L MURALIDHARAN

• Leading Investment Bank, Stability Team
• Client - Leading Investment Bank, Finance Systems,Stability Team
• Analyzed incidents and identified themes impacting stability of finance applications in the areas of feed delays, application issues, infrastructure issues, capacity issues and setup programs/process for 145 applications
• Setup Incident/Problem/Change Management KPI and monitoring and reporting of the KPIs to teams and upper management
• Coordinated design and development of dashboards with Power BI , Servicenow and Python
• Established a team, in an onshore-offshore model,implemented training programs for new joiners
• Development of supervised learning model for incident classification
• Process Lineage discovery and dashboards using Celonis Process Mining for feed timeliness KPI monitoring and linking of applications in Celonis for end to end monitoring
• Improvements to feed onboarding process to ensure agreements are in place before going live with upstreams and downstreams

• Provided global support/service management in ‘Follow the Sun’ model – Application Support, Incident/Problem/Change Management/Knowledge Management from Bangalore and Salt Lake City for Reference Data( Product, Pricing , Accounts , Entities ), Regulatory Reporting( Trade, Transaction and Orders and Execution reporting to various jurisdictions including MIFID2), Reconciliation( Intersystem , Nostro & Depot Reconciliations , street side reconciliation across multiple asset classes)
• Optimized support and monitor enhancements via adoption of internal tools for alert handling, ML based correlation, and reduction of unconstrained access to production
• Saved 5 headcounts, reducing support time 600 hours, by implementing automated alert handling, converting repeated user requests to self-service
• Streamlined communication and engagement by initiating ‘White Glove’ service for business areas
• Enhanced monitoring and proactive problem management through proactive change reviews which reduced incident MTTR
• Eliminated long-standing issues by cross-functionally collaborating with operations, engineering and support, obtaining sponsorship from senior MDs
• Implemented ML anomaly detection of EMS message consumption, job run times, and disk space usage, cutting noise alerts 60%
• Achieved 60% reduction in high severity incidents by improving stability of regulatory and reconciliation applications
• Designed and implemented communication model for MIFID 2 go live which is being used for major market events
• Off-loaded tasks from application specialists to help desk team by increasing knowledge management articles by 50%
• Implementation of Grafana based monitoring for SLO , critical business process monitoring
• Disaster recovery test planning , review and fixes for issues encountered
• Holiday Processing Automation
• Business and Technology senior stakeholder management via monthly meetings and weekly catchup with one level down stake holders

• Trusted advisor to stakeholders in optimizing global support and service management in ‘Follow the Sun’ model, from application support to incident, problem, change, and knowledge management
• Automated and monitored support enhancements, implementing fungible resources
• Facilitated transition of service to India from other locations
• Reduced manual support hours 98% by automating tasks and optimizing alerts, while continually evaluating further opportunities for service improvement
• Decreased high severity incidents 80% via proactive change reviews, problem management, and enhanced monitoring, documenting recovery steps
• Successfully executed High Availability / Disaster Recovery, Sustained Resiliency, and Business Continuity Plans
• Implemented FATCA regulations for internal liquidity and account management application
• Implemented DevOps to enable continuous integration and delivery.

• Built Service Availability Management (SAM) Regional Team providing central incident / Problem / Change Management/ Knowledge Management service managing 35 internal resources and 10 vendor resources, facilitating internal and external audits, and building strong stakeholder relationships
• Interfaced with Monetary Authority of Singapore, Japan FSA and other regional compliance teams for regulatory reporting
• Successfully executed business continuity plans
• Coordinated six-month migration from disparate incident, problem, change, and knowledge management and configuration to ServiceNow, developing migration test cases, functional mapping, and reporting
• Established Command Centre to enable real time visibility of systems health, managing infrastructure and business applications as well as crises resolution
• Initiated knowledge byte sessions and business application training to increase SAM team skill and reduce number of PM calls 33%
• Insourced vendor resources for recruitment, training, and infrastructure setup functions.

• Delivered 24/6 support to reconciliation suite of applications covering incident, problem, and change management with managed service provided by external vendor
• Trusted advisor to stakeholder management and Single Point of Contact (SPOC) for IT applications for business
• Provided IT co-ordination for business centralization initiatives
• Managed migration of service from end-of-life hardware and software to provide additional capacity for 20-year-old key nostro / depot reconciliation application
• Enabled straight through processing (STP) by developing detailed non-functional requirements and partnering in IT design for implementation of vendor’s new product version
• Implemented wargames and recovery scenarios to reduce MTTR during incidents
• Developed detailed processing plan for potential Greek exit which became template for back office application
• Initiated knowledge management process improvements within vendor team to guard against attrition and facilitate handover between application development team and production support.

• Managed Enterprise Service Hosting- Directed global engineering team in design and development of PaaS for TIBCO BPM (iProcess) and Enterprise Service Bus (ESB) which grew from two hosted applications in 2007 to 60 applications by 2010
• Included provisioning automation, releasing pipelines across environments, baseline monitoring tools, and integration with TIVOLI and ITRS Geneos
• Devised monitoring framework with TIBCO Hawk and integration with firm-wide event monitoring system
• Project received Best Cross Silo Teamwork award in DB Global Technology Organization Awards with Project Orinoco (deployed on the platform) winning Best STP Achievement award in European Banking Technology Awards
• Established Knowledge Centered Support methodology to successfully transition production support from vendors to support teams within one month
• Integrated TIBCO iProcess with corporate single sign-on system to enable integration with applications and simplify user access
• Managed Vitria communicator version upgrades, providing consultancy, design, and running of migration tools to support multiple Use case.

• Joined as a support team member and rose to global support manager
• Managed 24/7 service and support for mission critical enterprise-wide application messaging and integration toolkit, including internal and vendor resources
• Cultivated strong relationships with stakeholder management as well as consultancy on application architecture and platform management to development teams
• Managed all aspects of outsourcing production support to external vendor, from selection and KPI/SLA definition to ongoing service monitoring and knowledge transfer
• Implemented J2EE integration for messaging products and best practices
• Designed and implemented JMS wrapper for non-JMS interface messaging product.

Technical Design and architecture of the system, analysis of performance impact of the design, technical approval of logical design of Oracle based application(Designer/Developer/Database) of a customer service system to provide booking , cost control and operations management.

• High Availability Design using technologies such as Oracle Parallel Server, IBM HACMP/ES
• Managing a team of DBAs, Senior Analyst Programmers
• Design of configuration management procedures for controlling the application development using Oracle Designer 6i.
• Developed the the technical requirements section of the invitation to tender for People Soft Financials implementation
• Development of Performance Benchmarking Java client scripts
• Development of technical guidelines to avoid compliance issues and guidelines to identify potential problems in the existing programs for Y2K
• Vendor product version compliance check and subsequent version upgrades for systems ( oracle version, coda front end)
• Technical Project Management of the external vendor resources
• Upgraded Coda Financial system to the Y2K Compliant version and performance tuning of the package
• Developed corporate standards for C/Pro*C , Oracle PL/SQL, Oracle Forms programming

• Development of Oracle and Ingres based applications using C and Oracle tools
• Products for the manufacturing industry
• Customer support and product installation, enhancements and bug fixes