Rajarshi Routh
Pune
Summary
Personable and dedicated technical support lead with extensive experience in the IT services industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic, and results-oriented, with a demonstrated passion for building relationships and cultivating partnerships. Your go-to person.
Overview
12
12
years of professional experience
Work History
SENIOR SUPPORT SPECIALIST
NielsenIQ
03.2023 - Current
- Part of the CIAM Team under the broader Identity & Access Management (IAM) function, within the Cybersecurity department, supporting enterprise-grade identity solutions i.e. OKTA
- POC for all OKTA CIAM tickets i.e. login issues, identity mismatch issues, non-prod user management, usage reporting
- A Service Desk Lead, managing a team of 5 analysts handling 120+ tickets/week.
- Working on multiple Single Sign-On (SSO) and Federation Extension projects, collaborating with IT/IAM managers of global brands.
- Simplified the Sign – In policy - Successfully implemented a self-service password reset policy which reduced account reset tickets by 75%.
- Reviewing privileged accounts and providing admin roles to internal users.
- Conducting cleanup of service accounts in both UAT and production environments to ensure security compliance and operational efficiency.
- Working on multiple OKTA integration projects. Collaborating with multiple App Dev Teams across NielsenIQ.
- Currently leading a migration project that combines different company accounts into a single main account
- Using ServiceNow & JIRA Service Desk to create change requests and work on incidents, service requests and user stories respectively.
- Contributing to quarterly PI Planning, collaborating with teams to set goals, allocating resources, and establish timelines.
PROCESS SPECIALIST + TEAM LEADER
Cognizant
06.2018 - 03.2023
- A team leader of an L1 support team that supported the regulatory reporting applications of the bank (i.e., GFRS and PeopleSoft Financial). We supported several regulatory reporting teams worldwide.
- Responsible for providing production support and running day-to-day BAU activities.
- Support regulatory reports like COREP, SHS, FINREP, LCR/NSFR, ANACREDIT, SIFI, LDR, etc.
- Ensuring the proper functioning of the application and corresponding environments.
- Served as the critical point of contact for project escalations, ensuring a swift response and implementing preventive measures to reduce future occurrences.
- Performing post-deployment activities during weekly and month-end releases in production, UAT, and DEV environments.
- Collaborating with IT Application Support to solve P1 incidents.
- Facilitated timely transfer of accounting data from GFRS to PeopleSoft during critical reporting windows (WD+5 to WD+11), ensuring data integrity for regulatory submissions.
- Managed intercompany transaction eliminations and bank postings in financial systems, ensuring accurate consolidation and compliance with IFRS standards.
- Conducting knowledge transfer sessions within the team.
- Onboarding new BAU activities into the team.
- Managing the IAM portal of the application. Approving users' access request. POC for access-related queries. Onboarded 3,000+ users.
- Collaborating with data access owners and the security team to set up user accounts.
- Promoted to Process Specialist in October 2020.
- Promoted to Team Leader in July 2022.
SENIOR PROCESS EXECUTIVE
Cognizant
Pune
08.2017 - 05.2018
- KYC Analyst in a MiFID II Client Classification Project of a U.S. Custodian Bank.
- Worked on GoldTier software to classify customers into Retail, Professional, and Eligible Counterparties (ECP) based on guidelines set by the client and MiFID II regulation.
- Used articulate skills to verify documents and make decisions on client classification.
- Performed secondary research. Independently researched, analyzed, and recommended solutions to close open cases.
- Verified various KYC documents.
- Verified external regulatory and registry websites for legal active status.
- Used strong problem-solving and teamwork skills to resolve complex, high-priority cases.
- Maintained a high standard of accuracy.
- Decent knowledge of different entity types and ownership structures.
- Decent knowledge of MiFID II regulation.
PROCESS EXECUTIVE + SENIOR PROCESS EXECUTIVE
Cognizant
Pune
05.2013 - 07.2017
- Techno-functional support executive for Oracle Hyperion Financial Management (HFM) and PeopleSoft applications of a U.S. custodian bank.
- Posted journal entries into PeopleSoft.
- Fixed erroneous and approved journal entries.
- Performed month-end consolidation on HFM for critical month-end reports.
- Provided access to users on the HFM.
- Used JIRA and Lotus Notes ticketing tools to address user queries.
- Promoted to Senior Process Executive in May 2015.
Education
MBA - Finance
ICFAI University Dehradun
Dehradun, India07.2013
PGPM - Finance
IBS Kolkata
Kolkata, India07.2013
BACHELORS IN BUSINESS ADMINISTRATION - Computer Aided Management
GGSIPU
Delhi, India05.2010
Skills
- Incident management
- JIRA Service Management
- ServiceNow
- SQL
- L1–L3 technical support
- Service desk management
- Application support
- Jenkins
- OKTA admin
- Service desk management
- Single Sign-On
- Problem solving
- SLA management
- Customer support
- Escalation management
Languages
Bengali, Hindi, English
Personal Information
- Date of Birth: 09/21/87
- Gender: Male
Accomplishments
- Best Team Award for Q4 2017
- Wow Award, Oct 2015
- Unicorn Award, Oct 2015
Timeline
SENIOR SUPPORT SPECIALIST
NielsenIQ
03.2023 - Current
PROCESS SPECIALIST + TEAM LEADER
Cognizant
06.2018 - 03.2023
SENIOR PROCESS EXECUTIVE
Cognizant
08.2017 - 05.2018
PROCESS EXECUTIVE + SENIOR PROCESS EXECUTIVE
Cognizant
05.2013 - 07.2017
MBA - Finance
ICFAI University Dehradun
PGPM - Finance
IBS Kolkata
BACHELORS IN BUSINESS ADMINISTRATION - Computer Aided Management
GGSIPU