Gaurav Wahi has over 14 years of experience in application support, environment and release management. He has extensive experience managing support teams and establishing ITIL processes. Some of his responsibilities include managing vendors, supporting applications and environments, handling maintenance projects, and stakeholder management. He is PMP and ITIL certified with experience in roles such as VP, Project Lead, and System Analyst.

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Gaurav Wahi
Phone: +91-9620207221
E-mail: gauravw_2003@yahoo.com
Professional Profile
 PMP & ITIL certified with 14+ years ofexp. in (including about 9 years in Managerial roles) in Application
support,Environment & Release Management.
 Vast experience in managing multiple production/non production support teams(Inhouse OR Vendor
mgt(HCL,TCS,OFSS,IBM)) and establishingthestandards ITIL processes in the projects – Incident , Problem,
Change, Service Operations(L1/L2), Event, SLM Management, Serviceavailability,capacity &Financial
management etc.
 Vast experience in drivingcontinues serviceimprovement initiatives which yielded cost and operational
efficiencies.
 Instrumental in establishingand govering the Release Management Process
 Experience in managing(build & support)the multipleprod & non-prod environments and supportingthe
application runningon those environments.
 Experience of handling maintenanceprojects(emphasis on initiations, planning, execution and control process).
 Strong Stakeholder Management - Customer-focused, highly organized self-starter with effective
customer/stakeholders serviceskills and demonstrated ability tomanage technical & functional aspects of support
projects,build relationships,communicatesolution strategy and product offerings, and provide technical
expertise, support,and trainingto customers.
 Articulate communicator whocan fluently speak the languages of both people and technology, blending t echnical
expertise with exceptional interpersonal skills whileinteractingeffectively with customers,sales staff, and
engineering teams;adept at delivering presentations and demos.
Qualification Highlights:
 Information Technology  Project Management  Incident/Problem Mgmt
 ProdManagement(L1/L2/L3)  Vendor Management  SLA Management
 Env Support  Process Implementation  Vendor Transition
 People/Team Management
 Release Management
Educational Qualification
 1 yr Executive Program from IIM(C).
 PMP & ITIL foundation certified
 3 yrs PGDCA from IMS Ghaziabad
Technical Proficiencies
Programming Languages: C, Pro *C & Visual Basic 6, Visual Studio .Net 5,Shell Scripting,SQL,PL/SQL
Operating Systems: Unix (Solaris & HPUX 11), Windows NT4.0, Windows 95/98/2000/XP
Middleware : Weblogic 8.1, Websphere6.1
Database: Oracle 11.x
Tools : Remedy & Onyx (CRM Tools), Toad, SourceSafe, Rational ClearCase, Informatica 8.6,Control-
M,Tivoli,Geneos,HP ALM, Service now for ITIL processes
Reference Data Tools: Informatica MDM Hub and GoldenSource
Managerial Tools: Microsoft Project,Estimations tools
Soft Skills: Good Team Management, Planning, Organizing & Efficient Time Management, servicemanagement
skills. I have excellent communication skills, enthusiastic team player with positiveattitudeand a quick learner.

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Professional Experience
 VP from July 2009 till date, at DBOI(Deutsche Bank), Bangalore(Karnataka).
 Project Lead/SSE from Aug. 2004 to June 2009, at Fidelity Investments,Bangalore(Karnataka).
 System Analyst from Apr. 2003 to Aug 2004, at Ness Technologies, Bangalore (Karnataka)
 Software Engineer from Apr 2001 to Apr 2003 at ST Microelectronics Pvt.Ltd., Noida (Delhi NCR)
 Developer from Mar 1996 to Apr 1998 at Grace Fabrics Pvt Ltd, Noida (Delhi NCR)
Experience Details ( starting from latest )
DBOI -Deustsche Bank Position:VP
Project Details :
Project : Application Support(L2/L3) - Production and Non-Production
Applications : DBFeeds, DBReports, DBCube, DART, DBNavigate, Reference Data System
Vendor : Oracle Financial Services,HCL,TCS & IBM
Type of Project : Managed Services
Project Size : Engagement(90 resources,Inhouse & Vendor), Financial( 8 million Euro)
Duration : July 09 – Till present
Project Details:
Description : The suite of applications arepart of BI Services which cater to various business processes covering
Finance, Global Banking, Reconciliations etc. Technology landscapecovers unix shell scripting,Informatica 9,
Cognos, Oracle, Weblogic, SAP R3,Control-Metc. Processes under 24*7 L1/L2/L3 support are some of the key service
deliveries as a part of service management of this engagement.
Description : RDS delivers a reliableand timely golden source intra and end-of-day data serviceto support the
needs of front to back business processes. Consumers are required to use this golden source data within their live
business processes.The application platform is supported by 24*7(L2) application support model covering
UI(Running on Tomcat),Informatica Hub and GoldenSource for MDM, Java application(runningon Weblogic),
Oracle 11.02 databases with 15 TB of data size, Informatica PC for Data transformation and JMS for messages
distribution.
My key responsibilities were:
 Managing and governing vendor from delivery and process governance perspective, which constituteof L1/L2
support covering various processes(incident,problem, change, capacity,transition,deployment,event monitoring,
servicelevel management,releases) under service management.
 Engaged in application onboardingprocess which constituteof transition applications from non standard process
to standard process within Production and onboard vendor team to the support projects.
 Engaged with business,development teams on regular basis todiscuss on production stability,areas of
improvement,understand thefuture needs.
 Being a portfolio manager, responsiblefor all theescalations and represent in theStakeholder calls.
 Responsilbe for IP repatriation by transition theproject from external vendors to support hybrid model.
 Providing thedirection to theteam in the critical incidents and help them in reducing resolution time.
 Managing theL3 support process by making sure bug fixes are done properly and on time, correct prioritization of
workbeen done, problem tickets areopened for any RCA etc.
 Involved in defining SLA’s & OLA’s as a part of Service Level Management by understandingthe business needs.

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 Managing thechange management process by chairingthemeetings, help streamliningtheprocess and ensure
that all thestakeholders adhere to guidelines.
 Ensuring release plans arewell prepared and executed. Also ensuring that ETL code is deployed successfully by
deployment team.
 Regular meetings with engineering team over the current and proposed application architecture/infrastructure.
 Initiated various continued serviceimprovement meeting with stakeholders(dev, business,testing), providing
feedback to them which constituteof strengtheningNon-Function requirements,Operational readiness, affective
test strategy,change management process, strengtheningthemonitoringprocess etc.
 Responsible for provision the application infrasturturetosupport testingand business operations.
 Instrumental in settingup appropriatetest environment tosupport the test management lifecycle.
 Responsible for cost rationalization focusingon cost reduction by revisingmanaged services tieringlevel with
vendor(adjustment in servicelevel from Standard,Gold, Premium) as par the changing business needs. This has
helped reducing .5 million Euros recurringcost.
 Being a part of Vendor transition team,involved in all the transition phases of vendor consolidation initiative.
 Responsible for ensuringthat transitions gets executed with thehighest standard of excellence and attention to
detail from incoming and outgoing vendors.
Project Details:
Project : Release Management
Business Processes : Reference Data
Vendor : Inhouse
My key responsibilities were:
 Establishingthe release management process containingthe setup of Quality Gates and Control setup in the SDLC
of the applications.
 Ensuring all the application release passes through the Quality gates setup in therelease management process
 Govering the releases implemented with high quality and stablity
 Running the stablity calls
 Responsible for runningChange Advisory Board meetings
 Responsible for operational readiness of the releases
Project Details :
Project : Event Management – Strategy & Transition
Business Processes : Asia/EMEA Cash Payments, Finance
Vendor : HLC Tech, IBM
Type of Project : Service Management(EM- S&T)
Description : As a part of continues service improvement process, Event Management is the basis for Operational
Monitoring and Control. It is responsiblefor defining a comprehensivemonitoringstrategy which enables a
correlated view across the business-process,business application and IT infrastructurelayers.As such, the Event
Management strategy facilitates early detection of Incidents, automated monitoring, enrichment and response.
My key responsibilities were:
 Steering a event monitoringremediation program by engaging with Finance AS and support teams to device an
event monitoringfor multiple applications which translated intothe saving of a .4 million euros.
 Involved in StrategizingEvent Mgt Operational model
 As a part of EM- Strategy & Transition team,meeting with business process owners over application and business
process monitoringstrategies and execution plans.
 Meeting various applications stakeholders(support,Application development, engineering, infra, business teams)
related to respective business processes and identify SPOC’s in each area to participatein settingup business
process monitoring.
 Business process monitoringproject plan creation.
 Execution of project plan which constituteof identify current monitoringstateat application,infra and at business
process level, identify monitoringgaps, create remediation plan for each application followed by remediation and

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settingup business process monitoringfor respectivebusiness processes.
 Managing EM- Service and Transition team for ASIA PAC region and overseeing progress of projects in this
region.
 Being a part of EM, participatein Global Event Management meetings with an objectiveof improvingexisting
services and stability across theBank.
Initiative Details :
Initiative Name : Continues Service Improvement
Business Processes : 70 Applications for 5 Business Lines
Description : Leading a CSI with an objectiveto achieve operational & cost efficiencies across many applications
for multiple domains. The objectiveis aligned with Deutsche Bank Global objectivetoimprove the stability and
reduce the cost. As a part of an initiative,each Application team management signed up to focus on Change
Management(Reduction in failed changes, standardization of change governance process), Event
Monitoring(Identifying monitoringgaps, monitoringremediation,automation,cost savings), Service Teiring & Cost
Reduction(Assessment of current serviceteiringv/s required, frameworkcreation toreduce Incidents, Service
requests) and self identified open audit points to cater to multipleregulatory requirements.
My key responsibilities were:
 Settingup a core team to workon respective workstreams.
 Workstream objectivesetting&approval from Senior management on charter approval.
 Lead governanceframeworkto monitor the progress of each workstream against theplan and milestones.
 Report theprogress to Sr Management.
 Conflict management in case of difference of opinions within theteam.
Fidelity Investments Role: Project Manager
Client: Fidelity Investments,U.S.
Project Details :
Project : Online Infrastructure Support(OIS)
Client : Fidelity Investments, US
Type of Project : Production Support/Non Production Support
Description : OIS provides support to various mid-tier level applications in Retirement Services
area.The applications were used to support DB(Defined Benefit)/DC(Defined Contribution) related information. The
applications were either desktop or web based applications used by end customer or call reps in US. Also OIS is
responsible for deploying code to Linux and Window based server. OIS is also responsible for providing
infrastructure to the development teams for hosting their code, along with this OIS play a role of admin for
websphere and weblogic tools by setting up the environment for java based applications.
Project Details :
Project : DB-DC Batch Support
Client : Fidelity Investments, US
Type of Project : Production Support/Non Production Support
Description : DB-DC Batch support is responsible for providing prod/non-prod JOBS running from
Control-M, Informatica8.1.This group is responsiblefor settingup control-m/Informatica 8.1 jobs and responsible for
triaging issues and ensuring that issues are resolved in timely manner.
My key responsibilities were:
 Managing theOIS Support Team to provide application and infrastructuresupport toPWI Business Units by
successfully executing themove of transitioningthe support for these applications from US to India.
 Working with releasemanagement & application teams on deploying the applications todifferent environments as

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per the release plans for various applications.
 Working and co-coordinatingwith geographically dispersed team in order to resolve customer issues.
 Ensure quality delivery from all teams by ensuring customer satisfaction by respondingand resolving customer
issues queries and bugs within thepre-defined SLAs as per thesigned Support SOW.
 Support / Mentoring of team members,including individual and team skill-gaps and assimilation ofnew
technology skills.
 Establish and trackpersonal development plans of permanent employees.
 Ensuring that Infrastructureis provided on time, which included availability ofLinux/Window servers,servers are
build on time with proper frameworkand then on the top of that code is deployed successfully with the use of
weblogic, websphere,Shell Scripting,.Net tools.
 Handling team responsiblefor admin for websphere6.1 and weblogic8.1 midtier tools.
 Performance review through monthly one-on-onewith each team members.
Ness Technologies (I) Private Limited System Analyst
Project: Technical Support for the Infranet® Customer Management and Billing Platform
Client: PORTAL SoftwareInc. (now part of Oracle Inc.)
As an System Analyst, I was responsible for –
 Leading the ‘Global Technical Support Centre’ cateringto global clientele of PORTAL SoftwareInc.
 Supervisinga team of 8 to 16 team members (providing Application / Product Support to theworldwideclientele)
by distributingtheworkload between them and trackingmetrics regarding SLA compliance.
 Coordinating with thedevelopment and release engineering teams regardingnew releases of the product &
patches including the emergency bug fixes for the clients.
 Responsible for a group of high visibility customers in thegroup, for whom I have to trackthe incidents opened by
these exceptional customers and seeing to it that they get timely resolutions for their problems/bugs.
 Responsible for holding weekly conferences with thesehigh visibility clients regardingany open / pending issues
or incidents,which needs prioritization or immediateresolution.
 Reporting of ongoing status of issues including theSLA compliance metrics to my Technical Support Manager and
the respectiveRegional Manager for their analysis.
 Mentoring and conducting training’s for the new joinees.
 Reporting and updatingthe Technical Support Manager about the day-to-day issues and other concerns.
ST Microelectronics (India) Pvt Ltd Software Engineer
Project: Functional & Technical Support of Local ERP Package.
As a Software Engineer, I was responsible for –
 Working in the ‘Global Technical Support Centre’ for the Marketing Module (SGA, Sales Order & Scheduling) of
the ERP in ST.
 Providing Application and Business Support to the internal key customers (approx. 750 +) of ST Microelectronics
worldwideon 24 x 7 basis.
 Participation in themeetings with key users and prominent customers in order to understand their requirements,
to be implemented in the later releases.
 Participation in user meeting and technical evaluation meetings and getting their feedback.
 Analyzingthe impact of any new business rules that areto be implemented by theGeneral Designers on the
production databaseand providing the detailed report back to General Designers.
 Coordinating with Project Teams regardingthe support requests, bug fixing and releases & patches.

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 Preparevarious tools to automateSupport activities.Monitor and report infrastructure,Application and Business
problems.Responsible for the release of minor quick-fix patches and creation & maintenanceof Knowledge Base
for the use of team.
Grace Fabrics Pvt Ltd. Software Developer
As a Software Programmer, I was responsible for –
Designing, coding and implementation of software programming applications using GUI (Visual Basic) and MS
Access. Support and installing of the software applications at various sites. Maintaining a good cycle time for closing
of the reported bugs or problems by the worldwide users.