Apr 2024 – Present · 2 yrs 1 mo

• Evaluate IT Infrastructure and processes to identify vulnerabilities, risk and weaknesses.
• ● Responsible for ITIL process definition, implementation and compliance. Co-ordinate tool changes rollout in the support delivery team, aligned with Cognizant IT Strategic Priorities.
• ● Setup and Drive CSI workshops across BU and help Operations identify CII (Continuous improvement and innovation) ideas and help them achieve their yearly target.
• ● Conduct Permit to Operate assessments on Transition accounts for a successful Go-live.
• ● Conduct Operation Maturity Index audits every month with Deliverability assessment and satisfaction surveys.
• ● SOW Review, SOW Gap Analysis, on-board SLA and non-SLA obligation in QOS (Quality of Service Portal)
• ● Focus on Operational stability Floor Management, shift handover reviews, Queue Management, Ageing ticket analysis, Ticket Audits.
• ● Conduct FMEA (Failure mode Effect Analysis) risk reviews with delivery teams and identify early warnings and raise them as risks and work with account team for risk closure.
• ● Comply with auditing standards and efficient resource utilization.
• ● Driving tower wise Operational and service level parameters.
• ● Responsible for ITIL process refresher trainings.
• ● Conduct Project Management reviews along with Delivery team and Leadership members.

Apr 2022 – Present · 4 yrs 1 mo

• Key responsibilities being a Change manager:
• Co-ordinate IT Change requests from creation through to implementation.
• Generating and publishing Daily reports on status and action required on Change Tasks.
• Identify change conflicts and prevent poorly planned changes from disrupting the business.
• Ensure all changes receive appropriate sign off and follow the change management process.
• Review changes to ensure Implementation, Testing, Backout plans at appropriate levels are provided with every change.
• Track and Monitor all change related request and auditing of RFC as per Global CM process.
• Liasing with internal and external stake holders across all levels of business and various departments.
• Hosting & Conducting CAB meetings to review the changes and providing approval for deployment.
• Performing Post Implementation Review for all changes that has been deployed.
• Working on Service now & Sailpoint.

Mar 2020 – Mar 2022 · 2 yrs

Jul 2019 – Mar 2020 · 8 mos · Chennai

Oct 2017 – Jul 2019 · 1 yr 9 mos · Chennai Area, India

• Dealing with US, UK, UAE and Australian Clients with the problems faced with the egrabber software.
• Troubleshooting issues faced by clients using egrabber software.
• Getting the requirements of the client for customization of eGrabber software and delivering it to the engineers for development.

Feb 2017 – Oct 2017 · 8 mos · Chennai , India

• Dealt with US Customers in Project Belkin and Linksys and helped them fix problems with their Routers, Range extenders, Switches and also port forwarded their consoles and devices.
• Conversant with TCP/IP UDP and DNS concepts and skilled in providing support and solutions to customer queries, especially pertaining to Hardware, Systems Administration, Quality and Networking.
• Responsible for working on the projects with the support team UAT team in testing products & tools.
• Training & developing the team on new concepts & best practices to increase their yield on calls.

Jul 2015 – Jan 2017 · 1 yr 6 mos · Chennai, India

• Dealt with UK customer in Project Amazon with regards to their order delivery for them and with different subscriptions that were offered to the customers. Lead a Team for 6 months.