Solly Ann Varghese

Global Business Document Technologies:

• Monitoring is done by leveraging the Business Activity Monitoring(BAM) application and other tools proactively identify and mitigate issues that may negatively impact the bank’s customer.
• Reaching out to Level 2 and Level 3 to get the resolution on the application and details from operations perspective.
• Investigating all alerts and taking the necessary actions.
• GBDT/OS/ES/MF Pod provides real time monitoring through a set of applications geared toward supporting level one support for GBDT , OS ,ES , and MF.
• Monitors the jobs and notifying the support team when there is any discrepancies or any unusual delay in receiving files.
• Assists in resolving job failures.
• Using ServiceNow to open the tickets when their issue with business application , access or volumes delay for different Operational teams.
• Monitoring the shared mailboxes and taking actions on mails with sense of urgency.
• Ab Initio tool is using For Big Data processing and for all extract, transform, load task
• Resolved customer inquiries promptly, professionally, and accurately in accordance with established policies and procedures.
• Documented all customer interactions in an organized manner for future reference purposes.
• Developed relationships with external vendors related to transactional activities.
• Assisted in training new staff members on the proper methods for performing transactions.
• Developed stored procedures and functions to optimize database performance.

Request Fulfillment:

• Handling customer requests and fulfilling the needs within strict SLAs. Communicating external partners on file receipt in server.
• Participating in Root cause Analysis for the outages on application or delay in volume received. Troubleshooting the application issue(KYC, First search ,CF) and involving the support team for the faster resolution.
• Engaging with GSO teams to provide timely resolution on issues. Entering and changing application data.
• Running queries in Database to pull information, monitoring thresholds and reports, re-running reports.
• Responded promptly to application issues raised by customers related to request fulfillment services.
• Created triggers and views for data analysis and reporting purposes.
• Tested SQL scripts for accuracy and reliability.
• Designed tables, indexes, queries and other database objects.

ATM MONITORING GROUP:

• Monitors the state of health for all chase owned and operational ATMs/EATMs. Dispatches ATM hardware and cash services suppliers and escalates when appropriate to ensure are resolved timely.
• Assists branches in resolving ATM/eATM malfunctions. Researches root causes and trends of problem incidents and develops preventive.
• Collaborates with line of business activities to design and deploy real time business activity monitoring solutions across and organization .
• Monitored ATM transactions to ensure accuracy and compliance with policies and procedures.
• Supervised daily ATM operations, including repair and maintenance of ATMs.