Shamili Vakheel

• Monitored and maintained the stability of core banking systems, ensuring compliance with regulatory requirements.
• Led incident response efforts, identifying root causes and implementing solutions to minimize downtime and financial impact.
• Collaborated with cross-functional teams to analyze and resolve complex technical issues, improving system reliability by 25%.
• Conducted regular system audits to ensure compliance with security policies and industry regulations.
• Effectively managed and supported applications with a specific emphasis on Control-M job scheduling and automation.
• Proactively manged the obsolescence management .
• Conducted regular audits of Control-M job schedules to optimize performance and resource utilization.
• Documented troubleshooting procedures and provided training to junior support staff, reducing resolution time by 15%.

Ensures 2nd line support requests, clarify tickets, ad-hoc queries, support to external applications are allocated within team and track its completion/resolution.

Identify and respond to events that impact production and aid in resolving those issues; including technical resolution and management communication.

Participate in disaster recovery planning and monitoring by testing applications on multiple servers to ensure the servers can handle the applications and the applications are mirrored on each server.

Production batch support, which includes monitoring batch on a rotational basis, user support, on-call support, job failure analysis and windows system and process management.

Review the production support issues assigned and do due diligence - troubleshooting, root-cause analysis and provide resolution in a timely manner.

Manage the incident process to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner.

Planning & Implementation of Dynatrace APM Solutions within the Organization, That comprises of Application monitoring, Synthetic Transactions, User Experience Management( UEM), Private Peer/Agent Configuration.

Driving and strategizing tools best practices, integration with 3rd party Product line & security guidelines.

Agent upgrades, Patches to improve the productivity and reduce implementation cost.

implement cluster environments for Dynatrace environments for Dynatrace non prod and prod environment to reduce the downtime.

Closely work with PMO Team to plan and implement tool upgrades, patches.

Work as SPOC for environment validation for any weekend infrastructure changes as part Patches rollout, hardware changes and OS Pushes that directly and indirectly have impact on Dynatrace environment and its partnered environment servers.

Manage changes, incidents and problems across multiple infra environments to protect production and disaster recovery systems critical to business success.

Lead Root Cause Analysis investigations to successfully identify root causes of problems that impact the double mission and mission critical applications.

Track Problem governance metrics and continuously seek to improve the Problem management KPIs.

Responsible for conducting post mortem investigation on all major Incidents and identify and recommend corrective action items.

Responsible for developing, coordinating and promoting effective ITIL functioning of problem management activities across support and application teams.

Responsible for creating/deleting Users in AD.

Responsible for Creating/updating/deleting AD groups.

Perform Identity and access management activities

Troubleshooting and resolving access management and provisioning workflow errors

Monitoring Server related incidents and user requested alerts.

Responsible for providing service delivery review report, Daily reports and SLA report to service excellence team.

Preparing weekly and monthly trend analysis reports of tickets handled.