Viswanadh Panchagnula is an IT expert with over 9 years of experience providing production support and conducting root cause analysis for issues in banking and insurance applications. He has extensive experience supporting the BASE24-eps system at ACI Worldwide Solutions and also supported applications like BASE24-eps, Payments Manager, and Siebel ERP at prior roles at Cognizant Technology Solutions and KeyBank. His technical skills include UNIX, shell scripting, SQL, and tools like Job Scheduling Console and SQL Navigator.

1. Viswanadh Panchagnula
E Mail: vissu59@gmail.com Contact: + 91 9986800085
Professional Background
• Recognized IT expert with 9+ years of experience in providing Production Support, conducting root
cause analysis and providing long term fixes to issues in Production as part of Incident Management
and Problem Management for business critical applications in Insurance and Banking Domains. Has
also worked on short term business critical enhancements as part of application management.
• Has extensive experience in providing L2 support and working closely with client teams and users for
resolution of issues occurring in production. Maintained high application availability and services
delivered as part of the agreed service levels.
Employment History
Name of the Company Designation Address of the
Employer
From To Duration
(Months)
Cognizant Technology
Solutions India Limited
Associate
Cognizant Technology
Solutions India Limited,
Hyderabad -500090.
March,2007 Nov 2013 80
ACI Worldwide Solutions
Pvt Ltd
Technology
Analyst
ACI Worldwide Solutions
Pvt Ltd, Bangalore
Nov 2013 Till Date 38
Technical Skills
Operating System Windows 98/2000/2003/XP, Unix Variants
Programming Languages UNIX,Unix Shell Scripting
Database SQL
Utilities & Tools Job Scheduling Console, SQL Navigator, FileNet Capture professional,
Putty, Base24-eps Support.
Organizational Experience
1. Base24-eps Support:
Organization Name ACI Worldwide Solutions, Bangalore
Project Title BASE24-eps Support
Industry Banking and Financial Services
Client ACI
Operating Systems UNIX Solaris 10
Programming languages Unix, Shell Scripting, SQL
Utilities & Tools Base24-eps Versions , ASSET
Project Objective:
To provide research, support, best practices and training on BASE24-eps Products.
Role and Responsibilities:
 Supporting BASE24-eps product for various customers.
 Providing guidance and support to the Vendor for the bugs found in product.
 Working on incident tickets on priority basis.

2.  Working on the incidents upon the request and resolving the customer issues with the
product.
 Application testing, support and parameters configuration for BASE24-eps 8.2,9.2,11.1,2.0
 Co-coordinating with AD teams to upgrade complete BASE24-eps product to the next
versions and delivering it to customers.
 Will provide guidance to the Vendor on the bugs they found in upgraded product.
 Timely status updates on the task completion status of the team, acknowledging and
resolving issues within SLA’s
 Will deliver fix/patches to customers after finding the root cause of the issue.
2. First Data Slovakia PTG:
Organization Name Cognizant Technology Solutions, Hyderabad
Project Title First Data Slovakia Product testing group
Industry Banking and Financial Services
Client FD
Operating Systems UNIX Solaris 10
Programming languages Unix Shell scripting
Utilities & Tools Debit Card Authorization System ( Base24-eps) ,
Reconciliation ( Payments Manager ),ASSET
Project Description:
A competency center or a capability center with foundations collaborating with each other to pursue
excellence in EFT Applications mainly focused on BASE24-eps Technology. Associated with EFT
software tools, BASE24-eps PoS business concepts on Service-oriented architecture or business
intelligence with a clear focus on BASE24-eps Application.
Role and Responsibilities:
 BASE24-eps production and application support for different versions of eps.
 Working on incident resolutions for BASE24-eps application.
3. Key Bank - Application Maintenance and Support:
Organization Name Cognizant Technology Solutions, Hyderabad
Project Title Key Bank Application Maintenance
Industry Banking and Financial Services
Client Key Bank
Operating Systems UNIX Solaris 10
Programming languages Unix Shell scripting
Database SQL , Ctree
Utilities & Tools Debit Card Authorization System ( Base24-eps) ,
Reconciliation ( Payments Manager )
Client Description:
Cleveland-based KeyCorp (NYSE: KEY) is one of the nation’s largest bank-based financial services
companies, with assets of approximately $98 billion. Key companies provide investment management, retail
and commercial banking, consumer finance, and investment banking products and services to individuals and
companies throughout the United States and, for certain businesses, internationally.
KeyBank offers its wide range of customers with various banking options: Key Community Banking
(Regional Banking, Commercial Banking) and Key National Banking (Key National Finance, Real Estate and
Corporate Banking services, KeyBank Capital Markets and Victory Capital Management)
Key Community Banking includes the consumer and business banking organizations associated with
the company’s 14-state branch network. The branch network is organized into four geographic regions:
Northwest, Rocky Mountain, Great Lakes and Northeast. Key National Banking includes those corporate and
consumer business units that operate from offices within and outside Key’s 14-state branch network. Its
reach extends across the U.S. and to more than 40 countries.
Project Description:

3. The project involved a transition from the existing production support team to the Cognizant team and upon
transition, Cognizant has undertaken the BAU support for majority of the applications of the bank
The Core Customer Portfolio consists of a suite of applications that facilitate the core functioning of the bank.
This system being the heart of Keybank’s business processes, it provides functions such as Debit Card
Authorization for ATM, PIN POS and Signature Transactions, Issuance and Status Maintenance of debit cards
and Keybank branded gift cards, Core Sales and Marketing functions using Siebel ERP suite, Account
Reconcilement services, Issuance of Keybank branded credit cards etc
Roles and Responsibilities:
 Provided support for the Debit Card authorization system which is critical part to the customer.
Downtime of this application has direct impact to customer and has Client financial impact
 Maintain and support BASE24-eps system – Authorization system which verifies Customer account
information i.e. 16 digit debit card number , Card expiry , status , balance and other vital
information with which system either approves or declines the transaction
 Maintain and support Payments Manager system – In-house system containing all debit card
transactions and reconciliation system. It provides all the debit card transaction data to the external
Customer Accounting system through nightly batch process. These data files will be posted to the
actual customer balance database.
 Maintained and upgraded the applications with on-going market changes
 Developed Unix Shell scripting for generating monthly Transaction Report used for Client Business
Management and Vendor Management for billing purposes
 Developed scripts to generate alerts when application process goes down. These alerts trigger directly
Tivoli Netcool alert system which notifies On call Support person
4. MetLife – IBPST
Organization Name Cognizant Technology Solutions, Coimbatore
Project Title IBPST
Industry Insurance
Client MetLife, US
Duration May 2009 – April 2011
Operating Systems Windows 2000
Programming Languages Java
Utilities & Tools Job Scheduling Console, Test Console.
Client Description:
For more than a century, Metropolitan Life Insurance Company (MetLife) has served the American people.
Today, MetLife is the nation’s largest life insurer, with approximately $1.7 trillion invested in life insurance.
MetLife provides individual insurance, annuities, and investment products to approximately nine million
households, or one of every 11 U.S. households. MetLife is organized into six business segments:
Institutional, Individual, Auto & Home, International, Reinsurance and Asset Management. MetLife’s success
is based on their long history of social responsibility, strong leadership, sound investments, and innovative
products and services. MetLife’s unparalleled franchises and brand names uniquely position it to be the
preeminent provider of protection and savings and investment products in the U.S. In addition, MetLife's
international operations are focused on emerging markets where the demand for insurance and savings and
investment products is expected to grow rapidly in the future. Currently MetLife has its presence in 12
Countries.
Roles and Responsibilities:
 Resolution of Production Issues by solving tickets logged by the customer/user teams.
 Conducting need based requirements gathering and analysis for short term enhancements to be
implemented in production in short turnaround time.
 Providing complete application support through high availability of support for the user teams.
 Worked on incident management approach as a part of monitoring batch scripts, quick fixes for
abends and maintain the application to avoid outages.

4.  Worked on script changes, running adhoc queries to cater business requirements.
 Identify the root cause of any issue after thorough analysis and resolution of severity 1, 2, 3 & 4
situations to fix the issues under SLA.
 Worked on enhancements requests for WINWeb and SMRS applications.
5. MetLife – IBPST (Individual Business Production Support Team)
Organization Name Cognizant Technology Solutions, Coimbatore
Project Title Imaging and Work Flow
Industry Insurance
Client MetLife, US
Duration Aug 2007 – May 2009
Operating Systems Unix
Technologies Java, Filenet, SQL
Utilities & Tools Job Scheduling Console, SQL Navigator, FilenetIDM
Viewer, Filenet Workplace, Filenet Capture
professional, Putty
Project Description:
Imaging and workflow support back office applications which is used for processing New Business
and Post Issue annuities application, Life and death claims application. All the projects under imaging and
workflow are focused on improving efficiency for long term benefits. This project handles the manual
processing of the MetLife applications by capturing the images and indexing the documents for routing to
different Queues for further processing. This significantly reduces the likelihood of lost documents and
eliminates the need for photocopying applications and related documents. This will considerably increase the
efficiency in processing applications, which should translate into improved customer service.
Job Description:
 Provide On-Call and On-Site Production Support for IB Image and Workflow applications, both
Web/Java based and VB based through Cognizant’s fourth generation Onsite-offshore
methodology.
 Work independently and with BOSS and WIN AD teams to provide problem resolutions for IB
Image and Workflow Group based on programming languages also on various operating systems
and servers such as UNIX, Windows etc.
 Work with AD Teams to enhance automation of certain production support functions currently
executed manually. These efforts may utilize SQL,SQL Server.
Roles and Responsibilities:
 Involved in Risk reduction activities like automating few daily activities like unlocking the cases
and batches.
 Project maintenance activities such as analyzing the Batch scripts, fixing the Abend and
Resolving Business support issues.
 Worked with AD teams and provide software solutions for IB Image and Workflow Group using
FileNet Image services, RightFax, FileNet capture.
 Will provide support during the EST Working hours to existing applications.
 Involved in extraction of reports, scheduling of jobs, verification of jobs and delivering to client
on regular basis.
 Handled user requests and worked in Rootcause analysis and long term fix analysis.
 Monitor Production Environment for Outages/Problems, Troubleshoot and resolve these issues.
 Work directly with customers through web-ex to diagnose workstation/application issues.
 Perform routine activities such as create ID's, unlock ID's, ad-hoc reports.

5.  Regular updates to the Knowledge Database with Production Support procedures that are
involved when a new situation arises.
 Will work on generating the ADHOC reports to the Users using SQL.

6.  Regular updates to the Knowledge Database with Production Support procedures that are
involved when a new situation arises.
 Will work on generating the ADHOC reports to the Users using SQL.