Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Gokulraj M D

Chennai

Summary

Multifaceted Production Management Analyst with expertise in Incident Management, Problem Management, Change Management and other areas of Service Management. Excellent time management, analytical and problem-solving abilities.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Production Management Analyst

Natwest Group
07.2021 - Current
  • Evaluated current processes to develop improvement plans.
  • Produced detailed and relevant reports for use in making business decisions.
  • Created and optimized records management strategies to coordinate and protect information.
  • Reviewed internal systems and organized training plans to address areas in need of improvement.
  • Delivered more complex and critical production infrastructure for application support service for relevant platforms, activities and processes across domain,
  • Communicated and collaborated with stakeholders across domain, including management and feature teams to ensure robustness and resilience of platform.
  • Manage relationships with platform, domain and relevant cross-domain stakeholders from both business and technology, utilizing efficient communication ultimately to benefit and delight our end customers.
  • Worked closely with feature teams, understanding upcoming changes and collaborating to prevent potential issues occurring.

Service Delivery Analyst

TCS
04.2021 - 06.2021
  • Explained technical service issues to technical and non-technical audiences, generating support and establishing clear lines of communication between parties.
  • Monitored and documented daily standard service requests for future analysis.
  • Collaborated with cross-functional teams to support troubleshooting and minimize service interruptions.
  • Complied with service level agreements among core IT partners.
  • Evaluated current processes to develop improvement plans.
  • Produced detailed and relevant reports for use in making business decisions.
  • Reviewed internal systems and organized training plans to address areas in need of improvement.

Production Support Analyst

Infosys
06.2013 - 03.2021
  • Identified root causes of recurring problems to implement effective solutions.
  • Identified manual processing deficiencies and instituted automation techniques, reducing manual labor and increasing workflow efficiency
  • Worked closely with test, development and requirements team members to analyze, investigate and resolve common issues.
  • Conferred with internal staff to deliver smooth functioning and minimal downtime of newly implemented systems and procedures.
  • Researched and recommended scheduling enhancements to improve system performance.
  • Analyzed applications and recommended necessary upgrades and patches.
  • Reduced processing time by analyzing job schedules and implementing appropriate modifications.
  • Provided daily support with escalated ticket resolution and liaised with business and technical leads.
  • Collaborated with upper management to drive strategy and implement new processes.
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.

Education

Bachelor of Engineering - Computer Science Engineering

Panimalar Institute of Technology
Chennai
05.2008

Skills

  • Service Management
  • Service Delivery Standards
  • Continual Service Management
  • Service Reporting
  • KPI/Metric Reporting
  • Stakeholder Management
  • Communication Skills
  • ITL4 Certified

Certification

ITIL4 Certified

Timeline

Production Management Analyst

Natwest Group
07.2021 - Current

Service Delivery Analyst

TCS
04.2021 - 06.2021

Production Support Analyst

Infosys
06.2013 - 03.2021

Bachelor of Engineering - Computer Science Engineering

Panimalar Institute of Technology

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Gokulraj M D