Preethi Rajamani
Offshore Operations Manager
Virudhachalam
Summary
- As an accomplished Offshore Operations Manager with over 9 years of experience in the core IT industry, I excel in enhancing business plans, improving processes, and leading teams. My expertise spans infrastructure operations, network security, content security, and incident response etc. My strategic approach, coupled with strong communication skills, enables me to align initiatives with business goals and effectively educate stakeholders on best practice.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Offshore Operations Manager
Cognizant Technologies Solutions
10.2022 - Current
- Delivered regular fleet reporting and SLA metrics, exceeding targets by 25%
- Identified and facilitated opportunities for automation, resulting in 40% improvement in team efficiency
- Led team meetings, Governance calls, maintaining transparency of service strategy and key operational responsibilities resulting in 20% improvement in team efficiency
- Collaborated with the client and team to facilitate key activities, such as building milestones, patching, upgrades, DR test, and other key project tasks and milestones resulting in 100% project completion rate
- Effective engagement with accounting team resulting in 20% CP Level
- Improved employee engagement satisfaction rate and Resource retention by 60%
- Received Certificate of Excellence Award Y'2024 from Client and Cognizant leadership.
- I oversee all delivery excellence tasks, including QOS, DHD, DMI, SQS, obligations, PHC, PDA, Mainspring risks, and findings
- As part of my responsibilities, I manage Bluebolt ideas, timesheets,Coordinate on issues,MBR,WSR,BID Vs DID etc.
Application Support Lead
Cognizant Technology Solutions
1 2020 - 9 2022
- Have Coordinated and Worked on Major Project releases like OS Upgrade for both Application and DB servers with End-to-End Testing for the applications.
- Have done BAU Reports and the invoice reports that we share to Business on daily and Monthly Basis.
- Ensured compliance with industry standards and best practices when deploying new applications or making changes to existing ones.
- Collaborated with internal teams to resolve application-related issues quickly and efficiently.
- Troubleshot complex problems with multiple components and identified root cause issues.
- Developed procedures and processes related to the installation, configuration, maintenance, and troubleshooting of applications.
- Have taken multiple initiatives in collecting multiple data points for MBR and Costing data
- Volunteering and Extending Support during the required hours and has been always flexible to shifts.
- Maintained an inventory of software licenses ensuring legal compliance is met at all times.
Support Analyst
Cognizant Technology Solutions
01.2019 - 12.2019
- Have coordinated and worked in Major Project releases (Azure Cloud migration, Development Functionality Changes) from End to End with the complete deployment in lower environment and testing and for the deployment in production and testing before the Application, was handed over to Business
- Developed scripts as per business requirement to run reports on daily basis
- Reduced lot of repeated Incidents via Continual service improvements
- Solved both production and non-production issues as an active participant in analyzing the issue and handling priority calls.
Shift Lead and Incident Manager
Cognizant Technology Solutions
01.2018 - 12.2018
- Incident Manager - Own the priority incidents for services within our contract, engage and co-ordinate with the application teams and Client Incident Management for regular updates and resolution
- Participate in war room calls and TC's
- Send xMatters communications to internal stakeholders about the incident notifications, progress and closure
- Change Management - Analyze the impact to our operations for various changes that are raised in Service Now and approve the corresponding Group Approvals
- Participate in CAB meetings and analyzing risks for various Changes
- SLA Management - Ensure incidents are accepted, resolved by analysts within SLA
- Analyze the breach incidents and educate the analysts whenever there is a SLA breach due to in control reasons
- Trainer - Train the new joiners on business environment, organizational structure, tools and process.
- Business Reports and Internal Reports - Prepare Business and Internal reports and publish to business and internal teams
- Left Shift Activities - Organized and got KT on various left shift activities from application support teams and have transitioned the knowledge to my team.
- Follow up with the application teams on CSI implementation, record the benefits in SNOW before closure.
SQL DBA
Cognizant Technology Solutions
01.2017 - 12.2017
- Perform Housekeeping on Drives for drive space alert incidents and user DB log files and tempdb files space alert incidents
- Monitoring Databases and server, estimating growth of databases and capacity planning
- Resolving backup failure incidents and make sure 2 to 3 days backups are intact as per retention policies in NAS shares
- Deleting old backups carefully, to enhance drive space or NAS space
- Monitoring performance and finding deadlocks & blocking
- Resolving user incidents and queries like (Killing of session, placing Stored procedures and packages in share path's, sudden drop in disk spaces, providing fragmentation of indexes, holding of restore jobs, server performance issues)
- Resolving any cluster failover alerts
- Perform full / differential database backups through jobs on all system and production databases on Daily and Weekly basis
- Hands on experience in Database Backup, Restore, Recovery and Shrink Operations
- Good Knowledge in creation, modification and effectively use of database objects like Tables, Constraint, Sequences, Indexes, Group Functions, and Views.
Batch Monitoring and Production Support
Cognizant Technology Solutions
Chennai
02.2015 - 12.2016
- As part of Global Frontline Support, we work on P3, P4 and P5 incidents and priority (P1, P2) Subtasks
- We work on Manual Service Request's which might require manual monitoring / manipulations requested by various support teams and raise change requests and work upon change tasks assigned to us relating to batch manipulations, blackouts and firefighter access required during change/release activities
- We also work on the incidents which are related to the Client Field Engineer Devices like MAPP Middleware and the applications which are interfaced with SAP,RunMyJobs Scheduler and BMC Patrol Monitoring Tool.
Education
B.Tech (CSE) - Computer Science
Rajiv Gandhi College Of Engineering & Technology
Pondicherry 06.2010 - 05.2014
Skills
MS Dynamics CRM
Linux - Middleware Support
ServiceNow
Incident Management
MS SQL
Change Management
Problem Management
RunMyJobs
SAP
BMC Patrol
Solarwinds
Languages
English
Native or Bilingual
Tamil
Native or Bilingual
Timeline
Offshore Operations Manager
Cognizant Technologies Solutions
10.2022 - Current
Support Analyst
Cognizant Technology Solutions
01.2019 - 12.2019
Shift Lead and Incident Manager
Cognizant Technology Solutions
01.2018 - 12.2018
SQL DBA
Cognizant Technology Solutions
01.2017 - 12.2017
Batch Monitoring and Production Support
Cognizant Technology Solutions
02.2015 - 12.2016
B.Tech (CSE) - Computer Science
Rajiv Gandhi College Of Engineering & Technology
06.2010 - 05.2014
Application Support Lead
Cognizant Technology Solutions
1 2020 - 9 2022