Monish Parekh

Senior Associate @JPMorganChase

Mumbai, IN

Working as a Production Support LeadAddressing issues to around 50-60 applicationsAs a Production Support, I need to provide a L2 support to Clients and internal business users. Work in shifts and Follow the sun model. Cater to clients needs, interact with development teams and build strategical solutions and reduce the TAT for resolution of customer queriesResponsibilities: • Cater to all the client queries• Maintain a cordial business relationship with clients to foster the production support role • Get expertise in functional and technical support which help in providing resolution to clients queries• Attend CAB meetings to discuss new releases and walkthrough meetings for new functionalities• Automate SOW checks through shell script and selenium for UI• Train new joiners and bring them up to speed to manage applications • Develop a good knowledge base by creating confluence page for each issue and encourage team members to do the same so that all are on same page• Drive Major incident calls during issues, perform RCA with respective teams and provide viable solution to development teams• Follow the ITIL process for releases, support, incidents and problems•Engage in various projects which are not part of BAU to showcase talent and enhance skills•Deliver trainings of functional knowledge who aspires to learn•SPOC for major activites on weekends like Major releases, Resiliency, Repave and much more•Leading a team of 4 people to provide support to APAC and EMEA regions

DJ Sanghvi

Bachelor of Engineering (BE)

Mithibai College

HSC