Kiruthika Rengasamy
ITIL Change Manager
Coimbatore
Summary
Dynamic ITIL Change Manager at Cognizant with expertise in change management and a strong customer focus. Successfully led complex transformations, enhancing stakeholder satisfaction and streamlining processes. Proven problem-solver, skilled in operations management, with a track record of implementing effective change strategies that reduced resistance and improved team collaboration.
Overview
8
8
years of professional experience
3
3
Languages
Work History
ITIL Change Manager
Cognizant
02.2021 - Current
- Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
- Led teams through complex transformations, providing guidance and support throughout the process.
- Partnered with business teams to understand needs and mitigate potential problems.
- Ensured compliance with regulatory standards while executing change management activities.
- Facilitated workshops and training sessions to equip staff members with tools necessary for successful adaptation during periods of transition.
- Increased stakeholder satisfaction by effectively communicating changes, ensuring minimal disruption to daily operations.
- Implemented change strategies by identifying areas for improvement and developing comprehensive plans.
- Reduced resistance to change by employing empathetic communication and understanding the concerns of employees affected.
- Built strong relationships with stakeholders at all levels, promoting a collaborative approach to managing change projects.
- Designed processes and systems supporting business needs before, during and after transitions.
- Monitored progress throughout change implementation phases, adjusting timelines as needed based on project requirements.
- Collaborated with senior leaders to align change initiatives with strategic objectives.
- Built support for change throughout business unit through direct outreach strategies.
- Streamlined processes for enhanced efficiency, working closely with cross-functional teams to identify gaps and redundancies.
- Identified impacted parties, business partners and resources required for planned changes.
- Managed internal and external client-facing relationships through transitional periods.
- Led teams of analysts to evaluate, plan and execute projects.
- Coordinated efforts between multiple departments during large-scale transformation initiatives, ensuring seamless execution from start to finish.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Incident Manager
Cognizant
09.2019 - 05.2020
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
- Improved overall service quality by conducting post-incident reviews, identifying areas for improvement, and implementing corrective actions.
- Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
- Collaborated with cross-functional teams to identify root causes of incidents, leading to targeted improvements in system stability.
- Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures.
- Delivered regular training sessions for staff members on incident management procedures, enhancing overall team efficiency and knowledge sharing capabilities.
- Coordinated with external vendors to resolve incidents involving third-party systems, ensuring minimal impact on business operations.
- Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
- Implemented preventative measures by analyzing incident trends and working closely with the IT team to address vulnerabilities.
- Developed and maintained detailed documentation for incident management processes, ensuring consistency in response strategies.
- Streamlined workflows by automating routine tasks within the incident management process, freeing up resources for higher-priority issues.
Network Security Analyst
Cognizant
02.2017 - 09.2019
- Worked on firewall technology tools like Checkpoint and Websense proxy
- Handled incidents; coordinated with vendors for URL categorization and user issues Performed live troubleshooting on checkpoint related issues.
- Prepared security review reports for network security Handled user access management issues via Active Directory Implemented daily changes in network devices per project requirements
- Checked device health and performance weekly to provide management with performance insights Handled escalated/critical issues with Checkpoint TAC and Force Point Support
- Analyzed unusual traffic and logs to notify customers with appropriate solutions Resolved users' network connectivity issues prioritizing based on SLA
Education
Bachelor of Technology - Information Technology
Anna University
Coimbatore 04.2001 -
Skills
Change management expertise
ITIL framework
Incident management
Service management
Escalation management
Emergency response
Root-cause analysis
Stakeholder management
Post incident reviews
SLA management
Problem-solving abilities
Time management
Timeline
ITIL Change Manager
Cognizant
02.2021 - Current
Incident Manager
Cognizant
09.2019 - 05.2020
Network Security Analyst
Cognizant
02.2017 - 09.2019
Bachelor of Technology - Information Technology
Anna University
04.2001 -