Bency Chacko

1. Leadership and Collaboration :

• Lead team of 2 business systems analysts in delivering vulnerability solutions for various business units across Capital Markets.
• Monitor employee tasks to gauge business functions and inefficiencies in delivery of reports and dashboards.
• Facilitate and coordinated AGILE way of work across teams.
  

2. Stakeholder Management :

• Present business leaders with RISC vulnerability stats on weekly, monthly, yearly basis to meet Industry compliance as per projects.
• Collaborate with platform owners, risk managers, support teams to ensure alignment of vulnerability compliance goals and system requirements. Schedule formal meets with Risk managers to identify grey areas and mitigate

3. Business and Data Analysis :

• Gather requirements through Interviews, Group Interviews, Questionnaires, Previous Document Analysis, Research and Observations.
• Conduct research, meets, surveys and document analysis to validate requirements. Assess business requirements to create focused solutions using Use-cases, validating existing data model inconsistencies and prototyping.
• Research and adopted new technologies to add value to existing offerings. Co-ordinate with cross-functional teams to validate data mapping requirements
• Develop reports and dashboards based on models defined to describe and layout vulnerability identification, assessment, reporting and mitigation.
• Identify vulnerability trends, insights and anomalies and report same to higher management to undertake pro-active decisions.

4. Testing and Validation :

• Responsible for testing and validating vulnerability solution applied by support teams. Raise VRA for vulnerabilities under acceptance. Open change tickets for vulnerability patches to be implemented under scheduled window.

5. Documentation :

• Create and maintain project artifacts such as business cases, scope statements, user stories, use cases, process flows, data models, test plans, test cases and user manuals.

6. Auditing and Compliance :

• Participate in internal audits to improve efficiencies in process and deliver quality of service.

7. Individual Contributions :

• Executed individual initiatives through development and application of standards for scope, schedule, resource, and risk/issue management
• Automate process flows to reduce man-hours spend on report and dashboard refreshes, notifications and alerts. Identify technological areas across platforms to streamline process to enhance productivity across team

8. Key Achievement :

• Improved productivity and service delivery within team by decreasing 100+ man-hours monthly through automation of activities.

• Resolved issues, escalated problems with knowledgeable support and quality of service as a SME for operations.
• Spearheaded compliance efforts and developed best practices to drive continual process improvements.
• Compiled, processed, and analyzed test data and results to improve product quality.
• Worked with stakeholders to determine implementation and integration of system-oriented projects.
• Analyzed and suggested software and hardware technological modifications to reduce lag time and improve overall speed.
• Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.
• Verified compliance with applicable performance metrics and compatibility expectations.
• Checked for accuracy and functionality during implementation of new systems.
• Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
• Assisted with updating technical support best practices for use by team.
• Collaborated with supervisors to escalate and address customer inquiries or technical productivity issues.
• Used ticketing systems to manage and process support actions and requests with accuracy.

• Served as SME contact for support relating to owned solutions focused and flexibility in products.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Designed tailored engineering solutions for customers based upon key requirements.
• Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Documented faults and bugs from monitoring tools for referral to development staff for use in updates.
• Gathered trend data from customer calls and interactions.
• Conducted Data Audits for defective dispatch or documentation.