Splunk
Sundareshwara Perumal Durairaj
Associate Director
Pune
Summary
Tireless Service Delivery Manager talented in assessing client needs and developing solutions to promote business opportunities. Established decision-maker with background in mentoring others to accomplish project milestones. Offering exemplary client relationship building prowess.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
3
3
Certificates
Work History
Associate Director
UBS Business solutions India Pvt Ltd.
Pune
03.2021 - Current
- Kept operations responsive and agile with proactive troubleshooting and problem-solving of routine and complex issues.
- Responsible for Start of the day Application health checks for Financial Advisor applications(500+ in no's)
- Oversaw business calendar of events and scheduled key initiatives.
- Investigated industry trends and technological advancements to identify optimal approaches for integration into Automation processes by organizing and heading the scrum meetings.
- Supported continuous process and performance improvement for service management across wealth management function.
- Set up and ran weekly stability meetings between senior leadership and Application leads to stabilize all discrepancies to stakeholders.
- Assisted senior leadership in managing all aspects of operations.
Authorized Officer
UBS Business Solutions India Pvt Ltd.
Pune
06.2018 - 02.2021
- Provided immediate emergency response and incident management.
- Conducted post-resolution reviews with team members.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Developed highly effective incident response team and trained extensively in preparation for possible events.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Developed solutions to address complex issues and operational gaps.
- Led teams of analysts to evaluate, plan and execute projects.
Senior Specialist
HCL technologies
Bangalore
05.2016 - 06.2018
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
- Interviewed, hired, trained and mentored 25+ staff by coaching daily, leading performance reviews and offering constructive feedback.
Senior Systems Engineer
Tata Consultancy Services
Bangalore
06.2014 - 04.2016
- Engaged in user support interactions via telephone, chat and email platforms.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Prepared weekly employee work schedules for team members.
- Real Time & continuous follow-up with global support teams for Critical incident resolution
- Manage and coordinate activities during overall ticket life cycle
- Ensure that the Incident record is fully updated prior to Problem Management handover
- Configuring and Troubleshooting issues related to VPN clients like Cisco & Juniper
System Engineer
CGI Information Systems and Management Consultants Pvt Ltd
Bangalore
04.2012 - 04.2014
- Ensuring that all IT teams follow the incident management process for every incident
- Following the Incident management process to meet all the SLA’s and making sure that the Incident life cycle is being managed properly.
- Reporting of Open incidents and Service requests to the concerned support teams / staffs.
- Having regular meetings with the Change management and problem management team to ensure that the outstanding tickets are being handled within our agreed SLA.
- Ensuring all KPIs are met, month on month.
Service Support Engineer
Prologic Business Solutions
Dubai
08.2010 - 02.2012
- Developed team communications and information for meetings.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Communicated regularly with customers concerning data exchange and technology integration.
- Researched complex technical issues and provided resolutions.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
Education
Bachelor of Technology - Computer Science
SRM University
Chennai, India 04.2005 - 11.2009
Skills
Staff Management
Accomplishments
- Supervised team of 30+ staff members.
- Documented and resolved Major incidents which was a potential Financial Impact by proactive monitoring.
- Collaborated with team of 15+ members in the development of Automated health checks saving 30 hrs/week in 2021
Software
App Dynamics
Tableau
Service Now
MS Office
Certification
ITIL V3
Interests
Service Delivery
Operations Management
Service Management
Timeline
PMP
02-2022
Associate Director
UBS Business solutions India Pvt Ltd.
03.2021 - Current
ITIL V4
01-2021
Authorized Officer
UBS Business Solutions India Pvt Ltd.
06.2018 - 02.2021
Senior Specialist
HCL technologies
05.2016 - 06.2018
Senior Systems Engineer
Tata Consultancy Services
06.2014 - 04.2016
System Engineer
CGI Information Systems and Management Consultants Pvt Ltd
04.2012 - 04.2014
ITIL V3
04-2012
Service Support Engineer
Prologic Business Solutions
08.2010 - 02.2012
Bachelor of Technology - Computer Science
SRM University
04.2005 - 11.2009
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