GYAN BHASKARAM

Contact : +917738023347 E-Mail : gyandeo@outlook.com

Expertise in Service Delivery /Application Management/Operational Support:service Lead with exposure in ramping-
up projects within defined SLA & quality parameters, application support and business continuity management.
“Capability to quickly understand business/functional requirements and apply system business logic to solve
complex problems

ǁ Career Summary ǁǁǁǁǁǁ

 High-energy, focused IT professional with 9.4 years of experience (3.5 years of Onsite expr: SG & SWISS) in
Application Management, Production Support, Transition (Offshore/Onshore) for Financial services in Legal and
Compliance domain.
 Extensive experience on Incident, Problem and Release Management.
 Resolving incidents and requests after carrying out detailed investigation, escalate incidents and/or requests to
development team as appropriate, address IT specific problems through root cause analysis, carry out change
deployments in production, plan, implement and track status of key BCM events and participate in continuous
service improvement initiatives.
 Strong stakeholder management skills with main focus on continuous service improvement, consistent delivery
and stability of production.
 Expertise in providing technical and process leadership to multiple teams & projects to help ensure applications
are integrated and adhered to defined principles & standards.
 Proficient in managing high-severity incidents to ensure service availability with minimal delay and impact
towards ensuring smooth operations of an infrastructure environment
 Capabilities in extending high-end technical support on various servers and ensuring high operational efficiency;
rendering services as an escalation gate to resolve critical issues of the team members

ǁ Core Competitions ǁǁǁǁǁǁ

Project Management Problem Management Stakeholder Management

Production Support Resource Planning Change Management
Functional Consulting Team Management Vendor Management
Release Management

ǁ Work Experience ǁǁǁǁǁǁ

UBS Business Solution Center India 24-Sep 2018 – till date
Authorized Officer

 Managing entire operational support and ensuring optimum utilization of available resources.
 Managing onsite/offsite support and incident analysis and solutions
 Lead production floor and manage Vendor team of around 30 people at offshore.
 Drive Automaton and reduce manual work using tools like Automation Anywhere, NIA, Splunk, Appdynamics etc.
 Develop and provide reporting on Application performance, service level agreement, incident and problem
management
 Provide first level people management responsibilites including hiring and performance management.
 Track, measure and report key performance indicators to monitor team performance and identify opportunities
for continuous improvement.
 Partner with Development team to develop efficient production support management.
 Work with various team to ensure business work requests are delivered with zero impact.
 Manage and support RPA process using Automation Anywhere Tool, Activities involved BOT running, BOT
configuration, UAT testing, Requirement Gathering and post production support.
 Handled multiple implementation of Automation Anywhere tool like Application Front end HC automation, Data
extraction automation.

Infosys Ltd Dec 2009 – 21-Sep 2018

Senior Associate Consultant

Key Result Areas:

 Managing entire operational support (planning, implementation, & configuration) with a view to achieve business
objectives and ensuring optimum utilization of available resources; managing onsite/offsite support and incident
analysis and solutions
 Working closely with customers on the technical requirements to provide solutions; identifying requirements
including details vital for service definition using technology solution document
 Collaborating with the client onsite /business users for new requirement and for their BAU; facilitating discussions
on real business cases with the client & their business users
 Supervising smooth implementation and health check of the application and extending post release & application
maintenance support to the client
 Supporting multiple teams and projects simultaneously while creating clear & organized functional requirement
and design specifications that cater to multiple audiences such as clients, developers, quality assurance personnel,
and management
 Providing functional & technical support in Functional, Integration, System, Performance, Regression testing
 Providing status to stakeholders and working with vendors to review the design/fix/enabling for production
deployment
 Own communication for Incidents (SLA breaches, Application Major Incidents) and responsible for
communications with management
 Coordinate recurring issues and ensure long-term resolution through proper Incident and Problem
Management
 Facilitating the sessions with Subject Matter Experts/Business Owner and understanding & mapping the business
process/requirements & documenting the Business Requirements/concern(s) and pain areas
 Rendering services as a Learning Coach; recruiting, developing, implementing, & executing training programs for
resources to drive continuous improvement in technical competencies.

Highlights:
 Received two spot awards:
 For proper handling of a major application production release and upgrade.
 For smooth on-Boarding of a set of application.
 Build proactive problem management process and lead the implementation of NIA (Artificial Intelligence based
product) in day to day production support issues.
 Met deadlines & Turnaround Time (TAT) without compromising quality and adhering to Service Level Agreements
(SLA); supervised delivery; provided prompt post-implementation support

ǁ Education ǁǁǁǁǁǁ

 BTech. from HNBGU in 2009 with 74.4%

 12th from Gyan Niketan, CBSE in 2003 with 70%
 10th from Gyan Niketan, CBSE in 2001 with 77%

ǁ Technical Skills ǁǁǁǁǁǁ

Ticketing Service Now, Remedy

IT Monitoring Netcool

Compliance Monitoring Actimize and ZL Unified Archive

Reporting Business Objects XI

 ETL Informatica 10.x/9.x/8.x/7.x

Deployment SRL Web, Warp and Taser

Database Oracle, Toad, DB Artisan and SQL Advantage, MS SQL Server

Tableau
Data Visualization Tools

Scheduling Tools Autosys, Unix Cron Utility, Windows Scheduler, BO Scheduler.

Others Tortoise Subversion, Github

Certifications:

 PRINCE2 Foundation and Practitioner.

 ITIL V3 Foundation

ǁ Personal Details ǁǁǁǁǁǁ

Date of Birth: 12.04.1986
Languages Known: English & Hindi
Address: E 402 ,Greenland Society,Rahatni Pimple Saudagar, Pune
* refer to Annexure for Project Details
ǁ Projects ǁǁǁǁǁǁ

Project Title Legal and Compliance IT and Support Services

Client UBS Switzerland
Location: Singapore, Zurich,Pune

Technology: Unix, Oracle, Sybase, MS SQL, Windows Server, Java, Autosys, Informatica, Actimize, ZL Technologies.

Role: L2 Support, Operations Lead, Problem Manager, On Boarding Manager.

Responsibilities:

 To provide L2 application support for the LCIT applications using ITIL methodologies – Incident
Management and Problem Management.
 To manage operations during APAC/EMEA/AMER business hours, act as an escalation point of
contact during crisis situations and work with development, infrastructure and business teams to
resolve incidents within agreed SLA time to avoid any impact to business.
 To provide regional support to High priority users/Auditors which is part of LCIT applications.
 To oversight and control the changes which are being introduced in system through Release
Management process to avoid any business impact and to ensure that Regulatory requirements and
deadlines are met.
 Lead and drive service improvements and implementation of Automation using tools like
AUTOMATION ANYWHERE & SPLUNK.
 Develop , manage and present daily and monthly reports using Tableau and Service Now
Problem Management:The key responsibilities include:

 To perform Post Mortems for serious issues.

 To chair and facilitate production problem review meetings.
 To work with support teams to identify new requirements and initiatives to ease support teams
daily operations via automation or other service improvements .
 To provide, or contributing to periodic reports and presentations to senior management.
 To act as Onsite-Offshore coordinator, train and guide offshore team members. This also includes
managing the expectations and relationships with the Client (UBS).