Agila Thiyagaraja

• Oversee the daily operations of the OMS, ensuring smooth and efficient processing of orders.
• Handle ServiceNow tickets, prioritizing issues based on severity and impact on business operations.
• Administer end-to-end payment systems, ensuring secure and efficient transactions.
• Coordinate daily scrum calls with various technical teams, fostering effective communication and collaboration.
• Train and mentor Level 1 support team, promoting continuous learning and development within the team.
  Implement process improvements to enhance system performance and user experience.
• Liaise with vendors and third-party service providers to resolve system issues and enhance system functionalities.
• Enhanced automation using servicenow tool to improve ticket handling process.
• Trained regional and Business users for .com ETE process.

Responsibilities:

• Involved in IT internal support system and campaign deployment for the multiple market
• Maintain the application availability based 24/7 for all APAC regions and developed customized reports.
• Familiarity with Litmus email testing platform
• Familiarity with Kanban board task management systems
• Strong understanding of relational data, querying/filtering and segmentation
• Experience with databases and query tools like Microsoft Access preferred
• Proficiency in JavaScript, SQL, Adobe Photoshop a plus (must be interested in learning)
• Proficiency in Google Suite Apps (Google Sheets, Google Docs, Google Slides, Google Data Studio) a plus
• Perform quality assurance on all campaigns, and assist in cross-checking the work of peers to ensure 100% accuracy
• Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
• Developed HTML email templates and also support Salesforce ticket .
• Used ticketing system and CRM to track and resolve open customer issues.
• Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.

Achievements:

• Achieves average accuracy of 99.90% across assigned clients in at least 2 of past 4 quarters.
• Completes assigned tasks on schedule, and proactively identifies risks to accuracy or timelines; Consistently updates status in a production tracker and provides updates as needed within status calls and reports;

• Interface with Exchange and Brokers for upgrades, setup, and daily operations.
• Monitor and manage the health of the trading infrastructure day to day, resolve issues both tactically and strategically; includes initial system startup, daily releases, and clean shut down/EoD book sign-off.
• Design release plans and verification of changes.
• Own and enhance all reconciliation procedures with regards to positions, cost accruals (trading fees, fixed costs, tax), booking, reporting and P&L
• Increase firm knowledge of core processes through and consistent system documentation
• Manage and Enhance Market data access Controls through review and dialogue with team members, and compliance
• Risk control, monitoring, and management including but not limited to daily hedges, rolls, position divests.
• Handling incidents and Release Management
• Well versed with the ITIL incident and Trade Floor support
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.

• Integrated automation into monitoring and security measures to reduce required employee attention.
• Worked as production support team member for discover project.
• Involved in L1 Support role in Extraction of Mobius reports and running jobs by using Unix command in Production server
• Involved in Monitoring the logs and jobs which have been submitted in Job Scheduling Console
• Importing and Scheduling Jobs
• Reconciliation of reports with Database by using SQL queries to match with Mobius repository and successful delivery of reports and created shell script to automate and execute the process on a daily basis using cron
• Worked in CRM based application support role.