Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
Timeline
Generic

Moiz Bagwala

Mississauga,Canada

Summary

Seasoned IT professional with over 15 years of experience in production application support, project management, and team leadership. Proven track record in managing large-scale IT operations, ensuring system reliability, and leading cross-functional teams to deliver high-quality support. Adept at troubleshooting complex issues, optimizing performance, and implementing strategic improvements to enhance service delivery.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Lead Site Reliability Engineer

S&P Global Market Intelligence
03.2022 - Current
  • Working on all aspects of production support for various applications along with some of 3rd party vendor products including incident resolution or proactive mitigation, change & problem management; would ensure compliance to all agreed SLAs and requirements
  • Performed tech operational tasks including coordinating all resources and stakeholders, planning and setting milestones, assigning responsibilities and monitoring, summarizing and communicating progress and status.
  • Ensured high availability of services by developing comprehensive disaster recovery plans and backup procedures.
  • Measure and optimize system performance, with an eye toward pushing our capabilities forward, getting ahead of customer needs, and innovating for continual improvement
  • Developed custom scripts/tools as needed to automate routine tasks, increasing overall team productivity and efficiency.
  • Analyzed existing systems and databases and recommended enhancements to solve business needs
  • Evaluated new technologies and tools to enhance overall system performance, stability, and security.
  • Improved incident management workflows by creating comprehensive documentation on troubleshooting procedures and common issues resolution steps.
  • Ensure that production issues, audit findings, situation review findings, IT security findings and user’s needs for assistance are addressed in a safe and timely fashion and with all relevant communications
  • Mentored junior engineers, sharing knowledge of best practices for site reliability engineering methodologies.
  • Liaised between developers and QA testers, ensuring seamless communication throughout project lifecycle.

Senior Manager, Production Application Support

Citibank
01.2019 - 03.2022
  • Lead and manage a team of 10+ application support engineers, providing 24/7 support for critical business applications.
  • Facilitated training sessions for new team members on application features and troubleshooting techniques
  • Oversee incident management, problem resolution, and root cause analysis for major incidents.
  • Drive internal and business user related service review meetings covering performance, service improvements, quality and processes
  • Identify KPI and reporting needs across the areas and generate dashboards for management and business reporting
  • Provide regular reports on application performance, support metrics, and improvement initiatives to senior management.
  • Drive continuous improvement initiatives, leading to a 20% reduction in incident volume and a 15% improvement in resolution times.
  • Manage vendor relationships and negotiate SLAs to ensure external support meets organizational standards.
  • Oversaw department budgeting and employee hiring, consistently meeting targets and maintaining profitable operations.

Senior Consultant

BMO Financial Group
05.2018 - 10.2018
  • Enhanced interfaces to promote better functionality for users
  • Investigated system issues and implemented resolutions to reduce downtime
  • Designed support structure needed to confirm scalable application rollouts
  • Identified value opportunities to exploit product for maximum business effectiveness
  • Automated monitoring and security measures to reduce required employee attention
  • Worked effectively in fast-paced environments
  • Identified issues, analyzed information and provided solutions to problems
  • Participated in team projects, demonstrating ability to work collaboratively and effectively
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
  • Resolved problems, improved operations and provided exceptional service
  • Demonstrated leadership skills in managing projects from concept to completion.

Technical Lead

BNP Paribas ISPL
07.2014 - 04.2018
  • Worked on application tools upgrades, new releases, bug fixes, and system enhancements
  • Collate and analyze requirements, design, configure code, test and resolve issues in a development and production support environment
  • Prepare implementation plan and conduct walk through to the users
  • Worked on complex user queries related to the application tools and resolve them within the SLA
  • Design, create, maintain, and optimize SQL database tables
  • Work with key stakeholders within all business functions to align technology solutions with business strategies and collect approvals
  • Provide training/documentation to team, users and other support groups
  • Develop and maintain required tables, views, stored procedures, functions and triggers to accommodate existing and new business logic in Microsoft SQL Server environment to support liquidity and derivatives reporting process
  • Analyze the reporting requirements and demonstrate to the business by simulating the calculations
  • Develop and design Tableau reports as per business requirement
  • Act as the escalation point for business issues and serve as a main integration point for business needs to technical specifications
  • Lead major projects and initiatives, interacting and collaborating with team members, and other technology groups as needed to ensure successful project implementation.

IT Analyst

Tata Consultancy Services Ltd
02.2010 - 07.2014
  • Improved performance and resource utilization by assessing and analyzing opportunities to optimize operational environment
  • Troubleshoot functional issues in complex financial environment, with various applications and architecture regionally and/or globally
  • Performing configuration changes in production, as required, ensuring that bank's change management policy and procedures are adhered
  • Perform Incident and Problem management including prioritization, cause analysis and escalation to appropriate groups
  • Providing on-call support for critical activities during off hours
  • Participate in Disaster Recovery Plan, as member of technical recovery team or control center supporting application problems and contributing to overall success of Disaster Recover test
  • Provide RCA (Root Cause Analysis) and recommendation to application development team to increase stability of system and reduce number of incidents created for application.

Education

MBA - Information Technology -

Symbiosis College, Pune
09.2013

Bachelor of Engineering - Electronics And Telecommunication -

Pune University, Pune
08.2009

Skills

    Cloud Platforms: AWS

    Technical Skills: Application Support, Incident Management, Problem Resolution, Root Cause Analysis, ITIL, Monitoring Tools, Scripting (Python, Bash), SQL, Oracle, Windows/Linux Administration

    Monitoring Tools: Prometheus, Grafana, Datadog, Splunk, Centreon, ITRS Geneos, PagerDuty, Autosys, Tidal Scheduler

    Automation & Orchestration: Kubernetes, Docker, Terraform

    Ticketing Tools: Service Now, JIRA

    Site Reliability: Incident Management, Problem Management, Change Management, Monitoring Systems, On-call Experience, Service Level Objectives (SLOs), Fault Tolerance, Disaster Recovery

    Management Skills: Team Leadership, Project Management, Strategic Planning, Vendor Management, SLA Negotiation, Performance Management, Continuous Improvement, Training and Development

    Soft Skills: Excellent Communication, Problem-Solving, Analytical Thinking, Customer Service, Stakeholder Management, Conflict Resolution

Certification

  • AWS Certified Cloud Practioner, 07/01/23
  • ITRS Geneos Foundation, 03/01/19
  • ITIL V3 Foundation, 02/01/13
  • IBM Certified Operator - AIX 6.1 Basic Operations, 09/01/12

Accomplishments

  • On the spot Award - Issued by TCS for outstanding performing in handling complex production issues and resolving them within SLA
  • Bravo Award- Issued by BNP Paribas ISPL for outstanding Performance in upgrading the Imatch tool and completing the migration project on time.
  • Silver Award - Issued by Citibank in 2019 for outstanding performance in supporting the critical trading application.
  • Gold Award - Issued by Citibank in 2021 for driving the Disaster Recovery Plan of the application single handedly and completed successfully in first attempt

Languages

English
Native or Bilingual
Hindi
Native or Bilingual

Timeline

Lead Site Reliability Engineer

S&P Global Market Intelligence
03.2022 - Current

Senior Manager, Production Application Support

Citibank
01.2019 - 03.2022

Senior Consultant

BMO Financial Group
05.2018 - 10.2018

Technical Lead

BNP Paribas ISPL
07.2014 - 04.2018

IT Analyst

Tata Consultancy Services Ltd
02.2010 - 07.2014

MBA - Information Technology -

Symbiosis College, Pune

Bachelor of Engineering - Electronics And Telecommunication -

Pune University, Pune

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Moiz Bagwala