Jithu Thulasi Chand

• Actively involved in the digitization of the bank which included the launch of a family-oriented banking super app.
• Facilitated seamless communication via Confluence with multidisciplinary teams through regular meetings & status report updates.
• Developed & maintained comprehensive project test plans & scripts through user stories using Jira, achieving a 98% test coverage and reducing defect leakage by 20%.
• Ensure timely completion of SIT, QC & UAT for assigned projects.
• Develop & maintain reports related to project status, milestones achieved, risks involved, mitigations planned & change requests.
• Ensure project deliverables meet the expectations of business objectives, budget, quality & timing.

• As a Business Continuity Champion (BCC):
o Prepare BIA & BCP procedures to ensure organizational resilience.
o Raise awareness & educate staff about BC policies through regular workshops.
o Serve as a liaison between the team & the BC coordinator, thereby ensuring effective communication & alignment with continuity plans.
o Regularly assess & enhance BC plans based on feedback & lessons learned from past disruptions.

• As an Active Operations Management (AOM) Lead:
o Proficient in monitoring operational processes, identifying areas for improvement & implementing solutions to enhance productivity & overall operational efficiency.
o Skilled in coordinating with cross-functional teams to manage resources, reduce costs, streamline workflows & ensure compliance with industry standards.

• Continued to handle all activities done when being a Project Associate.

• Maintain audit reports & ensure all audit action items are closed within the agreed timelines.
• Maintain up-to-date SOPs & relevant policies.
• Compile & present monthly KPIs & KRIs for CXO meetings.
• Involved in day-to-day BAU activities related to transaction authorization in core banking, processing UAE Central Bank ATM & POS settlement files & dispute processing.
• Manage the entire card delivery logistics by coordinating with multiple courier services providers, ensuring 100% SLA compliance with over 95% TAT.
• Involved in vendor & contract management, invoicing & customs-related documentation.

• Assisted in the design and development of project deliverables including test scripts, presentations, & reports.
• Provided technical support throughout the life cycle of a project by troubleshooting any issues that arose during development & implementation stages.
• Coordinated with external stakeholders for UAT & release of scheme mandates for ecommerce acquiring business.
• Reported regularly to managers on project progress & technical problems.

• Project Management & Compliance:
o Responsible for the maintenance of project management standards & process.
o Continuously evaluated projects to ensure they met the requirements & deadlines.
o Involved in the SIT, UAT, regression testing & timely execution of technology-driven projects.
o Certified BINs for acquiring & 3D Secure services.
o Registered PSPs for PCI & AOC in card schemes on a yearly basis.
o Managed system enhancements related to cards - Prime, Online Authorization & Postilion.
o Conducted periodical system check of core banking.
o Reviewed KRIs & system user access monthly as per bank audit requirements.
o Prepared & deployed scheme compliances in Prime, Postilion & ATMs as per stipulated timelines.
o Tested & executed Central Bank of UAE & Kuwait mandates as required.

• Omnichannel Solutions - Ecommerce & POS:
o Configured and installed POS & kiosks at various merchant outlets.
o Designed & developed a completely new payment module in core banking systems for processing merchant payments.
o Configured and registered merchants on sandbox & production MiGS and for 3D Secure services.
o Reviewed merchant websites for mandatory website requirements as outlined by card schemes.
o Collaborated with various stakeholders to develop new acquiring risk & settlement process.
o Formulated various product policies & presented technical demos on MiGS & Prime.

• Fraud Investigation:
o Investigated suspicious transactions across ATMs, POS, ecommerce & digital wallets.
o Studied ATM footage & necessary actions taken to handle suspected ATM/card fraud.
o Identified potential risks by conducting thorough investigations, analyzing transaction patterns, developing new fraud rules & constantly revamp existing rules.

• Credit, Debit & Loyalty Cards:
o Involved in various card-related activities for UNB UAE, UNB Kuwait & UNB Egypt.
o Implemented core banking system enhancements for day-to-day BAU processes.
o Managed loyalty points earning & redemption using Mastercard Rewards System (MRS).
o Managed DBMS & technical functionality of Matica S7000 & ZT20 card production machines.

• Bank Merger:
o Involved in the bank merger activities of UNB with Abu Dhabi Commercial Bank (ADCB).
o Rebranded UNB systems to ADCB systems & implemented VDI.
o Migrated UNB debit cards & core banking CASA accounts to ADCB Base24 and customer data from Prime to Way4.

• Configured new merchants in CyberSource & MiGS for special services - MOTO, Recurring & Tokenization.
• Assisted merchants with technical integration of their webstores with CyberSource & MiGS using SOAP & secure APIs, Magento, Shopify, etc.
• Registered ecommerce merchants for 3D Secure services.
• Assisted merchants with payment issues & provided specialized reconciliation reports.
• Reviewed merchant websites for mandatory website requirements as outlined by card schemes.
• Enrolled MIDs in 3D Secure for eDirham & Etisalat Payment Gateway Services (Comtrust).
• Managed operational work related to merchant application processing, KYC & bank accounts.
• Worked with various PSPs like Telr Payments & Payfort (an Amazon company) to understand the market trends for improving online business prospects.

• Omnichannel Solutions - Kiosk & POS:
o Programmed Verifone kiosk & POS terminals for various industries.
o Established Worldline terminal connectivity with SIX Payment Services for hotels.
o Encryption-key programming activities for ADNOC, Carrefour & Airport Duty Free pinpads.
o Configured BINs, EPP services & ECR solutions for exclusive business models.
o Managed merchant profiles on Prime, TMS & Postilion.
o Collected & updated information in various DBMS for audit purposes.
o Addressed and resolved technical issues & trained merchants to use POS, cards & DCC services.

• Bank Merger: Involved in the analysis & data mapping for various systems migration from NBAD to First Gulf Bank (FGB) to form the new banking entity - First Abu Dhabi Bank (FAB).

• Designed websites and managed web hosting ISP servers, Microsoft Exchange, FTP & Print servers.
• Scheduled and implemented efficient LAN & storage solutions for backup & DR for a company with over 50 staff.
• Conducted maintenance and QA of Fujitsu scanners, HP printers & scanners for NBAD.
• Maintained network documentation & SOPs and processed RFQs for various products.
• Managed Microsoft Exchange & FTP servers through VPNs.
• Optimized software and OS by applying updates, patches, latest firewall rules & virus definitions.
• Provided remote & on-site customer support for local construction companies.
• Addressed customer queries related to software use, system bugs & hardware issues through timely troubleshooting.
• Conducted research into emerging technologies to recommend improvements or upgrades.

• Managed Microsoft Windows servers through remote services.
• Assisted staff by troubleshooting file/folder sharing & web browser issues.
• Configured and managed OS & Office apps.
• Ensured smooth functioning of LANs & email management.
• Installed Microsoft Windows service packs & maintained up-to-date virus definitions.
• Maintained existing hardware & software with scheduled updates & patches.