Oracle SQL & PLSQL
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)
Application Maintenance
Scrum Master
Project Management
Agile & Waterfall Delivery
Insurance Domain (P&C)
Certification
Certified Scrum Master (CSM)
Software
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 -