Summary
Overview
Work History
Education
Skills
Certification
Affiliations
References
Timeline
Generic
Raju Baktavatchalam

Raju Baktavatchalam

Chennai

Summary

Dynamic Production Service Specialist II at Bank of America with expertise in incident management and technical troubleshooting. Proven track record in automating processes and enhancing application availability. Strong analytical reporting skills complemented by exceptional collaboration abilities, driving improvements in service delivery and operational efficiency.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Production Service Specialist II

Bank Of America
Chennai
07.2012 - Current
  • Working as a Production Services Specialist in L2 support for MSRT applications.
  • Handled major incidents related to servers, Windows/Linux platforms, and application configuration issues.
  • SME for network/infrastructure activity, with impact assessments to ensure application availability.
  • Handled major datacenter activities globally, and served as the single point of contact for all MSRT applications.
  • Received reorganizations for handling PADC, SGOP, and LWDC isolation exercises.
  • Multiple vulnerability remediation activities and GIS OS patching activities we worked on every month.
  • Proficient in Cutover, ITRS, ITSM, JIRA, and MYITSM ticketing and monitoring tools.
  • Invoice in analytical and reporting tools, like Tableau, Power BI, MS Excel, and MS Office.
  • Automated manual tasks as a part of the SRE program.

Customer Support Executive

Microland Limited
Chennai
04.2010 - 07.2012
  • Provided exceptional customer service via phone and email communications.
  • Resolved customer inquiries and issues promptly and professionally.
  • Utilized CRM software to track customer interactions and feedback.
  • Educated customers on product features and services effectively.
  • Assisted in training new support staff on company procedures.
  • Participated in team meetings to discuss improvements in service delivery.
  • Resolved customer issues in a timely manner.
  • Performed troubleshooting on technical problems.
  • Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.

Education

Master of Science - Artificial Intelligence

SRM Institute of Science And Technology
Chennai
07-2026

Skills

  • Data analysis
  • Incident management
  • Technical troubleshooting
  • Software automation
  • Analytical reporting
  • Cross-functional coordination
  • Machine learning
  • Technical support
  • Process automation
  • Collaboration skills
  • Problem-solving
  • Data collection
  • CRM system proficiency
  • CRM software proficiency

Certification

  • SRE and ITIL Certified

Affiliations

  • Received the Best Appreciation for the Month award
  • Gold and Silver Awards were received from Line of Business teams for handling data centre activity and other infrastructure activities

References

References available upon request.

Timeline

Production Service Specialist II

Bank Of America
07.2012 - Current

Customer Support Executive

Microland Limited
04.2010 - 07.2012

Master of Science - Artificial Intelligence

SRM Institute of Science And Technology

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Raju Baktavatchalam