Katikireddy Sairam
Hyderabad
Summary
As a Technical Lead at Cognizant, I manage a team of system engineers and provide technical assistance to clients and employees. I have successfully handled multiple major incidents, escalated issues, and ensured compliance with service-level agreements and key performance indicators. I also participate in daily standup's, problem management, and governance calls with clients and stakeholders. I have a Bachelor of Technology degree in Electronics and Communications Engineering from Lovely Professional University, where I learned the fundamentals of various technologies and developed my problem-solving and communication skills. I am passionate about learning new technologies and solving complex problems. My goal is to become a successful person with a balanced personal and professional life. I believe in teamwork, collaboration, and continuous improvement.
Overview
8
8
years of professional experience
Work History
Technical Lead
Cognizant
11.2022 - 04.2024
- Provide leadership and direction to the service desk team, fostering a positive work environment conducive to collaboration, growth, and high performance
- Allocate resources effectively to ensure optimal coverage and response times to incoming service requests and incidents
- Serve as a technical escalation point, assisting team members in troubleshooting complex issues and providing guidance on best practices
- Monitor service desk interactions and ticket resolutions to ensure adherence to service level agreements (SLAs) and quality standards
- Facilitate ongoing training and development initiatives for service desk technicians to enhance their technical skills and customer service proficiency
- Identify areas for process improvement within the service desk operations, implementing changes to streamline workflows and enhance efficiency
- Engage with customers to gather feedback on service quality, identify areas for improvement, and maintain positive relationships with key stakeholders
- Generate regular reports on service desk performance metrics, analyzing trends and identifying opportunities for improvement
- Lead the incident management process, ensuring timely resolution of critical incidents and effective communication with stakeholders
- Maintain comprehensive documentation of service desk procedures, troubleshooting steps, and knowledge base articles to facilitate knowledge sharing and collaboration within the team.
Sr system engineer
Cognizant
03.2021 - 11.2022
- Provide technical support and assistance to users regarding IT systems, applications, and services
- Manage and administer Exchange Online Protection and Admin Center for email security and administration
- Administer Office 365 (O365) services and applications, including user management and troubleshooting
- Maintain and manage Active Directory, including user accounts, group policies, and access control
- Implement and manage BitLocker encryption for data security on Windows systems
- Administer and support Microsoft Teams for collaboration and communication within the organization
- Troubleshoot and resolve BSOD (Blue Screen of Death) issues and other system errors
- Install, update, and troubleshoot device drivers for hardware peripherals and components
- Handle service requests and incidents, ensuring timely resolution and escalation when necessary
- Manage the incident management lifecycle, from identification to resolution and documentation
- Monitor and meet service level agreements (SLAs) and performance metrics for IT support services
- Work collaboratively with other IT teams and departments to ensure seamless operation of IT systems
- Available for mandatory 24/7 shifts to provide support and address critical issues as needed.
Technical Associate
Tech Mahindra
02.2020 - 03.2021
- Provide comprehensive technical assistance encompassing: Resolution of connectivity challenges with Internet Service Providers (ISPs)
- Troubleshooting various mobile user interface (UI) concerns
- Address specific mobile UI issues including: Phone unlocking support
- Rectification of message sending and receiving issues
- Resolution of data-related challenges
- Diagnosing and resolving network connectivity issues
- Utilize meticulous troubleshooting techniques and adept problem-solving skills
- Ensure seamless functionality and optimal performance of internet connectivity and mobile device operations
- Enhance user experience and productivity through effective support and resolution strategies.
Hr executive
Locuz
05.2019 - 11.2019
- Assist in the recruitment process by sourcing candidates through various channels such as job boards, social media, and networking events
- Screen resumes and conduct initial phone screenings to assess candidate qualifications and fit for open positions
- Coordinate and schedule interviews between candidates and hiring managers, ensuring a smooth and efficient interview process
- Maintain applicant tracking system (ATS) records and ensure all candidate information is accurately documented and up-to-date
- Support the onboarding process for new hires by preparing offer letters, conducting background checks, and assisting with paperwork as needed
- Assist with drafting job descriptions and job postings to attract qualified candidates for open positions.
Associate
Vistaprint
Ahmedabad
08.2016 - 11.2017
- Facilitated daily order processing operations with precision and efficiency, ensuring timely fulfillment of customer requirements
- Spearheaded efforts to optimize team performance and enhance the quality of collaborative efforts, fostering a culture of excellence and achievement
- Provided steadfast support to team members as a trusted advisor and mentor, promoting knowledge sharing and skill development
- Played a proactive role in driving team growth by offering insightful contributions and innovative ideas to enhance operational effectiveness
- Maintained meticulous records of team performance metrics on a daily basis, facilitating data-driven decision-making and continuous improvement initiatives
- Actively participated in team meetings to strategize and align on weekly tasks and objectives, providing comprehensive updates to team leadership
- Assumed responsibility for coordinating schedules and ensuring timely project deliverables, demonstrating a commitment to meeting project deadlines and milestones.
Education
Bachelor of Technology (B.Tech.), Electronics and Communications Engineering -
Lovely Professional University
Skills
- Microsoft Intune
- Remote Troubleshooting
- Microsoft Exchange
- Microsoft Outlook
- Microsoft Excel
- Microsoft Office
- Service-Level Agreements (SLA)
- Major Incident Management
- Key Performance Indicators
- Incident Management
- Customer Relationship Management
- Quality Assurance
- Project Management
Timeline
Technical Lead
Cognizant
11.2022 - 04.2024
Sr system engineer
Cognizant
03.2021 - 11.2022
Technical Associate
Tech Mahindra
02.2020 - 03.2021
Hr executive
Locuz
05.2019 - 11.2019
Associate
Vistaprint
08.2016 - 11.2017
Bachelor of Technology (B.Tech.), Electronics and Communications Engineering -
Lovely Professional University
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