Summary
Overview
Work History
Skills
Languages knowna
Timeline
Generic

Sailaja Jeevanandam

Chennai

Summary

Organized professional specializing in IT infrastructure and service management. Demonstrated expertise in incident management, change management, and service request management, with a strong focus on SLA and KPI metrics. Proven track record of ensuring timely delivery of IT services and implementing cost-saving measures through effective coordination with cross-functional teams.

Overview

11
11
years of professional experience

Work History

Service Integration Operations Lead

Cognizant technology solutions
Chennai
08.2021 - Current
  • Adhered to IT service management processes, encompassing incident, change, and problem management.
  • Collaborated with vendors to ensure seamless integration of services into IT workflows.
  • Guided teams on best practices for ticket management and SLA/KPI metrics in IT service management.
  • Generated detailed monthly reports and presentations on customer service activities for management review.
  • Developed innovative approaches to enhance client service management through teamwork.
  • Assisted in implementing risk management strategies to mitigate potential liabilities from defective services.

Major Incident Manager

Tata Consultancy Services
Chennai
12.2020 - 08.2021
  • Led all investigation activities during bridge calls, collaborating with teams to identify root causes of major incidents.
  • Documented major incidents, including timelines, key participants, and root cause analyses.
  • Conducted post-mortem analyses on major incidents to recommend corrective actions for improvement.
  • Developed processes for managing Major Incidents, ensuring stakeholder communication throughout.
  • Served as escalation point for unresolved major incidents requiring additional attention.
  • Identified improvement opportunities within Incident Management and collaborated with teams for implementation.
  • Prepared comprehensive reports on major incidents and presented findings to senior management regularly.
  • Maintained composure during high-priority incidents to facilitate effective resolution.

Associate Consultant

Virtusa Consulting Services
Chennai
06.2018 - 08.2020
  • Led global infrastructure server automation tools support operations.
  • Managed user accounts in Remedy and Active Directory.
  • Established server monitoring through FDC internal tools.
  • Assisted in change requests with pre- and post-validation for Windows and Linux servers.
  • Ensured daily and monthly SLA compliance.
  • Represented client communications, handling escalations effectively.
  • Submitted detailed daily, weekly, and monthly reports to clients.

Analyst

HCL technologies
Chennai
03.2016 - 03.2018
  • Configured and maintained identity access management tools, including Active Directory and LDAP.
  • Managed user account access by assigning credentials, distributing permissions, and terminating inactive users.
  • Implemented single sign-on authentication mechanisms to enhance security and user experience.
  • Created accounts, reset passwords, and configured server and file management access for users.
  • Prepared detailed reports for upper management utilizing MS Excel, PowerPoint, and Access.
  • Oversaw user profiles within identity management systems such as Active Directory and LDAP.

Analyst

HCL technologies
Chennai
08.2014 - 03.2018
  • Monitored server alerts to ensure prompt response to customer technical issues.
  • Managed critical situation alerts, providing timely interventions as needed.
  • Applied scripts on development servers to address issues and restart systems when necessary.
  • Participated in bridge calls, implementing required actions to resolve incidents.
  • Ensured adherence to processes by updating trackers and consolidating reports.
  • Monitored emails for urgent service requests and coordinated shift handovers effectively.
  • Conducted daily shift huddles to discuss ongoing issues and updates with the team.

Skills

  • Incident and problem management
  • Change and risk management
  • Service integration and ticketing
  • SLA compliance and vendor collaboration
  • Team leadership and stakeholder communication
  • Critical incident stress management

Languages knowna

Tamil
First Language
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1

Timeline

Service Integration Operations Lead

Cognizant technology solutions
08.2021 - Current

Major Incident Manager

Tata Consultancy Services
12.2020 - 08.2021

Associate Consultant

Virtusa Consulting Services
06.2018 - 08.2020

Analyst

HCL technologies
03.2016 - 03.2018

Analyst

HCL technologies
08.2014 - 03.2018

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Sailaja Jeevanandam