Shivani Koul

Experienced Associate with a demonstrated history of working in the Financial Services industry (Banking and Payment Domain) and Healthcare Industry with 9+ years of L2 Production Management.Very well versed with ITSM process & ITIL framework with ability of quicker turnaround, strong problem-solving vision, technical skills and confident decision-making.

Currently, working as a key resource responsible for Production Stability & maintaining the KPIs metric's. Strong hands on Incident Management, Change Management, Hygiene and Resiliency. Also played a critical role in multiple automation efforts and its successful implementation. Skilled in Devops, CI/CD, Jenkins, Jira, Servicenow, Ansible, Unix Shell Scripting, Cloud Services, Splunk, Dynatrace, SQL, Control-M, and SDLC.

• Devops Masters

• Prince2 Foundation Certificate in Project Management

• Prince2 Practitioner Certificate in Project Management

• 6 months Australian onsite experience with MasterCard.
• Production Services Lead and SME for several major Regulatory applications within the Bank.
• Oversee and support the team in day to day deliverables to meet target service levels, ensuring the team have strong collaboration, prioritization and resolving any activity blockers.
• Being the primary POC for Regulatory Change Management in change forums to understand, advocate and manage any potential impacts to systems and services.
• Communicate with Business Users across theme of service performance, disruptions and improvement opportunities.
• Engage in and improve the whole lifecycle of services—from inception and design, through deployment, operation and refinement.
• Analyze ITSM activities of the platform and provide feedback loop to development teams on operational gaps or resiliency concerns.
• Create, develop, and track solutions to application errors reported through Jira.
• Support services before they go live through activities such as system design consulting, capacity planning and launch reviews.
• Develop/perform maintenance changes (like bug fix, SSL cert renewal etc.) & Production deployment's of application code configurations/components.
• Provide incident management and problem management service for production related incidents such as application errors, batch processing failures, application component outages, data irregularities etc.
• Created alerts/dashboard in Splunk for Monitoring Purpose.
• Proactively monitor applications health, alerts/incidents from all systems and software changes that affect applications/business users and take appropriate action.
• Scale systems sustainably through mechanisms like automation, and evolve systems by pushing for changes that improve reliability and velocity.
• Support the application CI/CD pipeline for promoting software into higher environments through validation and operational gating, and lead the bank in DevOps automation and best practices.
• Created/Customized Autosys jobs schedule via Unix shell scripting as per application requirement.
• US Healthcare domain knowledge with healthcare application implementation and support experience.
• Good understanding of HIT terminology, patient care environments.
• Good knowledge of configuring and using one or more Material Management and General Finance applications.
• Excellent problem-solving, troubleshooting, debugging, and strong customer support skills.
• Excellent organizational, verbal and written communication, interpersonal, and time-management skills with the ability to multi-task and prioritize own work.
• Worked with a global team spread across multiple geographies and time zones.