RAJ B KANAGA BALASUBRAMANIAM

• Led global application support transformation across 12 countries, managing 21+ team members across 3 regions within a 4-month timeline.
• Implemented an AI automation strategy targeting 85% ticket self-deflection through Agentic AI for enterprise clients, achieving zero knowledge loss during the transition.
• Orchestrated merger of regional support teams (APAC: 13 members, EMEA: 9 members across Malaysia, Jersey, Greece, and the UK) into unified Global Support and Legacy Support divisions.
• Established 24/7 global support coverage, addressing EMEA client service gaps following organizational restructuring.
• Successfully hired eight critical team members for Viewpoint application support after resolving year-long recruitment challenges.
• Negotiated the Fresh Desk contract renewal, achieving optimized licensing, and implemented enhanced ticket lifecycle management.
• Extended ITIL framework implementation from Incident Management to include Problem Management, and Change Management capabilities.
• Managed high-level escalations from client CEOs, C-suite executives, and Sales SVPs, implementing action plans that reduced escalation frequency by 40%.
• Ensured ISO, ISMS, and ITSM compliance across all internal support processes, maintaining 100% regulatory adherence.
• Upskilled Level 1 team members to Level 2 roles across accounting, BPA, RRC, and finance domains, with clear Level 3 progression paths.
• Transformed the support culture from a family-business approach to a performance-focused, enterprise-level operation, improving service delivery standards.

• Managed Experian Micro Analytics (Dynamic Airtime Advance) and Power Score L1, L2, and L3 support operations for telecommunications clients.
• Oversaw end-to-end IT support and operations management, implementing ITIL processes (Incident Management, Change Management, Problem Management).
• Led high-severity incident bridges and war rooms as Incident Manager, driving comprehensive investigations, and delivering Post-Incident Reviews (PIR) and Root Cause Analysis (RCA) to clients.
• Managed client and stakeholder experience by conducting weekly and monthly service review calls, ensuring 99.9% SLA compliance and uptime commitments.
• Achieved department goals through strategic planning and performance metrics implementation, maintaining budget compliance, and increasing operational profits by 15%.
• Led a comprehensive client onboarding process, including solution/contract review, team training, client training, and continuous support process improvements.
• Cross-trained employees across multiple domains improve team flexibility and performance, reducing single points of failure by 60%.
• Built and maintained relationships with clients and internal stakeholders through account development, achieving a 95% client retention rate.
• Lowered operational costs by 20% through process improvements and resource management optimization.
• Ensured team adherence to support COE/organization standards and best practices, including internal/external stakeholder escalation management.

• Spearheaded a high-performing 24x7 support team, delivering exceptional service to telecommunications clients while driving a culture of operational excellence.
• Led Experian Micro Analytics and Power Score L1/L2 support operations, ensuring seamless end-to-end IT support aligned with ITIL flows.
• Managed high-severity incidents and led war room sessions, collaborating with internal teams to deliver comprehensive Root Cause Analysis (RCA) and Post-Incident Reviews (PIR).
• Fostered strong client relationships through regular service review calls, ensuring that contractual Service Level Agreements (SLAs) and uptime commitments were consistently met.
• Led the client onboarding process, encompassing solution review, team upskilling, client training, and continuous support process improvements, ensuring seamless integration.
• Spearheaded a Lean Six Sigma Greenbelt project focusing on monitoring and alerting optimization, achieving a 70% reduction in overall support team efforts, and a 50% uplift in support team capacity.
• Contributed to end-to-end support and process improvement initiatives for Experian products, including PCSM, PCCM, PCO, Fraud and ID, and Hunter systems.

Role and responsibilities are BAU Support, Enhancement, Vendor/Stakeholder Management (Internal/External) and Maintenance of supported application such as BNM Regpro, BNM ITEPS, CCRIS submission and Payroll system.

Role summary

• Provided end-to-end application support and operational ownership for STS/iBanking across production, DR, and test environments (UAT, UVT/SIT). Combined deep functional knowledge with BAU discipline, process improvements, and team leadership to strengthen system stability, meet SLAs, and enable smooth customer migrations and releases.

Core responsibilities (detailed)

SLA-driven incident and change handling.

• Managed day-to-day incident tickets, support emails, and change requests; triaged, prioritized, and escalated issues according to severity and business impact to ensure resolution within agreed SLAs for both online and batch windows.
• Proactively monitored Service Manager queues and the central support inbox to pick up new incidents, aging items, and potential SLA breaches; coordinated immediate actions or escalations to protect business continuity.
  

Knowledge management and cross-training.

• Maintained a central knowledge repository and runbooks for STS modules and BAU processes; updated documentation continuously to reflect fixes, workarounds, and process changes.
• Conducted cross-training and knowledge transfer sessions for PSS and other support teams to broaden coverage, remove single-point dependencies, and accelerate issue resolution.
  

Escalation documentation and stakeholder communication.

• Prepared WIG/incident documents for Incident Management that detailed escalation hierarchies, issue trends, impact assessments, and recommended actions.
• Served as the focal point for the support inbox, assigned and escalated issues to the correct teams, ensured updates were captured in the ticket, and kept stakeholders informed until closure.
  

High-severity incident leadership and RCA.

• Led conference bridges for high-severity incidents involving dev/L3, DBAs, and external teams; drove formal Root Cause Analysis (RCA), documented findings, and tracked corrective actions and permanent fixes to closure.
• Prioritized fixes for issues with business or financial impact to minimize recurring disruption.
  

Preventive measures and quality improvement.

• Authored Immediate Action (IA) documents and PSS code-fix guidance for recurring issues to reduce repeat incidents and lower low-severity ticket inflow.
• Focused on reducing batch service failures and improving online stability through trend analysis, preventive checks, and process changes.
  

End-to-end code fix validation and release support.

• Coordinated and performed end-to-end validation of code fixes across UAT and Production in collaboration with L3 and development teams; verified fixes, managed test cycles, and ensured production readiness.
• Participated in new version implementations to ensure a complete handover from development to PSS, and to support smooth transitions.
  

Database patching and configuration changes.

• Prepared, obtained approval for, and executed DB patches (Smart Patch) in Production for data-related issues, following change control and risk mitigation processes.
  

Stakeholder engagement and reporting.

• Handled frequent conference calls and technical inquiries from franchise users and service managers across supported countries (Pakistan, Angola, Sri Lanka, Bangladesh, United Arab Emirates, Bahrain, Oman, Qatar, and Jordan).
• Produced weekly reports for Country Managers and PSS Managers, summarizing system performance.

Role summary

• Acted as a Business Consultant with primary responsibility for test leadership and quality assurance across the application lifecycle. Gained a broad understanding of business structure and application functionality while leading test strategy, coordinating with end users and technical teams, and ensuring compliance with industry standards.

Core responsibilities (detailed)

Master Test Plan creation and test leadership.

• Developed the Master Test Plan covering scope, entry/exit criteria, resource requirements, environments, schedules, and risk/mitigation for full product-cycle testing.
• Led end-to-end testing activities, coordinating SIT and UAT phases, assigning test ownership, monitoring progress, and ensuring all test milestones were met.
  

Test repository and test artifacts.

• Built and maintained a central test repository containing test cases, test scripts, test data sets, defect logs, and traceability matrices to requirements.
• Ensured version control and accessibility of test assets so developers, QA, and business users could consistently reproduce and validate test results.
  

System Integration Testing (SIT) & User Acceptance Testing (UAT).

• Designed and executed SIT test scenarios to validate integration points between modules and external interfaces, and identified and tracked integration defects to resolution.
• Planned and delivered UAT: prepared UAT scope, detailed test scripts, and acceptance criteria; scheduled UAT cycles, and coordinated the sign-off process with business stakeholders.
  

End-user engagement and cross-functional collaboration.

• Worked closely with customers' end-user groups to capture real-world test scenarios, validate business workflows, and obtain timely UAT feedback.
• Collaborated with developers, infrastructure, and support teams to reproduce issues, prioritize fixes, and confirm remediation in subsequent test cycles.
  

User documentation and training.

• Prepared comprehensive user guides, quick reference cards, and step-by-step procedural documents tailored to end-user roles.
• Conducted functional training sessions for customer end users to ensure confident adoption, accurate UAT execution, and to reduce post-go-live user issues.
  

UAT support and lifecycle ownership.

• Provided hands-on support throughout the UAT lifecycle: triaging user queries, validating defect fixes, re-testing resolved items, and managing final acceptance sign-offs.
• Coordinated defect severity assessments, and ensured permanent remediation or documented workarounds where necessary.
  

Third-party solution analysis and review.

• Assessed
  

Role summary

• Provided day-to-day production, DR, and UAT support for multiple core banking and payments applications. Accountable for incident handling, change coordination, knowledge management, on-call response, and stakeholder communication across global Diners Club franchises, issuers, acquirers, and internal teams.

Core responsibilities (detailed)

General support and incident handling.

• Owned daily queue management: triaged and worked on incident tickets, support emails, and change requests; ensured appropriate actions and escalations based on issue severity and business impact.
• Proactively monitored the Service Manager and the central support inbox to identify new incidents and aging items; prioritized work to meet agreed SLAs for both incident response and resolution.
• Maintained situational awareness of ongoing issues and current problem trends to prevent SLA breaches, and to escalate when required.

Service Manager and ticket lifecycle management.

• Created, updated, and closed incident tickets in Service Manager for every reported issue; ensured tickets contained clear diagnostics, RCA notes, workarounds, and remediation steps.
• Acted as the primary coordinator for the DCISC support inbox, assigned tickets to the correct teams or individuals, escalated unresolved items through the proper hierarchy, and tracked progress to closure.
• Updated support notes and process documentation within Service Manager to reflect fixes, temporary workarounds, and known-issue guidance.
  

BAU application support (end-to-end)

• Delivered business-as-usual support across a portfolio of applications, including Xchange (Dispute Management), Xpress/Relay (Diners Club authorizations switch), Franchise Bridges, Interchange (DCI electronic interchange), GUI-1 (Franchise Applications), Discover/MasterCard batch clearing, GUI-2 (Global Fraud Database), and AER Global Vision (remittance processing).
• Provided functional troubleshooting, validated data flows, coordinated with application owners, and ensured continuity of critical payment and switching services.
  

Root cause analysis and remediation.

• Ensured RCA was completed for supported application incidents, coordinated code fixes or configuration changes, and tracked remediation through testing and production deployment.
  Prepared IA/solution notes, and ensured permanent fixes were scheduled as changes, rather than relying on repeated manual workarounds.
  

On-call and out-of-hours support.

Served on rotational on-call duty for out-of-hours incidents, with a primary focus on XPRESS, BRIDGE, and Authorisation systems; initiated conference bridges, and liaised with on-

Role summary

• Provided end-to-end production support and troubleshooting for the in-house eBBS core banking system, covering both online operations and End-of-Day (EOD) processing. Accountable for incident resolution, SLA adherence, root-cause analysis, preventive controls, release verification, and cross-team coordination to ensure uninterrupted business operations.

Core responsibilities (detailed).

Incident management and SLA delivery.

• Owned the full lifecycle of incident tickets raised by business users: triage, classify by severity, coordinate investigation with appropriate teams, implement fixes or workarounds, and close incidents.
• Ensured support met agreed SLAs for both online and EOD windows by prioritizing, escalating, and tracking issues according to severity and business impact.
• Maintained day-to-day focus on resolving high-impact incidents within SLA to prevent business or financial disruption.
  

Escalation, reporting, and stakeholder communication.

• Prepared WIG/incident documentation for the Incident Management team, detailing escalation hierarchy, issue trends, impact assessment, and recommended actions.
• Conducted regular conference calls and provided status updates to Country Service Managers, PSS managers, and business stakeholders until incidents were resolved.
• Produced weekly reports to Country Managers and PSS Managers, summarizing system performance, incident trends, and open remediation items.
  

Root cause analysis and high-severity incident handling.

• Initiated and led conference bridges for high-severity incidents, coordinating developers, DBAs, PSS, third parties, and business owners.
• I drove a formal Root Cause Analysis (RCA) after critical incidents, documented findings, defined corrective actions, and tracked remediation to closure to prevent recurrence.
  

Knowledge management and cross-training.

• Maintained and updated a central knowledge repository for both online and EOD modules, including runbooks, troubleshooting guides, and configuration notes.
• Conducted cross-training sessions within the team and with PSS members to share critical system knowledge, ensure coverage, and reduce single-person dependency.
  

Preventive measures and quality improvement.

• Developed Immediate Action (IA) documents and code-fix guidance for recurring issues to reduce repeat incidents and lower low-severity ticket inflow.
• Proactively analyzed incident trends to identify preventive measures that reduced EOD service failures and improved overall support quality.
  

Release verification and end-to-end support for code fixes.

• Provided end-to-end validation for code fixes at UAT.

Role summary

• Developer responsible for end-to-end delivery of enhancements and small projects for the in-house eBBS core banking system: converting business requirements into functional and technical specifications, implementing code changes, testing, and deploying releases while following Group procedures.

Core responsibilities

• Requirements translation and design: Analyzed business requirements and produced clear functional and technical specifications to ensure development aligned with business intent and operational constraints.
• Development and implementation: Developed, reviewed, and unit-tested code changes; packaged and promoted releases through test and production environments per change-control procedures.
• Testing and verification: Executed unit, integration, and system testing; collaborated with QA to validate end-to-end behavior and regression impact prior to deployment.
• Release and deployment support: Supported deployment planning and provided hands-on assistance during production rollout and cutover activities; diagnosed and remediated post-go-live issues.
• Reporting and project tracking: Maintained daily progress reporting to the team lead and line manager, tracked risks and issues, and adjusted priorities to keep deliverables on schedule.
• Knowledge transfer and team enablement: Conducted cross-training and knowledge-sharing sessions to accelerate the onboarding of new team members and to disseminate system and process knowledge.

Key achievements.

• Maintained high production quality: Delivered change-related projects with zero high-severity production incidents, and zero audit findings for the work managed by the development team.
• Improved team capability: Established structured cross-training that reduced ramp-up time for new team members, and increased overall team productivity and resilience.
• Consistent on-time delivery: Regularly met scheduled release timelines through proactive reporting, risk mitigation, and efficient collaboration with stakeholders.
• Minimized operational risk: Enforced adherence to Group change and release procedures, resulting in fewer rework cycles, and smoother production deployments.

Quality and testing highlights.

• Implemented a layered testing approach (unit, integration, system) to detect defects early and reduce regression risk.
• Collaborated with QA and business users on acceptance criteria and test scenarios to.