Meenakshi Sundaram C

23 + years of work experience handling Services in the Domain of IT. Seasoned in Technology Account & Service Management, IT - Business Relation Management, Service Delivery, Operations & Support. Excellent skills in IT Service Support (Incident, Problem, Change & Release management). Insightful knowledge in IT Solution Program, Risk, Delivery & Project Management. Executed numerous Initiatives which results in Service Improvements ensuing in hard dollar savings, improving process efficiency, addressing compliance & regulatory issues.

• Obtained 35 PDU under PMI (Project Management Institute for PMP)
• Certified Scrum Master
• Foundation & Intermediate Certificate in IT – Service Management (ITIL)
• Cisco Certified Network Associate (CCNA)
• Post Graduate Diploma in Computer Applications (PGDCA) from BITECH

• Standard Chartered Bank (GBS), Technology Service Management, 06/2008, Present, Ambassador between Business & Technology thus ensuring ownership of SLA signed, Conducting regular Service Review Meetings with key stakeholders, Ensure sustained availability & stability in all technology services & support transition to services initiatives, Optimizing the Technology Service Management functions by aligning with Business and Technology portfolios, Governing end to end Project Management by driving all the projects, Drive CAB (Change Advisory Board) and review UAT, UVT, PT and other mandatory test scenarios ensure 100% compliance to change deployments, Manage Technology & Operations Risks and support the audit reviews by collecting RFIs, Represent Technology in forums like BORC (Business Operational Risk Committee), Regular assessment of business Impact on the risk perspective, conduct monthly internal audits to identify risks, register potential risks & follow-up till closure, Driving the Service Improvement Programs and deliver business benefits, Maintaining and improving the level of service by engaging ITSM streams that comprises Problem / Incident / Change / Release Management, Update stakeholders with regular reports on application performance by Daily / Weekly / Monthly / Quarterly report on key BAU issues & Service Improvements along with Trend, Coordinate Disaster Recovery plan and executions as per the Group standards, Drive strategy & influence effective and innovative deployment of technical solutions to Business needs, To posses end-to-end ownership of application deployed globally in alignment to the delivery of IT services closely with business needs. To ensure service rolled out as scheduled and are available on a 24/7 mode with zero impact / down time.
• Standard Chartered Bank (GBS), Problem Manager – ITSM Service Support, 01/2006, 06/2008, To adhere the process of ITIL Service support in ensuring the service availability to Groups customers, TPM – Technical Post Mortem – To chair the meeting, where all relevant Technological Partners are invited to discuss the Root cause for any Major incidents and to provide a detailed report to the senior management, BPM - Business Post Mortem – To conduct the meeting where all relevant Business partners are invited to provide them an update of the incident, where Domain Owner updates the gathering, Trend / SIP – To prepare a trend on frequent/recurring incidents on any Region/ Domain/ Application/ Service and to drive a SIP by inviting all the relevant partners and to focus on incident reduction. To provide a regular update to senior management on the progress, Release Management – To drive the Release activity irrespective to Project, Application, Integrated Release (Bug Fixes) so as to ensure the changes are planned well in advance & are properly managed by a command centre to ensure the smooth completion of Planned changes, To ensure that there are no unplanned/Un-authorized changes performed in the infrastructure to minimize the impact adhered to IT Infrastructure stability, To ensure that the bug fixes for all known issues are fixed through a scheduled change activity with an end to end ownership of any incidents/changes
• Slash Support (P) India Ltd, Application Consultant, 11/2004, 01/2006, Managing a team of 12 with a position of Escalations Lead, Ensuring smooth closure of issues escalated through the internal support tracking system by getting into conference call with necessary team, customer and ensuring that customers are delighted with proper root cause analysis and solution, Analyzing Customer’s feedback survey and ensuring customer delight with necessary measures, Projecting the estimated calls weekly and highlighting the reasons for positive and negative variance to the top management – Acting as a MIS (Manpower, capacity, Trend, Projection and Variance)
• Sify Ltd (Satyam Infoway Ltd), Shift-in-charge – Techsupport, 01/2000, 11/2004, Managing a team of 10 with a position of Shift-In-Charge, Link restoration (co ordinate with respective engineers across locations), Involved in technical write-ups, Product demonstrations and product training to L1 technicians, Basic Network configurations on the Routers, Switches and Servers, Cabling our Network Devices (Routers, Switches, Modems and Hubs), NMS deployment & monitoring, Leaded my team in getting Sify technology team ISO 9001:2000 certified
• Standard Charted Bank, Customer Relations Executive, 06/1998, 01/2000, Coordinating with Customers to clear queries related on professional credits

• Date of Birth: 08/05/78
• Marital Status: Married

• Obtained 35 PDU under PMI (Project Management Institute for PMP)
• Certified Scrum Master
• Foundation & Intermediate Certificate in IT – Service Management (ITIL)
• Cisco Certified Network Associate (CCNA)
• Post Graduate Diploma in Computer Applications (PGDCA) from BITECH