Summary
Overview
Work History
Education
Skills
Certification
Extra Curricular Activities
Accomplishments
Affiliations
Additional Information
Technical Skills
Tools
Timeline
Generic

MAHESH PULI

Support Lead
Wanchai

Summary

I have 11+ years of experience in Production Support, Managed Services and Operations, leading Support and Operations teams providing end to end solutions for Financial Institutions both for Buy Side Clients like Hedge Funds, Fund Administrators using Order Management and Portfolio Management Systems and Sell Side clients using Trade Life Cycle and Electronic Order Management through FIX Connectivity. I have more than 5 years of experience leading teams and acting as a Primary Contact for all support queries for our clients. The teams I have worked and lead provided Production Support(all three levels, L1, L2 and L3), Job Monitoring, Escalations and Resolutions tracking incidents and queries through to closure using Incident Management Procedures. I have also provided training on the Portfolio Management Systems for all the new joiners in our teams and maintained confluence pages to ensure that the knowledge is documented for future use

Knowledgeable team lead with proven track record in leading support teams to enhance customer satisfaction and streamline processes. Successfully implemented initiatives that improved response times and resolved complex issues promptly. Demonstrated expertise in team collaboration and problem-solving, consistently ensuring seamless operations.

Overview

11
11
years of professional experience
2014
2014
years of post-secondary education
2
2
Certifications

Work History

Support Lead

Broadridge Asia Ltd – Hong Kong SAR
HongKong
05.2023 - Current
  • Ensure the clients' requests are monitored, acknowledged, and resolved in quick time.
  • Provided trainings and enhanced the training workflows, documentation, and provided ideations on using AI in the existing guides.
  • Set up workflows for critical service monitoring and helped the monitoring team automate client checks.
  • Meet clients for monthly reviews and perform weekly or monthly calls to enhance trust in the support team. Interact frequently with clients atleast 2-3 a day, as communication is key in support teams.
  • Ensure that urgent cases are being tracked, escalated internally, and raised in Bridge calls to quickly resolve the issue with minimal impact to the client.
  • Conducted regular performance evaluations and provided constructive feedback for continuous improvement among team members.
  • Mentored junior team members, providing guidance on best practices and professional development opportunities.
  • Streamlined support processes for increased efficiency and better response times.
  • Managed a team of 5 support professionals, fostering teamwork and setting performance goals.
  • Reduced average resolution time by implementing standardized troubleshooting techniques across the team.
  • Improved customer satisfaction by addressing and resolving support issues in a timely manner.
  • Enhanced communication channels within the organization to facilitate information flow between departments related to customer needs and concerns.
  • Developed and maintained relationships with key clients, ensuring long-term customer loyalty.
  • Provided technical expertise to resolve complex customer issues and facilitate smooth operations.

Team Leader, Senior Member Technical

Broadridge Financial Solutions India Pvt Ltd.
Hyderabad
03.2017 - 04.2023
  • Company Overview: Broadridge Investment Risk and Reference Data Solutions (BIMS). Clientele: All leading hedge funds in the USA, Hong Kong, and APAC regions. Applications: Analytics Master, Security Master, Price Master, Report Manager, Import Manager, Operations Manager, and Business Manager. Third Party Geneva: Accounting Platform used by Fund Admins. Service Providers FIX - Electronic Trading Platform, widely used by all clients for order management.
  • Primary point of contact for all support queries on order management, E order routing, FIX connectivity, FIX tag mapping, and debugging issues, reconciliation, trade life cycle, pricing, and processing corporate actions for all asset types.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Maintaining the support queue, prioritizing and assigning tickets, determining the urgency and appropriate personnel for each ticket, and working with the team to ensure clients are always updated on the status and resolution times for their queries.
  • Ensuring all intraday and end-of-day batch processes are completed for updating the static and dynamic data for all the securities held by the clients in their portfolio, processing corporate actions on the securities, and P&L and NAV calculations.
  • Training and mentoring new associates appropriately, and making them aware of all the BIMS Suite of Products, while ensuring they are able to work independently and effectively.
  • I will handle calls from the traders and operators, and I will try to resolve the issue on the call. I will help clients mainly in Hong Kong, Singapore, London, and India as part of my current shift.
  • Having good knowledge of fixed income and other asset classes, like equity, derivatives, and the finance industry.
  • Holding a B1 US visa and having traveled to the US and Hong Kong for business purposes.
  • Broadridge Investment Risk and Reference Data Solutions (BIMS). Clientele: All leading hedge funds in the USA, Hong Kong, and APAC regions. Applications: Analytics Master, Security Master, Price Master, Report Manager, Import Manager, Operations Manager, and Business Manager. Third Party Geneva: Accounting Platform used by Fund Admins. Service Providers FIX - Electronic Trading Platform, widely used by all clients for order management.

Level II Production Support

ICI Impact
Hyderabad
08.2014 - 03.2017
  • Company Overview: ICI Impact offers an Integrated, Online Securities Trading System (integrating a suite of front, middle, and back-office functions), with its core area being Fixed Income Trading and Processing. It caters to clients that include broker/dealers, securities firms, and Section 20 banks.
  • The Level II Support model is targeted at segregating the application into core areas, like General Ledger Accounting, Clearance, and Interfaces.
  • I worked on GL and interface issues, such as interest payments and redemptions, accruals and amortizations, and open items (creation, resolution, payment, receipt, waiver of open items).
  • End-of-day batch support to take care of processing trade file transmission, match processing, and open item life cycle.
  • Disaster Recovery Test Planning and Coordination for Internal and Industry-Wide (SIFMA) DRs.
  • Resolving reference data-related issues to ensure that the trading for outright and finance trades is processed on time during the trading day.
  • ICI Impact offers an Integrated, Online Securities Trading System (integrating a suite of front, middle, and back-office functions), with its core area being Fixed Income Trading and Processing. It caters to clients that include broker/dealers, securities firms, and Section 20 banks.
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.

Education

Bachelor of Technology - Computer Science Engg.

Vivekananda Institute of Technology And Sciences
Karimnagar
06-2014

Skills

Service level agreement management

Team management

Escalation handling

Feedback management

Incident management

Application support

Training and maintaining process docs

Client communication

Order Management,Portfolio Management

P&L ,NAV Calcualtions

Tableau Support

Reconciliation Specialist

Certification

NSE Academy's Certification in Financial Modules: Currency Derivatives, A Beginner's Module.

Extra Curricular Activities

Awarded 1st in DISTRICT Level Judo competitions held at Karimnagar, Satrajupally. Participated in state level Judo competitions held at Guntur, Nizamabad. Participated in ROBO GRAVITY workshop. Participated in YES+ course. Organized many CSR activities in current office.

Accomplishments

    Supported data centre migration for our 4 data centres for almost all 250 clients on weekends with no issues.

    Supported Citrix migration for all the 250 clients ensuring that there are no issues post migration

    Played a key role from support on T+2 settlement cycle change in the financial industry.

    Supported few activities with zero day changes and ensuring no down time for clients.

    Achieved many client renewal contracts by completing major critical deliverables with accuracy and efficiency.

    Collaborated with multiple teams in the DR activities.

Affiliations

Awarded with best employee of the year 2018 for the contributions and client accolades.

Recognized with Broadridge ACE Awards for accountability, engagement, and client-centric excellence in FY16, FY17.

Earned accolades for outstanding performance in resolving cases ,supporting client on special projects.

Recognized with super start award for on boarding Broadridge BPO to an existing client in BIMS and increase revenues in our business unit.

Numerous appreciations and recognitions from global clients and counter parts.

Additional Information

NSE Academy’s Certification in Financial Modules: Currency Derivatives, A Beginner’s Module.

Certified from National Stock Exchange (NSE) on Financial Markets modules.

Completed certification on Gen AI by broadridge university.

Participated in NNSC workshop conducted at IIT Delhi on VLSI designs.

Participated in Company day events to show case our projects .

Participated in CSR activities conducted by office and frequently visit the school maintained by Broadridge to support girl child.


Technical Skills

 SQL Server, VB ,C# ,AS400,MS Office suite, Notepad++, Window OS/ Unix/ Linux.

Tools

Tracked support cases on ticketing tools like Remedy,SalesForce  .

TFS,Jira for raising support cases to dev.

Confluence for documenting support procedures.

Grafana,Datadog for monitoring service alerts and checks logs.


Timeline

Support Lead

Broadridge Asia Ltd – Hong Kong SAR
05.2023 - Current

Team Leader, Senior Member Technical

Broadridge Financial Solutions India Pvt Ltd.
03.2017 - 04.2023

Level II Production Support

ICI Impact
08.2014 - 03.2017

Bachelor of Technology - Computer Science Engg.

Vivekananda Institute of Technology And Sciences

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MAHESH PULISupport Lead