Jatin Waghela

Altisource is a top US mortgage servicer servicing 3 million loans and planning to double the numbers in coming years.

Department: Loan Resolution Processing and Underwriting, Customer Contact Center

Technologies: Java, Unix, BMC Remedy, CA Service Desk, JIRA, Apache, Tomcat, Oracle, App Dynamics, Zabbix

Tasks
1. Environment and code level L2 support to the real time online suite of applications ensuring 24/7 coverage
2. Driving Incident, Change and Problem Management. Release Management
3. Service management including process optimization and automation
4. Project management with resource constraints
5. Customer relationship management and continued service improvements

Accomplishments
1. Travelled across the customer locations in US and India on various customer engagement initiatives
2. Introduced report automation and created dashboard around application monitoring
3. Enhanced customer experience by streamlining the issue reporting process
4. Ticket trend analysis and identifying improvement areas
5. Awareness on the enterprise technologies in the team

MSCI, largest indices provider company, acquired RiskMetrics, adding a world leading risk management and portfolio management service under its banner. Major applications include RiskManager, Wealthbench, Managed Services, Credit Manager, and Web Services Plus One.

Department: RiskMetrics - Application Management - Env & Prod Support

Technologies: Java, Unix, Salesforce, JIRA, LDAP, XML, Apache, Tomcat, Autosys, JMX, FTP/SFTP, SVN, Oracle, MS SQL, Nagios, OpenNMS, SCOM, Enterprise Manager, Webex, LiveMeeting, Windows server mgmt.

Tasks
1. Environment and code level L1/L2/L3 support to the real time online suite of applications ensuring 24/7 coverage
2. Interact and coordinate with the teams spread across the globe for environment, incident and release management
3. Facilitate incident and release management end to end and driving weekly status calls
4. Stakeholder management & active follow up on the issues and problem
5. Perform RCA and ensure best practice implementation through documented SOP
6. Environment analysis to ensure smoother functioning of client processes

Accomplishments
1. The efforts put in by the team could be seen within months of onboarding in the form of reduced incident count and the number of fixes
2. Being the oldest and the first member of the team I have come up with many process and application related automation and documentation
3. Being a new team, it was difficult to get started and find resources. Streamlined onboarding process so as to assist new joiner in settling down in the team in the fastest possible way

Liquidity Management involved the concept of Sweeping and Pooling between accounts and is only meant for major Banks or FI to invest their treasury reserves in global markets in the form of Time Deposit units. Treasury carries a high visibility and is critical to the Bank for its high revenue generation capabilities.

Department: Treasury - Liquidity Management - Application & Prod Support

Technologies: Java, Unix, Peregrine, QC, XML, Apache, Weblogic, Autosys, FTP/SFTP, Oracle, MS SQL, Nagios, Enterprise Manager, Webex

Tasks
1. Managed a team of 4 and responsible for coordinating with downstream applications, release deployment, defect management and batch jobs. Also associated with resource allocation and project scheduling
2. Support the rollout of the Liquidity Central product across the globe. The product was then installed, active and stable only most of the ASIAPAC and EMEA
3. Support QA, UA and PERF testing with minimal TAT, release management, facilitate batches for data migration and application maintenance, automation for process improvements and documentation on the standard procedures

Accomplishments
1. A certified FRO (Floor Response Officer) responsible for fighting emergencies in the office and in the surroundings
2. Brought in efficient ways to cope up with daily activities by introducing automation and utilities
3. Could implement learning from past projects to enhance user interface
4. Played a key role in setting up release management framework in the project
5. Proactive nature was well cited by manager in the form of monetary benefits and higher role and responsibilities in the team

Infosys accomplished end to end maintenance and support of various retail banking products of Bank of America. The enhancements are rolled out in as initiatives and demand complete SDLC activities right from requirement planning to post install support. Apart from this, there were also analysis/migration type of projects that ensure seamless transition to new products while sun setting the outdated ones.

Department: Bank of America - Banking and Capital Markets

Technologies: Java, J2EE, Web services, SOA, Websphere, Struts, JSP, Servlets, EJB, Eclipse, Toad, Ant, JavaScript, QC, VB, Project Management

Tasks
1. Responsible for audit activities and defect prevention activities for risk mitigation. Conducted audits at portfolio level
2. Participate in the Requirement Analysis and sign off the requirements as application expert
3. Preparing SOP, BRD, HLD, LLD, coding, test planning, UT, CIT, reviews and doing POC/feasibility study. Additionally, performed project planning, scheduling and tracking for most of the initiatives.
4. Front end launch Routine involved follow up on the defects/issues on new front end developed by vendor, trace the defect, propose and implement the solution after discussions with bank VP and facilitate end user testing of the functionality
5. Implementation of Norms Worked on various initiatives like Know Your Customer - KYC, Anti Money Laundering - AML, Customer Identification Program - CIP & CIR, Basel II and Anti-Predatory Lending, that implemented acts and norms laid down by Central Banking Authority
6. Loans and Lines of Credit Handled project to introduce cross selling of credit cards with the loans and lines of credit. Job was to provide a new cross-sell credit product to the high yield customers of the bank.
7. Check Truncation Option Task was to eliminate the use of paper statements and instead, introduce electrification of statements, check images and customer documents.
8. Debit Cards BPM - Created a completely reusable business process model for Infosys on debit cards so as to assist the pre-sales teams in providing optimal statistical data to prospects. This data helped to prospects to clients by providing high level estimation and by providing a prototype of the finished product

Accomplishments
1. The completed projects were delivered to the client with zero defects and the project achieved CMMI level 5
2. An active member of the Team Building Activities association for Infosys in order to help team-mates know each other well and inculcate a feeling of a team
3. Front end launch Single handedly coordinated a project and interacted with senior management to get this project from status red to a sustainable amber
4. Loans and Lines of Credit In spite of very complex design requirements and stringent timelines, the design was completed well ahead of time and got client appreciation
5. Check Truncation Option Got client appreciation for the quality of deliverables; $4M was the savings to bank by 2008 end
6. Debit Cards BPM - Gained expertise in the areas of debit and credit cards. This model turned out to be a flagship Infosys processes targeting an effort savings of 50% at requirement analysis and design stage; and 40% at testing stage.