Monisha Manikandan

Llyods Banking- IVR NGCC

• VXML Scripting : The primary responsibility is to write, debug, and maintain VXMLS (Secure VoiceXML) applications within the Nuance Framework (NAS), and core banking logic for self services for all retail and non-retail applications.
• Engineered complex, multi-step call flow logic based on business requirements, utilizing NAS structure to define application sequencing, data collection, and efficient call routing.
• Expertly configured and managed application serving, line provisioning, and routing parameters within the Avaya Experience Portal (AEP) across all environments.
• Developed and maintained Java code, acting as the secure bridge layer, connecting VXML applications to internal systems. Actively developed new integrations using the Spring Framework principles.
• Developed, scripted, and executed automated functional and regression test campaigns using the Cyara platform, ensuring zero defect escape, and validating the end-to-end customer journey.
• Managed the controlled deployment of IVR code and configurations across the SDLC environment chain (DEV, CIT). Performed Unit Testing and System Integration Testing to confirm technical specifications were met.
• Provided dedicated technical support and validation during scheduled production deployments, confirming application functionality, and monitoring initial stability.
• Performed rapid diagnostic analysis of high-priority incidents by reviewing VXML logs, AEP traces, and SPKUNK. Quickly isolated and remediated faults to restore service continuity.
• Maintained detailed records of defects, technical fixes, and status updates, managing the incident lifecycle within the designated service management system.

Truist - EMPOWER (Loan Origination Systems)

• Facilitated technical support for core mortgage operations, maintaining stability and performance of the EMPOWER Loan Origination System (LOS).
• Performed comprehensive troubleshooting of application errors by assessing the underlying workflow design within the Orchestration Engine to determine specific process failures.
• Acted as the primary escalation point for production issues, overseeing triage, investigation, and prioritization of incidents affecting the mortgage business line.
• Conducted application health and performance monitoring of EMPOWER utilizing Dynatrace, executing comprehensive log analysis to link symptoms with root causes.
• Conducted ad-hoc data inquiries and corrections through SQL queries to ensure data integrity, resolve discrepancies, and uphold transactional precision.
• Directed a comprehensive incident management process within ServiceNow, emphasizing accurate ticket documentation, consistent status communication, and swift resolution/escalation in compliance with stringent SLAs.