Raja Keerthana Sundararajan

Project summary:

To develop, enhance, and manage the platform infrastructure that is used by many active users to create thousands of tickets each day.

Responsibilities:

• Admin operations and Customizations using UI policies, data policies, UI actions, client scripts, business rules, Metric definitions, scheduled jobs and script include
• Creating events and automate notifications, script actions
• Involved in importing/integrating data through LDAP and spreadsheets
• Build Catalog items and workflows
• Worked up on catalogue client scripts, variable sets, order guides, and record producers
• Dashboard, filter, and widgets – Build dashboard with interactive filters, native reports comprising data sets and drilldowns
• Modify OOB, and create new PA widgets for the benefit of senior management and team members.
• Worked closely with other team members in troubleshooting and debugging.

Primary reporting liaison for Operations. Develop meaningful key metrics that fulfill business needs and requirements by generating, updating, and improving project strategies and methodologies

Responsibilities:

• Timely submission of metrics report - Time sheet and noncompliance, Incident and effort analysis, resource Billing and capacity planning, SLA report
• Administer share point to maintain up to date documents on KT, technology, Portfolio, application, and training and ensure proper utilization
• BCMS and other process related training to the team
• Worked in setting up reporting strategies and administration activities when migrating to Service Now from remedy
• Worked with serviceNow consultants to setup our instance from a reporting perspective like defining SLAs, adding CI's, users and groups, Configuring forms and lists, Metric definitions.

Project : Digitize GBS

As per ITIL framework, Manage lifecycle of changes and problems. Enable beneficial changes to be made with minimal disruption to the business. Eliminate root cause of an incident by understanding the underlying cause.

Responsibilities:

• Chair CAB/ECAB
• Analyze and approve changes by assessing its risk, agenda, schedules
• Review, log every action and progress made
• Determine the need of problem creation and prioritize
• Examine all remedial actions taken to minimize the reoccurrence of incidents
• Produce coherent visualization by gathering current and historical data for monthly reviews to aid in continual service improvement.

Project : GM OnStar ITCR

• OnStar provides navigation and remote assistance in GM vehicles
• Incident Tracking Control Room (ITCR) is an information source and primary communication hub for the entire OnStar Sustain teams which involves various vendors dedicated to deliver world class service for customers.

Responsibilities:

• Monitoring queues, coordinating, and managing IT incidents by paging respective application teams
• Status and health check of every application and timely reporting