Annapoorani B
Dindigul
Summary
Dynamic IT professional with extensive experience at Cognizant Technology Solutions, excelling in incident and change management. Proven track record in problem resolution and process optimization, leveraging skills in SQL and leadership. Adept at driving efficiency improvements and fostering team collaboration to enhance service delivery and client satisfaction.
Overview
9
9
years of professional experience
Work History
SMO Analyst
Cognizant Technology Solutions
11.2020 - Current
- Accountable for IT Knowledge Management, Major Incident & Change Management, Problem Management & On-Call operations for The Technical Tower in the Customer Management.
- As an application lead acted as single point of contact for the resolution of incidents, initiates Bridge calls with application support if any common issue being identified on any specific application and drives it to closure.
- Working with PDWARE tool during upgrade of the application, bug fixes, code fixes and new build releases. Represent CAB and deploy the same in Production.
- Identified the recurring incidents in the PDWARE Systems and conducted root cause analysis(RCA) to identify the root cause.
- Collaborated with cross-functional teams to develop and implement corrective/preventive actions as part of CAPA to optimize efficiency of PDWARE Servers
- Made daily inspections of incident and its audit parameters. Assessed incident priority based upon impact to business and escalated issues as necessary.
- Led the problem management process, driving root cause analysis (RCA) for high-impact and recurring incidents.
- Performed trend analysis on incidents to proactively identify areas for improvement.
- Coordinated with technical teams to ensure permanent fixes were implemented, reducing incident recurrence.
- Prepared problem management reports and dashboards for senior leadership, highlighting RCA status, trends, and service improvements.
- Defines KPIs and produces trending analysis reports, SLA metrics, stability scorecards, incident dashboards.
- Facilitates Change Advisory Board meeting between Enterprise change management and application support
- Generates, verifies the scheduled changes, approves/postpones the changes based on objectives met
- Responsible for consolidating the list of changes going to take place every day to the client & to coordinate the same with application teams for their impact analysis, validation, and signoff
- Documented the Change Request (CRQ) to the best of my ability and understanding (i.e., description, risk, requested implementation dates) based on the organizational requirements.
- Participate and provide updates on Change Management status calls and governance meetings.
- Working as a Single Point of Contact for managing Changes and Releases
- Provided status update and reports to stakeholders, ensuring clear communication of issue progress and resolution.
- Maintained the Known Error Database (KEDB) to document steps and resolutions for faster incident recovery.
Technical Lead
Cognizant Technology Solutions
05.2016 - 10.2020
- Company Overview: Client – Abbott Laboratories
- Technical Lead/Application SME in providing Knowledge level and Performance level improvements through training, coaching, and mentoring of team members.
- Developed induction documents in consultation with relevant Clients for the project and ensured successful completion of induction process for new joiners.
- Involved in L1 support for Project/Upgrade/Release/Maintenance monthly activities.
- Identified process inefficiencies through gap analysis, huddle meets, further planning and implementation of CSI themes to improve on automation efforts.
- Chair Daily, Weekly and Monthly meetings with Clients to share updates, under the expectation and Derive action items on any concern raised by Clients and Key stake Holders.
- Responsible for Batch/Alert/Mailbox monitoring for application stability on 24
- 7.
- Managing user login parameters and password parameters.
- Reporting network-based issues to the Network team based on the criticality of the issue.
- Provided first level response for all the application support tasks.
- Client – Abbott Laboratories
Education
B. Tech - I. T
Dr N.G.P Institute of Technology
Coimbatore01.2015
12th -
Srinivasa Vidyalaya Matric Hr. Sec School
Udumalpet01.2011
10th -
Srinivasa Vidyalaya Matric Hr. Sec School
Udumalpet01.2009
Skills
- Microsoft SQL Server 2000
- Microsoft SQL Server 2005
- UNIX
- MS SQL
- Oracle
- Incident Manager
- Oracle DBA
- Change Coordinator
- Decision Making
- Problem Management
- Leadership
- Mentoring
- Excellent communication
- Team building
- MS Excel
- PowerPoint
- SharePoint
- Notepad
- OneNote
- PDWARE
- ITIL Foundation
- Toad
- SQLPlus
- BMC Remedy
- Service Now
- ResourceFirst
- SQL Developer
Languages
- Tamil
- English
- Hindi
Personal Information
- Gender: Female
- Nationality: Indian
Personal Skills And Achievements
- Strong Administration skills and able to work under high-pressure environments.
- Well-developed interpersonal & communication skills, having dealt with diverse clients & team members.
- Well versed in time management & prioritizing tasks to accomplish project deadlines.
- Good documentation skills, with proficiency in Microsoft's Word and Excel.
- Grabbed multiple appreciations from Business on various resolutions provided which fulfilled customer satisfactions.
- Maintain a very high reputation with the Clients and the higher management in all aspects.
- Grabbed “Spotlight Award” and “Cognizant Cheers” for managing the customer efficiently by showing flexibility and for handling escalations effectively.
Disclaimer
I hereby declare that the above information is true to the best of my knowledge and belief.
Timeline
SMO Analyst
Cognizant Technology Solutions
11.2020 - Current
Technical Lead
Cognizant Technology Solutions
05.2016 - 10.2020
B. Tech - I. T
Dr N.G.P Institute of Technology
12th -
Srinivasa Vidyalaya Matric Hr. Sec School
10th -
Srinivasa Vidyalaya Matric Hr. Sec School