Raghavendra Kotkur
Velgode
Summary
Accomplished Senior Technical Product Specialist at Cognizant with expertise in Acronis backup and restoration, delivering exceptional L2 support for pharmaceutical applications. Proven track record in enhancing system uptime and data integrity while fostering collaboration with cross-functional teams. Adept at user management and documentation, ensuring compliance with GxP regulations.
Overview
8
8
years of professional experience
Work History
Senior Technical Product Specialist
Cognizant
09.2024 - Current
- Delivered L2 global support for pharmaceutical lab applications, ensuring system uptime and data integrity across regions.
- Managed application servers through health checks, backup scheduling, and restoration workflows.
- Monitored performance and conducted root cause analysis on outages, collaborating with infrastructure teams for resolution.
- Ensured compliance with GxP regulations via validated backup procedures and secure data handling practices.
- Liaised with OEMs and vendors for timely patches, upgrades, and system enhancements.
- Documented standard operating procedures and trained support teams to uphold operational excellence.
- Collaborated with cross-functional teams to gather product requirements and specifications.
- Provided technical support to clients, addressing product inquiries and troubleshooting issues.
- Conducted product demonstrations to showcase capabilities and enhance user understanding.
- Managed software updates and ensured system compatibility with existing client setups.
- Facilitated communication between engineering teams and customers regarding technical concerns.
- Implemented new products into existing systems, ensuring compatibility and reliability of performance.
Senior System Administrator / Application Support Engineer
WIPRO Limited
08.2017 - 08.2024
- Part of the Lab IT team managing a site of our Client Novartis and Sandoz, which is 500+ users.
- Deliver L2 global support for pharmaceutical lab applications, ensuring system uptime and data integrity across regions.
- Manage application servers, including health checks, backup scheduling, and restoration workflows.
- Monitor performance and conduct RCA on outages and recurring incidents; collaborate with infrastructure teams for resolution.
- Ensure compliance with GxP regulations through validated backup procedures and secure data handling.
- Liaise with OEMs and vendors for patches, upgrades, and system improvements.
- Document SOPs and train support teams to maintain operational excellence.
- Providing excellent support to Lab Instruments, Lab applications and server issues and achieving zero escalation.
- User management in standalone applications like LabX v11, Flow Lab solutions-UV, Tiamo2.5-KF and Auto Titrator, Spectrum ES-FTIR, and Master Sizer 2000, etc.
- User Management and Instrument and Server Configuration in Mettler Toledo LABX V11.
- Configuring Acronis Backup Agent for Standalone Instrument Systems.
- Periodic verification of Privileges for all Applications.
- Installing and configuring of Chromeleon application for chromatographic and non-chromatographic applications in non-chromatographic and providing L1 support.
- Respond to incident tickets and provide updates promptly.
- Adhere to SLA response and resolution times and ensure cases are regularly updated.
- Staging PCs to connect to the chromatographic & non-chromatographic instruments.
- Performing the qualification related to IT tasks as per the SOPs.
- Tracking and monitoring user requests through the ticketing tool.
- Create/change/remove/modify the user access on the LAB systems/applications.
- Coordination with other global support teams and vendors for rollouts/installations, troubleshooting, etc.
- Alignment within the SDC network on global DI and compliance concepts.
- Review plans and documents of global and SDC INHY projects and application documents as required.
- Follow up on local Computerized Systems related (incl. 21 CFR part 11) remediation programs.
- Lead and/or support Computerized Systems topic-related work streams.
- Optimize application configuration in support of the labs on-site.
Education
MBA - Finance
Vikrama Simhapuri University
Nellore01.2015
B.COM - Computers
Rayalaseema University
Nandyal01.2013
Skills
- Acronis backup and restoration
- Active directory administration
- Windows server maintenance
- Antivirus installation and configuration
- User and group management
- Networking and troubleshooting
- End-user support
- Documentation and ticket management
- Cloud services administration
- Scripting tools proficiency
- Lab applications expertise
- Microsoft Windows troubleshooting
- Network printer maintenance
- Organizational unit management
- Vendor coordination and collaboration
Technical Skills
Acronis Backup and Restoration, Active Directory administration, Windows OS and server maintenance (2008, 2012, 2016), Corporate antivirus setup, User & Group management, Networking: LAN, VPN, printers, routers, Troubleshooting: OS, connectivity, antivirus, End-user computing support, Documentation of daily activities and SOP-based qualifications, Ticket management and global coordination, Windows XP, Windows 7, Windows Vista, Windows 10, Windows 11, MacOS, Windows, Exchange, AWS DevOps, Active Directory, ServiceNow, Jira, PowerShell, Batch, Printers, Scanners, VPN, Routers, Lab Applications and Empower Systems
Languages
- Telugu
- Hindi
- English
Disclaimer
I hereby declare that the above-written particulars are true to the best of my knowledge and belief.
Current Job Responsibilities
- L2 global support for lab applications ensuring data integrity and system uptime
- Server health checks, backup scheduling, restoration workflows
- RCA analysis and incident resolution with infrastructure teams
- Compliance with GxP regulations, validated backup procedures
- Vendor coordination for system improvements and updates
- SOP documentation and training for operational excellence
- Lab instruments and application support with zero escalations
- User management across multiple lab applications and instruments
- Configuration and backup management for standalone systems
- Chromeleon application installation and support
- Incident management via ticketing tools, SLA adherence
- Staging PCs for instrument connectivity
- Performing IT qualifications as per SOPs
- Coordination with global support teams
- Application configuration optimization and technical investigations
- Implementation and support for applications like LabX V11, Agilab FLOW, Empower, SharePoint, and NSoFT
- LabX V11 Application responsibilities include user training, documentation, server management, validation, and data integrity
- Periodic reviews: User & Data Management, Audit Trails, Backup Verifications
Personal Information
- Father's Name: K. Ramudu
- Date of Birth: 07/09/93
- Gender: Male
- Marital Status: Married
Timeline
Senior Technical Product Specialist
Cognizant
09.2024 - Current
Senior System Administrator / Application Support Engineer
WIPRO Limited
08.2017 - 08.2024
MBA - Finance
Vikrama Simhapuri University
B.COM - Computers
Rayalaseema University
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