Tina Jagga
Singapore
Summary
Assistant Vice President with extensive experience at JP Morgan Chase, specializing in technical production support and incident management. Achieved over 50% reduction in false alerts and successfully led disaster recovery initiatives. Proficient in SQL Server and skilled in mentoring teams to enhance communication and collaboration across departments.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Assistant Vice President/Technical Production Support Engineer
JP Morgan Chase
Singapore
11.2017 - Current
- Monitored end-to-end payment flows for ASEAN region, ensuring successful end to end payment processing.
- Utilized ITRS Geneos Active Console and Web Dashboard for effective alerting and monitoring.
- Implemented process improvements to streamline workflows and reduce operational bottlenecks.
- Collaborated with stakeholders on major projects to align objectives with corporate goals.
- Provided leadership and mentoring to newly hired employees on various company programs.
- Led cross-functional teams to drive strategic initiatives and enhance operational efficiency.
- Executed disaster recovery procedures to guarantee business continuity.
- Investigated log files to analyze production incidents, identifying root causes using ITIL processes.
Assistant Vice President/Technical Production Support Engineer
JP Morgan Chase
Singapore
11.2017 - Current
- Monitored end-to-end flow of trades from Middle Office SPHINX and SBL systems, ensuring successful processing of trades and settlements.
- Utilized ITRS Geneos Active Console and Web Dashboard for robust alerting and monitoring solutions.
- Led release management and post-implementation review processes to enhance future releases.
- Drove firm-wide Geneos alert reduction program, achieving over 50% decrease in false alerts.
- Conducted daily standup meetings to discuss open items and manage projects linked to JIRA.
- Collaborated with development team to resolve high-priority production stability issues.
- Triaged production issues to identify root causes, implementing necessary fixes and preventive measures.
- Mentored junior team members through regular knowledge transfer sessions, maintaining support quality.
Technical Production Support Engineer
Citi Bank
Singapore
08.2014 - 01.2017
- Eflow is the unified content platform that can process MIFT forms. It is the single end to end solution to meet the need for effective, flexible and sophisticated data capture. It classifies, captures, processes, validates, integrates and delivers critical information to document and content management and banking applications via a single platform. Client can send their MIFT instructions either through fax, mail or courier and can submit at nearest branch for processing. The business goals of the Eflow MIFT is to collect the MIFT instruction data through client’s input in MIFT form, data OCR from MIFT instruction, workflow processing by Maker / Checker process, signature matching, submit the handoff details to payment processers and archive data for future references.
- Creating Change Requests for weekend Release Activity.
- Monitoring the CRs for latest activity, review for the same.
- Responsible for complete documentation related to the project.
- Resolving end to end issues with the users via email, Phone call etc.
- Strategizing solutions and providing the analysis.
- Maintaining seamless communication with L1 and L3 team members and client SMEs.
- Initiated Knowledge sharing process within the team via Mailers and creating its internal WIKI.
- Efficiently handled release coordination meeting with upstream/downstream and support teams.
- As an L2 Analyst, troubleshooting of any kind of issues related to data changes etc.
- Collaborate effectively with cross functional stakeholders, sharing information and knowledge effectively.
- Engaging next level of management; evaluating scope of major incidents and assigning Incident ownership to Major Incident Manager.
- Plan and coordinate training for end-users for any system implementation or enhancement.
- Tools & Processes: .NET Framework 3.5, C#.Net, SQL Server 2008/2012, ITRS Monitoring tool
SQL Developer/Tester/Support Engineer
Internal
Mumbai
01.2013 - 08.2014
- As a part of the team, performed the sizing estimation of the various phases of the development, including requirement analysis, designing, build and testing.
- Designed the database structure with creation of stored procedures and execution.
- Prepared HLD (High Level Document) and LLD (Low Level Document) as the documentation process.
- Reviewed the requirements from the client and implementing the same during design and build phase.
- Updated existing stored procedures and functions as per the new requirements from the client.
- Created many new stored procedures, views and functions as per the added functionalities in the website.
- Used SSIS to deploy the changes from Development environment to Certification environment as a part of CERT Release.
- Tools & Processes: .NET Framework 3.5, C#.Net, SQL Server 2008
Education
B.Tech. - Information Technology Engineering
Dev Bhoomi Institute of Technology for Women
Dehradun, Uttarakhand01.2012
Skills
- Operating systems: Windows and Linux
- Database management: SQL & Oracle
- Web technologies: Tomcat, Apache, IBM MQ
- IT tools and frameworks like ITRS Geneos, JIRA, Autosys, NDM, File Mover, HPSM, ITSM, ServiceNow, FileZilla, JIRA, Cloud Computing, SWIFT, Kafka, Splunk, Grafana
- Incident and problem management
- Team leadership and communication
- Disaster recovery and sustained resiliency
- Payment processing
Certification
- Internal Certifications: Change management certifications in Citi Bank.
- External Microsoft Certification: Microsoft Certified Technology Specialist- Microsoft .NET Framework 3.5, Windows Forms Application Development Exam (70-505).
- ITIL foundation Certification.
- ITRS Geneos Certification.
- AWS Cloud Practitioner Certified
Accomplishments
- Created ITRS Geneos SOD Dashboard, helped in reducing manual effort of team by 30 mins/day.
- Automated synthetic monitoring for URL based critical applications in Patsy which reduced 20 mins/day and prevention of critical incidents.
- Implemented Wargame (alternative of contingency flow) independently of one of the critical flows in trading application which in total saves 20 mins/issue.
- Created ServiceNow Dashboard to Management which helped in saving 30 mins/day.
- AWS Cloud Practitioner Certified (self-studied)
- Reduced Critical alerts for banking and securities application by following Geneos best practices, helped to reduce 50% alerts and saving 10 mins/day.
Awards
Received ‘Automation Award’ at JPMorgan Chase, received ‘Best Team’ award for contributions made to the organization and value added to the customer, received appreciation from various clients at Citibank
Timeline
Assistant Vice President/Technical Production Support Engineer
JP Morgan Chase
11.2017 - Current
Assistant Vice President/Technical Production Support Engineer
JP Morgan Chase
11.2017 - Current
Technical Production Support Engineer
Citi Bank
08.2014 - 01.2017
SQL Developer/Tester/Support Engineer
Internal
01.2013 - 08.2014
B.Tech. - Information Technology Engineering
Dev Bhoomi Institute of Technology for Women
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