Rubyann Thomas
BNP Paribas
Boston
11
years of professional experience
Senior Application Support Analyst & Business Analyst with 9+ years of experience supporting mission-critical financial systems across global Capital Markets (APAC, EMEA, AMER). Skilled in SQL, incident/problem management, UAT, and ensuring high availability and stability for front-to-back applications, ensuring the stability, performance, and availability of business-critical applications in financial and enterprise environments. Adept at working with Unix/Linux systems, SQL databases, and enterprise monitoring tools to minimize downtime. Proficient in documenting system bugs, reporting to Development team. Worked extensively with the business users in understanding and documenting requirements and technical specifications and enhance operational efficiency.
Work History
Application Production Support
3 Years 4 Months- Drive incident, problem, and change management activities, ensuring root-cause resolution and continuous improvement across systems.
- Conduct in-depth analysis of application logs, system alerts, and performance data to identify root causes and implement sustainable long-term solutions.
- Handle incidents, service requests, and operational issues using UNIX/Linux, SQL, and enterprise monitoring tools (Dynatrace, Geneos, Grafana, etc.).
- Collaborated with business stakeholders and project sponsors to define project scope, objectives, and onboarding workflow improvements.
- Participated in Quality Assurance (QA) and User Acceptance Testing (UAT) by preparing test cases, validating system functionality, and ensuring alignment with business requirements.
- Built strong stakeholder relationships by providing timely updates and being actively engaged in discussions and solution design.
- Global banking and financial services company
- Manage and resolve incidents using ITIL based practices
IT Business Consultant
4 Years 5 Months- Managed and prioritized incident tickets in ServiceNow, performed detailed Root Cause Analysis (RCA), and collaborated with L3/Development teams to implement permanent fixes and long-term solutions.
- Supported production issues by analyzing system behavior, validating data using SQL, and coordinating with technical teams for resolution.
- Worked closely with cross-functional teams including business users, developers, QA teams, and vendors to ensure smooth delivery, perform post-patch validation.
- Facilitated communication between Product Support, Development (L3), and Business teams to coordinate, track, and deploy fixes efficiently.
- Prepared detailed Root Cause Analysis (RCA) reports for major incidents and verified post-deployment stability across all affected applications.
- Oversee UAT cycles for enhancements and major releases, validating workflows, test cases, and regression scenarios.
- Global IT and business consulting services firm
System Analyst
1 Year 3 Months- Coordinated Disaster Recovery (DR) and Business Continuity (BCP) testing with Business, Infrastructure, and Application owners to ensure system resilience.
- Preparing the reports such aged tickets >7 days, >15 days and >30 days related to incident.
- Conduct testing to ensure that the systems work as expected. Logging ticket in CRM tool, Service Now.
- Defines application problem by conferring with clients; evaluating procedures and processes.
- Global IT and business consulting services firm
Education
Postgraduate Diploma - Application Development
Bachelor's Degree - Electronics and Communication Engineering
Skills
Operating Systems: Linux
Windows Server
Programming & Scripting: SQL
Python
Databases: MS SQL Server
MySQL
Dynatrace
Geneos
Grafana
Ansible Tower
Autosys
JIRA
Jenkins
ServiceNow
Salesforce
powerBI
Agile tools like Kanban boards or Scrum boards
Confluence
UAT
ITIL framework
SSO/UAM access management
Strong analytical and problem-solving ability
Adept at quickly diagnosing and resolving system issues.
Effective communicator with experience collaborating across development
QA
infrastructure
and business teams.
Fluent in English
intermediate proficiency in French.
Self-motivated learner who stays updated on emerging tools and best practices.
Poduction Support & Incident Management
Root Cause Analysis (RCA) and post-incident documentation
ITSM & Collaboration Tools
Communication & Stakeholder Management
Timeline
Application Production Support
BNP Paribas
02.2023 - CurrentRead More
IT Business Consultant
CGI
08.2018 - 01.2023Read More
System Analyst
CGI
08.2015 - 11.2016Read More
Bachelor's Degree from Electronics and Communication Engineering
Read More
Postgraduate Diploma from Application Development
Read More