Jitender Reddy K.M.

(Formerly Black Knight India Solutions Pvt. Ltd)

• Managed the global L1/L2 systems engineering support function, growing team headcount from 13 to 21 members.
• Managed end-to-end operational services covering user access, server monitoring, application deployment, patch management, troubleshooting, decommissioning, and log configuration.
• Support system integration, migration, and onboarding for new joiners; collaborated with talent acquisition on recruitment activities.
• Managed shift scheduling, incident management, and SLA enforcement across regions.
• Driving cross-regional collaboration and structured knowledge transfer.
• Govern global compliance and track SLA, KPI, KRI, and KCI metrics.
• Led systems engineering initiatives across infrastructure, improving reliability, availability, and operational consistency.
• Architected scalable server and network solutions supporting business-critical applications and services.

• Deployed and administered System Center Configuration Manager (SCCM) for efficient software distribution and patch management, enhancing system reliability.
• Built monthly update lists and cycle-based baseline lists in line with HSBC's information security standards.
• Coordinated with application owners and SQL teams for MS patch deployment on Tier 0, Tier 1 banking services across Europe, North America, and APAC.
• Led production support investigations, resolving complex system issues and restoring service continuity.
• Analyzed application logs and SQL data to identify root causes and prevent recurring defects.

• Cheque reconciliation, transaction verification, exception handling, and discrepancy resolution.
• Processed routine banking requests accurately while maintaining compliance with internal procedures.
• Reviewed account documentation to identify discrepancies and support timely case resolution.
• Processed customer requests accurately, following Bank of America procedures and compliance requirements.
• Resolved routine account inquiries while maintaining professional communication and service standards.

• Sold Symantec antivirus subscriptions to customers.
• Processed account updates, service requests, and order changes using CRM systems.

• Handled IVR call routing, balance inquiries, and credit card reconciliation.
• Processed account opening requests and verified KYC documentation for compliance

• Monitored customer transactions and safeguarded payment operations through credit risk and fraud analysis.