CHITHRA BALASUNDARAM
Coimbatore
Summary
Spearheaded innovative IT initiatives, demonstrating 9 years of expertise in resource management and cross-functional leadership. Proficient in problem-solving and critical thinking, fostering collaboration and an empowering work culture among teams. Documented success in cultivating and sustaining relationships with diverse stakeholders within dynamic, fast-paced environments. Established a track record of building and maintaining robust relationships with a diverse array of stakeholders across dynamic and fast-paced environments
Overview
16
16
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Senior Manager - Data Services
Cognisive Consulting
01.2022 - Current
- Headed L1, L2, and L3 teams, ensuring streamlined task delegation and upholding stringent quality standards, leading to punctual service deliveries and heightened team efficiency
- Collaborated with Business Stakeholders, Product Owners, and Technical Architects to grasp both functional and non-functional knowledge, fostering cohesive interactions among diverse teams
- Established and refined service protocols, streamlining workflows and fostering improved team coordination, ultimately enhancing response times
- Leveraged customer feedback to drive ongoing process enhancements, aligning strategies with long-term business objectives and elevating client satisfaction levels
- Ensure prompt resolution of assigned incidents within agreed Service Levels, maintaining high standards of service delivery
- Define and analyze problems in adherence to the Problem Management Process, ensuring comprehensive problem resolution strategies
- Introduced data-driven performance evaluations, monitoring productivity metrics, goal accomplishments, and activity levels, cultivating an environment of accountability and efficiency
- Proactively managed resource allocation, accurately forecasting workloads, and dynamically reallocating resources to match evolving business needs, optimizing operational efficiency
Manager SaaS Integrations
Cognisive Consulting
05.2020 - 12.2021
- Headed L1, L2, and L3 teams, ensuring streamlined task delegation and upholding stringent quality standards, leading to punctual service deliveries and heightened team efficiency
- Collaborated with Business Stakeholders, Product Owners, and Technical Architects to grasp both functional and non-functional knowledge, fostering cohesive interactions among diverse teams
- Established and refined service protocols, streamlining workflows and fostering improved team coordination, ultimately enhancing response times
- Leveraged customer feedback to drive ongoing process enhancements, aligning strategies with long-term business objectives and elevating client satisfaction levels
- Ensure prompt resolution of assigned incidents within agreed Service Levels, maintaining high standards of service delivery
- Define and analyze problems in adherence to the Problem Management Process, ensuring comprehensive problem resolution strategies
- Introduced data-driven performance evaluations, monitoring productivity metrics, goal accomplishments, and activity levels, cultivating an environment of accountability and efficiency
- Proactively managed resource allocation, accurately forecasting workloads, and dynamically reallocating resources to match evolving business needs, optimizing operational efficiency
Business Analyst
MindSpark Technologies
01.2015 - 08.2015
- Responsible for scoping, coordinating, and executing testing, planning and executing launch activities, and providing ongoing support
- Analyzed key aspects of the business to evaluate factors driving results and summarized them into presentations
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement
- Built library of models and reusable knowledge-base assets to produce consistent and streamlined business intelligence results
Senior Software Engineer
Wipro Technologies
10.2009 - 08.2013
- Spearheaded software development initiatives, serving as the primary liaison between project management teams and subject matter experts
- Collaborated extensively with business analysts, stakeholders, and infrastructure specialists to ensure the delivery of high-availability solutions for critical applications
- Applied critical thinking skills to dissect complex problems, assess potential solutions, and execute informed decision-making processes
- Provided exemplary service by actively listening to customer concerns and addressing inquiries, ensuring exceptional satisfaction
- Orchestrated an organization-wide project to reduce overheads, partnering with Business Benefit Accelerators to identify nonbillable resources
- Optimized ETL job designs to enhance performance and integrate innovative features for efficiency gains
Education
BE - Computer Science Engineering
Sri Ramakrishna Engineering College
Coimbatore, TNSkills
Customer Experience
Service Delivery Optimization
Resource Management
End-user support
Service Level Agreements
Training and mentoring
Improvement initiatives
Operations management
Data Integration - Dell Boomi
ETL - IBM Data Stage
Ruby/Rails
ELK Stack
Rest API
Certification
ITIL Foundation Certificate in ITSM
Accomplishments
- Supervised team of 30+ engineers at various levels L1-L3.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteImportant To Me
Company CultureWork-life balanceCareer advancementSoftware
Coupa Software
Dell Boomi
IBM DataStage
Oracle, MySQL
NetSuite
Rest API
Timeline
Senior Manager - Data Services
Cognisive Consulting
01.2022 - Current
Manager SaaS Integrations
Cognisive Consulting
05.2020 - 12.2021
Business Analyst
MindSpark Technologies
01.2015 - 08.2015
Senior Software Engineer
Wipro Technologies
10.2009 - 08.2013
BE - Computer Science Engineering
Sri Ramakrishna Engineering College