, and enhancing system uptime. Seeking to leverage analytical skills, leadership experience, and deep technical understanding to contribute to a dynamic and innovative organization.
Overview
9
9
years of professional experience
1
1
Certification
Work History
L2 Production Support Team Lead & Ab Initio SME
Tata Consultancy Services
05.2018 - Current
- Led a team of 6 as L2 Production Support Team Lead and Ab Initio SME, enhancing project deliverables and optimizing support processes for critical banking applications.
- Provided end-to-end L2 support for Local Regulatory reporting of CITI Bank in EMEA, involving ETL transformation of source data in Ab Initio and report generation in RegInsight applications.
- Strategically resolved numerous critical production issues, ensuring 99.9% system uptime and enhancing client satisfaction by implementing robust tactical solutions.
- Managed Incident, Request, and Problem Tickets, maintained SLAs, and oversaw Change Request lifecycle and production deployment management.
- Created daily, weekly, and monthly ServiceNow reports to quantify performance improvement plans, aiming for a 15% reduction in ticket count through strict guideline maintenance, Runbook updates, Known Error Document creation, and knowledge transfer sessions.
- Contributed to major process automation initiatives, significantly reducing job runtimes and earning client appreciation.
- Engaged directly with clients to resolve issues and assist with regulatory submissions.
Production Support Analyst
Tata Consultancy Services
07.2016 - 03.2018
- Monitored batch processes to ensure smooth operation and identify potential failures.
- Addressed and resolved batch failures, troubleshooting problems to restore system functionality.
- Resolved user-raised tickets or coordinated with relevant teams for timely resolution.
- Utilized Windows Server, MS SQL, .NET, and ServiceNow for ticketing and support operations.
- Resolve at least 4 user query daily
Education
Associate of Applied Science -
Maulana Abul Kalam Azad University of Technology
Nadia07.2016
Skills
- Ab Initio
- Oracle SQL
- Unix Scripting
- Python
- Unix
- Windows
- ServiceNow
- JIRA
- HP QC
- Ab Initio Control Center
- AutoSys
- KNIME
- HTML
- CSS3
- JavaScript
Certification
- Unix basics and commands Foundation
- ITIL Foundation Certification
- Foundation Certificate in Banking
Accomplishments
- Successfully resolved critical regulatory submission issues for countries like Turkey, Kazakhstan, Ireland, and the UK in the EMEA region.
- Received major recognition for providing commendable support on major regulatory requirements for CITI BANK.
- Awarded the GEM Award for significant contributions to the project.
Hobbies and Interests
- Passionate about understanding Capital Markets and financial instruments
- Enthusiastic about experimenting with the latest AI tools and applications
- Enjoy cooking as a creative and relaxing activity
Timeline
L2 Production Support Team Lead & Ab Initio SME
Tata Consultancy Services
05.2018 - Current
Production Support Analyst
Tata Consultancy Services
07.2016 - 03.2018
Associate of Applied Science -
Maulana Abul Kalam Azad University of Technology
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