Anoop P. R.

IT Support Analyst with 7 years of experience in managing critical incidents and coordinating cross-team efforts to meet SLA targets. Proven track record in leading process improvements that enhance client satisfaction. Expertise in process optimization, project management, and data analysis, resulting in streamlined workflows and increased operational efficiency. Strong communication and problem-solving skills drive team success and support organizational objectives.

I hereby declare that the above details furnished by me are true to the best of my knowledge and belief.

• Malayalam
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• English

Date of Birth: 04/12/90

PROJECTS : Marks and spencer (AEM content and Application support)

DOMAIN : Retail(UK)

DESIGNATION  : Systems Engineer/I.T Analyst

COMPANY : Tata consultancy solutions

DURATION : June 2020 – September 2020

AEM(Adobe Experience Manager) is a cms(content management system) tool used by marks and spencer for managing their content in live site for Uk and Ireland

Responsibilities include:

❑ Managed and updated AEM content for a major retail client(marks & Spencer)ensuring timely and accurate publishing across web properties.

❑ Coordinated AEM workflow triggers including content approval, publishing and cache clearance through CDN tools to ensure smooth end-user experience.

❑ Handled application support responsibilities including proactive issue resolution start/stop of services, performance monitoring ensuring high availability and minimal downtime

❑ Led Certificate management for the application including renewals, deployments and compliance tracking contributing to application security and audit readiness.

❑ Collaborated with global teams across content management, IT support and client stakeholders to maintain platform stability and deliver high-quality digital content experiences.

❑ Gained exposure to retail business processes, content governance and the intersection of technology with customer engagement strategies

PROJECT : Discover Financial Services (EPP Application Support)

DOMAIN : BFS (US)

DESIGNATION  : Program Analyst

COMPANY : Cognizant Technology Solutions

DURATION : June 2020 – September 2020

EPP is a java based application used by Discover Financial Services. Discover Financial Services, Inc. is an American financial services  company that owns and operates Discover Bank, It also owns and operates the Discover , Pulse network and Diners Club International. Discover Card is the third largest credit card  brand in the United States.

Responsibilities include:

❑ Attended Knowledge Transfer

❑ Sending health check reports

PROJECT : Kaiser Permanente (ePIMS Application Support)

DOMAIN : HealthCare (US)

DESIGNATION  : Program Analyst

COMPANY : Cognizant Technology Solutions

DURATION : Sep 2018 – June 2020

EPIMS(Enterprise Pharmacy Management System) is an application which is used by around 400 Kaiser Permanente Pharmacies in US .It is a Java based web application developed by PDX. The Application along with other applications like KPHC, PSB, SBMO is used by Pharmacists ,doctors and patients for dispensing Prescriptions ,billing ,Tracking ,Insurance purposes etc.

Responsibilities include:

❑ Incident Management. Resolving High\Critical Incidents before SLA

❑ Participated in change management calls to validate planned deployments and post change system behavior

❑ Analyze application logs to identify and classify issues as known or unknown

❑ Raise Jira defects mapped them to appropriate problem tasks and coordinated with development teams for resolution

❑ Provided real-time support during critical incident calls, assisting in log analysis and issue identification

❑ Composed the SQL queries to produce the business requested reports.

❑ Maintained and shared daily/weekly reports on incident status, defect metrics and system stability

PROJECT : Direct Energy (Peace Texas Application Support)

DOMAIN : Energy and Utilities (US)

DESIGNATION  : Program Analyst\Program Analyst Trainee

COMPANY : Cognizant Technology Solutions

DURATION : Dec 2016 - Sep 2018

Direct Energy is a subsidiary of Centrica (British energy and services Company, largest supplier of gas, Electricity to in United Kingdom, Ireland and North America).Peace application is a java based application which handles customer details, their enrolment acquisition, credit check, billing information ,Reports .The project is built on Core java and Oracle

Responsibilities include:

❑ Provided L1/L2 application support including password resets, user management and job monitoring

❑ Investigated failed jobs by analyzing logs and scripts to identify root causes

❑ Performed basic SQL queries to update values in database based on change requests

❑ Sent daily operational reports to clients and internal stakeholders including billing summaries and critical updates

❑ Monitor for high-priority incidents escalating issues and notifying stakeholders as per SLA

❑ Supported internal teams with custom data fetches and billing reports to support business operations