SHIVAJI M JADILE

Batch Operations & Scheduling

Monitored and resolved batch processing issues using Control-M and SSIS, ensuring high availability and reliability of business-critical financial workflows including Zelle and wire payment systems.
Managed end-to-end batch job scheduling, dependency management, and failure recovery — ensuring timely completion of critical payment cycles within defined SLA windows.
Configured and monitored job alerts and threshold-based notifications to detect batch delays, failures, and resource bottlenecks before they escalated into critical incidents.
Participated in Disaster Recovery (DR) drills and failover testing for critical payment batch processes, validating system resiliency and adherence to recovery time objectives.


📊 Observability & Monitoring

Utilized Splunk to perform real-time log analysis and diagnostics — identifying root causes of batch failures, tracing transaction-level errors, and enabling faster incident resolution across application landscapes.
Leveraged Grafana dashboards to maintain continuous visibility into batch job execution status, application health, and infrastructure performance metrics — enabling proactive intervention before issues impacted business operations.


🖥️ Infrastructure & Unix Support

Managed infrastructure tasks across Unix and Windows environments, including job scheduling, server performance monitoring, and troubleshooting of batch failures to maintain SLA compliance.
Used VI editor to review and modify configuration files, log files, and shell scripts directly on Unix servers — supporting quick turnaround during live incidents and batch failures.
Performed Unix shell script enhancements to improve existing automation routines, adjust job parameters, and streamline repetitive operational tasks — reducing manual effort and improving process reliability.


🗄️ Database Support

Executed SQL queries to investigate data discrepancies, validate batch processing records, and support application troubleshooting across relational databases.
Identified and escalated data integrity issues impacting payment transactions, coordinating with DBA teams for timely and accurate resolution.


🔔 Incident, Problem & Change Management

Managed P1/P2/P3 incidents end-to-end — from initial triage and stakeholder notification to resolution and post-incident review, ensuring minimal business impact to payment operations.
Acted as escalation point for L1 teams — providing technical guidance on complex batch failures and application issues within the CCB payments landscape.
Contributed to Problem Management by identifying recurring incident patterns and driving permanent fixes through root cause analysis and collaboration with L3 and development teams.
Participated in the Change Management (CAB) process — reviewing, validating, and implementing scheduled changes to batch jobs and application configurations with zero-defect deployment practices.


💳 Payments Application Support

Supported Zelle and wire payment batch systems, facilitating smooth end-to-end transaction processing and resolving customer-impacting issues promptly under high-pressure financial timelines.
Coordinated with cross-functional teams during incident management, applying structured root cause analysis to address recurring issues and minimize unplanned downtime.


📋 Operations & Compliance

Performed shift handover activities including batch status reporting, open incident updates, and outstanding task documentation to ensure seamless 24x7 operational continuity.
Supported audit and compliance activities by providing batch run logs, access records, and incident evidence in line with JP Morgan's regulatory and risk management framework.
Documented and continuously improved batch process workflows, SOPs, and runbooks — contributing to operational efficiency, audit readiness, and knowledge transfer across the L2 support team

IT Operations Manager
Cognizant Technology Solutions, Hyderabad, India
Role: Operations Manager – (Client) Novartis
Incident & operations management
Served as primary point of contact for major incident management across Novartis
TechOps, leading critical incident conference calls to drive technical team
engagement, structured troubleshooting, and timely service restoration.
• Managed end-to-end incident lifecycle for Novartis TechOps, ensuring quality
communication to internal and external stakeholders including IT leadership,
throughout the incident and post-resolution.

Stakeholder management & governance
Team leadership & resource management
Process improvement & knowledge management
Project delivery
Analysed pending incident queues, prioritised resolution by ageing and team
capacity, and drove closure to ensure SLA adherence across 180 application support
functions.
• Tracked critical and major incidents end-to-end, coordinated root cause analysis
(RCA), and shared findings with customers to prevent recurrence and improve service
reliability.
• Presented weekly operations dashboards to Novartis senior management during
service review calls, providing transparent status updates and insights on team
performance and incident trends.
• Ensured 100% SOW compliance and proactively escalated non-compliance risks to
program management to maintain contractual obligations and client trust.
• Led a 60-member L1.5 application support team, allocating tasks based on workload
and skill, ensuring timely completion of support activities across 180 applications.
• Acted as HCM supervisor for 26 team members from the CTS-CIS practice, managing
performance, attendance, and HR-related activities.
• Monitored team productivity and identified opportunities to optimise operational
procedures, contributing to cost reduction and efficiency improvements.
• Established and maintained operational best practices including SOPs, BCP plans, and
training documentation, conducting regular reviews to ensure relevance and
compliance.
• Drove knowledge transfer and task optimisation by shifting repetitive L2/L3 activities to
the L1.5 team, improving resolution efficiency and reducing dependency on senior
technical resources.
• Led the onboarding and transition of 80 applications from onsite to offshore delivery,
coordinating cross-functional teams, managing risks, and ensuring successful
handover — recognised as a top performer for this initiative.
• Responsible for TechOps incident management and overall operations management
for the Novartis TechOps department, supporting business continuity across a largescale enterprise environment.