VARSHA UTKURI

Client Overview: Citizens Bank Commercial Lending KTL Support

As a Support Analyst, responsible for support operations of 45+ applications across the Commercial Lending Portfolio, including Core Lending, LoanIQ, Syndicate, and CLSC platforms, with a strong focus on incident resolution, system stability, and operational excellence in alignment with the ITIL framework.

Roles & Responsibilities -

• Provided BAU (Business As Usual) application support for Core Lending, LoanIQ, Syndicate, and CLSC platforms, ensuring stability and availability.
• Performed KTLO (Keep the Lights On) activities including system monitoring, remediation tracking, validation, and ongoing operational support.
• Monitored incident queues, mailboxes, and alerts, ensuring timely assignment, tracking, and resolution of critical incidents and service requests.
• Executed user provisioning, access management (IAM/NHA), and platform stability tasks across AWS Cloud and SailPoint platforms.
• Conducted initial root cause analysis for incidents, managed escalations, and ensured follow-up through resolution.
• Supported change management and deployments, coordinated problem records, and ensured adherence to SLAs with minimal business impact.
• Performed SOP-driven activities such as version upgrades, validation checks, and platform-specific operational tasks, while maintaining structured knowledge management.
• Managed patching, vulnerability remediation, and certificate renewals, along with performing proactive system health checks.
• Maintained dashboards, documentation, and stakeholder reporting to provide visibility and governance.
• Collaborated with cross-functional teams for seamless issue resolution, escalation management, and service improvements.
• Ensured compliance with ITIL processes, audit requirements, and security standards across all support activities.
• Citizens Bank Commercial Lending KTL Support

• Company Overview: contractor to Deloitte
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