Madan Vuppala
Bangalore
Summary
Banking technology professional with 10 years of experience delivering production support, application support, incident management, and operational resilience for business-critical platforms across global financial institutions. Specialized in FX settlement, SWIFT infrastructure, post-trade operations, batch support, release management, and root cause remediation within 24x7 environments. Proven ability to lead high-severity incident resolution, coordinate cross-functional and external stakeholders, improve platform stability, and support seamless business operations across front-office, middle-office, and back-office systems. Recognized for strong ownership, stakeholder management, and delivery of reliable technology support in complex banking environments.
Overview
10
10
years of professional experience
Work History
Manager - Tech Support
Standard Chartered GBS
Bangalore
08.2022 - Current
- Serve as the SME and production support lead for the FX Settlement (LCM) application, owning incident resolution, stakeholder coordination, service stability, and continuous improvements for a business-critical back-office platform.
- Managed P1/P2 incidents across production environments, coordinating with business, infrastructure, application, vendor, and external banking stakeholders to restore services within SLA and mitigate operational and financial risk.
- Established SLA/OLA frameworks and support governance for critical FX Settlement applications, aligning technology services with global business operations.
- Led vulnerability remediation governance for business-critical banking systems, ensuring regulatory compliance and reducing operational risk exposure.
- Conduct root cause analysis for recurring production failures and drive permanent fixes, improving platform stability and reducing repeat incidents across critical settlement processes.
- Owned production releases, patching, and deployment cycles, ensuring controlled execution, operational readiness, and minimized post-release disruptions.
- Drove disaster recovery drills, server migrations, and infrastructure upgrades, enhancing service resilience, recovery readiness, and environmental stability.
- Mentor junior engineers on incident handling, troubleshooting, and support processes, improving team responsiveness and operational consistency.
Senior Associate
State Street
Hyderabad
05.2020 - 08.2022
- Provided end-to-end client production support for 70+ global clients, acting as the primary contact for issue resolution, service coordination, and timely communication across business and technology teams.
- Owned client-reported incidents and service requests from intake through closure, ensuring SLA compliance, high-quality updates, and effective coordination of internal teams for resolution.
- Led critical incident calls for high-priority issues, driving structured troubleshooting, stakeholder communication, action tracking, and service restoration within agreed timelines.
- Executed client onboarding and offboarding operations with focus on accuracy, operational control, and compliance with business requirements.
- Developed and maintained knowledge base articles and troubleshooting documentation to standardize resolution approaches and reduce issue turnaround time.
- Coordinated with cross-functional teams to eliminate process bottlenecks and streamline operational workflows, enhancing overall client support experience.
Engineer (Lloyds Banking Group)
Virtusa
Hyderabad
05.2016 - 05.2020
- Delivered L1/L2 production support for critical banking applications, including Murex (MLC) and credit risk / market risk systems, helping maintain operational continuity for risk and trading-related processes.
- Executed daily health checks and batch monitoring, ensuring uninterrupted execution of risk calculations and operational workflows.
- Investigated and resolved production incidents, batch failures, and application issues, supporting timely recovery and adherence to service expectations.
- Supported process improvement and batch optimization initiatives, streamlining support activities and enhancing operational efficiency.
- Ensured SLA adherence and maintained stakeholder communication for production issues, facilitating transparent and effective incident management.
Education
Bachelor of Science - Computer Science
Osmania University
Hyderabad04-2016
Skills
- Production Support
- Application Support
- Incident Management
- Problem Management
- Root Cause Analysis
- Release Management
- Deployment Management
- CLS
- Trade Settlement
- Post-Trade Operations
- Banking Technology
- Capital Markets
- SQL
- Shell Scripting
- Operational Resilience
Awards
- Employee of Q1 FY 2018-19, For exemplary performance and contributions
- Employee of the month, For providing extensive support in a windows migration project for production servers
- Appreciation, From Business Stakeholders and Management for contributions in 2020
Timeline
Manager - Tech Support
Standard Chartered GBS
08.2022 - Current
Senior Associate
State Street
05.2020 - 08.2022
Engineer (Lloyds Banking Group)
Virtusa
05.2016 - 05.2020
Bachelor of Science - Computer Science
Osmania University