Ramakrishnan Ananthanarayanan

Project 4: Google Zelus (Dec 25, 2021 – Present)

· Engineering Lead: Streamlined team operations through effective case validation and daily reporting, ensuring adherence to service level agreements (SLAs) and minimizing resolution times. Represented the team during weekly and monthly business reviews with clients. Also served as the Hiring Manager, reviewing and assessing over 60 profiles to identify the most suitable candidates for the team. Currently overseeing a team of 25 members managing end to end.

· Google Cloud SME: Implemented expert-level support to Google Cloud customers, resolving critical issues and mentoring team members on complex technical challenges, resulting in a 15% improvement in customer satisfaction scores.

· Cloud Security Specialist: Managed and resolved security-related incidents involving Cloud IAM, VPC-Service Controls, and OAuth, mitigating potential vulnerabilities and ensuring compliance with security policies.

· Client Engagement Lead: Led Google Video calls with clients to diagnose and resolve technical issues, fostering strong relationships and delivering timely solutions.

· Reporting & Analytics: Designed and implemented interactive dashboards for real-time monitoring of key performance indicators (KPIs), enabling proactive identification of potential issues and optimization of resource allocation. This enabled us to monitor any executive level escalations, customers flagging for quick assistance and action on swiftly to analyse the issue and rectify the same to avoid any potential impact.

Project 3: Lincoln Financial Group – Tools Admin

· Nagios Administrator: Administered Nagios monitoring tool, configuring and optimizing alerts to minimize false positives and improve incident detection accuracy.

· Dashboard Development: Developed custom dashboards in Nagios and Splunk to provide a comprehensive view of critical applications and services, enabling proactive monitoring and reducing downtime.

• · Event Management: Spearheaded event management initiatives, analysing alerts and incidents to identify root causes and implement preventative measures, reducing recurring incidents by 20%.

Project 2: Liberty Mutual Insurance – Deployment Operations

· Deployment Specialist: Executed complex deployments of WebSphere applications using a variety of tools, including Jenkins, BladeLogic, XLD, and XLR, ensuring seamless transitions and minimal disruption to services.

· Offshore Team Lead: Managed an offshore team of 15 engineers, providing guidance, mentoring, and ensuring adherence to project timelines and quality standards.

· Automation Initiative: Developed and implemented automation solutions for batch deployments, reducing manual effort by 30% and minimizing the risk of human error.

Project 1: Avaya GOC (Global Operations Centre)

· Incident Management: Resolved alarms and tickets, coordinating with customers and resolver groups to ensure timely resolution of critical incidents.

· Training & Knowledge Management: Developed and delivered training programs to new team members, creating comprehensive knowledge base articles to improve efficiency and consistency in ticket resolution.

· Quality Assurance: Conducted quality checks on tickets and calls, providing constructive feedback to improve performance and customer satisfaction.