Sushil Kumar Singh

Project- Deutsch Bank Role- IT Application Owner

IT Application Owner is a Critical IT role managing the Technology Risk, Information security and Infrastructure of an applications

KRA:

• ITAO ensures application is running safely and secure, complaint to IT regulations polices and standards
• As an ITAO managing Enterprise IT Governance, Strategic planning, and Information security
• Project management and Knowledge management
• Continuity, data, and Business risk management
• Change and Release management
• Audit- Quality Assurance and digital forensics
• Relationship management

Managed IT Infrastructure for 25 Thousand FTE for APAC, Americas and EMEA Regions.

• IT Asset Management –HAM and SAM
• Budgeting and Planning
• Managing data communication links and Invoice processing

Project: Deutsch Bank

• Ensures scheduling, coordinating and the management of releases for multiple applications across various portfolios.
• Plan the release windows and cycles across a portfolio.
  Manage risks and resolves issues that affect release scope, schedule and quality.
• Measure and monitor progress to ensure application releases are delivered on time and within budget, and that they meet or exceed expectations.
• Communicate all key project plans, commitments, and changes including requirements, QA plans, schedule, and scope changes.
• Manage relationships and coordinate work between different teams at different locations.
• Conduct Release Readiness reviews, Milestone Reviews, and Business Go/No-Go reviews.
• Weekly Release Reporting.
• Negotiate, plan and manage all release activities.
• Lead and co-ordinate the Go-Live activities including the execution of the deployment Plans and checklists.
• Participate in CAB meetings to discuss release scope and/or roadblocks.
• Maintains a release repository and manages key information such as build and release procedures, dependencies, and notification lists.

Project: Deutsch Bank

KRA

As and ITAO for LASER/AppSmart programme for DB insured that application is up and running.

Actively involved in :

• Application and Security Monitoring.
• Audit and Regulatory and internal compliance.
• Identity and Access Management.
• Infrastructure and Product logistics.
• Release Management.
• RTB and CTB activities
• Continuity management.

Project- Suntrust Bank- Online Banking

KRA -

• As a Lead responsibility involves adding value to the incident and Release management process with technical/product/domain knowledge, customer handling, creation of knowledge repository, training new hire, supporting client interfacing activities, formulating technical action plans for analyzing and resolving recurring problems by interacting with clients and help creating the relevant reports in a timely manner.
• Escalation Management - Own escalated cases from the team and ensure that they are resolved as per SLAs and quality expectations.
  Supporting all Severity 1,2,3,4 priority tickets.
• PSO comprising of Incident, service request and Problem tickets. Coordinating with the respective stakeholders for all critical priority tickets for quick resolution.
• Ensure that all Incidents are addressed within SLA response and sending out the Critical Alerts for such Incidents.
• Actively manage the monitoring and resolution of breached jobs with 2nd and 3rd line support groups.
• Participate in the escalation process, involving senior delivery team.
• Actively monitoring the Quality of the work and auditing the Incident tickets and sharing the feedback with the agents.
• Generating reports on timely basis for Queue Status and metrics weekly and monthly for OLB.
• Initiate bridge calls for Major Incidents and looping in various teams and drive till closure.
• Sending timely updates regarding the major incidents based on the impact as per the processes.
• Escalating operational issues to senior management.
• Monitor and track vendor new releases and patches. Workflow and shift management.

Project : British Telecom Wholesale

British Telecom Wholesale is one of the largest Telecom Industries in United Kingdom. BTW provides Assurance and Maintenance work for various clients across UK.
KRA

• Managing a team of 30 members. Responsible for their performance, quality, and adherence. Ensure SLA of the team met as per the targets.
• Auditing Calls/E-chat/incidents dealt by the advisors to enhance their performance.
• Escalation Management - Providing solutions to customer's concerns within the SLA time frame.
• Knowledge Sharing - Sharing best practices, rolling out briefings via emails, providing necessary feedback and appropriate coaching to enhance the process knowledge.
• Workflow management. Effectively managed CCPulse and GTA to monitor and delegate the work. Effectively managed new hires by conducting training sessions in their graduation period.
• Vendor Relationship Management - Took the challenges for sensitive clients to turn around their experience by proactively offering extended assistance in their critical escalations