Kishalaya Acharya
Mumbai
Summary
Strategic Senior Manager known for productivity and efficiency in task completion. Skilled in leadership, operational strategy, and financial management. Excel at communication, problem-solving, and adaptability to drive team success and achieve organizational goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Manager - Digital Application Support and Operations Lead
Axis AMC
Mumbai
04.2020 - Current
- Enhanced customer satisfaction by spearheading customer support operations for digital applications, ensuring prompt resolution of issues and reduction in issue resolution time through streamlined workflows and 24/7 application monitoring
- Optimized operational efficiency by designing and implementing robust systems that reduced downtime and improved risk mitigation
- Led a high-performing team of 10-15 professionals, driving continuous improvement in incident management and root cause analysis
- Collaborated with compliance teams to ensure 100% adherence to regulatory requirements and operational risk management
- Partnered with vendors to enhance application performance, maintaining uptime above 99.9%
Senior Software Engineer - Production Support
Diebold Nixdorf
Mumbai
03.2018 - 04.2020
- Managed application support, issue resolution, and root cause analysis, reducing system downtime
- Documented recurring issues to prevent recurrence and improve customer satisfaction
Senior Engineer - Requirement Gathering, Development, and Product Support
Acidaes Solutions Pvt Limited
Mumbai
09.2014 - 03.2018
- Spearheaded client requirement analysis, ensuring 100% project delivery within deadlines
- Led defect meetings, identified system gaps, and implemented relevant solutions
Software Engineer
TechProcess Payment Services Ltd
Mumbai
10.2012 - 06.2014
- Developed modules for policy insurance systems and executed system enhancements
- Designed SQL/PLSQL scripts for data reporting and user requirements
Education
Bachelor of Technology (B.Tech) - Information Technology
Biju Patnaik University of Technology
Odisha, India01.2010
Skills
- Application Monitoring & Incident Management
- SQL/PLSQL Query Scripting
- Process Improvement & Automation
- Team Leadership & Development
- Vendor & Resource Management
- SLA & TAT Adherence
- Root Cause Analysis & Documentation
- Customer Support Management
- Cross-functional collaboration
- Reporting oversight
- Operations management
Certification
- Certified Lean Six Sigma Yellow Belt, AIGPE, ZSSYB121160984, 01/01/25, Global credential for expertise in Six Sigma methodology and process improvement.
- ITIL 4 Certified, Peoplecert International Limited, 01/01/21, Enhanced IT service management and operational efficiency.
- Certified Scrum Master, Scrum Alliance, 01/01/19, Specialized in agile methodologies and team collaboration.
Timeline
Senior Manager - Digital Application Support and Operations Lead
Axis AMC
04.2020 - Current
Senior Software Engineer - Production Support
Diebold Nixdorf
03.2018 - 04.2020
Senior Engineer - Requirement Gathering, Development, and Product Support
Acidaes Solutions Pvt Limited
09.2014 - 03.2018
Software Engineer
TechProcess Payment Services Ltd
10.2012 - 06.2014
Bachelor of Technology (B.Tech) - Information Technology
Biju Patnaik University of Technology
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