Khaja Mainudeen M R
Chennai
Summary
Batch Operations & IT Service Management Team Lead with 14+ years of experience leading critical 24x7 batch scheduling and operations alongside ITIL-based Incident, Major Incident, Change, and Service Management. Strong hands-on leadership in Batch Operations, NOC, and Real-Time Command Center environments, ensuring SLA adherence, operational stability, and timely resolution of batch and production issues. Proven expertise in stakeholder management, team leadership, and driving Continuous Service Improvement (CSI) initiatives.
Overview
12
12
years of professional experience
3
3
Languages
Work History
Team Lead
Cognizant Technology Solutions
01.2019 - 10.2023
- Led end‑to‑end production batch operations using Run My Jobs (RMJ), managing live schedules, executions, and complex job chains.
- Owned production batch control and recovery, performing kill, reschedule, hold/release, abort chains, disable jobs, and console completion to restore services quickly.
- Proactively monitored business‑critical production batches, ensuring SLA compliance, timely execution, and business continuity.
- Managed advanced production scheduling configurations including calendars, runtime windows, execution limits, submit frames, and event‑driven dependencies.
- Ensured accurate cross‑application and downstream dependencies to maintain data integrity and correct processing order in production.
- Integrated RMJ with ServiceNow to auto‑generate incidents for batch failures, enabling faster detection, escalation, and audit traceability.
- Led P1/P2 production incidents, driving bridge calls, coordinating war‑room activities, stakeholder communication, and RCA closure.
- Conducted monthly production failure reviews, identifying root causes and implementing permanent fixes to improve batch stability.
- Optimized production environments by decommissioning obsolete jobs and eliminating redundancy, improving efficiency and reducing costs.
- Served as Production Operations Team Lead, mentoring analysts on RMJ standards, incident response, escalation protocols, and best practices.
Team Lead
Cognizant Technology Solutions
12.2016 - 01.2019
- Led Major Incident Management (P1/P2) for rapid service restoration.
- Oversaw 24x7 NOC operations and escalation management.
- Coordinated with cross-functional teams and vendors.
- Drove RCA and continuous service improvement.
L1 Analyst
Cognizant Technology Solutions
05.2014 - 12.2016
- Provided Level 1 technical support via phone.
- Handled ticket logging, troubleshooting, and SLA compliance.
- Escalated unresolved issues to L2/L3 teams.
L1 Analyst
HCL Technologies
09.2011 - 04.2014
- Handled inbound calls from UK customers for internet issues.
- Managed trouble tickets and escalated network/hardware issues.
- Provided support via calls and emails including high-level complaints.
Education
Bachelor’s Degree - Computer Science
Madras University
Chennai, Tamil Nadu, India01-2011
Skills
- Batch Operations
- Workload Automation & Job Scheduling
- ITIL-based Incident & Major Incident Management
- Change Management
- Network Operations Center (NOC)
- Real-Time Command Center
- Service Delivery
- Stakeholder Engagement
Timeline
Team Lead
Cognizant Technology Solutions
01.2019 - 10.2023
Team Lead
Cognizant Technology Solutions
12.2016 - 01.2019
L1 Analyst
Cognizant Technology Solutions
05.2014 - 12.2016
L1 Analyst
HCL Technologies
09.2011 - 04.2014
Bachelor’s Degree - Computer Science
Madras University