Nandan Routray
Bangalore
Summary
Dynamic Senior Product Technical Adviser at IQVIA with a proven track record in incident management and team leadership. Achieved 100% SLA compliance while reducing incident resolution time by 50%. Skilled in root cause analysis and stakeholder management, driving continuous improvement and enhancing service delivery for global users.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Product Technical Adviser
IQVIA
Bangalore
10.2016 - Current
- Responsible for Level-2 and Level 3 Escalations
Managing Team Size of 10 resources
Ensuring that service delivery takes place based on the Service level agreements.
Keeping track of critical or major incidents and sharing RCA with customers.
Ensuring Prompt communication to all users in case of any Major failure or breakdown.
Handling Weekly Ops Review meeting with stake holders.
To ensure that service norms committed to the customer are met.
Support all analysis and design activities, and closely work with other teams involved in the project, including development team, testing team and business users.
Carry out regular triage meetings to recognize and determine critical testing faults.
Prepare impact analysis documents, recommendations, executive briefings.
Recruited, interviewed, and hired employees.
Acted as a liaison with other departments.
Ensured service level agreements were met by managing technical support related operations.
Identified and resolved business system problems utilizing continuous process improvement activities.
Monitored ticket queues and handled user ticket escalation to ensure that corporate SLAs were met.
Lead a team of 10 application support analysts providing 24/7 support for [3] critical business applications
Reduced incident resolution time by 50% through implementation of improved troubleshooting procedures
Established and monitored SLAs, achieving 100% compliance for critical incident response times
Collaborated with development teams to prioritize and resolve recurring system issues
Implemented knowledge management system that decreased repeat incidents by 50%
Managed relationships with third-party vendors, ensuring timely resolution of escalated issues
Conducted monthly service reviews with business stakeholders, improving communication and satisfaction scores by 95%
Oversaw support for applications serving 20K users globally
Developed training program that improved team technical capabilities
Reduced system downtime by 100% through proactive monitoring and preventive maintenance
Created standardized documentation for all supported applications
Led the transition to a new ticketing system, improving tracking and reporting capabilities
Associate Manager
Technosoft Corporation
05.2010 - 10.2016
- Fixing issues/defects coming out of incidents in production environment.
- Gathering project progress data and making service delivery management reports and deck and presenting the same to senior management and the client.
- Supporting global users and CTMS super users from technical and functional stand-point.
- Investigating and escalating potential issues and risks to business team and project management.
- Mentoring off-shore team members on their day to day support activities.
- Proactive Monitoring of Siebel Application.
- Performing Siebel Admin activities like Health check of Siebel environment, User creation and Component monitoring.
- Involved in Change Management process to deliver fixes on Production Environment.
- Involved in release and system update activities.
- Response and Closure of incidents within committed norms.
- Take complete ownership of the Issues until resolution.
- Reduce Repetitive Incidents by proactive monitoring.
- Update the Incident status to Service desk, Team Leader and Super Users.
- Providing Data Extracts to Business.
- Ensure Business critical reports are generated and submitted to customer.
- Ensure Monthly executive summary is prepared and send to PM.
- Analyzing the calls on response & resolution time violations of SLA.
- Ensure Root Cause analysis done for all Major Incidents which are service Impacting.
- New Initiatives to improve service delivery.
- To do incident trend analysis, to show continuous improvement.
Consultant
Capgemini India Pvt Ltd
05.2007 - 10.2009
Education
PGDMB -
Welingkar institute of management
01.2015
BTECH -
cvrce BPUT
01.2006
Skills
- Sales force
- Incident management
- Root cause analysis
- Service level agreements
- Troubleshooting procedures
- Team leadership
- Customer relationship management
- Data analysis
- Training program development
- Change management
- Siebel
- Open Text
- Program Management
- Windows
- 2000
- XP
- Windows 10
- Data Loader
- Toad
- HPOV
- JIRA
- Service Now
- Siebel Tools
- Power Tools
- Ultra Edit
- Oracle 10g
- Active listening
- Data interpretation
- Stakeholder management
- Solution-oriented approach
- Presentations and public speaking
- Compliance requirements
Certification
- ITIL Foundations v3 Certification
- Registered scrum master
- Registered product owner
Languages
- English
- Hindi
Projects
Leading CRO in US, 10, Open Text, SQL, ELVIS (Enterprise Library Vaulting Information System) is a global document management system responsible for managing validated and regulatory compliant content and processes supporting CRO and internal business. Leading CRO in US, 10, SFDC, It is the only fully integrated bio and pharmaceutical services provider offering clinical, commercial, consulting and capital solutions. Leading antivirus company, 8, Salesforce, The company proactively secures systems and networks from known and as yet undiscovered threats worldwide. Leading Australian Bank, 12, Siebel Financial Application - 7.7, 7.8, 8.1, Stockland is one of Australia's most progressive property investment and development organizations. ANWB, 10, This project is a 7.8 to 8.0 Siebel Media upgrade project with an NLD as primary language. Interpolis, 8, The project is a Siebel Financial Services Upgrade Project from 7.5.3 to 8.0.0.3. SPADE, 6, The project is a Siebel Sales Services Upgrade Project from 7.7.2.6 to 8.0.0.3.
Disclaimer
I hereby declare that above mentioned details are correct and complete to the best of my knowledge.
Trainings Attended
- Leadership Program
- Business Communication Skills
- Presentation Skills
- ITIL V3(F)
- SFDC
Personal Information
- Pan Number: AGBPN7609K
- Date of Birth: 01/16/85
- Marital Status: Married
Timeline
Senior Product Technical Adviser
IQVIA
10.2016 - Current
Associate Manager
Technosoft Corporation
05.2010 - 10.2016
Consultant
Capgemini India Pvt Ltd
05.2007 - 10.2009
PGDMB -
Welingkar institute of management
BTECH -
cvrce BPUT
Similar Profiles
Sarah VillarroelSarah Villarroel
Data Management Assistant at IQVIAData Management Assistant at IQVIA
Elizabeth AndrewElizabeth Andrew
Senior Talent Acquisition Consultant at IQVIASenior Talent Acquisition Consultant at IQVIA
Mohit KumarMohit Kumar
Senior Test Lead at IQVIASenior Test Lead at IQVIA
SUJEET KUMAR DASSUJEET KUMAR DAS
Software Developer at IqviaSoftware Developer at Iqvia
NAINIKA NAGIRIMADUGUNAINIKA NAGIRIMADUGU
Sr. Strategic Plan Specialist at Honeywell Technology SolutionsSr. Strategic Plan Specialist at Honeywell Technology Solutions