Shwetha Nayak
Mississauga,ON
Summary
I am a self-motivated and enthusiastic software engineer with over 10years of experience in system engineering and corporate banking technology, excels in deploying robust support infrastructures and leading high-performance teams. I aim to leverage my technical expertise and leadership to drive innovation in product management and support. With a keen eye for enhancing customer experience, that elevate satisfaction and drive lasting relationships.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Associate
JPMorgan Chase & Co
Bengaluru, Karnataka, India
01.2022 - 12.2023
- Integral support provider for JP Morgan Chase APIs Gateway) and developer portal, specializing in SRE and incident management
- Proficient in fostering seamless collaboration across diverse teams, liaising with stakeholders such as product teams, helpdesk, developers, and back-office units to ensure API uptime and resolve production issues promptly
- Champion of toil reduction through automations : Streamlined API monitoring, metric calculations, payment reconciliations, and reporting processes to slash MTTR and bolster API availability continually
- Collaborated closely with product teams to optimize customer experience and system efficiency
- Innovated Chatbot solutions using Python, empowering helpdesk teams with swift and precise data access, resulting in a significant decrease in production support service tickets
- Engineered a Python-based app to extract and centralize data from disparate sources into a cohesive data lake
- Conducted comprehensive analysis of monthly incident data to pinpoint improvement opportunities, proactively offering solutions to enhance product performance
- Ensured production stability pre- and post-feature releases, executing seamless deployments via Jenkins/automated CI/CD pipeline.
Senior Business Systems Consultant
Wells Fargo
Bengaluru, Karnataka, India
04.2017 - 01.2020
- Spearheaded the establishment of a robust support team and infrastructure in India to facilitate the seamless operation of a new project
- Directed a team of 12 members across three rotational shifts, ensuring 24/7 coverage without night shifts
- Maintained high availability of the developer portal application and APIs, resolving inquiries and issues via email, phone, and other channels within Gateway Support
- Managed customer registration and entitlements, provisioning roles to streamline the transition from sandbox to validation to production environments
- Provided guidance to customers to achieve production readiness and advised on API capabilities
- Collaborated with platform, backend, development, testing, and other teams to expedite issue resolution and minimize downtime
- Engaged closely with business partners, architects, and technical groups to review, design, and implement requirements and strategies
- Implemented proactive monitoring to swiftly identify and address issues, documenting root causes and solutions for future reference
- Collaborated with documentation experts to refine user guides on the developer portal
- Continuously sought opportunities to enhance the customer experience and proposed new features for the portal to drive business growth
- Prioritized automation initiatives to reduce manual workload and improve efficiency
- Ensured seamless handover of responsibilities to US-based support teams, providing comprehensive incident reports and event summaries for continuity of support.
Senior System Engineer
Infosys Ltd
Mangaluru, Karnataka, India
06.2011 - 06.2014
- IPhone Activations | Client: Apple | May 2012 June 2014
- Migrated application from WebObjects to Spring framework
- Developed critical enhancements using Java and Spring technologies
- Led offshore module overseeing three key modules
- Contributed to two successful iPhone launches
- ICloud Support Tools | Client: Apple | June 2011May 2012
- Enhanced System Status Tool, iCloud Doodlebug, and MOTM
- Improved tool functionality and user experience
- Supported Apple Developers in resolving user issues.
Technical Associate
Tech Mahindra
Pune, Maharastra, India
08.2008 - 05.2011
- This role was a dynamic fusion of delivering production support and vigilant system monitoring, prioritizing the preservation of system integrity throughout online operations, spanning both L1 and L2 support tiers
- Tasked with implementing strategic changes across diverse applications, the aim was to optimize uptime during critical online hours and refine the automated telecom lifecycle for enhanced efficiency
- Responsibilities encompassed a spectrum of critical tasks, from conducting backup and maintenance operations to overseeing job control and managing make files
- Additionally, troubleshooting and debugging system servers are key functions undertaken to guarantee seamless operation and mitigate downtime risks.
Education
Bachelor's degree - Computer Science
Visvesvaraya Technological University
06.2008
Skills
- Product Management
- Production Support, SRE
- Incident Management, RCA
- Process Improvement, Performance Improvement
- Interpersonal Communication, Stakeholder management, Cross-Functional Teamwork
- Rest APIs, API Gateway
- Customer Service
- Change Management, CI/CD, Jenkins
- System Monitoring, Troubleshooting, Service Now, Geneos, Splunk, Grafana
- Python, Java/Spring, SQL
- Agile Methodologies, JIRA
- App dynamics
- Data Analysis & Reporting, Tableau
- Intellij
- Certificate management / Venafi
- New Hire Training, Quick learner
- Product Inspection, Attention to detail
- Customer Relationship Management (CRM)
- Team Player, Team Leadership, Excellent Communication
Accomplishments
- Excellence Award at JP Morgan - For creating efficiency and competitive advantage
- Champion Award at Wells Fargo - For leadership during a data center crisis
- Star Award at Infosys - For consistant performance and sheer commitment towards work
Certification
‘Data scientist’ certification from Simplilearn (powered by IBM) in May 2020
‘AWS Cloud Practitioner’ by AWS in March 2023
‘Product management’ certification by Rethink Systems in January 2024
Languages
English
Professional
Hindi
Native/ Bilingual
Kannada
Native/ Bilingual
Konkani
Native/ Bilingual
Career Gaps
Re-location (from India to Canada) break from Jan 2024 to present
Maternity break from January 2020 to December 2021 (almost 2 years)
Maternity break from June 2014 to May 2017 (almost 3 years)
Timeline
Associate
JPMorgan Chase & Co
01.2022 - 12.2023
Senior Business Systems Consultant
Wells Fargo
04.2017 - 01.2020
Senior System Engineer
Infosys Ltd
06.2011 - 06.2014
Technical Associate
Tech Mahindra
08.2008 - 05.2011
Bachelor's degree - Computer Science
Visvesvaraya Technological University
Similar Profiles
PASTELL JENKINSPASTELL JENKINS
Vice President of Operations at JPMorgan Chase, JPMorgan Chase & CoVice President of Operations at JPMorgan Chase, JPMorgan Chase & Co
Supraj CBSupraj CB
Analyst at JPMorgan Chase, JPMorgan Chase & CoAnalyst at JPMorgan Chase, JPMorgan Chase & Co
Noemie VillanuevaNoemie Villanueva
Retail Banking Associate at JPMorgan Chase, JPMorgan Chase & CoRetail Banking Associate at JPMorgan Chase, JPMorgan Chase & Co
Kimberly De La RosaKimberly De La Rosa
Waitress at JPMorgan Chase, JPMorgan Chase & CoWaitress at JPMorgan Chase, JPMorgan Chase & Co
Cassandra MandapCassandra Mandap
Nursing Clinical Student Practical Nurse at Humber River Hospital- Inpatient Surgery UnitNursing Clinical Student Practical Nurse at Humber River Hospital- Inpatient Surgery Unit