Shriram Sugumaran

Domain: Insurance

Client: Star Health and Allied Insurance

Project Name: SHAI

Team Size: 6

Role: Team Lead/ Incident Manager

Critical Path Activities:

• Managed relationships with clients/ Stake holders via telephone, written correspondence, or electronic service to handle escalated issues identified in products. These problems were not only be technically complex but will be politically charged or functionally critical situations involving business impacts, requiring the highest level of customer skill enabling customers to have a seamless experience by providing a supported, secure, and robust platform.
• Designed tailored engineering solutions for customers based upon key requirements.
• Documented faults and bugs for referral to development staff for use in updates.
• Traveled with support engineers on customer site visits to respond to specific technical questions.
• Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
• Initaited a proactive approch of retrospecting the issues along with the POD leads, Stakeholders and redudced the error ratio by 30%.

Domain: Banking and Finance Sector

Client: Victory Capital Management (USA) / USSA Bank

Project Name: Victory Capital

Team Size: 12

Role: Incident Manager

Critical Path Activities:

• First Point of contact for all Major Incidents.
• Analyze the Impact and reproducibility of an Incident and prioritizing it.
• Investigate and diagnose Incidents to restore affected IT Service at the earliest.
• Communicate Major Incident to clients and share updates via notifications as per agreed SLA.
• Opening the Bridge, engaging required resources and driving the call to restore affected services.
• Indulging the teams to be vigilant in monitoring activities after few hours of service restoration to affirm that the fix is permanent.

Regular Activities:

• Identify, Initiate, Schedule and Conduct incident reviews.
• Continuous monitoring of activities within process to ensure that Service Level Agreements and Operational Level Agreements are met.
• 100% track record of resolution and response SLA's.
• Creating Incident report and Drafting RCA for Major Incidents once they are resolved. Providing weekly and Monthly status reports of all Major Incidents to Client.

Meetings/Calls Facilitated:

• Weekly Retrospective calls to analyze incident trends.
• Weekly CAB meeting to assess, prioritize, authorize, and schedule changes as part of the change control process.

Domain: Banking and Finance Sector

Client: Victory Capital Management (USA) / USSA Bank

Project Name: Victory Capital

Team Size: 12

Role: Shift Lead

• Managing12 Member team and their Daily Activities/ Deliverables.
• Creating tickets (Jira, Service now) for Issues reported via Email, Phone and Chat.
• Triaging, checking AWS logs, Query on AWS console Database and replicating issues in non-production environment as first part of analysis.
• Create SOP, Runbook for new alerts and Incidents received to handle them better.
• Sharing knowledge and providing feedback to team members.
• Participating on CAB meetings and other Functionality Team meetings.

Domain: Insurance

Client: CHUBB Insurance (USA)

Project Name: Work View Production Support

Role: Shift Lead

• Managing 6 members team and their Daily Activities/ Deliverables
• Work load management including scoping, estimation, level of effort, prioritization of work.
• Utilize enterprise monitoring solutions using APP dynamics to identify alarms that have been triggered against production environment.
• Conducts follow-up monitoring studies using Control M & CA Workload Automation, validate adherence to remediation plans where deficiencies were identified to promote ongoing process.
• Works collaboratively with key stakeholders to develop, implement and monitor solutions to deficiencies identified through monitoring.
• Identifying and resolving technical issue by coordinating with other teams during P1 issues.
• Maintaining and updating SOP and runbook.
• Delivering regular and customized training to teams.

Domain: Insurance

Client: CHUBB Insurance (USA)

Project Name: Work View Production Support

Role: Team Member

• Providing Technical Application Support for web application
• Direct interaction with end users via e-mail/voice/chat support.
• Remote Desktop support to end users fixing default settings issues for Application
• Provide hardware / software / network problem diagnosis resolution via email/chat/ telephone/web, Monitoring & Management of various IT Infrastructure components for customers and users.
• Use Incident Management System to document information and manage problems and work requests and their respective resolutions and circumvention’s.
• Escalate complex problem to appropriate support specialists