Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Languages
Timeline
AccountManager
Mugunthan Chakrapani

Mugunthan Chakrapani

IT Professional
Chennai,Tamil Nadu

Summary

  • Has 19+ years of experience in IT Service Management
  • Having 6+ years of experience in Incident Management role with multiple clients handling various levels of severity incidents
  • Having 2+ years of experience in professional project management with DC Migration and Cloud migration projects
  • Led the larger team consisting of 90+ Application Support team members and ensured all KPIs are met.
  • Certified Scrum Master from Scrum Alliance with 100% score.
  • Certified Project Management Professional from Project Management Institute.
  • Completed AWS Solutions Architect – Associate level training in Udemy.
  • Also possess experience in problem management and change management related activities.
  • Have experience in application support related to mainframe technology.
  • Has experience on working in client location to start the new engagement.
  • Involved in direct client interactions, possess a very good coordination and communication skill.
  • Involved in project management activities from offshore and being single point of contact I have prepared and delivered many metrics to Client stakeholders, Cognizant management on behalf of team.
  • Have a strong technical knowledge with expertise in business analysis, training, and consulting with an ability to understand & build strong client relationships in a competitive environment.
  • Initiated lot of innovative ideas and implemented successfully, which helped in reduction of manual errors in Incident Management
  • Improved the existing incident management process in handling SLA, which benefited clients and was much appreciated.
  • Proven ability to independently solve critical customer impacting problems.

Overview

19
19
years of professional experience

Work History

Senior Manager - Engagement Delivery Lead

Cognizant Technology Solutions
Chennai
08.2022 - Current
  • Responsible to forecast and meet the target revenue and profit for the account in a year.
  • Manage the day-to-day operations of Service Desk, Field Services, Service Management, Platform Services and DBA towers.
  • Responsible to meet all the SLA and report all the KPIs as agreed with customer.
  • Manage an entire portfolio of account for data and analytics delivery governance and managing large size teams.
  • Responsible for execution excellence and protecting the business in data analytics area.
  • Formulating a portfolio expansion strategy and plan leveraging the modern data and analytics solution trends
  • Leading a high-performance team of Leads, Program Managers, Solution Architects and Data / Analytics SMEs
  • Running regular delivery health checks and reviews with the client stakeholders
  • Building and nurturing relationships with senior client executives in data and analytics organization
  • Building a strong second line of leaders to drive growth and bring delivery excellence.
  • Establish operational measures and controls for portfolio performance.
  • Reviewing the Service Desk and Service Management processes for better service.
  • Driving the CSIs across the towers and provide the automation scope in customer environment.
  • Identify and track all the operational risks across the board.

Manager - Infra Project Manager

Cognizant Technology Solutions
Chennai
02.2020 - 08.2022
  • Ensure all projects are delivered on time within the stipulated scope and budget.
  • Lead the initiation and planning of a project and ensure technical feasibility. Ensure resource availability and allocation.
  • Develop a detailed project plan to monitor and track the progress of the project.
  • Coordinate with internal and external parties for the flawless execution of projects
  • Ensure the timely communication of project implementation to all the stakeholders.
  • Represent the project changes in CAB call and get the necessary approvals.
  • Report the weekly status of the project to the customers.
  • Manage relationships between clients and stakeholders.
  • Measure project performance using appropriate project management tools.
  • Perform risk management analysis to reduce project risks.
  • Report and escalate to upper management as and when needed.
  • Create and maintain a comprehensive project documentation.
  • Responsible for knowledge transfer to support teams about the project implementation with all the necessary documents.

Manager - MIM/Service Management Lead

Cognizant Technology Solutions
Chennai
05.2019 - 02.2020
  • The primary objective of the Service Management Lead is to govern and guide all the towers under the service management like Incident Management/Major Incident Management, Change Management, Problem Management, Configuration
  • Management, Knowledge Management, Access Management, Transition Planning & Support and Customer Service Improvements.
  • Implementing and executing the incident and major incident management processes which include major incident invocation, ownership, escalation, communication, and restoration of service.
  • Recommending the best practices to support affected business units by managing, directing, coordinating, and communicating across multiple technical and non- technical teams which include application, infrastructure, third party suppliers, and business units.
  • responsible for establishing standards and procedures that maximize operation responses to encountered incidents and minimize service availability interruptions.
  • Driving response team to resolving incidents within established service times.
  • Investigating and coordinating incident restoration of service for all escalated incidents.
  • Identify correct technical and non-technical teams and engage them for restoration of service.
  • Overseeing all severity 1, severity 2 tickets through to restoration of service including severity 3 incidents as warranted.
  • Overseeing emergency changes as related to a current service interruption.
  • Preparing post incident review documents and attend problem management review meetings to ensure determination of root cause.
  • Accurate, appropriate, and timely communication to internal and external stakeholders
  • Remaining engaged through to service restoration and ensuring senior leadership is aware of activities being carried out.
  • Coordinate and manage technical teams during service restoration.
  • Liaise with external third parties within a complex multi supplier environment to facilitate prompt restoration of service.
  • Ensure timely restoration of service is the priority to reduce their impact on business.
  • Escalate incident tickets as required and provide timely feedback to senior management regarding issues affecting quality of service to clients. Review and report on all open tickets.
  • Communicate with business units and second level support to ensure prompt incident resolution.
  • Facilitate teleconference forums and Deliver quality of service by adhering to Symantec’s methodologies and standards.

Manager - GCC Lead & Major Incident Manager

Cognizant Technology Solutions
Chennai
08.2017 - 04.2019
  • The primary objective of the Incident Commander is to lead efforts across multiple groups to restore service in a timely manner for critical business functions, application, and infrastructure services.
  • Implementing and executing the incident and major incident management processes which include major incident invocation, ownership, escalation, communication, and restoration of service.
  • Recommending the best practices to support affected business units by managing, directing, coordinating, and communicating across multiple technical and non- technical teams which include application, infrastructure, third party suppliers, and business units.
  • Responsible for establishing standards and procedures that maximize operation responses to encountered incidents and minimize service availability interruptions.
  • Driving response team to resolving incidents within established service times.
  • Investigating and coordinating incident restoration of service for all escalated incidents.
  • Identify correct technical and non-technical teams and engage them for restoration of service.
  • Overseeing all severity 1, severity 2 tickets through to restoration of service including severity 3 incidents as warranted.
  • Overseeing emergency changes as related to a current service interruption.
  • Preparing post incident review documents and attend problem management review meetings to ensure determination of root cause.
  • Accurate, appropriate, and timely communication to internal and external stakeholders
  • Remaining engaged through to service restoration and ensuring senior leadership is aware of activities being carried out.
  • The Incident Commander performs within the incident management process, which is defined as the processes used to restore services as quickly as possible when an event occurs that “affects standard delivery of service”. This involves the management and escalation of critical/high severity incidents up to and including service restoration to avoid any business impact.
  • Coordinate and manage technical teams during service restoration.
  • Liaise with external third parties within a complex multi supplier environment to facilitate prompt restoration of service.
  • Ensure timely restoration of service is the priority to reduce their impact on business.
  • Escalate incident tickets as required and provide timely feedback to senior management regarding issues affecting quality of service to clients. Review and report on all open tickets.
  • Communicate with business units and second level support to ensure prompt incident resolution.
  • Facilitate teleconference forums and Deliver quality of service by adhering to Symantec’s methodologies and standards.

Manager - Offshore Delivery Manager

Cognizant Technology Solutions
Chennai
03.2017 - 04.2017
  • Idetified for Retail Project (new scope - Offshore) to handle the team of 50+ people, which includes Service Desk, Computer Operations, Service Request Management and Problem Management. We have done all the preliminary activities like identifying the resources, ODC, cross training the identified resources with the existing team, soft skill training (Communication & Voice) and raised all the necessary project onboarding requests. Ahead of KT start date, we have done the analysis on latest ticket dumps to understand the scope of the work and peak volume hours to align the resources in each shift accordingly. Unfortunately, the new scope did not materialize due to various reasons and all the identified resources have been released.

Manager - Apps Support & Maintenance Lead

Cognizant Technology Solutions
Chennai
09.2015 - 01.2017
  • Leading the overall Application Support for client accounts
  • Handling incidents and providing support for Asset Management Applications
  • Primary point of contact for production (severity 1, 2, and 3) incidents and outages, restoring service to major production applications in a 24X7 environment
  • Conducted bridge calls to gather resources, when necessary, to assist in incident remediation and restoral of service to critical payment processing systems and applications.
  • Execution of ITSM process tasks including Incident, Service Request, Problem, and Change Management
  • Supported, maintained, monitored, and ensured availability of all applications hosted in the production environment.
  • Managing monthly & quarterly review meetings with technical team for task completion
  • Collecting technical infrastructure requirements and creating implementation and production deployment plans and procedures for new installations and upgrades
  • Continual Service Improvement of services already in use within customer environments
  • Identifying and aligning business objectives, discovering customer pain points, offering recommendations, and recognizing current and future needs
  • Integration of Norther Trust applications with ITSM ticketing tools for automated monitoring and response
  • Analyzed incidents and identified root cause of IT Infrastructure problems encountered by users.
  • Initiated resolution of problems and implemented preventative actions that minimize the incidents and adverse impact on business.
  • Documented all IT processes for the technology department and developed the IT manual.
  • Maintained information regarding known errors and work-a-rounds.
  • Assisting customers with incident management and Change Management within their environments.
  • Adhering to client ITIL change management policies by ensuring any proposed changes are evaluated for risks, system changes are thoroughly tested, and deployment plans include back-out strategies.
  • Configuration of custom compliance monitoring, change detection rules, and reporting to identify real-time deviations from configuration standards and industry and regulatory best practices.
  • Providing highly technical remote and on-site support during service transition to ensure a successful deployment.
  • Performing project management functions for customer engagements including project scheduling, project tracking, status, and completion reporting
  • Knowledge transfer of process and technical specifications for daily use of Asset Management applications
  • Initiated the ITIL Problem Management process and drastically reduced daily client impact incident tickets by researching and resolving an ongoing issue with the Service Desk tool.

Senior Associate - Mainframe Support & Monitoring

Cognizant Technology Solutions
Chennai
05.2012 - 08.2015
  • Proactive monitoring, reporting the issue to Technology Recovery Manager (TRM) on time without any delay and doing the preliminary analysis about the issue to reduce the work around time of TRM to resolve the issue without any payments and business impact to the customers.
  • Worked on requests such as code deployment (ENDEVOR), creating tables, access related as part of environment support, job issues (BATCH) and then API issues (ONLINE)
  • Executing the major incident management processes which include major incident invocation, ownership, escalation, communication, and restoration of service.
  • Utilizing the major incident management best practices to support affected business units by managing, directing, coordinating, and communicating across multiple technical and non-technical teams which include application, infrastructure, third party suppliers, and business units.
  • Primary point of contact to lead efforts across multiple groups to restore service in a timely manner for critical business functions, application, and infrastructure services.
  • Responsible for establishing standards and procedures that maximize operation responses to encountered incidents and minimize service availability interruptions.
  • Identify correct technical and non-technical teams to be engaged for restoration of service.
  • Coordinating and managing technical teams during service restoration
  • Liaising with external third parties within a complex multi-supplier environment to facilitate prompt restoration of service.
  • Overseeing all severity 1, severity 2 tickets through to restoration of service including severity 3 incidents as warranted
  • Overseeing emergency changes as related to a current service interruption.
  • Ensuring the integrity of the Incident Management, Major Incident Management, Problem Management and Change Management processes.
  • Preparing post incident review documents and attend problem management review meetings as necessary.
  • Accurate, appropriate, and timely communication to internal and external stakeholders.
  • Providing 24-hour, 7-day a week support on a rotational basis
  • Remaining engaged through service restoration and ensuring timely updates to senior leadership of activities being carried out.
  • Facilitate teleconference forums and Deliver quality of service by adhering to project methodologies and standards.
  • Successful service restoration: Mean time to restore within agreed service levels; Reduction in severity 1 and severity 2 incidents.
  • Eliminating risks and ensuring a stable environment; and Meeting/exceeding all contractual obligations
  • Specific and actionable details captured during the restoration of events.

Associate - Batch Monitoring & Mainframe Support

Cognizant Technology Solutions
Chennai
03.2007 - 04.2012
  • Active monitoring of batch in Argent job Scheduler tool, handling Change requests/Enhancements/Requirements
  • Monitoring the production jobs and resolving issues if any, analysis of the job failures and fixing it permanently, enhancements like changing the business rules, S/W upgrades etc.,
  • Responsible for analyzing the system functionality based on the issues raised by the users and fixing the bugs, Problem management like Identifying & Solving potential problems, providing workarounds for critical business tasks, estimation of the changes required.
  • As a key team member, was responsible for understanding of business related with the technical specifications.
  • Responsible for coordinating with the Onsite representative for providing resolutions to issues & requests from Clients.
  • Monitoring and scheduling the mainframe jobs in QA environment with the ESP scheduler.
  • Actively contributed in OPCA to ESP migration in production environment.
  • Communicated major milestones and documented requirements, issues, and lessons learned.
  • Ensured that all ITSM contractual and agreed upon SLAs were met for each element of services delivered and accurately estimated hours needed to complete project tasks and deliver on service commitments by target dates.
  • Identified tool defects and interacted directly with vendors for recommendations of performance tuning and optimization measures.

Abstractor/Validation Analyst

NTrust Infotech PVT LTD
Chennai
12.2004 - 02.2007
  • A lease abstract prevents the time-consuming process of reviewing the entire inventory of lease documents.
  • Abstracting, summarizing and capturing key provisions within lease agreements and its corresponding lease documents,
  • To facilitate the understanding of the Landlord’s and tenant’s terms and conditions of renting space at the landlord’s property.
  • To summarize tenant provisions and understand the relationship the owner has with his tenant – economic terms
  • To provide better service and field questions from tenants regarding their leases
  • Capture financial information from leases to manage billing, collections, etc.
  • Improve information flow from point of acquisition, to accounting, to tenant support for property/asset management, all the way through to disposition/sales of the asset
  • Help manage and determine the value of portfolios of properties by better accessing information about tenants’ leases.
  • To understand covenants, responsibilities, restrictions, obligations, etc. – determine risk within tenant leases.
  • Perform validation of the abstracted information from the lease agreements, including financial and non financial information.

Education

Master of Science - Information Technology

AM Jain College
Chennai
05-2004

Bachelor of Science - Computer Science

SCSVMV University
Kancheepuram
05-2002

XII STD -

Nehru Government Higher Secondary School
Nanganallur, Chennai
05-1999

X STD -

DAV
Adambakkam, Chennai
03-1977

Skills

  • Resource Allocation
  • Staff Supervision
  • New Employee Hiring
  • Work Planning and Prioritization
  • Service Documentation
  • Shift Scheduling
  • Employee Training and Development
  • Service Quality Management
  • Relationship Building
  • Customer Service Management
  • Project Planning
  • Goal Setting
  • Customer Service
  • Performance Evaluations
  • Contract Management
  • Employee Supervision
  • Interpersonal Relationships
  • Technical Troubleshooting
  • Team Leadership
  • Data Analytics
  • Coaching and Mentorship
  • Documentation and Reporting
  • Revenue Generation
  • Critical Thinking
  • Leadership Development
  • Staff Management
  • Project Management
  • Financial Controls
  • Staff Motivation
  • Goal-Oriented
  • Business Development
  • Coaching and Mentoring
  • Reporting and Documentation
  • Risk Management
  • Employee Relations
  • KPI Monitoring
  • Forecasting
  • Rapport Building
  • Process Optimization
  • Team Collaboration and Leadership
  • Vendor Sourcing
  • Continuous Improvement
  • Time Management
  • Multitasking and Organization
  • Cost Estimates
  • Regulations Compliance
  • Trustworthy and Honest
  • Supply Ordering
  • Policy and Procedure Enforcement
  • Budget Control
  • Culture Development
  • Root Cause Analysis
  • Cost Control
  • Financial Administration
  • Project Development
  • Multi-Unit Operations Management
  • Staff Retention
  • Project Scope Analysis
  • Budgeting and Forecasting
  • Project Scope
  • Staff Training and Motivation
  • Cost Reduction and Containment
  • Client Relations
  • Performance Improvements
  • Conflict Management
  • Staff Training and Mentoring
  • Document Management
  • Work Flow Planning
  • Compliance Monitoring
  • Project Tracking
  • Productivity Improvement
  • Trend Analysis
  • Risk Assessment
  • Client Relationship Management
  • Business Analysis
  • Problem Resolution
  • Data Collection

Affiliations

EOS/EOLS Assessment and Remediation – The scope of the project to perform the assessment of End Of Life/End Of Life Support servers and network devices and to remediate by upgrading or decommission them.

DC Migration Project: The Scope of the project is AS-IS migration from one premises to another premises. Most of the devices/servers were connected to single power unit without redundancy and most of the servers/devices were not in use. All the required devices and servers have been migrated to new DC with redundancy power supply and identified the unused servers/devices and decommissioned them to reduce the footprint of the existing DC.

Infra Apps Cloud Migration: The scope of the project is to migrate the infra-applications from on prem to cloud and decommission the on prem servers. All the infra-applications have been migrated to Azure cloud and the on prem servers have been decommissioned to reduce the footprint of the on prem DC

One Stop Dashboard: We have lot of project related process documents that need to be referred to perform the day-to-day activities. Every document is placed in different project related folders. So, it was bit difficult to open the documents. I have created the One Stop Dashboard, which will be useful for our Incident Command team in accessing all the required documents from a single place and with a single click. We can still customize the dashboard based upon our need.

Consolidation of Middle Office Applications: We have around 10 applications under the Middle Office team. It was difficult to take care of requests across all the applications and each team member has own view on their Mailbox. So, we decided to consolidate all the applications in to one common mailbox. All the applications Distribution Lists have been added into common mailbox. Mails and alerts of all application started flowing into the common mailbox. Granted the access to all team members and rules have been set to segregate the unnecessary mails and alerts coming into common mailbox. This has improved the response time to the request mails and trouble shoot the production issues on time.

Payments Applications Dashboard: We were supporting around 18 payments applications as a part of production support. We were updating all the jobs details in Excel every day and uploading in share point. It was very difficult to generate the report and see the historical data of all applications. We created a tool with help of development team using the .NET technology and Oracle. Tool will display all the jobs across all the applications that need to be taken care for the day. We were able to capture all the details in the tool, historical data can be taken easily to analysis the issue and weekly and monthly reports were generated easily.

EOS Batch Optimization – We can split the EOS application in 4 parts EOS1, EOS2, EOS3 and EOS4. All of them has the own sorts of batch jobs to run in a day-to-day cycle. All these jobs will be monitored in a tool called Argent Scheduler. All the jobs will have either time dependency or file dependency or job dependency. I have done the deep dive analysis on jobs schedules and their dependencies with respect to all 4 applications and then I came up with list of recommendations including the removing the unnecessary job, file and time dependencies and rescheduling the jobs. After the implementation of the above, we reduced the batch cycle time from 7 hours to 4.5 hours.

Certification

IT Service Management Foundation – External

ITIL Version 3 in IT Service Management - External

Prince2 Certification (Foundation & Practitioner) – External

Certified Scrum Master – External

Project Management Professional - External

Languages

Tamil
First Language
English
Upper Intermediate (B2)
B2

Timeline

Senior Manager - Engagement Delivery Lead

Cognizant Technology Solutions
08.2022 - Current

Manager - Infra Project Manager

Cognizant Technology Solutions
02.2020 - 08.2022

Manager - MIM/Service Management Lead

Cognizant Technology Solutions
05.2019 - 02.2020

Manager - GCC Lead & Major Incident Manager

Cognizant Technology Solutions
08.2017 - 04.2019

Manager - Offshore Delivery Manager

Cognizant Technology Solutions
03.2017 - 04.2017

Manager - Apps Support & Maintenance Lead

Cognizant Technology Solutions
09.2015 - 01.2017

Senior Associate - Mainframe Support & Monitoring

Cognizant Technology Solutions
05.2012 - 08.2015

Associate - Batch Monitoring & Mainframe Support

Cognizant Technology Solutions
03.2007 - 04.2012

Abstractor/Validation Analyst

NTrust Infotech PVT LTD
12.2004 - 02.2007

Master of Science - Information Technology

AM Jain College

Bachelor of Science - Computer Science

SCSVMV University

XII STD -

Nehru Government Higher Secondary School

X STD -

DAV

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