Velraj Subburaj

• Spearheaded a dynamic team of 18, overseeing Digital Banking applications including Internet Banking, Corporate Internet Banking, Payment Gateway, Digital fixed deposits, Digital Savings accounts, HHD, Hello Ujjivan and Mobile Banking to deliver exceptional application support and client satisfaction.
• Diligently monitoring work queues to provide advanced technical support for complex issues.
• Independently resolving high-level incidents and requests within strict SLAs.
• Fostering a culture of knowledge sharing to improve issue resolution and enhance team capabilities.
• Acting as essential point of contact for critical, business-impacting client issues.
• Ensuring smooth shift handovers and focus on priority tickets and essential operational tasks.
• Efficiently escalating intricate tickets to management while ensuring clear communication.
• Leading automation efforts to increase efficiency and minimize manual workload.
• Utilizing advanced troubleshooting methods to address complex challenges in diverse client settings.
• Providing mentorship and technical leadership to teams, promoting skill development.
• Performing comprehensive quality checks to guarantee service excellence and adherence to processes.
• Maintaining consistent service quality through strict compliance with service management protocols.
• Driving continuous service improvement and operational support following client onboarding.
• Orchestrating training initiatives to boost team competencies and performance.
• Building strong client relationships to ensure seamless technical operations and service delivery.
• Regularly assessing and enhancing team performance metrics.
• Conducting strategic meetings (Huddle, MSR, WSR) to synchronize operations and address issues.
• Coordinating disaster recovery strategies to safeguard business continuity.
• Managing vendor partnerships, resource distribution, and overseeing audits and procedural coordination.

• Led and motivated a dynamic team of 12, fostering a collaborative environment for peak performance.

• Mastered root cause analysis to efficiently identify and resolve underlying issues, enhancing system reliability.

• Streamlined reporting processes through advanced database queries, optimizing data retrieval and analysis.

• Elevated customer support standards by pinpointing recurring issues and facilitating swift escalations for critical incidents.

• Acted as a liaison between clients and the product team, translating customer needs into actionable development insights.

• Managed application production outages with precision, orchestrating incident resolution and remediation efforts.

• Guaranteed seamless environment operations by proficiently utilizing UNIX commands and executing scripts in line with BAU requirements.

• Oversaw the configuration and upgrading of enterprise application software, ensuring successful integration of new features and updates.

• Pioneered automation initiatives, contributing innovative solutions to enhance operational efficiency.

• Developed and applied data patches, proactively addressing production issues to maintain system integrity.

• Implemented deployments via DevOps methodologies, resolving any emergent issues to ensure smooth transitions.

• Supervised a team of 11, ensuring high performance and efficiency in operations.

• Performed in-depth root cause analysis for production issues, documenting critical findings.

• Expertly executed database triggers, procedures, and views, aligning with BAU activities and optimizing server space management.

• Collaborated on technical designs, offering strategic consultation and meticulous documentation of requirements and architecture.

• Coordinated environment configuration, integrating seamlessly with IT infrastructure, systems, and applications.

• Installed and configured server operating systems and enterprise software, adhering to best practices and operational needs.

• Championed continuous improvement initiatives, enhancing system availability and performance.

• Delivered advanced technical support (Level 3 & 2), mentoring end-users and IT personnel.

• Partnered with the Application Support Team to uphold database integrity, coding standards, and quality protocols.

• Delivered comprehensive end-to-end application support, ensuring timely resolution of issues.

• Standardized tools and processes by adopting industry best practices for enhanced efficiency.

• Provided consistent and effective maintenance and support for a suite of applications.

• Owned and expedited the resolution of production outages, driving incidents to closure with root cause analysis.

• Acted as the principal liaison for all support inquiries concerning proprietary solutions and products.

• Expertly diagnosed technical problems to expedite effective troubleshooting and issue resolution.

• Accompanied sales engineers on client visits, providing targeted technical expertise and support.

• Expertly manage incident tracking applications to maintain issue resolution within defined SLAs and ensure ticket currency.

• Proficient in 12/5 production support with a strong track record in bug resolution.

• Skilled in client engagement and requirements elicitation, with a focus on delivering effective analysis.

• Possess outstanding verbal and written communication abilities, complemented by adept interpersonal and conflict resolution skills.

• Responsible for the creation and initial analysis of Incidents and Service Requests, efficiently directing them to appropriate L2/L3 service lines.