Reetesh Lad
Cumming
Summary
Application Lead with over 20 years in IT, specializing in on-premise and cloud systems. Successfully manages complex projects such as server migrations and system implementations while driving operational efficiency using ITIL methodologies. Proven ability to engage stakeholders, customers effectively and enhance system performance through strategic problem-solving.
Overview
25
25
years of professional experience
Work History
Production Support Manager
Noke – Janus International
Cumming
2025.09 - Current
- Lead the Tier 3 Production Support Team for a storage facility access provider utilizing Smart Entry technology.
- Ensured high availability of services integrated via REST APIs, supporting seamless access for users.
- Optimized escalated ticket workflows in HubSpot, improving response times for high-priority issues.
- Partnered with key customers to resolve high-priority concerns and maintain service satisfaction.
- Analyzed and reported on business KPIs and service health metrics to executive leadership on a weekly basis.
- Monitored cloud infrastructure stability via Amazon CloudWatch within an AWS-hosted environment.
- Streamlined production deployments by tracking and resolving bottlenecks in JIRA, enhancing deployment efficiency.
Global Application Support / Infrastructure Engineering and Support, Director
CLS Bank
New York
2019.06 - 2025.06
- Manage the Windows/Unix Application Support and DBA team over multiple geographical locations (US/GB/India).
- Supported financial/payment systems in production and test environments to ensure stability and reliability.
- Ensuring that the service is prioritized and all incidents, problems and service requests are responded to in an efficient manner without negatively impacting SLA's. Following the ITIL framework.
- Using monitoring/ticketing tools such as Dynatrace, ServiceNow, Cloudwatch and PagerDuty to better manage the BAU tickets, review metrics and analyze performance.
- Perform annual reviews of all direct reports; set annual objectives and provide regular feedback on performance with respect to agreed upon goals.
- Forecast and manage budget needs for the team.
- Manage 3rd Party IT support vendors through regular service review meetings.
- Manage the teams in quarterly Disaster Recovery tests and ensure any findings are addressed.
- Work closely with business and technology project managers to ensure that all project deliverables are resourced, met to an agreed timescale and standard.
- A good understanding of application release methodologies including CI/CD. Ensuring it is monitored and running as expected.
- Updated management and stakeholders on project status and critical issues.
- Contributed to IT audits and addressed findings within agreed timescales.
- Worked with the management team to review and develop the strategic direction of the overall function in terms of technology, people, skills and business demands.
- Conducted monthly skills matrix assessments for each team member, identifying and addressing knowledge gaps with custom training plans.
- Performed End of Life/Support reviews and manage BAU / project upgrades to maintain a support position.
- Identifying and managing operational risks and ensuring any corrective action plans are completed to an agreed date.
- Managed migration of on-premise systems to AWS, enhancing cloud-based system capabilities.
- Gained experience with site reliability engineering (SRE) processes to enhance system reliability.
- Company Overview: CLS in the FX market provides settlement, processing and data solutions to reduce risk and deliver efficiencies. They settle over 6 Trillion USD daily FX trades for 60 000 participants and for 18 currencies.
Application Support Lead/Analyst (Service Operations Lead), VP
CLS Bank
New York
2012.03 - 2019.05
- Served as SME for supported applications and led Windows Server 2016 migration project, completing it on schedule with minimal issues.
- Supported CLS internally developed business-critical applications, SAAS, and 3rd party vendor packages throughout Dev, UAT Test, and Prod. Managed and escalated issues.
- Led and supervised deployments and transitions of new applications into support, ensuring alignment with team's success criteria.
- Provided technical leadership and expertise to the Application Support team on internal projects and critical support issues.
- Mentored junior members of the team, both technically and professionally.
- Investigated defects and collaborated with internal CLS Development team and external vendors to identify workarounds and implement necessary fixes for service improvement.
- Utilized scripting languages such as Powershell, VB, SQL, Shell and JavaScript to automate/update processes where required.
- Implement changes or fixes to applications. Support other technical changes being made which affect the CLS Business Systems. Follow the CLS Change Management procedure and other standard practices in installing and configuring applications in Test and Production environments.
- Ensure that the BAU Service is prioritized and all faults, incidents and problems are responded to in an efficient manner without negatively impacting SLAs and reporting metrics in place.
- For releases, use CI/CD methodologies, using Jenkins and monitor/configure this as required.
- Upgraded or maintained software at a time when the impact to the business is minimized.
- Conducted regular disaster recovery testing activities.
- Create, maintain and review operational process and support documentation.
- As required, provide representation for Application Support changes at the weekly/daily CAB. Ensure other team's changes do not have an impact on the delivery of the application services.
Developer Analyst
Goldman Sachs
New York
2012.01 - 2012.03
Application Support Analyst
CQS Management Limited
London
2010.01 - 2011.09
- Enhanced in-house FIX messaging translation and payment systems using C# and SQL to improve transaction efficiency.
- Monitored key applications and processes (in-house and 3rd party), taking action during failures to ensure continuity of DMA platforms (Bloomberg Tradebook, EMSX, Tradesmart, EZOMS) and Expose Confirmation tool.
- Resolved critical overnight processes essential for business operations, including pricing system retrieving prices for securities via Bloomberg and reconciliation data export to 3rd party vendor (IVP Cosmos).
- Supporting and developing many file feeds using SQL & Active batch which includes our trade/position/PNL file import/export process to/from various brokers/administrators.
- Manage the data feeds between our Trade booking systems (Front Arena & Tradar) – the underlying code for this is ASQL and Python which we had to debug and make small enhancements.
- Understanding many key financial/investment concepts to assist in developing/supporting statistical business reports using T-SQL for various departments.
- Enhance/create reports in the in-house C# based application called “Container” which calls SQL Stored Procedures & views.
- Identify and refer infrastructure problems to the relevant teams – this includes database, network, email and web server issues.
- Served as primary contact for end-users, resolving intra-day problems efficiently.
- CQS Management Ltd is a private London based hedge fund, has approx 6.1 billion assets under management.
Support Analyst/Developer
Millennium Capital Management Ltd
London
2006.01 - 2009.12
- Company Overview: Millennium Partners LP (with head office based in New York) is a hedge fund which trades in various financial instruments and strategies.
- Provided 1st/2nd line data support for Operations and Traders, facilitating seamless PNL data flow from Imagine, Murex, and Simcorp to TLM reconciliation system.
- Monitored and ensured timely delivery of broker trading data for reconciliation, supporting accurate financial reporting.
- Broker entity setup. Setup new trade data feeds from new brokers or for new businesses (with existing brokers). Work with business to ensure that the data is processed correctly and consistently.
- Maintained and enhanced broker data feeds; adapted data feeds to align with business changes and broker data updates.
- Development, support and maintenance of automated overnight batch processing scripts and monitoring tools. Adapt script to changing technologies i.e. new schedulers and database servers.
- Analyzed, designed, and created automated reports for Trading groups, Operations, and Legal, enhancing decision-making processes.
- Identify and refer infrastructure problems to the relevant teams – this includes database, network, email and web server issues.
- Migrate databases (incl. tables, views and SP) from SQL server 2000 to SQL server 2005 (long term project).
International Database Analyst
MoneyGram International Inc
London
2004.03 - 2006.01
Application Developer/Support
Mizuho INT PLC
London
2001.07 - 2002.07
- Company Overview: a Japanese Investment bank based in London
- Developed innovative software solutions to enhance banking applications.
- Collaborated with cross-functional teams to gather application requirements.
- Integrated third-party APIs to improve application functionality and performance.
Education
BSc (Hon) - Computer Science Sandwich course
Kingston University
Kingston, Surrey, UK12.2003
Skills
- Troubleshooting
- Monitoring
- Log Analysis
- PowerShell scripting
- Java
- C#
- Net
- SQL
- T-SQL
- DTS
- SSIS
- Shell scripting
- SSH
- SSL
- Java Script
- HTML
- XML
- Supporting REST API
- SOAP
- HTTPS
- Basic networking
- ITIL Framework
- Planning Budget Management
- Stakeholder Management
- Third Party Vendor Management
- Team Leadership
- Interviewing
- Deployment
- Configuration Management
- Microsoft Office 365
- Webex
- Microsoft Teams
- MS SQL Server
- IBM Websphere MQ
- IBM Websphere Application Server
- IIS
- Apache Tomcat
- BizTalk
- Microstrategy
- BMC Remedy
- RightFax
- ServiceNow
- Goldvision
- CyberArk
- PMP
- Centrify
- OKTA
- Sybase
- Aqua Data Studio
- Smartstream TLM
- Tidal Scheduler
- Platform LSF
- IE/Edge
- VSS
- TFS
- GIT
- Active Batch
- Visual Studio
- Dynatrace
- Pager Duty
- JIRA
- Active Directory
- WAX
- Flexera
- UKG
- Jenkins
- RDS
- Auto-sys
- AWS CloudWatch
- Splunk
- SWIFT
- CI/CD Pipelines
- Wireshark
- Microsoft Windows Server
- Windows 10
- Redhat Enterprise Linux
- AWS
Accomplishments
- Integrated the new offshore team based in India to perform production support and off hour releases within 6 months. Creating training plans, procedures and sessions to better assist in this process.
- Consolidated all the different secure file transfer system to a single platform to better manage the process and create a significant cost saving.
- Manage the team to migrate across to the new monitoring tool, Dynatrace and utilizing it to better report on support metrics.
- Used Microsoft Excel to develop an inventory/process to track all the distributed third-party software support renewals to ensure the renewals are not missed and raised in a timely manner. Other benefits include identifying potential cost reductions.
References
Available on request.
Languages
- Gujarati
- English, Native or Bilingual
- Gujarati, Native or Bilingual
Timeline
Production Support Manager
Noke – Janus International
2025.09 - Current
Global Application Support / Infrastructure Engineering and Support, Director
CLS Bank
2019.06 - 2025.06
Application Support Lead/Analyst (Service Operations Lead), VP
CLS Bank
2012.03 - 2019.05
Developer Analyst
Goldman Sachs
2012.01 - 2012.03
Application Support Analyst
CQS Management Limited
2010.01 - 2011.09
Support Analyst/Developer
Millennium Capital Management Ltd
2006.01 - 2009.12
International Database Analyst
MoneyGram International Inc
2004.03 - 2006.01
Application Developer/Support
Mizuho INT PLC
2001.07 - 2002.07
BSc (Hon) - Computer Science Sandwich course
Kingston University