Krupalini Halanayak

Production Support Lead – Application Production Services

Client: Westpac

Led end-to-end coordination of application projects between business stakeholders, application teams, and vendors, including risk assessment, test strategy definition, and seamless production implementation.

Acted as a key liaison between application consumers and third-party vendors, ensuring alignment on deliverables, timelines, and quality standards to drive successful project outcomes.

Supported business-critical applications in high-availability environment, maintaining system stability, performance, and compliance with SLAs.

Proactively identified process improvement opportunities and collaborated with development teams to implement automation solutions, significantly reducing manual effort and operational overhead.

Managed certificate lifecycle, ensuring timely renewal and compliance of production certificates to prevent service disruptions and mitigate security risks.

Governed application change management by implementing enhancements aligned with business requirements, ensuring minimal downtime and zero-impact deployments.

Monitored system health using proactive alerting and monitoring tools, ensuring maximum uptime, quick issue detection, and rapid incident resolution.

Collaborated with incident, problem, and change management teams to ensure effective handling of production issues and continuous service improvement.

Maintained comprehensive documentation, including runbooks and SOPs, to support operational efficiency.

documentation, including runbooks, SOPs, and knowledge articles, to support operational efficiency and knowledge sharing across teams.


Project Support Lead – Application Production Services

Client: Credit Suisse

Led a team of 6 engineers delivering 24/7 production support across multiple application environments (Production, Development, and Testing), ensuring high availability and operational stability.

Provided technical leadership and guidance to the team in troubleshooting complex production incidents, driving faster resolution and minimizing business impact.

Managed end-to-end batch processing operations, including data extraction from multiple upstream systems, monitoring job execution, and resolving failures to ensure data integrity and timely delivery.

Delivered Level 0 to Level 2 (L0–L2) support services in alignment with defined SLAs, KPIs, and contractual obligations, ensuring consistent service quality.

Facilitated monthly governance meetings with stakeholders, covering Incident, Problem, and Change Management metrics, along with SLA/KPI performance reviews and continuous improvement initiatives.

Designed and maintained comprehensive project documentation and Knowledge Base (KEDB), including incident records, service requests, and known error solutions to improve resolution efficiency and reduce repeat issues.

Managed environment support activities, including database backup and refresh operations, server health monitoring, and execution of daily operational checklists to ensure system readiness.

Developed and maintained job scheduling frameworks, including creating, scheduling, and monitoring batch jobs and data loads using tools such as Beacon Utility and task schedulers.

Identified process gaps and implemented operational improvements to enhance system reliability, reduce manual intervention, and streamline support processes.


Service Delivery Manager / EOL Migration – Platform Services

Client: Credit Suisse

Collaborated with Technical Architecture and Application Development teams to gather and analyze requirements, infrastructure details, and system specifications, ensuring accurate and up-to-date technical documentation.

Identified End-of-Life (EOL) components across applications and infrastructure, and worked closely with Architecture and AD teams to define and execute migration and upgrade strategies.

Led EOL migration initiatives, ensuring smooth transition of legacy systems to supported platforms with minimal business disruption and risk.

Oversaw day-to-day service delivery operations, ensuring stability, performance, and reliability of applications in line with business expectations.

Held end-to-end accountability for IT service operations, including Incident, Problem, and Change Management processes, ensuring adherence to ITIL best practices.

Coordinated with cross-functional technical teams to ensure timely resolution of issues, effective change implementation, and continuous service improvement.

Ensured compliance with SLAs, KPIs, and governance standards while driving operational excellence across supported platforms.

Acted as a key stakeholder interface, providing regular updates on service performance, migration progress, and risk mitigation strategies.


Major Incident Manager (Infrastructure & Applications)

Client: PwC

Coordinated with monitoring and response teams to proactively track system health, identify anomalies, and initiate immediate incident response actions.

Led end-to-end major incident management for high-priority (P1) incidents, engaging cross-functional support teams to ensure resolution within defined SLAs and minimizing business impact.

Acted as the central point of contact during major incidents, managing communication bridges, task allocation, and escalation procedures for timely resolution.

Ensured consistent and transparent communication to clients and stakeholders through structured alerts, impact analysis, and incident status updates during outages.

Conducted Post-Incident Reviews (PIRs) for all critical incidents, documenting root causes, resolution steps, and recommendations to prevent recurrence.

Collaborated with Problem Management and Change Management teams to implement preventive measures and process improvements based on incident trends.

Maintained comprehensive incident records and knowledge documentation to support operational efficiency, audit compliance, and faster future incident resolution.

• Coordinated technical cases for Oracle, PS FIN/HR, and SAP applications, achieving timely resolutions and aligning stakeholders.
• Managed environment-related activities, including database upgrades, application patching, system clones, and network/firewall changes, ensuring minimal disruption to business operations.
• Managed cross-functional changes across multiple teams (Firewall, Network, Server, Platform, Storage, Applications, and Database), ensuring documentation, approvals, and compliance prior to production deployment.
• Maintained detailed change documentation for all environment updates, enabling clients to review, approve, and analyze proposed changes prior to production implementation.
• Generated and presented reports on open and pending tickets, facilitating structured discussions with clients on weekly or bi-weekly schedules to track progress and resolve outstanding issues.
• Maintained ITIL processes for change, incident, and problem management, supporting operational stability and service quality.