Mohanapriya Nagarajan

• Moved to Milan to set up and lead L1 Production Support for 250+ standalone applications across Payments, Markets, Trade Finance, Cash Management, and Foreign Branches areas.

• Built a new team from the ground up, managing 35+ offshore members and working closely with clients to define SOPs, KEDB, and escalation processes.

• Handled incident, and request management, preparing weekly and monthly reports with SLA and KPI analysis.

• Drove process improvements and introduced automation for repetitive monitoring tasks, helping optimize team efforts and reduce costs.

• Brought together two L1 teams through cross-training to balance workload and improve overall efficiency.

• Took care of access provisioning, and business user support, ensuring smooth day-to-day operations.

• Delivered quality service that earned client appreciation and positive feedback.

• Oversaw team appraisals, evaluated performance, provided feedback, and finalized ratings and band recommendations.

• Tools & Technologies: Mainframe (TSO, OPCE, LJCL) • Splunk • Zabbix • ServiceNow • Jira • Confluence • OpenShift • Airflow • Client-specific tools

• Took on additional leadership responsibilities for the same project, leading a 25-member L1 Production Support team handling mainframe-based Finance and Credit Risk applications.

• Look over the team activities, provided feedback, and conducted KT sessions for new joiners.

• Managed shift rosters, night shift allowances, leave planning, and BCP arrangements.

• Coordinated with clients for new responsibilities and ensured smooth transitions while maintaining SLA compliance.

• Participated in appraisal processes - reviewed performance comments, assigned ratings, and contributed to band decisions.

• Tools & Technologies: TSO • OPCE • SDSF • CHKP • LDB2 • LJCL • Beta92 • Datastage • Teradata • Linux • SAS • HPSM • ServiceNow

• Began my career in TCS providing 24x7 L1 production support for Finance and Credit Risk domains, managing 150+ standalone applications consisting of over 5,000+ mainframe jobs.

• Monitored batch jobs, analyzed JCL job abends, and ensured successful job completions within cutoffs and SLAs.

• Performed Linux health checks and used SAS tools to verify logs for JCL-based SAS programs.

• Managed incidents and service requests, collaborating with teams to resolve escalations and repeated issues.

• Tools & Technologies: TSO • OPCE • SDSF • CHKP • LDB2 • LJCL • Beta92 • Datastage • Teradata • Linux • SAS • HPSM • ServiceNow