Nikhil Joshi

• Led production support operations for 8 mission-critical platforms across payments, liquidity, and core banking domains.
• Acted as the primary escalation point for major incidents, coordinating recovery across infrastructure, application, and business teams.
• Managed stakeholder communication at the CIO/MD level, ensuring clear and timely updates during high-impact incidents.
• Led the recovery of a €30M payment outage, ensuring resolution within regulatory cutoff timelines.
• Directed structured triage, stabilization, and recovery processes for critical incidents.
• Delivered 30+ automation initiatives, reducing manual effort by over 60 hours per month.
• Improved monitoring effectiveness and reduced alert noise by approximately 40%.
• Led continuous improvement programs to enhance platform stability and operational efficiency.
• Supported over 200 annual production changes, improving safer change KPIs, and reducing failures by approximately 15%.
• Strengthened risk and control frameworks, ensuring audit readiness and compliance.
• Participated in problem management processes to drive long-term issue resolution.
• Led BCM lifecycle activities, including DR tests, work-transfer exercises, and call-tree validation.
• Ensured that runbooks, KEDB, and documentation are up to date and audit-compliant.
• Collaborated with business, infrastructure, development, and risk teams to ensure seamless operations.
• Mentored approximately 12 engineers, improving onboarding efficiency and knowledge retention.
• Promoted a culture of operational excellence and proactive problem-solving.

• Delivered production support for core banking systems across APAC.
• Managed escalations and ensured SLA compliance for business-critical services.

Developed and supported SBI remittance modules ensuring stable production delivery.