SRINATH S
Coimbatore
Summary
Experienced IT professional with 9 years of progression from Customer Support to RPA Developer, culminating in a leadership role within Accenture's Technical Application Management Team. Proven expertise in RPA development, system administration, and technical support, with a strong emphasis on problem-solving, team management, and process optimization. Demonstrated ability in driving team performance, enhancing application security, and fostering continuous learning, aiming to leverage these skills to contribute to further technological advancements and operational efficiency.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Tier 3 Application Management and Support Lead
Accenture
Coimbatore
01.2021 - Current
- Manage a team providing Tier 3 Technical Support for applications across different platforms, including enterprise applications.
- Lead the team in effectively handling P1 and P2 incidents during bridge calls, ensuring timely resolution and minimal impact on operations.
- Conduct training sessions to upskill team members and enhance their technical proficiency.
- Facilitate smooth transitions of support responsibilities within the team to maintain operational efficiency.
- Handle client and vendor support calls, ensuring excellent customer service and issue resolution
- Share performance insights and metrics with leadership to drive continuous improvement and strategic decision-making.
- Collaborate with the Development Team to address security remediations and vulnerabilities in applications.
- Engage in performance optimization initiatives to enhance the overall efficiency of supported applications.
- Work closely with onshore leads to align on daily deliverables and objectives.
- Possess expertise in application monitoring techniques to proactively identify and resolve issues
- Implement Synthetic Monitoring for browser-based applications using tools such as Datadog and Splunk to ensure optimal performance.
- Drive team performance by setting clear goals and expectations for support activities
- Collaborate with cross-functional teams to address complex technical challenges and enhance application reliability
- Develop and maintain documentation related to application support processes and procedures
- Participate in incident response and problem management processes to drive root cause analysis and prevent recurrence of issues
- Foster a culture of continuous learning and improvement within the support team
- Stay updated on industry best practices and emerging technologies to drive innovation in application support
- Proactively identify areas for automation and process improvement to streamline support operations
- Coordinate with stakeholders to prioritize and address critical issues impacting application performance.
- Drive initiatives to enhance application resilience and disaster recovery capabilities.
- Conduct regular performance reviews with team members to provide feedback and support their professional development.
- Lead initiatives to enhance service levels and customer satisfaction through effective incident management.
- Collaborate with vendors and external partners to leverage expertise and resources for complex issue resolution.
- Act as a key point of contact for escalated technical issues, providing guidance and expertise to resolve critical incidents.
- Demonstrate strong leadership skills in motivating and mentoring team members to achieve team goals and deliver outstanding support services.
- Maintained a high degree of confidentiality when dealing with sensitive information.
- Recognized by management for providing exceptional customer service.
- Achieved cost-savings by developing functional solutions to problems.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
Application Support and RPA SME
Accenture
Bengaluru
06.2019 - 01.2021
- Responsible for working on process requirement, bot development in stage 3, CR fixes and Bug fixes
- Participate in requirements gathering sessions with application developers and operation team for automation design and completion
- Involve in API implementation for the automations deployed to integrate with ROC (Robotic Operation Center)
- Providing support for test cases and involved in UAT implementation for automations
- Completing Database setup for automation to store and use the functionality as required in the process flow
- Writing SP in SQL to accomplish the tasks related to database which will be used in the business cases for RPA
- Coordinate with the Excellence team and operation team bi-weekly to discuss the open issues and bot improvement plans
- Coordinate with the application developer and operation team for automation design
- Experience with capacity planning, license management, bot performance monitoring and tool comparisons
- Planning, scheduling and scoping of regular enhancement activity
- Gathering and updating project materials, license forecasting, project documentation, business flows, and lessons learned documents
- Works with project leads/client POC to facilitate project team meetings, manages agendas and
- Coach other team resources to maintain consistently high standards of communication, productivity and teamwork across all the platforms.
L1 RPA Bot Controller
Accenture
Bengaluru
01.2017 - 06.2019
- Providing support for Tier1 team of 10 Robo controllers which involves handovers and facilitate complete end-end support
- Ensure that high quality work is consistently sough without exception and error during automation and applications/server monitoring
- Developed and managed business plans to achieve the deliverables
- Additionally, managing User Account Management and AD management for the production users along with DB management
- Involved in License Management, BOT performance monitoring, Reporting and resource planning
- Involved in management role like preparing roster, scheduling daily tasks to team, updating WFM tool, setting team's deliverables, and learnings, resource and capacity management
- Responsible for managing SSRS dashboard which enables Bot monitoring support for L1 team
- Performing Data sanity activities and reconciling bot meta data for analysis and reporting
- Working P2 and P3 incidents for automations failures/application abnormalities
- Providing access to internal/external users for ROC applications and SSRS dashboards
- Internal Application Development & Support and provide off-hours support on a rotation basis.
Business Process Associate
Accenture
Bengaluru
05.2015 - 01.2017
- Handled high volumes of customer inquiries via phone, email, and live chat, maintaining a professional and courteous demeanor at all times
- Monitoring ticketing tool, assigning tickets to the relevant team, working customer escalations
- Diagnosed and resolved technical issues related to software, hardware, and account management, achieving an 85% first-call resolution rate
- Developed expertise in company products/services to provide accurate information and troubleshooting steps to customers promptly
- Providing end to end support for virtual conference training session and taking care of any technical issues during the session
- Identified and escalated priority issues requiring urgent attention to Tier 2 support or management, ensuring swift resolution and customer satisfaction
- Participated in QA processes to review call recordings, identify areas for improvement, and implement best practices to enhance service delivery
- Worked closely with supervisors, content developers, and product teams to relay customer feedback, identify recurring issues, and contribute to product improvement initiatives
- Facilitate sessions with course owners to ensure the participants are well equipped with the training's materials for classroom sessions
- Actively participated in ongoing training sessions and self-study to expand technical knowledge and stay updated on product features and updates.
Technical Support Associate
24/7 Private Limited
Bengaluru
07.2013 - 03.2015
- Provide thorough support and problem resolution for customer using Adobe platform
- Maintain composure and patience during difficult customer situation
- Training new resources and explains process protocols and demonstrate the Adobe packages
- Involved in sales for the Adobe packages and platforms
- Provided end-end support for the Adobe users
- Query and Ticket management
- Basic Troubleshooting on issues occurring with Adobe products.
- Resolved issues related to network connectivity, printers, operating systems, applications, and other IT-related topics.
- Reported customer feedback and feature requests to the development team.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
Education
Diploma in Computer Engineering -
Coimbatore Institute of Technology
Coimbatore06.2013
10th Standard -
Kikani Vidhya Mandir
Coimbatore06.2010
Skills
- Adaptability
- Communication Skills
- Analytical Thinking Skills
- Strong Critical Thinking Skills
- Complex Problem Solving
- Team Management
- Technical assistance
- Customer Relationship Management
- Trend Analysis
- Troubleshooting and diagnostics
- Incident Management
- Software troubleshooting
- Risk Mitigation
- Application security
- Critical Thinking Skills
- Business continuity planning- RPA Development
- Application Security
- Incident Management
- Technical Project Leadership
- Process Optimization
Certification
- GEN AI Prompt Engineering and TDLC Course Completion
- GEN AI Practitioner Certification through Skill-soft
- Information Security Certification
- People Management and Problem Solving Training Completion
- QuickBase Developer Certification
- Automation Anywhere Professional Certification
- UI Path Developer Certification
- Cloud Computing AWS(SA)- Level 2 Training Completion
Languages
- English
- Tamil
- Telugu
- Kannada
Hobbies and Interests
- Football
- Movies
- Riding
- Drawing
Affiliations
- Spearheaded the implementation of a GEN AI solution across all applications in my portfolio, leading to approximately 40% time savings in incident resolution
- Led Tier 3 Technical Support team, enhancing application performance and customer satisfaction through effective incident management and team skill development.
- Streamlined support operations by implementing synthetic monitoring tools, significantly improving application uptime and user experience.
- Drove cross-functional collaboration to solve complex technical challenges, boosting application reliability and security.
- Spearheaded automation initiatives, reducing manual effort and enabling the team to focus on high-value activities.
- Cultivated a culture of continuous improvement, staying abreast of industry trends to introduce innovative support solutions - Successfully implemented a Multi-Factor Authentication (MFA) solution for over 80 applications on the QuickBase Platform to enhance security measures.
- Implemented Cloud Based Identity and Access management access controls for 80+ SAAS Based application in our portfolio using SailPoint solution.
- Conducted comprehensive training sessions for over 350 resources within the Technical Support and Operations (TFO) portfolios on Datadog Implementation and Performance Monitoring.
- Enabled support engineers to shift focus from incident resolution to process improvement activities through the efficiency gained from the GEN AI solution.
- Positioned the organization for future growth and innovation by equipping resources with advanced skills and tools for efficient application support and management.
- Involved in Building the Bot monitoring environment for optimizing the RPA Bot usage.
Timeline
Tier 3 Application Management and Support Lead
Accenture
01.2021 - Current
Application Support and RPA SME
Accenture
06.2019 - 01.2021
L1 RPA Bot Controller
Accenture
01.2017 - 06.2019
Business Process Associate
Accenture
05.2015 - 01.2017
Technical Support Associate
24/7 Private Limited
07.2013 - 03.2015
- GEN AI Prompt Engineering and TDLC Course Completion
- GEN AI Practitioner Certification through Skill-soft
- Information Security Certification
- People Management and Problem Solving Training Completion
- QuickBase Developer Certification
- Automation Anywhere Professional Certification
- UI Path Developer Certification
- Cloud Computing AWS(SA)- Level 2 Training Completion
Diploma in Computer Engineering -
Coimbatore Institute of Technology
10th Standard -
Kikani Vidhya Mandir
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