Summary
Overview
Work History
Education
Skills
Disclaimer
Languages
Timeline
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Manisha Vairamuthu

Manisha Vairamuthu

Chennai

Summary

Driven problem-solver with a positive attitude, excelling in customer service to deliver delightful experiences and lead teams to achieve necessary metrics for company growth

Experienced in both production support and application support roles over 5 years and 11 months

Expertise in ticket handling consistently yields high customer satisfaction

Demonstrated ability to solve problems and improve processes, whether working independently or as part of a team

Knowledgeable in team leadership, successfully maintaining all SLAs and KPIs as per client requirementrequirements.

Overview

6
6
years of professional experience

Work History

Senior Project Engineer

Wipro
04.2020 - 03.2025
  • Worked as Team lead for Instant Messaging L2 team which comes under the umbrella of Level 2 End User Services(EUS)
  • Started as L2 support engineer in Instant Messaging support by tracking the incident queue and taking ownership of user escalations seeking help from SME's for unresolved cases after performing the troubleshooting
  • Had high same day closure count and high CSAT feedback with expertise in handling user escalations
  • Promoted as Subject Matter Expert and handled the critical incidents, outages promptly involving higher support teams along with Microsoft support team if required
  • Climbed up the ladder as Team lead collaborating with client managers and internal team leads to improving the SLA and KPI metrics
  • Created KB's for recording the TS to be performed for new issues, once we started receiving in our queue alerted L1.5 team to stop the inflow if we found the temporary workaround
  • For the past two years as a Team Lead for Instant Messaging L2 team achieved all the SLA's and KPI's in green for my portfolio
  • Took care of server related activities like application checkouts, server health checks(daily) and outages if any caused during greenzone
  • Worked on weekly clients review report and monthly reports presented to client managers about team's highlights/lowlights to plan for the upcoming month
  • Scheduled calls with Level 3 team for weekly activities to prepare the team accordingly for upcoming week ticket inflow and also had regular calls with L1.5 team to share feedbacks about their performance
  • Regularly reviewed the KB's to have it updated

Project Engineer

Wipro Technologies
04.2019 - 03.2020
  • 1+ years of experience in Identity and Access Management implementation and support as L1 support
  • Worked on different IDAM products - IBM Security Access Manager (ISAM7)
  • Performing Service upkeeping, periodical activities like upgrade, Certificate renewal, system health check, server housekeeping, Post implementation verification after related infrastructure change and also performed some change in Dev environment
  • Worked on BMC Remedy and ServiceNow tools for Support activities
  • Certificate renewal operations in NAM console and raised Change records in change management consoled for deployment activities and successfully closed it
  • Closely worked with team members and supported the lead over many deployment activities in test environments
  • Worked on monthly and weekly reports presented to clients about team’s operations

Education

Bachelor of Engineering -

K.S. Rangasamy college of Technology
01.2019

Skills

  • ITIL process management
  • Incident management
  • Technical support for Skype and MS Teams
  • Team leadership

Disclaimer

I hereby declare that the information furnished above is true to the best of my knowledge.

Languages

English
Advanced (C1)
Tamil
Advanced (C1)
Hindi
Elementary (A2)

Timeline

Senior Project Engineer

Wipro
04.2020 - 03.2025

Project Engineer

Wipro Technologies
04.2019 - 03.2020

Bachelor of Engineering -

K.S. Rangasamy college of Technology

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Manisha Vairamuthu