Sruthi Ramalingam
IT Operations Lead
Puducherry
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Operations Lead
Uniper - Cognizant Technology Solutions
Chennai
12.2023 - Current
- Managed team of 30 technically strong professionals
- Ensure ITSM process is conducted correctly
- Ensure all SLA and KPIs are met by performing regular audits
- Ensure correct closure and evaluation of incidents
- Regularly interact with Management, customers and teams to improve existing processes and procedures by providing constructive feedbacks
- Drive MSR & Steerco calls with Stakeholders.
- Handle onboarding and offboarding for account
- Participate in Management activities like updating on call allowances, Cost to serve data, shift roster.
- Responsible for smooth Onboarding & Offboarding of resources
- Participate in CAB meetings and Disaster Recovery activities
- Ensure team adheres to RACI model.
Tech Lead
Acco Brands - Cognizant Technology Solutions
04.2020 - 11.2023
- Developed and executed plan to streamline application access requests, resulting in 30% reduction in request processing time and improving overall efficiency
- Created user accounts, edited user account information and added/removed access to network utilizing Active Directory tool
- Managed user accounts in AS400, Leapfile, M3, and Medius Flow applications to ensure secure access and data integrity for over 500 users
- Achieved 95% accuracy rate in identifying non-compliant actions during SOX compliance audits, reducing company's exposure to penalties and legal disputes
- Monitored ticket metrics and assigned tasks to team members based on workload, leading to 20% increase in ticket resolution efficiency
- Collaborated with cross-functional teams to develop and execute comprehensive training program on error correction techniques, leading to 30% decrease in recurring high severity issues
- Provided Training and mentoring to team members.
Sr.Systems Engineer
Kohl's E-Commerce - Cognizant Technology Solutions
12.2018 - 03.2020
- Worked on ITIL concepts like Incident Management, Change Management & Problem Management
- Performed critical tasks such as Traffic shifting, offering push and deletion in Customer's wallets, reaching out to businesses for critical changes, and managing batch jobs according to deployment playbook
- Addressed different issues, concerning applications & providing data reports to client periodically using Power BI
- Escalating high-priority issues to respective team for immediate action & thereby avoiding any serious outages
- Promoted as Shift Lead.
Education
Bachelor of Technology (ECE) - Electrical, Electronics And Communications Engineering
Alpha College of Engineering And Technology
Puducherry 09.2014 - 05.2018
Skills
ITSM & ITIL
Excellent Communication
Customer Satisfaction
Technical Support
MS Office Suite
Active Directory
Service Now
ITSM & ITIL
Awards
Achieved best-in-class award by Cognizant Technology Solutions for Flexibility and efficiency
Hobbies & Interests
Music
Movies
Reading
Badminton
Pottery
Timeline
Operations Lead
Uniper - Cognizant Technology Solutions
12.2023 - Current
Tech Lead
Acco Brands - Cognizant Technology Solutions
04.2020 - 11.2023
Sr.Systems Engineer
Kohl's E-Commerce - Cognizant Technology Solutions
12.2018 - 03.2020
Bachelor of Technology (ECE) - Electrical, Electronics And Communications Engineering
Alpha College of Engineering And Technology
09.2014 - 05.2018
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