Sai Vikash M
Chennai
Summary
- Offering 11 years of experience in specialized EDA, system troubleshooting, software installation, user profiling and Microsoft products. Including 5+ years of experience in Financial Services.
- Strategic thinker and enabler of practices which enable organizations to fulfill business mandates with the help of strong analytical and problem-solving skills and an ability to make well thought out decisions.
- Experienced in User Profiles, Systematic problem resolution in O365 (Outlook, Excel and Word) and other Bank product Applications.
- Good understanding of core Windows Infrastructure technologies, Solid troubleshooting mindset – i.e. Parsing event logs, Sys-internals tools.
- Exceptional work ethic, routinely use available time to resolve organizational problems, technical, analytical, communication and interpersonal skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Tech Lead
Bank Of New York
Chennai
10.2023 - Current
- Led a team of 15 analysts, ensuring high level of service quality and Customer satisfaction.
- Managed Incidents, Service requests and escalation in alignment with best practices, reduced average ticket resolution time by 5% and improved the SLA adherence.
- Developed and maintained comprehensive knowledge base articles, enabling first line support to resolve incidents faster and improve First Contact Resolution rate.
- Conducted monthly training sessions and performance review for the team and there by improving the KPI metrics for the team.
- Collaborated with the Major Incident and Problem Management team in identifying the root cause of recurring incidents and thereby reducing the incident volume.
- Acted as a primary contact for Critical Incidents ensuring timely and effective resolution while maintaining high level of Customer Satisfaction.
- Assisted with the onboarding and training of new team members sharing the Process and ITIL knowledge for best practices.
Track Lead
HCL technologies
Chennai
04.2020 - 10.2023
- Company Overview: World bank group
- Manage daily operations, dashboard maintenance, queue management and tracking daily to MTD SLA stats
- Prepare monthly schedule for the team and other key personnel’s
- Handling escalation cases and follow up until resolution
- Send daily to monthly report to management with the status of each escalation
- Screening new resources suitable for the project and take care of their onboarding and training
- Identification of known errors, workarounds, within applications and Infrastructure and work with SME’s to develop plans or changes into the environment to implement permanent fixes
- Reviewing all 'on-hold' problems and known errors
- Creation of Problem Tickets for all the Repetitive Incidents
- Actively participate in CAB meetings, assess and discuss possible impacts of upcoming change management activity
- Manage weekly meeting with NOC/Product Team/Service Desk to discuss planned change management activities for the week, update on existing problem tickets
- Creating and updating SOPs, work instructions, checklists and various other documents under Process Management, Problem Management
- Keep the Senior Management updated by providing periodic reports and presentations
- Leading the correct process and procedure usage by Service Desk and other product teams, identifying and addressing gaps, suggesting corrective actions, follow up and measuring improvements
- World bank group
Process Specialist
Cognizant technologies
Chennai
03.2015 - 04.2020
- Company Overview: woolworths pvt ltd
- Worked in Retail Domain supporting Woolworths Retails Organizations in Australia and New Zealand IT Software and Network related issues
- Performing work on Windows 7 and Windows Server 2008 R2 operating systems, including developing and scripting on those platforms
- Using Service NOW for remedy management system
- Working at Client location (Australia) for more than 1 year as service delivery lead and transitioned major legislation projects to Offshore Desk
- Reporting of Major Incident / Outage to the Business operation and Liaising with multiple team for speedy restoration of the service
- Researching and resolving issues regarding integrity of data flow into databases
- Identifying and documenting detailed business rules and use cases based on requirements analysis
- Procuring Certification in Lean Six Sigma for Optimizing Knowledge Base and reducing AHT for project
- Leading a team of 15 members at Client Location (Australia), wherein managed all Critical alarms that get triggered in the Woolworths stores
- Identified and documented project constraints, assumptions, business impacts, risks and scope exclusions and business workflows for stakeholder review
- Woolworths pvt ltd
Customer Support Officer
Allsec technologies
Chennai
02.2014 - 02.2015
- Company Overview: Monument bank
- Worked for UK banking organization, Monument Bank while ensuring all alerts and smooth functioning of Tsys application
- Provide effective resolution to customer queries and improved relationships with the clients thereby ensuring a positive customer experience with strong domain knowledge
- Monument bank
Education
Bachelor of engineering -
sri venkatesware college of engineering
01.2013
Higher Secondary Education -
Kumara Rani Meena Muthaiah Matriculation
04-2009
Skills
- Data Analysis
- Office 365 Admin
- Incident Management
- Problem Management
- Change Management
- Strategy & Innovation
- Reporting & Documentation
- Stakeholder Management
- Windows OS
- MAC OS
Certification
- ITIL V3, 08/17
- Lean Six Sigma, 11/17
- FACET – Cognizant Trainers Certification, 09/16
- Microsoft Office Specialist Associate, 02/21
- Data Science (Python, SQL, R, Tableau), 12/21
Timeline
Tech Lead
Bank Of New York
10.2023 - Current
Track Lead
HCL technologies
04.2020 - 10.2023
Process Specialist
Cognizant technologies
03.2015 - 04.2020
Customer Support Officer
Allsec technologies
02.2014 - 02.2015
Bachelor of engineering -
sri venkatesware college of engineering
Higher Secondary Education -
Kumara Rani Meena Muthaiah Matriculation
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