Vadde Gowri

Pune,MH

Summary

A result-oriented professional with over 4+ years of L2 production support experience in BFSI Sector seeking a challenging role in the organization where I can put my skills in an effective manner which would offer me growth and learning opportunities.

Overview

years of professional experience

Work History

Application Support Engineer

Duestche Bank

04.2024 - 06.2025

FINBOURNE processing & support deals with regular enhancement and post-delivery support. The product caters to the Trade Business of Trustmark. FINBOURNE presently running successfully in more than 40 countries. Its design is based on three level client-server architecture, with ORACLE as the RDBMS, File NET as the document storage system
Accountable for upgrade of end-of-version software and tools in all environments.
Track and resolve all the BCM, VTM and camp portal issues reported by monitoring systems.
Track and renew public key certificates.
Identity management in Cyber Ark.
Daily BAU activity Support, Monitoring software release.
Analysis and Resolution of PRB’s issues, fixing issues as per the User’s expectations
Running different events and EODs whenever the request comes.
Creation of SDB scripts.
Doing Simulation, Debugging the issue, and providing appropriate information to L2.
Taking care of escalated issues, Ticket monitoring
Provide support to L2 team, Will support and solve all those tickets which are not resolved by Level 2 Engineer. Manage most Critical Incidents on a Network
Permanent bug fixes by doing root cause analysis, code changes.
Regular ticket analysis of recurring issues can result in a decision of permanent fix as code change.
Minor enhancements to enhance user experience and reducing clarification calls.
Working on user queries, analysing failures, writing UNIX shell scripts, sending service impact notification in case of delays.
Preparing RCA, proactive monitoring and making sure applications are up as BAU before business start.
Participating in upgrades like oracle, Unix/Linux, infrastructure changes etc.
Hands-on troubleshooting and hand holding for the team in resolving high priority technical issues.
Track SOD and EOD activities, including health checking monitoring using ITRS.
Organize knowledge transfer sessions and training sessions for the team.
Identification of processes that can be automated and automation approaches to reduce the dependency on manual support is in-progress.
Taking ownership of L1/L2 customer issues and resolves them by analysing/ root cause identification.
Follow SOP’s (Standard Operating Procedure) & BAU activities to manage customer support functions. Management and maintenance of these SOPs & BAU
Feedback management to both internal and external customers depending upon requirement
Ensure proper follow up and closure of issues
Keep abreast of the team’s performance and ensure services are delivered in line with SLAs
Ensure overall team load is balanced and cases are assigned to consultants based on capacity and skill sets
Engage with our internal and external customers to resolve customer issues
Engage with peers in product groups to resolve issues that span multiple products
Work closely with PS team, underlining the quality issues, sharing constructive customer feedback and suggesting ways for improvement
Manage escalations along with a fair and controlled backlog – understanding the reasons for backlog and suggesting ways to reduce it
Analyse functional and technical cases and provide a resolution in accordance with agreed customer metrics.
Client: Deutsch Bank
Project: FINBOURNE

HPC Consulting Pvt Ltd

06.2021 - 03.2024

GENESYS related to imaging application, which will help users to capture the information that is being scanned and capture important based on the docs scanned that will help on the information from the scanned prints to identify the persons background who have involved in transactions to check if the person has any illegal identity.
Experienced in UNIX,SQL, Autosys and tools like Service Now, IBM Tivoli work scheduler and WebGUI.
Ability to prioritize and deliver on mission critical tasks within defined SLAs and adapt in handling Batches (Daily, Monthly) and resolving event failures.
Continuous Batch/job analysis and resolving job failures by analysing log details and monitoring tools
Creating and updating Remedy/Service Now tickets for change and incident management to document analysis and recovery steps, responsible for Incident Communication and involved in various Incident management calls.
Performing Ticket audits maintaining an SLA tracker and sending out client metrics.
Ensure compliance to risk and control guidelines. Active engagement in Continuous Improvement change initiatives, through lean and other methodologies.
Guiding the resources in resolving the Issues and helping to maintain KPIs while acting as shift lead.
Responsible for the ownership, tracking and quality assurance for all Incidents and Service Requests.
Analyse and come up with quickest possible solution for both online and batch production incidents.
Providing response and resolution to the tickets with-in the agreed SLA.
Logging, categorizing, tracking, routing and validating incidents reported from various channels within Estimated Time to Escalate (ETTE), Estimated Time to Resolve (ETTR).
Performing application health check (sanity) on weekly basis and on post release
Handling team roster and creating work schedule for team.
Providing KT and training to new associates and cross training to team members.
Great ability to support 24
7 hours with the full efficiency and dedication. Also great understanding of the issues related to the software.
Experience working in fast-paced, deadline-oriented environments.
Possess good experience on Incident and Problem management.
A team player with strong communication, leadership, analytical, organizational and relationship management skills.
Project: Genesys
Client: Valley National Bank

Education

Post-Graduation - MBA

Jawaharlal Nehru Technological University

Graduation - undefined

Nagarajuna Women's Degree

Skills

Languages: SQL, PLSQL, Unix/Linux, I Script, Core Java, Python

Ticketing Tool: Service Now, JIRA, Remedy, Zen desk

Timeline