Suresh Ampanna

1.

Company: Lloyds Banking Group

Role: Lead Support Engineer

Period: Jun 2014 to till date

Domain: Wealth Management

Project Summary:

Lloyds Banking Group is one of the UK's largest financial services organizations. The project encompasses numerous applications related to UK Private Banking customer servicing, including Asset Management, tax returns for trustees, and booking appointments with Schroder Personal Wealth advisors. The applications are as follows:

1. Asset Management Service: Supports UK Private Banking investment products and generates client outputs such as SOFA statements, valuations, and income listings.

2. Trusts & Estate: Assists in the accounting and management of LBG Bank-appointed trust accounts. Clients appoint Lloyds Banking Group to own, administer, monitor, control, and make decisions regarding the assets in the trust on behalf of the identified beneficiaries.

3. Mayfair System: Provides information to UK Private Banking colleagues to support relationships with Private Banking and Key Client Ultra-High Net-Worth clients.

4. Individual Saving Account (ISA) and PEPS: Used for investment accounting and administration of ISA and PEPS portfolios.

5. Relationship Management System: Collects and manages personal and financial data related to private banking clients.

6. Wealth Referral Journey: Facilitates booking appointments with Schroder Personal Wealth for financial advice.

7. Wolters Kluwer Trusts Tax: Produces tax returns and supports online filing to HMRC.

Responsibilities:

• Company Overview: Lloyds Banking Group is one of the UK's largest financial services organizations
• The project encompasses numerous applications related to UK Private Banking customer servicing, including Asset Management, tax returns for trustees, and booking appointments with Schroder Personal Wealth advisors
• Leading a team of 15, including both onshore and offshore resources, consisting of partner and permanent staff
• Managing incidents and problems by supporting incident resolution and maintaining system health
• Addressing major/high incidents to recover and restore applications
• Overseeing the Service Introduction process for new applications or any development changes into the production environment through gateway processes
• Implementing the Change Management process to assess external infrastructure and application-owned changes, ensuring no impact or outage to application services
• Monitoring and supporting critical processes like deal placement before the cut-off time, BACS and SDEP generation, RMP jobs, and MIFID job
• Supporting overnight batch processing, including banking date changes, interest accrual, audit reports, and more
• Remediating failures promptly to complete the batch within the SLA
• Monitoring and supporting incidents triggered by Dynatrace, Tivoli, and Splunk
• Monitoring and reviewing SSL certificates used by SOAP API, REST API, and Intersystem Cache
• Supporting regulatory projects like FATCA, MIFID, GDPR, and RMP
• Facilitating infrastructure migrations, such as from Windows 2012 to Windows 2022 and from SQL Server 2012/2014 to SQL Server 2022
• Supporting application migrations from Visual Basic 6.0 to .Net Core and from Open VMS to Intersystem Cache
• Developing and reviewing code for service improvements and supporting tests through route-to-live environments
• Ensuring application availability, reliability, and stability with 24/7 on-call support
• Creating run books, service operations, and technical documents in Confluence, as well as knowledge articles in ServiceNow
• Supporting the development team with application functionality and behavior for future projects and functionality improvements
• Actively participating in bi-weekly maintenance and monthly patching activities to upgrade and enhance the performance of servers and services
• Presenting the technical support team's performance by providing incident stats, call-out numbers, and service improvement updates to business colleagues, service managers, and the Technology Platform Lead in various meetings
• Preparing documents on functional and technical knowledge acquired through experience, as needed
• Coordinating with third-party suppliers for pricing files or incidents related to third-party-provided applications like Trust Tax

2.

Client: Lloyds Banking Group

Role: Onsite Support Analyst

Period: Jan 2009 to May 2014

Domain: Insurance

Project Summary:

Lloyds Banking Group is one of the UK's largest financial services organisations. Project consists of application that sells home insurance policies to UK customers, it has two applications, Ecommerce a web-based application and ISIS (Integrated System for Insurance Sales) which is call centre application to manage customer calls and process quote generation and payment for it. Application had around 300+ users

Responsibilities:

• Company Overview: Lloyds Banking Group is one of the UK's largest financial services organizations
• Project consists of application that sells home insurance policies to UK customers, it has two applications, Ecommerce a web-based application and ISIS (Integrated System for Insurance Sales) which is call center application to manage customer calls and process quote generation and payment for it
• Engaged with LBG client for scope of applications, follow due diligence during knowledge acquisition phase and provide the playback
• Built Technical support team at offshore and provided secondary support and primary support
• Provided functional and technical support to business users on efficient and effective use of the application in fulfilling business objectives
• Collaborated with 3rd party and Onsite teams for externally hosted .net web applications involving in release to production environment
• Investigate Priority 1 & 2 (P1 & P2) incidents ensuring regular communication is provided to IT management and end users where appropriate
• Customer management and Escalation handling from different regions as part of day-to-day activities
• Worked with the Business Analysts and Developers in identifying and proposing application system changes
• Captured production workloads and assessed the impact of system changes on these workloads before production deployment
• Worked with Onsite/offshore partners to ensure product compliance and stability
• Analyzed existing tracker and initiated automation ideas to Development team to make application more user friendly
• Involved in End-to-End release process and Change process as part of release
• Major incident management and Problem management using Service Manager (SM7) tool
• Liaising with and assigned issues to other teams within IT and third-party support providers as appropriate
• Coordinated with multiple teams and vendor to work towards restoring services
• Prepared weekly and Monthly reports as per client requirement
• Involved in Maintaining Process adherence and Quality control

3.

Client: Nationwide, USA

Role: Developer

Period: Oct 2006 to Dec 2008

Domain: Insurance

Responsibilities:

• Travelled to US and got knowledge transfer on 10+ application mainly used inhouse
• Provided playback on the knowledge gained and got sign-off to continue from offshore
• Worked on various development work using VB6.0 and ASP
• Supported SIT and UAT testing and fixed defects

4.

Company: OSTPL, India

Role: Developer

Period: Jul 2003 to Sep 2006

Domain: Time Management

Responsibilities:

• Worked under senior developer and development application used for time management
• Interacted with many client using time management system and resolved issues