Desired Job Title
AVP - Application Support ManagerProduction Support ManagerSenior Operational ManagerWork Type
Full TimeLocation Preference
On-SiteRemoteHybridLocation: Chennai, TN, INHyderabad, TG
Open to relocation: Yes
Mir Muhammed Ali Pasha
AVP - Operational Support Manager
Chennai,TN
Work Preference
Summary
Results-driven Production Support Manager with 18 years of expertise in overseeing IT production services, leading high-performing teams, and ensuring seamless service delivery. Skilled in implementing strategic initiatives that optimize operational processes and foster a culture of continuous improvement. Committed to leveraging extensive experience to drive organizational success and exceed service expectations.
Overview
4
4
Languages
2
2
Certification
18
18
years of professional experience
Work History
AVP - Application Support Manager
BNP Paribas
05.2018 - Current
- ITIL® 4 Foundation and PRINCE2® Foundation Certified professional with extensive experience in Application Support, Production Operations, IT Service Management, Project Delivery, and Operational Excellence.
- Proven leader with experience managing high-performing teams of 25+ engineers, fostering accountability, mentoring talent, and building a culture of continuous improvement.
- Strong decision-maker with expertise in incident prioritization, risk assessment, stakeholder management, resource planning, and driving business-critical operational decisions.
- Directed IT service governance by leading Incident, Problem, Change, Audit, CAB, and Service Review meetings, ensuring compliance with ITIL best practices and operational excellence.
- Managed end-to-end project governance, including Business Continuity Planning (BCP), resource planning, shift management, appraisal cycles, capacity planning, and executive reporting.
- Partnered with senior leadership and business stakeholders to present operational performance, risks, service improvements, and strategic initiatives supporting business objectives.
- Led a 25-member Application Support team delivering 24×7 production support while consistently meeting SLA commitments and maintaining high service availability.
- Spearheaded automation and continuous service improvement initiatives, reducing manual effort and improving operational efficiency.
- Established standardized Incident, Problem, Change, Release, and Knowledge Management processes to improve service quality and reduce recurring production issues.
- Improved production stability through proactive monitoring, performance analysis, preventive maintenance, and operational health reviews.
- Resolved critical production incidents and complex batch processing issues by coordinating effectively with development, infrastructure, offshore, onsite, and client teams.
- Collaborated with cross-functional teams to perform Root Cause Analysis (RCA), eliminate recurring defects, and enhance application reliability.
- Managed application deployments, production upgrades, and Power BI Report Server administration while ensuring minimal business disruption through structured change management.
- Directed vendor management, third-party integrations, and enterprise application support to ensure seamless service delivery.
- Developed technical capability within the team through mentoring, knowledge-sharing sessions, structured onboarding, and technical training programs.
- Implemented proactive monitoring, diagnostic tools, and automation solutions to reduce MTTR, improve SLA compliance, and enhance customer satisfaction.
- Produced executive dashboards and operational reports supporting data-driven decision-making, capacity planning, and continuous service improvement.
Senior Consultant
AstraZeneca India Pvt. Ltd.
05.2016 - 05.2018
- Developed automation techniques to reduce manual workloads, increase accuracy, and improve speed of data availability
- Employed Agile Project Methodology on Business Intelligence (BI) projects for shorter cycle times and improved usability
- Manage hardware and software upgrades to the data warehouse including an upgrade for Informatica ETL tool.
- Migrated historical data from Oracle data warehouse to Amazon RedShift Database using Extract, Transform & Load (ETL) strategies.
- Accomplished multiple projects to ensure data load dependencies used by different business users
- Investigated large amount of frequent failures and implemented the best technique to stick within the SLAs
- Provided technical and analytical support to management, peers, and end users at locally and 25+ at remote locations.
Associate
Cognizant Technologies Solutions
09.2012 - 05.2016
- Identified some bottlenecks with the mapping and improve the performance by using Pushdown optimization
- Lead development initiative to adhere Informatica best practices and standards outlined in Informatica Velocity Methodology
- Worked with functional business leaders in building scalable processes and metrics; leveraged knowledge of data warehouse technical architectures, infrastructure components, data structures, Extract, Transform & Load (ETL) and reporting/analytic tools and environments during execution of projects
- Designed and developed ETL mappings, high level design document, Source to Target Mapping document and test cases
- Analyzed project requirements and collaborated with cross-functional teams to ensure timely delivery of solutions.
Senior System Engineer (ETL Developer)
Tata Consultancy Services Limited
10.2011 - 08.2012
- Functional and non-functional requirements to provide inputs; offered technical directions to larger teams
- Specification documents and developed Informatica Mapping, Sessions, Command Tasks and Workflows
- Performed unit & integration testing for the ETL code
- Tuned the code to increase code quality and ensure high performance
- Managed deployment activities from offshore
Software Engineer
Mphasis (an HP company)
06.2010 - 10.2011
- Ensured that the applications meet the agreed SLA targets in terms of availability and incident response times
- 24x7 support for the MTS Suite of core payments applications
- Out-of-hours on-call support and also on weekends for resolving the ETL Failure via Incident Management
Software Engineer
Lion Bridge Technologies
03.2008 - 05.2010
- Altered the mappings and workflow based on the CRs (Change Requests)
- XML migration of objects between Dev and QA repository and coordinates with Informatica Administrator's to promote codes to productions
- Informatica Upgrade Testing from 7X to 8X
- Analyzed issues and fixed the bugs in the system reported by business users and provided the solutions on time as per SLA and documented all CR's and bug fixes as reference for future issues
- Resolved the glitches in the database in coordination with DBA teams; coordinated with multiple teams to backtrack and resolve production issues
- Delivered extended support during business critical loads
Education
Master of Computer Applications - Computer Science
University of Madras
Chennai05-2007
Bachelor of Science - Computers
The New College
Chennai10-2002
Skills
ETL & Data Integration: Informatica PowerCenter 102
Reporting & Business Intelligence: Power BI, OBIEE, SAP BusinessObjects, MicroStrategy
Databases: Oracle 9i/10g, IBM DB2, Netezza, Snowflake
Database Tools: Toad, SQL Developer, DBVisualizer
Monitoring & Observability: Dynatrace, Splunk, SolarWinds
Job Scheduling & Workload Automation: Tidal Enterprise Scheduler, AutoSys, JCL
Scripting: Unix Shell Scripting
Version Control: SVN
Operating Systems: Unix, Windows
Productivity Tools: Microsoft Office Suite
Certification
- PRINCE2 7 FOUNDATION, PEOPLECERT
- ITL4 CERTIFIED, PEOPLCERT
Accomplishments
- Cloud 101,ITIL4 and Prince2 Foundation Certified.
- Follow The Sun model implementation in montreal
- Contribution to Automations with the efficiency gains of 1 FTE.
- Setup L1 and L2 teams, mentor them on various level, and made them process efficient.
- Contributed in various service improvements and value ad in all the organization for the speedy delivery of data to business.
- Provided the quickest delivery of data to the client by fine-tuning the ETL code which resulted in reduction in time from 4 days to 2 hours & efforts
- Won Informatica White Paper Contest across the globe in Cognizant Section; published the Informatica White Paper for Cognizant Technologies Solutions in 2016
- Enhanced the process of AstraZeneca India Pvt. Ltd. by providing value ad.
Languages Known
Urdu
Hindi
English
Telugu
Timeline
AVP - Application Support Manager
BNP Paribas
05.2018 - Current
Senior Consultant
AstraZeneca India Pvt. Ltd.
05.2016 - 05.2018
Associate
Cognizant Technologies Solutions
09.2012 - 05.2016
Senior System Engineer (ETL Developer)
Tata Consultancy Services Limited
10.2011 - 08.2012
Software Engineer
Mphasis (an HP company)
06.2010 - 10.2011
Software Engineer
Lion Bridge Technologies
03.2008 - 05.2010
Master of Computer Applications - Computer Science
University of Madras
Bachelor of Science - Computers
The New College