Summary
Overview
Work History
Education
Skills
Certification
Software
Timeline
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Sivarajan Anbalaghan

Service Delivery Manager

Summary

  • 16+ years of total IT experience and 4+ years in managing Application Support and Maintenance.
  • Associated with Cognizant for 14+ years, including 3 years of Onshore experience (Middle East - UAE & Oman) with Primary owner role for service delivery.
  • Good knowledge on ITIL framework and CSI (Continuous Service Improvement) with respect to process improvements.
  • Capable of handling multiple roles at the same time and delivering results with quality.
  • Good at Oracle SQL and PLSQL, Postgres, Powerbuilder, Azure Fundamentals and basics on Outsystems (Low-code No-code platform).
  • Experience in application transition from one of Third-party vendor teams.
  • Involved Assessments of Ticket Elimination and Automation as part for Debt reduction.
  • Responsible BCM(Business Continuity Management), Risk Management, KM (Knowledge Management),
  • Effectively participated in RFP (Request For Proposal) discussions.
  • Maintained Cost/Schedule/Size to meet key milestones at every project phase.

Overview

14
14
years of professional experience
2
2
Certifications

Work History

Service Delivery Manager

Cognizant Technology Solutions
03.2023 - Current
  • Leading Service delivery for ALMP program for18X7-hour service desk (L1/L2) support.
  • Coordinated with multiple stakeholders (Coordination with multiple stakeholders of the platform (Infra, DBA, Middleware, Network, Project team etc.) to ensure seamless service delivery across all touchpoints.
  • Supporting 8+ countries (UAE, Oman, Bah, KSA, Kuwait, Qatar, Egypt, Jordan) in MENA region.
  • Reduced turnaround time with effective resource allocation and task prioritization.
  • Identify the recurring incidents and eliminate them on priority.
  • Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
  • Identify & Highlight the potential risks in advance and plan to mitigate the same.

Project Manager

Cognizant Technologies Solutions
07.2019 - 02.2023
  • End to end Delivery management (Development & Maintenance) for multiple applications with team of 20 members for Middle East Insurance customer.
  • Functional SME role for multiple insurance applications across various line of businesses like Motor and P&C Insurance.
  • Responsible for regular (Weekly/Monthly) status communication to all stakeholders of all the applications.
  • Played Transition manager role and completed the knowledge transfer (for 4-5 applications) from external vendor successfully.
  • Project health and revenue reporting to leadership team.
  • Highlight potential risks/challenges in advance with mitigation plan.
  • SOW (Statement of work) and Contract amendment/renewal related activities.
  • Revenue forecast and Monthly budget submission.
  • People management (Onboarding, Knowledge transition, Time sheet management, Performance review etc).

Developer & Senior Associate

Cognizant Technologies Solutions
10.2009 - 06.2019
  • Led Application Development and Maintenance for product that covers end-to-end insurance modules like Quote, Underwriting, Claims, Reinsurance, Finance etc.
  • Led Dev teams in all part of SDLC phases (Requirement gathering, Estimation, Design, Dev, QA support, GoLive & Maintenance).
  • Worked closely with Support team members in such tasks as troubleshooting and debugging.
  • Coordinated weekly meetings for internal and external groups.
  • Increased customer satisfaction by resolving all types of production issues within agreed SLA and got appreciations from customer.

Education

Bachelor of Engineering - Electronics And Communications Engineering

Adhiparasakthi Engg. College, Anna University
04.2001 -

Skills

    Production support (Service Delivery)

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Certification

Certified Scrum Master (CSM)

Software

Oracle SQL & PLSQL

Postgres SQL

Powerbuilder

Azure fundamentals

Timeline

Service Delivery Manager

Cognizant Technology Solutions
03.2023 - Current

Project Manager

Cognizant Technologies Solutions
07.2019 - 02.2023

Developer & Senior Associate

Cognizant Technologies Solutions
10.2009 - 06.2019

Bachelor of Engineering - Electronics And Communications Engineering

Adhiparasakthi Engg. College, Anna University
04.2001 -

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Sivarajan AnbalaghanService Delivery Manager