Application support
R. GAYATHRI
Senior Application Support Analyst
Summary
Senior Application Support Analyst with over 7 years of expertise in providing robust support solutions for major clients, including UBS, DBS and CITI. Proven ability to troubleshoot complex issues, enhances system efficiency, and ensures seamless operation of critical applications. Adept at collaborating with cross-functional teams to deliver top-notch support and contribute to the overall success of diverse projects in the banking and financial sectors.
Overview
8
8
Work History
Customer Technical Services Analyst 2
Mastercard Asia/Pacific Pte Ltd
04.2025 - Current
- Worked as Customer technical support for the user
- Have been in 12 hour shift around the clock with the Real Time Payments/Asia Pacific Hub - Instant
- Working with the Service cloud and addressing the requirement of the user (Participant Bank)
- Raising of WO(work order ) to the relevant team to address the requirements and following up on the SLA
- Raising of INC according to the priority needs of the requirement and addressing them
- As we are handling with the ISO and legacy participant(different banks) We coordinate with them to arrange for the certificate renewal process.
- Raising of TRT as when required or paging out to tech team to address further on the issues
- Documenting and recording all processes to make them people independent
- Updating of the confluence
- Checking on the legs in splunk and looking out for the error details and the logs
- Checking on the Instapay User interface to check on the 3 settlement cycles if they have completed on time if not we have raise TRT and address them immediately, Notify BancNet(Customer )on any settlement-related issues/delay, failed top ups/fund allocation
- Multi-tasking with the customers and also with our tech level to support and address their issues
- Checking on the Daily transaction reports and also resending them if required.
- Forward all alert logs ,Check BSP connection/Settlement status .
- Forward failed topup /alloction
- Notify BancNet on any settlement-related issues/delay, failed top ups/fund allocation
- Monitor PVV and DFM status ,Send Total Transaction & Value to BN
- Manage Fast Payment Queue, Re-open cases, handover cases (delegator only)
Customer Technical Services Analyst 2
Mastercard Asia/Pacific Pte Ltd
04.2025 - Current
- Worked as Customer technical support for the user
- Have been in 12 hour shift around the clock with the Real Time Payments/Asia Pacific Hub - Instant
- Working with the Service cloud and addressing the requirement of the user (Participant Bank)
- Raising of WO(work order ) to the relevant team to address the requirements and following up on the SLA
- Raising of INC according to the priority needs of the requirement and addressing them
- As we are handling with the ISO and legacy participant(different banks) We coordinate with them to arrange for the certificate renewal process.
- Raising of TRT as when required or paging out to tech team to address further on the issues
- Documenting and recording all processes to make them people independent
- Updating of the confluence
- Checking on the legs in splunk and looking out for the error details and the logs
- Checking on the Instapay User interface to check on the 3 settlement cycles if they have completed on time if not we have raise TRT and address them immediately, Notify BancNet(Customer )on any settlement-related issues/delay, failed top ups/fund allocation
- Multi-tasking with the customers and also with our tech level to support and address their issues
- Checking on the Daily transaction reports and also resending them if required.
- Forward all alert logs ,Check BSP connection/Settlement status .
- Forward failed topup /alloction
- Notify BancNet on any settlement-related issues/delay, failed top ups/fund allocation
- Monitor PVV and DFM status ,Send Total Transaction & Value to BN
- Manage Fast Payment Queue, Re-open cases, handover cases (delegator only)
Officer C11 application support analyst
Citi Bank Private limited
05.2022 - 04.2024
- Worked as L2 support analyst for ETL and AGS (Advice generation system)
- Worked in ETL(Extract, Transform and Load process) and AGS (Advice generation system) team for L2 support
- Monitoring Critical Batches and Autosys jobs, involved in troubleshooting of batch failures and delays.
- Monitoring ITRS and schedule Jobs
- Have worked in Autosys, Service Now for raising INC, for I Task
- Have worked on patching activities
- Urban deploy for deployment of changes and snapshots, Jill deployment.
- Documenting and recording all processes to make them people independent.
- Investigating and raising the repetitive issues to Development team to fix them.
- Worked with Unix and basic SQL queries.
- Unix for checking of the logs and the run time and to bring up the ITRS nodes when its down
- SQL query for patching activities depending on the data required by modifying some of the Content in the table (Knowledge article ) and doing the patching activity.
Officer C11 application support analyst
Citi Bank Private limited
05.2022 - 04.2024
- Worked as L2 support analyst for ETL and AGS (Advice generation system)
- Worked in ETL(Extract, Transform and Load process) and AGS (Advice generation system) team for L2 support
- Monitoring Critical Batches and Autosys jobs, involved in troubleshooting of batch failures and delays.
- Monitoring ITRS and schedule Jobs
- Have worked in Autosys, Service Now for raising INC, for I Task
- Have worked on patching activities
- Urban deploy for deployment of changes and snapshots, Jill deployment.
- Documenting and recording all processes to make them people independent.
- Investigating and raising the repetitive issues to Development team to fix them.
- Worked with Unix and basic SQL queries.
- Unix for checking of the logs and the run time and to bring up the ITRS nodes when its down
- SQL query for patching activities depending on the data required by modifying some of the Content in the table (Knowledge article ) and doing the patching activity.
Associate
Cognizant Singapore
05.2021 - 12.2021
- Worked as an L2 support engineer replacing a maternity person worked for 4 month supporting data migration process and rest was supporting the HR team
- Monitoring Critical Batches and Autosys jobs, involved in troubleshooting of batch failures and delays.
- Working on L1 batch jobs on the application
- Unix to debug logs and rerun the job in order to deliver the data within the SLA
- Documenting and recording all processes to make them people independent.
- Investigating and raising the repetitive issues to Development team to fix them.
- Analyzing and preparing Daily, Weekly and Monthly reports and present them to higher management.
- Escalating incidents/issues to higher-level support or management as appropriate.
- Managing critical incidents, including root cause analysis with frequent updates to appropriate teams.
- Used Sql query to drive and manipulate the tablets of the user account ,deposits ,bilingual data transfer etc (autosys job for bilingual data transfer) as per user request
- Worked in Linux in editing and debugging and rerunning the job to transfer file
- Created web pages and QR code scanner while working with the HR team
- Good knowledge in the excel in using formulas for auditing purpose and Power BI
Associate
Cognizant Singapore
05.2021 - 12.2021
- Worked as an L2 support engineer replacing a maternity person worked for 4 month supporting data migration process and rest was supporting the HR team
- Monitoring Critical Batches and Autosys jobs, involved in troubleshooting of batch failures and delays.
- Working on L1 batch jobs on the application
- Unix to debug logs and rerun the job in order to deliver the data within the SLA
- Documenting and recording all processes to make them people independent.
- Investigating and raising the repetitive issues to Development team to fix them.
- Analyzing and preparing Daily, Weekly and Monthly reports and present them to higher management.
- Escalating incidents/issues to higher-level support or management as appropriate.
- Managing critical incidents, including root cause analysis with frequent updates to appropriate teams.
- Used Sql query to drive and manipulate the tablets of the user account ,deposits ,bilingual data transfer etc (autosys job for bilingual data transfer) as per user request
- Worked in Linux in editing and debugging and rerunning the job to transfer file
- Created web pages and QR code scanner while working with the HR team
- Good knowledge in the excel in using formulas for auditing purpose and Power BI
Senior system Engineer
DBS
11.2016 - 03.2019
- DBS core countries development, DBS India core customization & Reports, EOD/BOD batch support
- Working on Finacle application Support .
- Development of new custom and base product menu through custom work bench and backend through Finacle scripting
- Defect analysis and fixing in SIT /UAT also SIT/UAT testing of user requirement
- Worked on various types of japer Reports to provide the required data as per the user criteria
- EOD/BOD batch job configuration and support post go-live
- Tivoli job configuration for reports and batch job configuration for various batch
- Have worked in unix debugging and analysis the application issue
- Handling of autosys jobs in which we analysis the root cause of failure using unix logs and
- Sometimes we used to run the sql query to rectify the error of failed batch jobs manually
- Worked in xml for checking errors and running the job
- Have been guided for the production team for running the job
- Monitored jobs and handle regular checks
- Escalating the issue when required by raising incident and sending to level 2 team
- Follow up with the team on the error and followed the SLA (Service Level Agreement)
Senior system Engineer
DBS
11.2016 - 03.2019
- DBS core countries development, DBS India core customization & Reports, EOD/BOD batch support
- Working on Finacle application Support .
- Development of new custom and base product menu through custom work bench and backend through Finacle scripting
- Defect analysis and fixing in SIT /UAT also SIT/UAT testing of user requirement
- Worked on various types of japer Reports to provide the required data as per the user criteria
- EOD/BOD batch job configuration and support post go-live
- Tivoli job configuration for reports and batch job configuration for various batch
- Have worked in unix debugging and analysis the application issue
- Handling of autosys jobs in which we analysis the root cause of failure using unix logs and
- Sometimes we used to run the sql query to rectify the error of failed batch jobs manually
- Worked in xml for checking errors and running the job
- Have been guided for the production team for running the job
- Monitored jobs and handle regular checks
- Escalating the issue when required by raising incident and sending to level 2 team
- Follow up with the team on the error and followed the SLA (Service Level Agreement)
System Engineer
UBS
10.2014 - 10.2016
- Worked as a L1 support for Equities of front office support Environment: Unix, Oracle ,Sybase, basic PL-Sql, Bloomberg , Autosys, Netcool
- Monitoring Critical Batches and Autosys jobs, involved in troubleshooting of batch failures and delays.
- SQL queries for some of the application for user request ,we used to run in the TOAD.
- Worked on unix for batch job failures ,Debugging of the logs and depending on job
- Some we rerun and some we escalate to L2 with the INC and the log details in it.
- Linux for editing the batch job for a particular health check .
- Managing the work flow for a 24X7 Production Support team for US, Europe & Asia.
- Documenting and recording all processes to make them people independent.
- Investigating and raising the repetitive issues to Development team to fix them.
- Analyzing and preparing Daily, Weekly and Monthly reports and present them to higher management.
- Involved in BCM, infra related activities, Knowledge Transfer & training new team members.
- Configuring Netcool WebTop filters in order to accommodate new on boarding.
- Escalating incidents/issues to higher-level support or management as appropriate.
- Managing critical incidents, including root cause analysis with frequent updates to appropriate teams.
- Worked productively together with the engineering and customer-support departments and team
System Engineer
UBS
10.2014 - 10.2016
- Worked as a L1 support for Equities of front office support Environment: Unix, Oracle ,Sybase, basic PL-Sql, Bloomberg , Autosys, Netcool
- Monitoring Critical Batches and Autosys jobs, involved in troubleshooting of batch failures and delays.
- SQL queries for some of the application for user request ,we used to run in the TOAD.
- Worked on unix for batch job failures ,Debugging of the logs and depending on job
- Some we rerun and some we escalate to L2 with the INC and the log details in it.
- Linux for editing the batch job for a particular health check .
- Managing the work flow for a 24X7 Production Support team for US, Europe & Asia.
- Documenting and recording all processes to make them people independent.
- Investigating and raising the repetitive issues to Development team to fix them.
- Analyzing and preparing Daily, Weekly and Monthly reports and present them to higher management.
- Involved in BCM, infra related activities, Knowledge Transfer & training new team members.
- Configuring Netcool WebTop filters in order to accommodate new on boarding.
- Escalating incidents/issues to higher-level support or management as appropriate.
- Managing critical incidents, including root cause analysis with frequent updates to appropriate teams.
- Worked productively together with the engineering and customer-support departments and team
System Engineer
UTC Aerospace
05.2014 - 09.2014
- Transform the PDF File to PowerPoint and numbering the template accordingly.
- Processing the template in Sol4umina Application.
- Add and delete the necessary detail in the template
System Engineer
UTC Aerospace
05.2014 - 09.2014
- Transform the PDF File to PowerPoint and numbering the template accordingly.
- Processing the template in Sol4umina Application.
- Add and delete the necessary detail in the template
Education
Bachelor Degree - Computer Science and Engineering
AGNI COLLEGE OF TECHNOLOGY
01.2012
Skills
Service cloud
Working with Real time payment system
Splunk(basic)
Instapay Management application
Ticketing tool
Customer support
ETL Process
AGS
Risk management
Project Planning
Project coordinator
Strong written & verbal communication
Project Reporting
ITRS
Adaptability
Assessing Progress & Outcome
Manage Relationship with Stakeholder
Good Customer service
Splunk
Service cloud
Handling of INC
Deployment activity
Customer interaction
Dynatrace
UNIX
SQL
LINUX
HTML
XML
Microsoft Visual Studio
MS office
Putty
Control-M
Jenkins
AUTOSYS
ITRS (Geneous)
JIRA
Workload control center
Service Now
Certification
ABAP Programming Online
Accomplishments
- Maintained 100 % SLA in team’s operations related tasks by delivering the deliverables to customers on time.
- Contributed to Knowledge Management Process by Updating and Creating Knowledge articles.
- Contributed to Continuous Service Improvement through Process improvements and Automation of SLA Reports.
- Contributed to the Team’s stability and performance by Automating 7 Customer critical reports, which guaranteed error free report generation.
- The automations save 130 Hours of Human efforts every month, and have significantly reduced Escalations in the team, through least human intervention in the report’s generation.
Key Competencies And Skills
- ETL Process(Extract, Transform, Load)
- AGS(Advice generation system)
- Risk management
- Project Planning
- Project coordinator
- Strong written & verbal communication
- Project Reporting
- ITRS
- Adaptability
- Assessing Progress & Outcome
- Manage Relationship with Stakeholder
- Good Customer service
- Splunk
- Service cloud
- Handling of INC
- Deployment activity
- Customer interaction
- Dynatrace
Technology Skills
UNIX, SQL, LINUX, HTML, XML, Microsoft Visual Studio, MS office, Putty, Control-M, Jenkins, AUTOSYS, ITRS (Geneous), JIRA, Workload control center, Service Now
Personal Information
- Nationality: Singaporean
- Visa Status: Singaporean
Timeline
Customer Technical Services Analyst 2
Mastercard Asia/Pacific Pte Ltd
04.2025 - Current
Customer Technical Services Analyst 2
Mastercard Asia/Pacific Pte Ltd
04.2025 - Current
Officer C11 application support analyst
Citi Bank Private limited
05.2022 - 04.2024
Officer C11 application support analyst
Citi Bank Private limited
05.2022 - 04.2024
Associate
Cognizant Singapore
05.2021 - 12.2021
Associate
Cognizant Singapore
05.2021 - 12.2021
Senior system Engineer
DBS
11.2016 - 03.2019
Senior system Engineer
DBS
11.2016 - 03.2019
System Engineer
UBS
10.2014 - 10.2016
System Engineer
UBS
10.2014 - 10.2016
System Engineer
UTC Aerospace
05.2014 - 09.2014
System Engineer
UTC Aerospace
05.2014 - 09.2014
Bachelor Degree - Computer Science and Engineering
AGNI COLLEGE OF TECHNOLOGY