Vidhya Jagannathan

• Demonstrated respect, friendliness and willingness to help wherever needed.
• Proved successful working within tight deadlines and a fast-paced environment.
• Demonstrated creativity and resourcefulness through the development of innovative solutions.
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
• Delivered services to customer locations within specific timeframes.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Acted as a team leader in group projects, delegating tasks and providing feedback.
• Developed strong organizational and communication skills through coursework and volunteer activities.
• Self-motivated, with a strong sense of personal responsibility.
• Managed time efficiently in order to complete all tasks within deadlines.
• Demonstrated leadership skills in managing projects from concept to completion.
• Worked well in a team setting, providing support and guidance.
• Worked flexible hours across night, weekend, and holiday shifts.
• Excellent communication skills, both verbal and written.
• Proven ability to develop and implement creative solutions to complex problems.
• Exercised leadership capabilities by successfully motivating and inspiring others.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Adaptable and proficient in learning new concepts quickly and efficiently.

• Evaluated customer needs and feedback to drive product and service improvements.
• Evaluated staff performance and provided coaching to address inefficiencies.
• Developed new proposals, contracts and procedures to draw in more clients and streamline work operations.
• Designed custom performance metrics measurement systems that allowed businesses to track progress and make data-driven adjustments as needed.
• Crafted persuasive proposals that secured high-value projects from both new and existing clients.
• Created and managed project plans, timelines and budgets.
• Maintained database systems to track and analyze operational data.
• Observed packing operations to verify conformance to specifications.
• Applied effective time management techniques to meet tight deadlines.
• Developed strong communication and organizational skills through working on group projects.
• Gained strong leadership skills by managing projects from start to finish.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Acted as a team leader in group projects, delegating tasks and providing feedback.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.
• Cultivated interpersonal skills by building positive relationships with others.
• Developed and maintained courteous and effective working relationships.
• Strengthened communication skills through regular interactions with others.
• Gained extensive knowledge in data entry, analysis and reporting.

• Manage major incidents from identification to service restoration and closure
• Drive the root cause analysis and produce the RCA documentation within SLA
• Regular. professional communication on major incidents to internal & external customers within contracted SLAs
• Communication of incidents to customers in a clear and meaningful way
• Co-ordination between multiple teams from IT infrastructure to application management and engineering for effective resolution
• Escalate within support organisation as required.
• Manage customer / support escalated incidents
• Co-ordinate required plan to ensure change
• Obtain necessary approvals from all stake holders
• Communication on any outage due to retrospective change
• Create an action plan for issue remediation during Incident troubleshooting
• Regularly review lower priority incidents across the service base to avoid any emerging higher priority issues and root cause fixes
• Work with alerting & monitoring teams to pro-actively avoid high priority incidents
• Identifying changes in the support processes and change the Incident Management process accordingly
• Run major incident ‘blameless post mortem’ sessions after service restoration to ensure avoidance of repeat incidents
• Lead post incident review meetings with customers
• Report on major incident service level compliance statistics to the Service Delivery & Account Managers.
• Track and manage Problem Records, providing reporting and updates to internal and external stakeholders
• Drive continuous service improvement and incident avoidances

• Conducting internal audits to evaluate the effectiveness of financial controls, risk management systems and operational processes.
• Assessing and ensuring the company’s compliance with applicable laws, regulations and company policies in India.
• Providing management with accurate and timely reports on financial audit findings, including recommendations for improvement.
• Giving independent and objective assessments of the organizations operations, financial statements and internal controls.
• Proposing recommendations to enhance operational efficiency and identifying other areas of improvement.
• Collaborating with cross-functional teams to develop and implement risk management strategies.

1.Carry out day to day IT Technical support, maintenance/upgrade and administration on all the bank’s systems and interfaces.

2. Install and configure hardware operating systems and applications both on- prem and cloud

3. Troubleshoot, research, and identify any network and system related issues

4.Resolve and troubleshoot any application issues

5. Investigate and escalate any core banking functional and system issues.

6. Maintain and keep computer systems running smoothly and ensure users get the maximum benefit from them (i.e. system capacity and optimization).

7. Support rollout of new applications and establish a good working relationship with customers and other departments within the bank.

8. Ensure support calls are logged, updated, and followed through to resolution. Escalate issues to Head of IT and IT & Cyber Security Manager where appropriate.

9. Provide support for, and perform, the daily End-of-Day batch processing operation

10. Take ownership of issues and liaise with 3rd party vendors when required, on Business Requirements documentation and system upgrades. 11. Assist with or lead project activities when required.

12. Familiarize themselves with the network/hardware infrastructure within the bank, and all applications, and fully understand the interfaces and interdependencies therein. Familiarity with and adherence to the internal procedures and change management.

13. Maintain IT procedures and technical documentation where required.

14. Involve in the Release management activities with regards to Core banking and other applications.

15. Assist in IT & Cyber Security Manager in system vulnerability patching cycle.

16. Assist in preparing necessary documentation for the change request that are within the scope of IT.

17. Support Business continuity tests.

18. Assist with preparing data for monthly MI reports.

19. Any other duties as may reasonable be required