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
Chennai07-2026
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