Sudarshan Iyengar
Chennai
Summary
Seasoned Technical Manager with 14 years of experience in IT Industry specializing in support function and team leadership. Possess excellent problem-solving skills, strong communication abilities, and a passion for technology. Proven leader in directing operations, maintenance and support of complex systems by managing cross-functional teams to successfully deliver projects on time. Reputation of bringing transformation in enterprise support projects by aligning the current processes in line with established worldwide ITIL practices thereby improving operational efficiency.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Manager, Application Support
TransUnion Global Technology Center
Chennai
10.2022 - Current
- Trained and expanded the technical support team from 5 to 19 members, ensuring 24/7 service and a wider coverage of expertise in applications.
- Overhauled the entire application support strategy reducing system downtime by 40% through introduction of proactive monitoring and alerting protocols.
- Implemented a tiered support system to effectively prioritize incoming alerts/queries thereby reducing average response time by half while maintaining quality resolutions and maintaining service level agreements at 95% on a monthly basis.
- Pioneered an internal knowledge base for complex technical issues which enhanced overall team productivity and resulted in first-call resolution at 97% on a monthly basis.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Developed a career progression plan for the technical support department which improved employee retention.
- Created monthly reports for senior management summarizing operational performance metrics.
- Interviewed prospective employees and provided input to HR on hiring decisions.
Team Lead, Application Support
TransUnion Global Technology Center
Chennai
06.2019 - 09.2022
- Led a 24/7 Global Enterprise Support Team, ensuring high availability of business-critical applications
- Delegated daily tasks to team members to optimize group productivity.
- Setup dashboards and alerts via Splunk, for proactive monitoring thereby reducing the system downtime
- Developed runbook and maintained knowledge bases for use by Tier 1 team which resulted in first-call resolution at 97% on a monthly basis
- Transitioned new projects and mentored the Tier 1 team which resulted in team members getting upskilled to the next level
- Worked with Global teams and served as focal point for troubleshooting of frequent issues and performing administration of applications.
- Created detailed reports on team activities as requested by management.
Senior Analyst, Application Support
TransUnion Global Technology Center
Chennai
08.2018 - 05.2019
- Monitored ticketing system queues for incoming requests from customers.
- Analyzed system logs for potential problems or errors related to system performance.
- Drafted documents that outlined processes, procedures, and best practices related to technical support.
- Provided technical support to junior analysts regarding data analysis techniques and methods.
- Implemented scripting solutions for automating routine tasks.
Consultant, Application Support
Capgemini India Private Limited
12.2013 - 07.2018
IT Analyst, Technical Support
FLSmidth India Private Limited
04.2011 - 11.2013
Consultant, Technical Support
Sutherland Global Services
08.2009 - 03.2011
Education
Masters in Computer Application -
Bharathidasan University
Tiruchirapalli05-2009
Skills
- Technical Proficiency
- Problem-solving abilities
- Continuous Improvement
- Cross-Functional Teamwork
- Team Leadership
- Project Management
- Operations Management
- Hiring and Training
Certification
- ITIL V3 Foundation Certified
- AWS Cloud Practitioner Certified
- Project Management Foundations
- Lean Six Sigma Foundations
- Honors in A+ and N+
Accomplishments
- Received TransUnion GCC India Excellence Award for Best Manager in the year 2024
- Received TransUnion GCC India Quarterly Awards in the year 2022
Timeline
Manager, Application Support
TransUnion Global Technology Center
10.2022 - Current
Team Lead, Application Support
TransUnion Global Technology Center
06.2019 - 09.2022
Senior Analyst, Application Support
TransUnion Global Technology Center
08.2018 - 05.2019
Consultant, Application Support
Capgemini India Private Limited
12.2013 - 07.2018
IT Analyst, Technical Support
FLSmidth India Private Limited
04.2011 - 11.2013
Consultant, Technical Support
Sutherland Global Services
08.2009 - 03.2011
Masters in Computer Application -
Bharathidasan University
- ITIL V3 Foundation Certified
- AWS Cloud Practitioner Certified
- Project Management Foundations
- Lean Six Sigma Foundations
- Honors in A+ and N+
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