Gaurav Joshi Mobile: +91-8130391323 Email: gaurav.joshi2702@gmail.com

Information technology professional with experience in product/application, production support and implementation in change delivery and solutions in Banking/Finance and Telecom domains.

Professional Synopsis

A technology driven and an ITIL V3 certified professional with an experience of 8 years and 10 months in application and production support.

Sound knowledge of Banking and Financial services with strong understanding of various technical architectures and operating systems like UNIX/LINUX and Windows XP/2007, web-based applications, 3-tier application models, networks, application Servers (Weblogic, Tomcat), RDBMS (MS SQL-Server, Oracle), and the ITIL framework.

Expertise in guiding the customer through all phases of the implementation, providing guidance on products leading best practices for a successful solution. Helping the customer to execute good governance, enabling the execution of the strategies across the domains of people, process, and technology.

Strong issue resolution capabilities and expertise in examining/debugging application log files on related to issues reported by Business users. Build JIRAs for the problems/bugs/changes related to different issue reported in the system and co-ordinating with Client-BA-QA-Development teams to get those problems fixed via CR/IR. Deploying the Patches/Hotfixes/Releases on Production/Preprod environments. Making configuration amendments via IR’s. Writing temporary workaround scripts for daily user queries and reports. Answering technical queries through support mailbox/phone. Writing release notes for releases happening over the weekend and sending it across to application stakeholders for reviews and establishing continual service improvement through project lifecycle.

Goal oriented with outstanding leadership and motivational skills and worthy ability to work in challenging and versatile production environments striving for excellence.

Expertise in customer interfacing & escalation management skills, strong problem solving & technical skills coupled with confident decision making for problem analysis and first-rate issue resolutions leading to higher customer satisfaction.

Skills Set

TECHNICALTools used : ServiceNow, PUTTY, TOAD, SQL-PLUS, Autosys, Geneos, JIRA, Spotfire, Mercury Quality Centre 9.2, Vantive, BMC Remedy-PAC-2000, CIRTIX- METAFRAME, WinSCP, CAPMAN, Tovoli (GIS).Database(s) : MS SQL Server, ORACLE.Language(s) : SQL, UNIX Shell scripting, HTML5, XML.

Technologies Used : HP-UNIX/LINUX, ORACLE, Java (JMX), WEBLOGIC.

Work Experience

Currently working as Support Analyst with RBS India Development Centre, Gurgaon since October 2014.

Senior Support Analyst with On Demand Agility, Gurgaon from January 2014 to October 2014.

Senior Associate software with Synechron Technologies Pvt. Ltd. Pune, from Dec-2011 to Dec 2013.

Worked with Tech Mahindra Ltd, Pune as Technical Associate from October 2008 to August 2011.

Employed with Innovative Software Solutions, Mumbai from April 2007 – October 2008.

Organisational Experience

RBS India Development Centre Since October’14

Projects Handled:

MCC- Markets Control Console: The RBS Group is a large international banking and financial services company. From its headquarters in Edinburgh, the group serves over 30 million customers in the United Kingdom, Europe, the Middle East, the Americas and Asia. Corporate & Institutional Banking division of RBS provides financing and risk management to UK and Western Europe customers and trades with relevant financial investors and institutions to distribute risk. CIB is the investment banking arm of RBS Group. NCC is the affirmation and reporting portal for Supervisory controls. As part of the MCC production support team within CIB, I attend and cater all production issues reported by Supervisors and Business managers who use this supervisory

application to responsibly affirm the trading activities completed by traders and brokers via different source systems across global markets and regions.

Role: Associate (Team Member MCC support Technology).

Responsibilities:

- Monitoring of the bespoke trade feeds coming from various source systems which are widely used in for trade booking, trade processing and trade settlements like Anvil, Ronnie, Calypso and WallStreet. Various support activities involve autosys batch monitoring, troubleshooting the production environment/application server issues/logs for system resources pertaining to applications hosted/ used.

- Business validation for applications – Responsible for doing the data validations and verification for various feeds anticipated from different trading systems and being pushed/processed to MCC for reporting and affirmation activities.

- Ensure that deals/trades that flow in from different sources are processed without delay and are successfully stored in the system of records i.e. (Trace Database) for further analysis, debugging and requirements.

- Handle operational tickets/technical queries and calls logged in by application users, primarily the Supervisors and Business Managers. This involves responding to critical issues within stipulated time frame and carrying out RCA’s along with debugging of the long running autosys jobs/process failures. Furthermore co-ordinating with the Development and Infra teams to fix the problem through incident management guidelines.

- Co-ordinate with Front office, middle-office and back-office users to resolve queries about various affirmations done for these controls reports. Production changes are actioned only upon acquiring all requisite approvals from the FO controls team and validate the trading activities across systems.

- Administer the system health checks through Geneos and SQL Server inventory monitoring/alerting tools for the SOD and EOD batch jobs. This comprises of certifying that interface files are processed in accordance within SLA so that the MCC control reports are available for affirmations by Business Managers/Supervisors.

- Involvement in the ITIL processes like change requests, raising Incidents and subsequent PIRs, JIRA assignments and tracking action items for fixes and monthly/bi-monthly release activities.

- Preparing and updating diagnostic documents on SharePoint and Confluence sites for trainings and knowledge transfer activities, consequently sharing the approach with client for its review during scheduled weekly/ monthly touch base meetings.

- Generating weekly, quarterly and monthly reports, business reports, user/client requested reports whenever claimed.

- Duration : October’14 – till date.- Client : Business managers, Supervisors and Application users.- Team Size : 6 affiliates - 2 at offshore and 4 in London.- Domain : Finance IT- Technologies and Applications/ Tools : TMOSS – Transaction Management operations and shared service. MS SQL Server, ORACLE, Unix/Linux, Service Now, Autosys, Geneos, Spotfire, PUTTY, TOAD, JIRA, BMC Remedy, WinSCP.

OnDemand Agility Software private Ltd January’14– October’14

Projects Handled:

ECD- Employee Communication Database:

The ECD project is responsible for maintaining people hierarchy within the CIB space. In last few years ECD now is not only regarded as people hierarchy store but also has few people centric control to ensure regulatory compliance for front office and control office.

Role: Associate (This is a core role within C&IB to handle production support queries for ECD application).

Responsibilities:

- Monitor the production environment and ensure that regular jobs are working fine. Perform manual matches and resolve user tickets/issues.

- Providing a timely and effective response to user queries by analysing, investigating and fixing them as required.

- Perform Root cause analysis of user issues and provide immediate workaround for critical problems.- Design and pursue automated solutions/ support tools for repetitive manual effort.

- Build and maintain runbook for key activities such as DR, FTS, RTB and actively own and maintain support documentation. Fulfil business continuity requirement by participating in the disaster recovery exercise.

- Develop strong relationship with Infrastructure and Development support team to resolve production issue in a timely manner and to work collaboratively with other teams across geographies keeping the business priorities in mind.

- Provide support during new releases in production environment and implement emergency changes with necessary assistance from development and other IT teams. Achieve a more productive support environment by actively seeking improvement avenues.

- Duration : January’14 - October’14.- Client : Business managers and Supervisors/application users.- Team Size : 8 offshore- Domain : Finance IT.- Technologies and Applications/ Tools : Transaction Management Group (TMG) and Supervisory Technology. MS SQL Server, ORACLE, Unix/Linux, Service Now, Autosys, Geneos, Spotfire, PUTTY, TOAD, JIRA, BMC Remedy.

Synechron Technologies Pvt. Ltd December’11–December’13

Projects Handled:

FOREX- Foreign Exchange Wells Fargo Bank is the world’s leading provider of financial services to institutional investors. The customers are located in HongKong, London, and Charlotte have production support team as a direct point of contact. As part of the production team, I attend and resolve issues related to applications in prod environment and responsibly support all global marketers and traders who book trades, provide exchange rates and generate the revenue for Wells Fargo in FOREX market.

Role: Team Member FX support Technology

Responsibilities:

- Provide support for working of all the 3rd party applications widely used in FX for trade booking, trade processing and trade settlement like BUFFET, SWIFT, Calypso, Fenics and OPICS3.0 etc. Support involves monitoring and troubleshooting the issues concerning to the application.

- Ensure up to-date rates are being captured from different data sources and being pushed to application in real-time for trade processing to take place.

- Certify that deals/trades that flow in from different sources are processed without delay and are successfully stored in the SOR (OPICS).

- Work on operational/technical tickets to handle auto-tickets raised by automated script and resolving critical issues. Analyse and resolve/escalate production job/process failures.

- Co-ordinate with traders, middle-office and back-office teams on various configuration of currency pairs into the system and investigate any business validation issues encountered by them to ensure accurate transactions processing.

- Perform system health checks through dashboard and troubleshooting the SOD and EOD processes to ensure that interface files are dispatched to all tech-partner team in accordance with SLA.

- Involved in change and Incident management, raising work orders and work requests for the client.- Preparing wiki docs for major issues and preparing status reports in a well-timed manner.

- Duration : December’11 – December’13.- Client : Wells Fargo bank, U.S.A.- Team Size : 7 offshore, 2 onshore.- Domain : Banking.- Technologies/ Applications Used : Oracle 10g, UNIX/LINUX, Java (JMX), WEBLOGIC, BUFFET, SWIFT, CALYPSO, AND OPICS 3.0 (MISYS).

Tools used : Aqua data studio, Putty, PAC2000, Mercury Quality-Centre, WinSCP, CITRIX- METAFRAME. QTODBC 4.1, Edit-plus.

Tech Mahindra Ltd. October’08 – August’11

Projects Handled:

AT&T- LD Billing System

SBC-LD offers various Long Distance Telecommunication services to its customers. These services are provided with numerous pricing structures to support a wide range of marketing strategies. These pricing structures are called “Price Plans”. The Price Plan subsystem enables the LDC to offer its customers flexible services and pricing structures in order to support a wide range of marketing strategies. The subsystem allows the carrier to add new plans, products and services in a quick and easy manner, and to tailor special price plans to a selected group of customers or an individual customer.Billing area reflects structure and contents of the bill which contains components such as bill charges. Billing area serves billing subsystem for production of bills, A/R system for cash application on the bill charges, online queries for display of bill history and statement information.

Role : Technical Associate.

Responsibility : Active member of LD Tier2(L2) Production support with prior involvement in monitoring and resolving issues in LD Telegence Bill Cycles, remediate file system space issues, writing SQL quantification queries for production defects, investigation of End-Of-Day/Week/Month (EOD, EOW, EOM) and CSM job failures / long running jobs, solving Webtrax issues, resolving LD Telegence Tracking System (TTS) trouble tickets, handling switch issues on production servers, writing and unit test data scrub scripts in production environment. Strictly following the ITIL Compliance Service Life Cycle Using BMC Ticketing Tool Remedy 7. Handling and attending conference bridges for P1 issues with cross functional teams.

Duration : October’08 – August’11.Client : AT&T, U.S.A.Team Size : 8Domain : Telecommunication.Technologies Used : HP-UX, Oracle9i (SQL), AMDOCS Ensemble.Tools used : Toad, Webtrax, BMC Remedy-AOTS, QC, Vantive, MS-Excel, CITRIX METAFRAME.

Tech Mahindra Ltd. (through Innovative Technology Solutionware, Mumbai) April’07- October’08

Projects Handled:

Lightspeed Billing ApplicationAT&T Inc. is a premier communications holding company in the United States and worldwide. AT&T is recognised as the leading worldwide provider of IP-based communication services to businesses and the leading US provider of wireless, high speed Internet access, local and long distance voice, and directory publishing and advertising services.The project provides Infrastructure Services for Light Speed Billing Applications (of AT&T) for the following:-1) AMDOCS E-Care/Clarify – Customer Relationship Management(CRM)/ Amdocs Self Services (AMSS)2) AMDOCS Order Management System (OMS)It includes Environment refreshes and Builds, Bounce, initial investigation, Production issue monitoring, Handling Server alerts.

Role : Jr. Technical Associate.

Responsibility : Member of Infrastructure Team (IFD).Duration : 16th April’07 – 01st October’08.Client : AT&T, U.S.A.Team Size : 8Domain : Telecommunication.Technologies Used/Tools used : UNIX, MS SharePoint, Quality Centre, Vantive, MS-Excel.

Academic qualifications

MCA from Institute of Business Management and Research (Affiliated to the University of Pune), Pune in 2007 : 61%

BCA from (KIIT) Kumaun Institute of Information Technology (Affiliated to Kumaun University, Nainital), in 2003 : 71.6%

Extra Curricular Activities

Organization :

Rewards and Recognition award at RBS:

- Rewards & Recognition award for excellent and dedicated effort in carrying out successful release

activity which was on the verge of getting rollback and had a big business and financial impact.

- Star of the month award

Tech Mahindra:

Volunteer in the annual function organized by MBT -“BLAZE, 2008”.

Spot award for excellent performer in CSM, AT&T.

Post Graduation :

Participated actively in PUNE EXPO, 2004. Represented IBMR (Runner up) in Cricket event SPARDHA,

2004

organized by Vaikaunth Mehta National Institute of Cooperative Management (VAMNICOM), Pune.

Trainings

Service Now trainings. ITIL V3 certified (foundation examination). AT&T Express One. End to End billing training at Tech Mahindra ltd., Telecom Billing for Techno manager. UNIX, SQL and PL/SQL Level internal training(s) at Synechron Technologies and Tech Mahindra Ltd. Behavioural training includes Telephone Etiquettes, E-mail Etiquettes, Audio Conferencing Etiquettes and

Presentation skills.

Personal Profile

Date of Birth : 27th February, 1983.Address for communication : House No 337, Sector 14, Gurgaon - 122004Permanent Address : S/O Mr.B.C.Joshi, Shakti Nagar, Lal Danth, Bi Pass Road, Talli Bamouri, Haldwani, Nainital, Uttarakhand.Languages Known : English, Hindi.Passport Number : H0980289

Volunteer in the annual function organized by MBT -“BLAZE, 2008”.

Spot award for excellent performer in CSM, AT&T.

Post Graduation :

Participated actively in PUNE EXPO, 2004. Represented IBMR (Runner up) in Cricket event SPARDHA,

2004

organized by Vaikaunth Mehta National Institute of Cooperative Management (VAMNICOM), Pune.

Trainings

Service Now trainings. ITIL V3 certified (foundation examination). AT&T Express One. End to End billing training at Tech Mahindra ltd., Telecom Billing for Techno manager. UNIX, SQL and PL/SQL Level internal training(s) at Synechron Technologies and Tech Mahindra Ltd. Behavioural training includes Telephone Etiquettes, E-mail Etiquettes, Audio Conferencing Etiquettes and

Presentation skills.

Personal Profile

Date of Birth : 27th February, 1983.Address for communication : House No 337, Sector 14, Gurgaon - 122004Permanent Address : S/O Mr.B.C.Joshi, Shakti Nagar, Lal Danth, Bi Pass Road, Talli Bamouri, Haldwani, Nainital, Uttarakhand.Languages Known : English, Hindi.Passport Number : H0980289