Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Sripan S

Sripan S

Chennai

Summary

12+ years of experience in the ITES industry where I’ve handled multiple roles in customer support like customer handling, subject matter expert, team management, and auditing/access Operations. Rewarded multiple times for excelling on the organization’s key metrics and setting benchmarks for the others. Cohesive team player with strong communication and interpersonal relationship management skills. Managed multiple clients to understand their requirements and design high/low level technical/functional documents.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Team Lead-ICG Information Security Operation

CITICORP SERVICES INDIA PVT LTD
01.2017 - Current
  • Manage a team of 11 members and ensure that all key metrics of the business are met as per the SLA
  • Lead Automation for access provisioning and other application process using Robotic Process Automation (RPA)
  • Handling Risk Management - explain
  • I take complete ownership of TOF (transfer of function) explain
  • Conducting Internal team auditing and Handling external auditing queries
  • Administration of user ID and Application profile
  • End-to-end understanding of Citi products, processes, policies, regulations, and governance
  • Perform performance appraisal for the team and conduct a regular one-on-one meeting
  • Initiate process changes and improvements based on CITI Lean methodology
  • Adherence to Banking Policies, Procedures & Standardization
  • What are you doing here
  • Create, maintain, and perform an annual review of Process Control Manual documents associated with specific systems assigned
  • Experience in SLA/SLO-based process - explain
  • Maintenance of Functional ID’s, Profile and Role management
  • Streamlining of UI/UX Design for FLEXCUBE
  • Explain
  • Ensure adherence to pre-assigned SLO requirements for designated requests at a personal and team level
  • Managing CMP/ INCIDENT queue and mailbox
  • Created Bright Idea to reduce manpower and improve user experience
  • - explain
  • Entire Unit event management – Voice of Employee explain
  • Cost and effort reduction of manual process to macro in FLEXCUBE application was selected as the Success story for Q1 2018 in CITI Asia
  • Received Champion Progress Award for submitting Ideas implemented in Q4 2017
  • Received Bright Idea Coordinator Award for driving the team and bringing the ideas to closure
  • Received Gold Award for training 400 analysts in the Incident Management process
  • FLEXCUBE Design thinking upgrade – Yield to 1.5 FTE benefits
  • Change end contract date for all CMPS –Reduction in CMP/ticket cancellation by 80%
  • Defined change function for all products – Resulted in Better NPS and CSAT
  • Trained entire Unit (around 300+ analysts) in Service Now
  • Created GIDA database for new joiners

Information Security Analyst

STANDARD CHARTERED SCOPE INTERNATIONAL
08.2015 - 01.2017
  • Administration of user accounts in a wide range of platforms (Win2003 and UNIX, Oracle, Sybase)
  • Implement, administer, maintain, and review the security administration control access to the bank’s database and application system
  • Creating mailbox and distribution list - For
  • Creating access to secure share folder - Explain
  • Vaulting High Privilege ID and passwords in PIM (Privileged ID Manager) and TPAM
  • Creation of ID, assigning Hard/soft tokens, and administration of VPN user accounts
  • Liaising with change management and problem Management teams in terms of changes to server upgrades, application upgrades, and patches
  • IPhone/iPad access provisioning for VPN, Wi-Fi, and AD authentication
  • Ensure all requests and changes are conducted in accordance with agreed service levels [SLA], agreed procedure, and approved security matrix

Endpoint Product Associate

SYMANTEC SOFTWARE & Services PVT LTD
01.2013 - 07.2015
  • Backing up data from user’s computer to backup server using Norton software
  • Troubleshooting of e-mail clients for POP3/SMTP settings
  • Updating the errors from the Norton to the Product Lead Portal
  • Collecting logs for product-related issues and collaborating with the engineering team to provide solutions to customers
  • Excelled in key metrics like Productivity, Customer Experience, Net Promoter Score, Resolution
  • Approving of escalations to the Level 2 team by checking the troubleshooting steps performed on the customer’s machine

System Administrator

AAKASH Industries
01.2011 - 12.2012
  • Setup and maintain user accounts and systems
  • Monitoring system performance and network communication
  • Set up policies for user accounts and implemented the same for the use of computers and network
  • Reporting of malicious/suspicious activity on systems
  • Installation of patches when application/OS updates are released

Technical Support Executive

SUTHERLAND GLOBAL SERVICES
12.2009 - 09.2010
  • Provided technical support to the Customers who had issues with the software/hardware components in the Laptop and Desktop Computer
  • Top call drivers are operating system issues (No boot, BSOD, slow performance, System freezing, and other error messages), virus/spyware removal, internet connectivity issues, browser-related issues, and printer
  • Upselling Dell products and Dell warranty
  • Have troubleshot many technical hardware issues on calls and gained Customers Satisfaction

Education

Bachelor of Technology - Information Technology

RMK Engineering College

Skills

  • Operations Management
  • People Management
  • Workforce Management
  • Quality Management
  • Process Improvement
  • Performance Management
  • Data analysis and representation
  • Root cause analysis
  • Identity & Access Management
  • Hardware & OS troubleshooting

Certification

  • Certified ITIL Foundation
  • Certified ISO 27001 Information Security Lead Auditor

Timeline

Team Lead-ICG Information Security Operation

CITICORP SERVICES INDIA PVT LTD
01.2017 - Current

Information Security Analyst

STANDARD CHARTERED SCOPE INTERNATIONAL
08.2015 - 01.2017

Endpoint Product Associate

SYMANTEC SOFTWARE & Services PVT LTD
01.2013 - 07.2015

System Administrator

AAKASH Industries
01.2011 - 12.2012

Technical Support Executive

SUTHERLAND GLOBAL SERVICES
12.2009 - 09.2010

Bachelor of Technology - Information Technology

RMK Engineering College

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