Soundarya Musale
Hubli, Karnataka
Summary
Senior Software Engineer with 5 years of experience specializing in Support and Infrastructure Service Management. Proficient in managing end-to-end technical operations, resolving complex issues, and optimizing system performance. Adept at implementing scalable solutions, automating workflows, and ensuring high availability of critical infrastructure. Skilled in stakeholder communication, team collaboration, and driving process improvements to align IT services with business objectives. Committed to delivering exceptional service quality and fostering seamless technology experiences in dynamic, fast-paced environments.
Overview
5
5
years of professional experience
Work History
Senior Software Engineer
Cognizant Technology Solutions
Bangalore
11.2019 - 12.2024
- Oversaw end-to-end delivery of IT infrastructure services, ensuring compliance with SLAs, OLAs, and quality standards.
- Infrastructure Operations: Managed day-to-day operations, including server, network, storage, and cloud services, ensuring 99.9% uptime and performance.
- Incident and Problem Management: Coordinated resolution of critical incidents to minimize downtime, conducted root cause analysis, and implemented permanent solutions.
- Change and Release Management: Supervised infrastructure changes, ensuring minimal disruption during deployments and upgrades.
- Capacity and Performance Planning.
- Monitoring and Reporting: Deployed and monitored tools for infrastructure health, generating periodic reports on service performance and improvement metrics.
- Responsible for the installation, configuration, and maintenance of SAP systems,
- including software upgrades, system backups, and performance tuning.
- Responsible for managing user access to SAP., Veeva Vault, Trackwise, SIMCA applications including setting up.
- maintaining user accounts, assigning roles and authorizations, and monitoring use activity.
- Works closely with other internal teams, such as the IT, operations, and finance teams,
- to ensure that SAP systems meet the needs of the organization.
- Performed “CATCH & DISPATCHING” activity as a DISPATCHER role in incident Management.
- Worked with SAP Security, SAP ABAP, Basis, in ADM-ISMO (Application Development & Maintenance)department as a Business Unit (BU).
- Followed entire SOP’s, SLA unique and proceeded with document verification.
- Act as problem management supporter.
- Maintaining Database records for accessing required information.
- Escalation: When problems can not be solved at the first level,escalating them to higher level technical teams.
- Coordinated with other departments to resolve customer complaints quickly and efficiently.
- Ensured that all documentation related to service management issues was accurate and up-to-date at all times.
Education
Bachelor of Science - Computer Science
P C Jabin Science College
Karnataka06-2019
Skills
- Technical support escalations
- Servicenow
- Problem management
- Incident management
- Service level management
- Release management
- End user support
- ITIL , ITSM
- IT service management
- Configuration management
- SAP security administration
- Access control systems
- User access management
- Basic level skill possessing SQL, HTML & Python
Languages
Hindi
Proficient
C2
English
Proficient
C2
Kannada
Proficient
C2
Marathi
Proficient
C2
Timeline
Senior Software Engineer
Cognizant Technology Solutions
11.2019 - 12.2024
Bachelor of Science - Computer Science
P C Jabin Science College