Vikrant Chavan

Roles and Responsibilities :

Team Lead - IT Application Support Management - L1 and L2 Support (Experience of handling 35 member team)

1. Bug Management And Application Support

• Lead application support operations for Retail, Group, Claims Management, and Insurance platforms, ensuring business continuity and high system availability.
• Manage Level 1 and Level 2 support for New Business, Renewals, Claims, Underwriting, Fraud, Waste & Abuse (FWA), AbhiOne, Kavach, and Stellar applications.
• Oversaw NB sales query management for AbhiOne and Kavach, resolving business and user issues.
• Troubleshoot application and database issues using SQL, JIRA, Postman, and TCS BaNCS to minimize downtime and business impact.
• Monitor incidents, prioritize tickets, and ensure timely resolution within defined SLAs.
• Conduct root cause analysis (RCA) with L2 teams to identify recurring defects and implement permanent fixes and effective workarounds.
• Coordinate UAT, production testing, system upgrades, and deployments with business and Line of Business (LOB) teams.
• Monitor team productivity, daily ticket reports, defect tracking, and resolution progress through regular stand-up meetings and monthly dashboards.
• Manage database access, credentials, and data updates while ensuring compliance and data security.
• Oversee customer communications through ClickPSS (email and SMS) for system alerts and updates.
• Drive continuous improvement in user experience, operational efficiency, and production system availability.

2. Problem Management

• Create and manage problem tickets for recurring incidents and application defects.
• Perform detailed problem analysis, identify root causes, and define corrective and preventive actions.
• Coordinate with L2 support and relevant technical teams to drive permanent resolutions and timely problem closure.
• Track problem ticket status, resolution timelines, and RCA documentation.
• Prepare IT review reports covering recurring issues, problem management progress, and overall closure status.

3. IT Audit and Compliance

• Prepare ticketing, SLA compliance, and incident data for periodic IT reviews and audits.
• Generate monthly reports highlighting SLA performance, ticket trends, and incident reduction progress.
• Track problem ticket status, expected resolution dates (ETAs), and closure progress.
• Prepare application and infrastructure downtime reports to support operational governance.
• Coordinate RCA documentation for CEO-escalated incidents and critical production issues.
• Maintain UNSC-related data updates in TCS BaNCS to support Anti-Money Laundering (AML) functionality.
• Jira tool workflow management for Incident, Problem, Bug and Service Request
• Ensure accurate reporting, documentation, and adherence to IT operational and compliance requirements.

4. Change Management

• Review Business Requirements Documents (BRDs) to validate business requirements and assess application changes.
• Review test cases and coordinate sanity testing to ensure application stability and readiness for production deployment.
• Provide L1 support sign-off for production releases after validating testing results and readiness criteria.
• Monitor hypercare activities following deployments, ensuring timely identification, tracking, and closure of post-production issues.
• Maintain deployment documentation, issue logs, and closure records for audit and operational reference.
• Coordinate with TPD and cross-functional technical teams to support change implementation and minimize production risks.

5. Application and Infrastructure Monitoring

• Monitor core applications and database servers to ensure system health, stability, and operational continuity.
• Prepare and review daily application sanity reports to identify anomalies and potential production issues.
• Monitor AIS API latency and application performance to identify and address service degradation.
• Utilize AppDynamics (AppD) for application performance monitoring, issue detection, and troubleshooting.
• Manage incident response and root cause analysis for application and infrastructure issues.
• Coordinated disaster recovery activities to ensure system readiness.
• Proactively identify performance bottlenecks and coordinate corrective actions to maintain system reliability and availability.

Defined key roles and responsibilities for team members

IT Application Support Management

1. Incident Management

- Ensured prompt resolution of incidents based on priority, achieving closure within SLA.

- Implementation of efficient workarounds to overcome obstacles in BAU operations.

- Identification and rectification repeated issues across all applications by conducting thorough root cause analysis in collaboration with the development team.

- Monitoring of daily issues and encourage team for quick resolution with daily stand up meetings.
- Monitoring team productivity & ensuring resources are motivated considering BAU management is critical function.

- Regular discussion with development team for resolution of critical production issues and sensitize the development team for the Items that are Slipped from development that caused issue in Production.

- Discussion with development team to Prioritized enhancements/Code fixes that is required for Smooth BAU support. - Understanding of workflow and application architecture documents received from development team. And based on that creation and regular update of SOP documents that is required for BAU support. Conducted regular meetings with the Infra team to resolve infra issues during BAU support. - Monitoring EOD processes and Ensure EOD completion on time so that system can be released for BAU.

- Ensure Status/Resolution updated in Ticketing tool for each ticket.

- Collecting user experiences and views and Identifying gaps in the user experience. Set user experience objectives.
- Ensure 100% Production system availability.

- Monthly review of production tickets with a dashboard.

2. IT Audit and Compliance

- Managing Risk/Compliance/Audit & ensuring quality root cause analysis should be shared for operational incidents. - Audit Queries should be responded on time and Timely closure of all actionable for Audit reports of respective area of work for Internal/External Audit, Cyber Security, etc Complied with IRDA regulations and maintained the compliance checklist. - Regular Meeting with all stakeholders team wise for Production Tickets

- Application user review by quarterly / half yearly

- VAPT Point closure within Agreed timeline.

- Closure of Security alerts receive from information security team

- Key Projects : Aadhar masking, Partner driven projects VAPT, AD authentication integration, SFTP integration for data sharing, Pitagora observation (Generali Audit)

3. Change Management

- Coordination with internal development teams, IT teams, and third-party vendor teams to achieve timely and efficient closure of defects.

- Define and refine the defect management process, securing the relevant approvals with stakeholder teams

- Responsible for ensuring defects are tracked and monitored regularly

- Communicate any risks and issues to the stakeholders regularly

- Work closely with other departments including Business Support (Sales), Product and Service to
ensure the project life cycle is adhered to.

4. Vendor Management

- Ensure project / change deliveries within a time frame.

- Facilitated daily standup meetings to prioritize critical tickets and monitor overall ticket resolution progress.

- Immediate communication for critical issue and follow up for faster resolution

- Guide vendors in system deployments and debugging of issues post deployment.

- Monitored vendor performance periodically to ensure compliance with service standards.

5. Project Management and Business Analysis.

- Understanding Business Change needs, assessing the business impact of those changes

- Capturing, analyzing & documenting requirements

- Managing projects and communicating delivery plans with stakeholders

- Coordinating with development team for delivery of projects and change requests

- Assisting in budgeting for development of CRs/Projects through partners

- Interface between Business & technology

- Requirement gathering from Operations, Sales & Product teams and closure of BRDs

- Stakeholder Management

- Sanity testing for new changes

- Coordinating for User Acceptance Testing and closure of defects

- Successful delivery of Projects

- Handholding & Adoption

- Evaluate complete end to end digital journey impact on business channel, partner, operations and other internal/external process

- Evaluation of BRD for impact and effort estimation

- Preparing FSD in collaboration with development team and actively participate in relevant signoff /approvals

- Collaborate with vendors for timely delivery of assignments.

Key Projects : Digital Transformation

New DMS Implementation (Xbiz)
IFRS Integration - Infra coordination (PWC)
WeRecruit - Agent Onboarding - API Integration and Infra coordination (Autoflowtech)

Partner API Integration (AU Bank, Saraswat Bank, Bajaj Finance and many more)

ICMS API Integration (Herald logic)

Atlas Salesforce Integration (PWC)

Omni - Customer on boarding (Cognizant)

Omni 2 - Application analyst

Omni Docs - Aadhar Masking Implemetation (Newgen)

Client : Future Generali India Life Insurance

Incident Management

- Response should be within 4 hours of issues/ticket raised for P1 issues.
- Temporary resolutions of tickets at least temporary by 2 working days.

- Understand SOP documents received from development team that is required for BAU support.
- Connect with Infra team for immediate resolution of any infra issue faced during BAU support.