Sekar Atmadi

NAB Asset Servicing is the largest Custodian business in Australia. This role provides technical applications support and maintenance for Asset Servicing Direct Client Reporting applications as part of an enterprise system.

Main Responsibilities

Cloud Migration:

• AST Cloud Migration to Azure (Infrastructure and Databases) - We are the first team in Custodian space at NAB that managed to migrate legacy app to Azure Cloud successfully, with Lift and Shift approach.
• Collaborated with cross-functional teams and vendors for Cloud Readiness:

1. Assessment and Planning: Existing infrastructures and application inventory, Identify dependencies, Assessing compatibility, Evaluate Risk and Challenges, Define clear objectives and metric for the migration and Choose the right cloud provider.

2. Preparation for migration: Detailed migration roadmap, Setting up target cloud environments and right sizing cloud instances, Establish network connectivities and firewall setups, Security measures, Access control setup, Preparing data for migration, Testing migration tools and processes..

3. Executions: Communication on down time to all stakeholders and approvals, Resourcing and Change Management, Backup for all data and system, Failover plan, Networking and security setting configurations in the cloud, Testing functionality and performance, Update DNS.

4. Post Migrations: Monitoring application performance and user experience, optimise cost and resource allocation by utilising cloud services and features, security and compliance measures, Staff training, Knowlegde transfer and documentation, Disaster Recovery Test, Compliance Audit and Cloud application support.

• Worked in 3 Cloud migration projects: Legacy app Eagle PACE, HiPortfolio and on prem BMIT (Business Managed IT) applications. This includes azure cloud migration for databases.
• Responsible for new PACE Azure server installations and fine tuning in both non-prod and prod deployment.
• Responsible for migration of 70+ Control M jobs to the cloud
• Responsible for creation of 100 new control M jobs to replace equivalent Oracle SQL jobs.
• Troubleshoot issues for legacy apps from both on-premise and cloud environments.
• Organised Disaster Recovery for newly migrated cloud apps after full migration, and completed successfully.

Change Management:

• Change Preparation and Coordination for Cloud Migrations and regular Cloud patching compliance for AWS and Azure (Weekly, monthly and quarterly Patching for databases, software and servers), which involves: preparation of Implementation plan, Stakeholder engagement, CAB approval, KT Documentation, Test result approval, stakeholders and security team approvals.

Technical Work, BAU support & Problem-Solving Skill:

• Performance and capacity monitoring for applications
• Delivered bug fixes and minor enhancement such as SQL Stored procedures.
• Retrieved simple and complex analytical data for quality control and auditing purposes using MS SQL Server and Oracle PL/SQL.
• Used remote access to perform troubleshooting.
• Provided after-hours support
• Adherence to SLA’s, ITIL practices and ITSM processes
• Supervised BAU technical support - Pace morning checks, service request, incidents, problems, queries, complaints and change control using Service Nab (Service Now).
• Certificates Update
• Preparing weekly new AMI for patching to non-prod and prod
• Non-prod server tagging for cost efficiency

Disaster Recovery:

• Enterprise and Cloud applications specific Disaster Recovery
• Planning, Resource allocations, Implementation plan and Implementation.

Capacity Planning and monitoring:

• Half yearly capacity planning for ASOnline and Eagle PACE (server and databases)
• BMC monitoring, AppDynamic, Splunk and Control M monitoring

Audit work: GS007, CPS234

Incident & Problem Management:

• Managed the identification and diagnosis of causes of failure and incidents, making sure that active incidents tickets were created to keep track of the issue and that issues are properly escalated and coordinated with respective support and vendors for immediate fix and solution.
• Assessed impacts of incidents to the business, communicated, escalated, provided status updates to all stakeholders, and resolved incidents in a timely manner.
• Preparation of incident reports and post-incident reviews to keep various levels of stakeholders and clients on the loop of outstanding or previously closed incidents.
• Continuity Management - Ensure disaster-recovery standards and requirement are enforced and resolve complex incidents in a timely manner, along with disaster-recovery documentations in place.
• Problem Management and Continual Service Improvement (CSI) - Actively identified emerging issues, Problem Logging in GRACE, Performed root cause analysis on known problems, monitored and investigated patterns & trends, and build solutions/process improvement as required.

Supporting Service Transition:

• Service Validation and Testing – Conduct GUI testing, Acceptance testing, System testing, Sanity testing, and Unit testing as required, during service transition.
• Identified training needs around products that will transition to the Support team.
• Transition all knowledge articles to knowledge management tool for support needs.
• Subject Matter Expert (SME) for proprietary applications - created training packets and trained end users and service desk staff.

Risk Management:

• Critical Hygiene Framework (Password Rotation, Password Encryption)
• Privileged Access Management: With many legacy service accounts (100+) that are shared between Downstream and Upstream applications, added challenges on rotating password and move them to CyberArk and their correct safe. The process also involved some updates to applications with the newly created safes and access level.
• Managing Security Vulnerabilities – Create action plan for Vulnerabilities, often based on Severity. Schedule fix and Raise GRACE ticket with action plan if fix require more time and resources.

Continuous Integration (CI/CD Pipelines):

• Utilised multiple Jenkins jobs to support day to day activities – Patching, Non-prod testing, Certificate Updates, AWS activities.
• Minor Jenkins Job update to fine tune with Cloud Migration and Changing Requirements.

Service Portfolio Management:

• Maintained Service Catalogue, Confluence and technical documentation to support processes.

Stakeholders Management:

• UAT and BVT user engagement and execution. Facilitate meetings.
• Led multiple POC discussion with various stakeholders, which lead to best solutions for the projects.
• Platforms: Amazon AWS, Azure, Visual Code, GitHub, Jenkins, PowerShell, Oracle, SQL Server, Confluence, AppDynamics, Splunk, Jenkins, Artifactory, PowerShell, Microsoft Visual Studio Code, Phyton, LDAP, CyberArk

Winding Down activities:

• In November 2022, NAB Asset Servicing announced to winding down business within 3 years. During this time, we continue managing risk and maintain security compliance, maintenance of applications, winding down action plan preparation as well as client’s smooth transition to new custodians.

InEight is a leading SaaS construction software company specialising in Integrated Project Controls Platform. This role is supporting 8 modules solutions across construction stages, consists of 13 platforms, including Mobile app and integrations.
Main Responsibilities:
Provides technical and Software Support for InEight Products:
• Provide support (on-site, phone or web based)
• Assist with setup of software (in conjunction with client and / or technical department) & verify it’s working
• Assist with software testing activities
• Provide support to the implementation team towards establishing / creating projects
• Support with populating project content / configure project
• Assist the implementation team with workbook requirements and associated set-up.
Client Engagement Support:
Engage client to understand issues, clearly define the problem and facilitate a solution
• Receiving the incoming client issues and worked to provide resolution or escalation.
• Worked with engineers and programmers to provide fixes for software issues.
• Participated in special projects to assist with software quality and testing.

• Developed comprehensive training materials for new team members, ensuring a smooth onboarding process.

• Collaborated with cross-functional teams to address complex client concerns and provide comprehensive solutions.

• Established clear communication channels between internal teams and clients, facilitating seamless information exchange.

Provides technical applications support for IPS’s current solutions, technical advice and supports technical work, project delivery and service to Customers.

GBW Solutions is a market research and solution company specialising in Customer Feedback, Mystery Shopping, and Compliance Audit. Handling worldwide projects, major client range in the Petroleum Industry, Smartphone Industry, Fast Food Retail Chains, Automotive, Gambling Industry, and General Retail Industry.

Technical Expertise:
• Software: Jade IDE (Javagram), Visual Studio 2005/2012 (.Net), JIRA, Jenkins, Eclipse IDE (Java), VMWare, VSS, Tortoise SVN, and RoyalTS.
• Databases application: Oracle, Microsoft SQL Server 2005/2008, MySQL.
• Programming: Java, JavaGram, C and .NET.
• Web Server: Apache Tomcat.
• Systems and Hardware: Windows 2000/XP/7/10, Windows Server 2003, RedHat Linux.
Main Responsibilities:
• Led cross-functional delivery team consist of Support Analyst and Analyst Programmers (size of 2-4, size change depending on project to support at time), in managing the SDLC of proprietary applications (excluded KODO products, as these products are maintained by KODO Team). Drove the analysis, identification, prioritisation and implementation of Continual Service Improvements (CSI) and efficiencies, thus ensuring that the organisation derives maximum value from services.
• Managed IT Support team to provide L1/L2/L3 service desk and technical support for all IT applications and services 24/7 for 300+ staff across offices in Australia, Malaysia, UK, and Japan. Provide hands on L2/L3 technical support.
• Providing support for 10+ proprietary applications and worldwide clients (100+ clients). Proprietary Applications maintained including ERP Applications, Submission Platforms, Shopper Platforms, Reporting Suites, and Finance Payment Application.
• Operated as the primary point of contact
• Supervised BAU technical support
Team Management & Leadership:
• Provided leadership to ensure that IT service delivery commitments achieved by actively monitoring, escalating, managing and resolving incidents. Made sure that all application and system SLAs/OLAs are met. Monitored ticket queue to ensure all tickets are assigned and meet SLAs.
• Led by example to utilise ITIL processes for best practice approach to Service Delivery. Assigned clear accountability, performance expectations, and review performance.
• Delegated tasks to appropriate team members and empowering them to take on new challenges.
• Provided ongoing timely feedback that focused on their growth and professional development.
• Acts as a coach and mentor - Provided new hire applications support training and support continuous learning of team members. Provided coaching and mentoring of less experienced team members.
• Maintained open lines of communication and encourage cooperation within team members and other departments to ensure the most efficient operations for the Service Delivery.
Incident & Problem Management:
• Triaging product support issues to find out underlying cause to provide a solution
• Problem Management and Continual Service Improvement (CSI) - Successfully reduced incident volumes by 50% over the first 6 months in the role, achieved by actively identified emerging issues, performed root cause analysis on known problems, monitored and investigated patterns & trends, and build solutions/process improvement as required. Performed a feasibility study for enhancements & suggest alternate solutions as required.
Administration:
• Resource Management - Responsible for the resourcing and development of IT Delivery team, including the preparation and coordination of service transition activities. Determined proper staffing level by forecasting workload trends and staffing requirements.
• Service portfolio management - Maintained Service Catalogue, Confluence and technical documentation to support processes.
• Experienced in working with Ticketing System JIRA Kanban, proprietary ITSM GapAssist (Incident, SR, Change Control), Jenkins, Subversion (SVN), Confluence and served as Scrum master for IT Delivery team.
• Administration tasks - Prepared weekly report, CMS review, CMS estimation and CMS costing.
• Facilitated Weekly Priority Forum for Internal Delivery Team. Weekly sprint planning and retrospective. Daily Scrum.
Achievements:
• Improved overall IT Support system performance and reliability, by streamlining the process, increasing system automation and removing inefficiencies.
• Successfully improved Production Reporting System by process improvement and automation. Enabled to automate nearly 100% work for DMOT setup for simple to medium difficulty level project.
• Successfully led a development project to build GDPR system, applied to more than 1 million shoppers' data.

Technical Expertise:
• Software: Jade IDE, Visual Studio 2005/2012, JIRA, Jenkins, Eclipse IDE, VMWare, VSS, Tortoise SVN, and RoyalTS.
• Databases application: Oracle, Microsoft SQL Server 2005/2008, MySQL.
• Programming: Java, JavaGram, PHP, C and some .NET knowledge.
• Web Development: HTML, CSS, JavaScript, XML and JSON.
• Web Server: Apache Tomcat.
• Systems and Hardware: Windows 2000/XP/7/10, Windows Server 2003, RedHat Linux.
Main responsibilities:
• Analysed requirements and performed development for internal applications.
• Provided L2/L3 technical support as required (as well as after-hours support).

Technical Expertise:
• Applications: Workmate, Bifi, Gapassign, Webexpress, Gapconnect.
• Databases application: Oracle, Microsoft SQL Server 2005/2008, MySQL.
Main responsibilities:
• Assignment Creation, QNR setup, and Shopper Forms and WebExpress screens Setup.
• DMOTs Setup (Store Report) as per client requirement. Troubleshoot any set up issues.

Stat/Inventory Manager • Promotion and Safety Manager • Planned Maintenance Manager.

• Trained other employees in customer service, food safety, and performance requirements.
• Collaborated with management to identify areas of improvement and develop comprehensive training programs.
• Documented training and progress on database to enable tracking history and maintain accurate records.