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Mrinal Mehrotra

*Available NOW* App Support Lead | Deloitte USI | Inc/Prb/Chg | IT Service Mgmt | Ex-BofA, Ameriprise, TCS e-Serve

India

13+ years of work experience

Deloitte
May 20213 yrsApr 2024

Hyderabad, Telangana, India

- Delivered L1/L2 support for Azure-hosted SaaS application (Tax Technology), sustaining 92%+ quality and CSAT scores. - Acted as SPOC for high-priority incidents, leading triage, escalation, and swift resolution. - Streamlined ticket workflows, cutting average resolution time and clearing backlog through SME coordination. - Collaborated with DevOps & product teams to deploy fixes, enhance platform stability, and reduce recurrence. - Authored SOPs, maintained KEDB, and conducted UAT testing for release validation. - Mentored analysts, managed shift operations, and delivered trainings to improve performance and readiness.
Bank of America
Feb 20156 yrs 4 mosMay 2021

Gurugram, Haryana, India

• Delivered L1 support for enterprise access review systems, ensuring seamless executive-level reviews. • Led shift operations, achieving 98% SLA compliance and effective incident prioritization. • Acted as SPOC for critical review issues, enhancing stakeholder communication and resolution ownership. • Authored SOPs and training documents, significantly strengthening team capabilities.
Ameriprise Financial Services, LLC
Dec 20121 yr 4 mosMar 2014

Gurugram, Haryana, India

• Handle P1/P2 incidents across global regions, coordinating multiple technical teams to ensure swift service restoration • Facilitated RCA meet-ups and PIRs, documenting lessons learned and tracking preventive measures • Participated in CAB reviews to evaluate risks, ensure alignment with open incidents, and support change readiness • Monitored outages during and after change implementations, validating system stability and minimizing business disruption
Tcs-E-Serve Services Limited.
May 20102 yrs 8 mosDec 2012

Gurugram, Haryana, India

• Provided L1 support for a credit risk application, ensuring timely escalation and resolution while coordinating with L2/L3 teams • Acted as incident coordinator for P1/P2 issues and contributed to paging required parties and drafting communications • Project: Transitioned BaNCS support from L2 to L1, improving efficiency and turnaround time

Education

Maheshwari Public School

10th

Maheshwari Public School

20011 yr2002
Maheshwari Public School

10+2, Business/Commerce, General

Maheshwari Public School

20031 yr2004

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Headline

*Available NOW* App Support Lead | Deloitte USI | Inc/Prb/Chg | IT Service Mgmt | Ex-BofA, Ameriprise, TCS e-Serve

About

With 14 years of diverse experience in application support encompassing L1/L2 support, major incident handling, incident and problem management, and identity and access management, I am a dynamic and results-oriented professional known for navigating complex technical landscapes and delivering innovative solutions. Experienced in utilizing a wide range of tools such as ServiceNow, JIRA, Azure DevOps, SQL and Swagger. I have a proven track record of effectively managing critical incidents, fostering collaborative relationships, and driving continuous improvement. My ability to communicate technical concepts to non-technical stakeholders and thrive in fast-paced environments makes me a valuable asset committed to leveraging technology for operational efficiency and user satisfaction.

Location

India

Work experience

Assistant Manager (Tax Technology) at Deloitte, May 2021 - Apr 2024 · 3 yrs, Hyderabad, Telangana, India, - Delivered L1/L2 support for Azure-hosted SaaS application (Tax Technology), sustaining 92%+ quality and CSAT scores. - Acted as SPOC for high-priority incidents, leading triage, escalation, and swift resolution. - Streamlined ticket workflows, cutting average resolution time and clearing backlog through SME coordination. - Collaborated with DevOps & product teams to deploy fixes, enhance platform stability, and reduce recurrence. - Authored SOPs, maintained KEDB, and conducted UAT testing for release validation. - Mentored analysts, managed shift operations, and delivered trainings to improve performance and readiness.

Sr. Software Engineer (Shift Lead/SME) at Bank of America, Feb 2015 - May 2021 · 6 yrs 4 mos, Gurugram, Haryana, India, • Delivered L1 support for enterprise access review systems, ensuring seamless executive-level reviews. • Led shift operations, achieving 98% SLA compliance and effective incident prioritization. • Acted as SPOC for critical review issues, enhancing stakeholder communication and resolution ownership. • Authored SOPs and training documents, significantly strengthening team capabilities.

Senior Associate Technology at Ameriprise Financial Services, LLC, Dec 2012 - Mar 2014 · 1 yr 4 mos, Gurugram, Haryana, India, • Handle P1/P2 incidents across global regions, coordinating multiple technical teams to ensure swift service restoration • Facilitated RCA meet-ups and PIRs, documenting lessons learned and tracking preventive measures • Participated in CAB reviews to evaluate risks, ensure alignment with open incidents, and support change readiness • Monitored outages during and after change implementations, validating system stability and minimizing business disruption

Senior Process Associate at Tcs-E-Serve Services Limited., May 2010 - Dec 2012 · 2 yrs 8 mos, Gurugram, Haryana, India, • Provided L1 support for a credit risk application, ensuring timely escalation and resolution while coordinating with L2/L3 teams • Acted as incident coordinator for P1/P2 issues and contributed to paging required parties and drafting communications • Project: Transitioned BaNCS support from L2 to L1, improving efficiency and turnaround time

Education

10th, Maheshwari Public School

10+2, Business/Commerce, General, Maheshwari Public School