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Team Lead- Support/Enhancements Team Resume Example

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TEAM LEAD- SUPPORT/ENHANCEMENTS TEAM
Professional Summary

12+ years experienced Support Lead in Oracle/SQL Production Support and Enhancements in Finance Domain.

Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently delivered on Tech Debt reduction initiatives within the organization.

Demonstrative Scrum Master with background communicating effectively with and leading high-performance teams. Expert in prioritizing tasks and optimizing workflows.

Skills
  • Scrum Master
  • Oracle EBS-Order Management,General Ledger, Accounts Payable
  • AWS Cloud Practitioner
  • SSR Ledger reconciliations/analysis
  • Tools - JIRA, Confluence, Toad, Autosys, ServiceNow, HPSM
  • Service Manager
  • Team Management and User Training
  • Process improvement
  • Oracle SQL/ PL SQL Production Support
  • Unix Production Support
  • SOA, ODI
  • Business Case Analysis and Integration
  • ITIL Processes- Incident , Problem, Change and Release Management
  • Stakeholder Management
  • Vendor On-boarding
  • Analysis, testing-UAT/DR
Certifications
  • SCRUM Master Certified
  • AWS Cloud Practitioner
  • Prince2 Foundation
  • ITIL Certified
Work History
Team Lead- Support/Enhancements TeamRoyal Bank Of Scotland - New Delhi, India05/2012 - 03/2019
  • Team Lead for Production Support and Enhancements team.
  • Team Management (12 member team): Task allocations, 1:1, feedbacks, growth plans, talent management, cross-training.
  • Played the role of Scrum Master - Planned Agile best practices and encouraged team cohesion, overcoming impediments and hurdles to productivity.
  • Led sprint reviews, daily scrums and planning meetings to realize full team engagement.
  • Collaborated with product owners, team members and other technology team to define solutions and drive progress.
  • Service Manager and Stakeholder Management- Followed up with clients to verify optimal customer satisfaction following team deliveries and problem resolution.
  • Maintained team productivity and quality of service by establishing and maintaining clear SLA(service level agreements).
  • Chaired requirements gathering meetings with global business users ensuring apt documentation and understanding of issues and outcomes within teams.
  • Change/Release Management- Planned and coordinated changes, releases and critical Disaster Recovery(DR) activities with related stakeholder and environment teams.
  • Technical Debt reduction- key contributor in reducing technical debts(recurring alerts/support workload) for legacy applications.
  • Vendor Management- Collaborated with vendors for internal project placements and deliveries, managing their cost allocation and SOPs.
  • Created roadmap for upgrading EOL(End of life) applications on the platform.
  • Handled third party audits and ensured SOX compliance strategies are in place.
  • Managed transition of Cost Management and General Ledger projects from London to India.
  • Created knowledge repository and worked with IBM Watson Teams to formulate AI Chat Bot that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
Application Support AnalystJ.P. Morgan - Mumbai, India05/2011 - 04/2012
  • Provided 24/7 support for MShare(web- and client-based application), file and data feeds and batch processes to prevent impact to the business.
  • Functional and Technical support - Root Cause Analysis, Bug Identification, Providing Workarounds, Advising on Setup Changes
  • Collaborated with developers, analysts, project managers to expedite incident resolutions.
  • Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
  • Assisted QA and UAT teams during application upgrades to test application functionality.
  • Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
  • Prepared JILs(Job insertion language) for Autosys jobs and promoted to production.
  • Documented procedures and processes and shared information with appropriate stakeholders.
  • Maintained issue log and repository for tracking purposes.
Senior Software EngineerWipro Technologies - San Jose , India, CA10/2006 - 04/2011
  • Techno functional consultant/Onsite Co-ordinator for 7 member team in Cisco post-sales(customer-facing) Production Support & Maintenance Engagement
  • Provided on-site support for Oracle EBS Modules like Order Management, Returns, Business to Business(B2B) and other custom tools
  • Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback and was critical in winning this test support project for Wipro
  • Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone
  • Analyzed and troubleshot integration issues related to system configuration, data and workflows
  • Responsible for Functional and Technical testing of new enhancements and fixes being done by Dev teams for the related modules
  • Collaborated closely with end users providing assistance on issues (support tickets), and handling Client escalations
  • Attended weekly improvement forums and PIR meetings to review incidents and suggest improvements
  • Performed disaster recovery testing to guarantee business readiness following fail-overs
  • Transitioned offshore team on various functional modules, conducting weekly track meetings to address critical issues and new developments
  • Documented procedures and business processes and shared information with appropriate stakeholders.
Accomplishments
  • Received Outstanding Achiever Monthly and Quarterly awards at RBS for contribution to Production stability and Tech Debt Reduction
  • JP Morgan ‘Applause Card' in recognition of the contribution and support provided to business users during application release
  • Wipro FIMC(Feather in my cap) Award from Wipro in ‘Cisco Production Support' for contributions towards the ‘Oracle Order Management' module stability
  • Client appreciations at Onsite for ‘Cisco B2B Partner Onboarding', was critical in winning this project for Wipro
Education
BE: Electronics & TelecommunicationsPriyadarshini College of Engineering And Architecture - India2006
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Resume Overview

Companies Worked For:

  • Royal Bank Of Scotland
  • J.P. Morgan
  • Wipro Technologies

School Attended

  • Priyadarshini College of Engineering And Architecture

Job Titles Held:

  • Team Lead- Support/Enhancements Team
  • Application Support Analyst
  • Senior Software Engineer

Degrees

  • BE : Electronics & Telecommunications

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