Geo Jose
Muvattupuzha Ernakulam
Summary
Versatile and results-driven IT Professional with over 15 years of rich experience in IT Production Support, Application Operations, Release & Change Management, Audit Coordination, and Process Governance across Banking and Financial Audit domains. Proven track record in leading incident, problem, change, and disaster recovery (DR) processes. Expertise spans Linux environments, Azure monitoring, Autosys, SQL/Oracle DB, and UAT/Regression/Performance testing. Served as CAB member and Change Management Coordinator, ensuring seamless deployment governance and compliance. Played a pivotal role in internal/external audits, SOP standardization, and process rollouts including SLA governance, handover structures, RCA management, and risk registries. Known for building high-performing teams through effective onboarding/offboarding, documentation, and operational discipline. As Service delivery manager proven ability to lead, mentor and manager cross functional teams, conduct performance evaluations and foster a productive work environment. Strong client facing skills managing expectations, conducting service reviews and ensuring high customer satisfaction.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Technical Manager – IT Production Support & Change Management
Orion Innovation
04.2023 - Current
- Manage 24x7 support for critical financial audit applications hosted in Azure, ensuring application availability, health, and compliance.
- Lead Change Management operations as a CAB Member and Coordinator, reviewing and approving production changes, performing risk assessments, and validating backout plans.
- Drive deployment planning and execution for pre-prod and production environments, coordinating with stakeholders and enforcing change control standards.
- Handle incident, problem, and RCA processes using ServiceNow; lead war rooms for critical issues and post-mortem reviews.
- Serve as audit focal point, facilitating internal and external audit interactions, ensuring evidence collection, access control validation, and closure of audit findings.
- Spearhead DR strategy and testing, aligning with business continuity and recovery objectives.
- Act as Process Evangelist: Developed and enhanced SOP documentation, Implemented structured handover procedures, Built and maintained Risk Registries, and Designed KPI dashboards for SLA and ticket aging governance.
- Lead associate onboarding and offboarding activities including system access, role orientation, knowledge transfer, and exit formalities.
- Team Size: 240 Members
- [KPMG] – Financial Audit Domain
Problem Manager – Banking Domain Applications
UBS
10.2019 - 04.2023
- Owned the problem lifecycle across multiple banking applications, focusing on root cause identification, trend analysis, and permanent resolution planning.
- Facilitated RCA workshops, created standardized RCA documentation, and drove recurring issue mitigation.
- Provided process oversight during internal/external audits, ensuring documentation readiness and risk alignment.
- Banking Domain
L2 Support Engineer – Linux | Release & Testing Coordinator
Infosys
08.2010 - 10.2019
- Delivered L2 support in Linux environments, managing Autosys job failures, server log analysis, and application performance.
- Supported regression and performance testing in UAT/Pre-Prod environments prior to production deployments.
- Participated in deployment weekends, validating configurations and ensuring rollback readiness.
- Assisted in writing SQL/Oracle queries to support defect resolution, UAT validations, and production data fixes.
- Banking Domain
Education
Bachelor Of Computer Applications - Computer And Information Sciences
Mahatma Gandhi University
Kottayam 03.2008
Skills
- Service Delivery Management
- IT Production Support & Application Operations
- Incident & Problem Management (ITIL Framework)
- Change Management CAB Member Release Governance
- Regression / Performance / UAT Testing
- SOP Creation & Process Evangelism
- SLA Tracking Ticket Aging RCA & Risk Registry
- DR Planning & Testing Audit Compliance (Internal & External)
- Azure Monitoring Autosys Oracle SQL ServiceNow
- Stakeholder Governance Shift Planning Reporting
- Onboarding & Offboarding of Associates Resource Management
- OS & Platforms: Linux, Windows Server
- Tools: ServiceNow, Azure Monitor, Application Insights
- Schedulers: Autosys, Control-M
- Databases: Oracle, SQL Server
- Languages/Scripting: Shell Scripting, SQL
- ITSM & Compliance: ITIL, RCA, DR, Audit, Risk Registry, SLA Governance
- Documentation & Process: SOP Creation, Process Rollout, Governance Reporting
Certification
- ITIL Foundation (Infosys Internal)
- Microsoft Azure Fundamentals (AZ-900)
Languages
Hindi
Advanced (C1)
English
Bilingual or Proficient (C2)
Timeline
Technical Manager – IT Production Support & Change Management
Orion Innovation
04.2023 - Current
Problem Manager – Banking Domain Applications
UBS
10.2019 - 04.2023
L2 Support Engineer – Linux | Release & Testing Coordinator
Infosys
08.2010 - 10.2019
Bachelor Of Computer Applications - Computer And Information Sciences
Mahatma Gandhi University