Suprita Nayak

Wipro is handling the Commercial Banking part of LBG (Lloyds Banking Group) providing support to various applications related to Payments placed by users like Intellect Fund Transfer, Webseries, Accounting Hub where payments are being placed, approved on validation or rejected if condition are not met.

Roles and Responsibilities:

• Demonstrate ownership, follow-through with customers and drive issue to resolution within SLA.
• Works closely with the Product owner, Business Analyst and the Client Engagement team to prioritize the production issues impacting highly to the customers.
• Recreating and testing the issues in QA region to find out the root cause.
• Actively involved in understanding business requirements, functionality and business terminologies.
• Working on designing and modification of Card replacement order as per the database solutions & UI.
• Employing Scrum methodology for effective management and successful execution of the enhancement tasks.
• Preparing DTD (Detail Technical Design) and proposing for Code Change.
• Spearheading cross functional team comprising developers, testers and prod support which has been a key contributor in increasing the Commercial Banking Customer satisfaction record with a baseline score of 72.2pts to 79.6pts and 90.28% of users to 94.75%.
• Executed training for the Team on application, Processes and usage of systems.
• Reengineered screening process increasing the team's Productivity from 40% to 60%, reducing the piling up enhancement and test Jiras before the Business release.
• Post Business release supported the project with any upcoming production issues.
• Interacting with multiple vendors outside the organisation for analysing the issues found in the application till the fix deployed in production region.

HCL is providing support for various UBS’s financial applications related to Wealth Management in US like application related to Supervisory System used by Branch Managers, Automatic Account Transfer and Payment.

Roles and Responsibilities:

· Knowledge of assigning and resolving tickets with working on Incident Management in the ticketing tool like Service now and providing on-call production support.

· Provided 24*5 support for SEV-1 issues related to Payments stuck and Server downtime.

• Analyzing and resolving Production issues and fixing different types of batch abends while documenting and following up on all issues.
• Ensuring the assigned applications are available and operational before the Business hour starts.
• Configure platform installation if needed.
• Setting up scheduled production runs ensuring the appropriate databases, files, batch and documentation are available.
• Analysis of Unix scripts, Oracle backend packages and procedures, scheduling of jobs and analysis in case of any failures
• Escalating incident to other teams whenever required with daily database health check.
• Proactive interaction and coordination with Onsite coordinator (ONC) for a smooth deployment, change management and production issues.
• Provide SME support for Technology Operate team to address production outages.
• Driving the Yearend processing, which is the most critical process in the Banking system

Identifying all the repetitive and mundane activities done by each team and explaining the process to the central SOE team for automation which reduced 40% of manual application health check time.