Proactively managing and responding to incidents in alignment with Technology Services and ITIL best practices, with a focus on minimizing production outages and reducing their impact on critical FX trading systems. This includes end-to-end support for clients and stakeholders across the front, middle, and back office. Responsibilities span the Incident, Change, and Problem Management lifecycle, ensuring swift resolution, effective root cause analysis, and long-term service stability. Daily interaction with technologies such as Windows Server, Unix, Linux, Sybase, Oracle and MSSQL ensures seamless operational support and continuity. Key responsibilities: Prioritising and resolving production incidents impacting business users, ensuring timely and effective resolution to minimise disruption to critical trading operations. Acting as the first point of contact for client-facing communication, conducting initial investigation and diagnosis of incidents, and escalating where appropriate to ensure swift resolution. Utilising incident management platforms such as JIRA, ITSM, ServiceNow, and Remedy to monitor, identify, and triage incidents; resolving directly or reassigning based on impact and ownership. Coordinating with internal teams and stakeholders to drive resolution of incidents, including organising and leading conference calls or meetings when required. Providing 1st Level Support to Trading Floor users, offering real-time updates and issue tracking for production-impacting incidents. Participating in meetings related to new application functionality, with responsibility for knowledge transfer and ensuring support readiness across the team. Monitoring production applications and systems in real time, delivering immediate incident response and mitigation to minimise business impact. Managing user access requests in accordance with access control policies and compliance standards. Writing SQL queries for root cause analysis, troubleshooting, and producing ad hoc reports to support business and operational decision-making. Ensuring adherence to SLAs for incident resolution and overseeing the re-execution of failed batch jobs and EOD/EOM/EOY processes as needed.

Driving effective incident management by adhering to Technology Services and ITIL-aligned processes across Incident, Change, and Problem Management to proactively prevent production outages and minimize their impact across critical Cross Asset platforms (Equities, Fixed Income, Currencies, Commodities, and Funds) as well as Bank Notes and key Managed Leading Applications. Responsibilities include managing a broad range of production issues, from application startup failures and end-of-day (EOD) run disruptions, to reporting data inconsistencies, pricing anomalies, money order failures, trade flow bottlenecks, and trade processing errors. These are addressed with a focus on swift resolution, root cause identification, and continuous improvement to ensure operational stability and stakeholder confidence. Key responsibilities: Leading and participating in Incident Management activities to ensure rapid response, accurate diagnosis, and effective resolution of production incidents. Timely investigation and root cause analysis of incidents to minimise business impact and prevent recurrence. Daily use of incident management tools such as JIRA, ITSM, ServiceNow, and Remedy to log, prioritise, track, and escalate incidents in line with ITIL best practices. Acting as Incident Lead and/or Second-Line Support (2LS) Subject Matter Expert (SME) during major incidents, coordinating resolution efforts across multiple teams. Maintaining strong and consistent communication with all relevant incident stakeholders, ensuring clear updates throughout the incident lifecycle. Ensuring compliance with Service Level Agreements (SLAs) and taking proactive steps to avoid breaches. Debugging PL/SQL and Sybase stored procedures in real time to identify issues and implement fixes under pressure. Writing SQL queries to support incident investigation, generate business reports, and resolve data-related issues. Identifying, logging, and following up on defects, ensuring appropriate handover to development teams for long-term remediation. Enhancing application and infrastructure monitoring through tools such as Splunk and custom scripting across Windows, Linux, and Unix platforms. Collaborating with global Product Line Development teams to stay informed of planned changes, ensuring impact is assessed and appropriate documentation is in place. Managing application updates via scheduled releases and ensuring successful deployments with minimal disruption. Supporting global production initiatives aimed at strengthening the Incident Management process and improving operational resilience.

I took a planned career break to raise two children and manage the demands of a busy household. During this time, I remained actively engaged with technology and creative work through my role as a freelance Video Creator/Editor, using tools such as Wondershare Filmora and Adobe Creative Suite. This experience allowed me to stay current with digital tools, content creation trends, and software developments, while building strong transferable skills including time management, problem-solving, communication, and working under pressure. Through regular client collaboration, I also developed and maintained a professional mindset, meeting deadlines and delivering quality content—all while balancing family responsibilities. I am keen to rejoin the workforce, bringing renewed focus, resilience, and a strong foundation in both technical and interpersonal skills, ready to contribute in a fast-paced, team-oriented environment.