At HCL Technologies Ltd, I managed production support for business-critical applications and helped maintain high availability and system stability. I handled incident management in line with ITIL practices and performed root cause analysis for recurring issues.
I improved service delivery through automation and monitoring enhancements, using tools including Geneos, Autosys, and TDWC to monitor batch jobs and application health. I also managed SLA, KPI, and CSAT metrics and coordinated incident communication with clients and stakeholders.
My project experience includes application support for CITIBANK LATAM & MEXICO & GRU & GCASH, FWD Life Insurance (Hong Kong), HSBC (Hong Kong), and Timberland (USA). I also created knowledge base articles, SOPs, and runbooks, and supported change and release activities.
