Support Lead
Standard Chartered Bank GBS Pvt Ltd
Total years of experience :16 years, 6 Months
Deliver cost-effective IT service & target 99.9% systems availability with agreed SLA's.
Making sure that the ITIL processed like Incident Management, Problem Management & Change Management are adhered.
Identifying and implementing continuous improvement initiatives including process and technical tools
Production Support & BAU IT Operations.
Responsible for allocation of work with advice, coaching and training to enhance the expertise of individuals and the team where I'm required to set work objectives and manage performance of the team.
Lead effort in providing capacity planning, contingency planning (BCP/DR), IT project management, change management, configuration management and other ITIL related disciplines
Responsible for the development, review & certification of all back-up and Disaster Recovery Procedures & Plans.
Provided hands-on technical governance on all aspects of production support.
Mentor L2/L3 ticket handling & extend technical support
Involved in technical Audit of the application conducted by both in built and vendor Audit/Quality check teams
Perform Spot checks on incidents and Service requests for review.
Responded to service tickets and service requests within established time-based requirements.
Excellent Coordination in project activities and ensure that all, project phases are followed and documented properly.
Involved in UI review with UI architect and Business Unit
Involved in complete SDLC - Requirement Analysis, Development, System and Integration Testing
Debugging and Production Support
Fixed bugs and provided support services for the application
Involved in analysis, design and development.
Highlighted GAPS and fixed before it goes live.
Resolving ticket L3 - Technical issues
Helped create interactive prototypes and UI specifications, including screen layouts, color palettes, typography, and user-interface elements.
Design and development of solicitation to collect property data, based on JSP/PHP pages and customization of solicitation as per customer needs.
Worked with production team to implement UI and create enhancements to optimize user experience.
Identified user needs and business requirements and communicated design deliverable, such as mock-up
Developing and maintaining dynamic pages using JSP/PHP
Development and Design of Web User Interface components such as JSP by using HTML, CSS and JavaScript.
Developed user accounts.
Development of Client Side validation scripts using JavaScript.
Involved in system integration and user acceptance testing.