Desired Job Title
Tech leadSenior Helpdesk AssociateCustomer Support EngineerWork Type
Full TimeLocation Preference
RemoteOn-SiteHybridLocation: Chennai, INChennai, TN
Open to relocation: No
Sundara Prasad R.
Major Incident Manager & Problem Manager
Chennai
Work Preference
Summary
Experienced with guiding technical teams to achieve project milestones and deliverables. Utilizes advanced problem-solving techniques to drive innovation and efficiency. Knowledge of software architecture and agile methodologies ensures robust and scalable solutions.
Overview
3
3
Languages
8
8
years of professional experience
Work History
Tech lead
Cognizant Technology Service India
09.2022 - Current
Managed key responsibilities in incident response.
- Led incident command operations, supervising cross-functional teams during significant outage events.
- Supervised incident response and production support to quickly resolve P1/P2 issues.
- Supervised the thorough execution of major incident handling, achieving quick service recovery and mitigating business consequences.
- Led urgent war room calls to improve decision-making efficiency in high-stakes scenarios. Executed detailed root cause analysis to address core issues effectively.
- Preserved conformity with ITIL standards, and guaranteed SLA compliance throughout all incidents.
- Teamed with ServiceNow to elevate the clarity of incident lifecycle reporting and dashboards.
- Coordinated post-incident reviews (PIR) to promote sustained service optimization.
- Improved system functionality and stability, decreasing outages, and persistent incidents.
- Collaborated with product managers to define technical requirements and develop innovative solutions for complex problems.
- Mentored junior developers, fostering a culture of continuous learning and skill improvement.
Senior Helpdesk Associate
CIEL HR Services
10.2021 - 07.2022
- Took responsibility for key tasks in the team.
- Addressing Customers issue.
- Providing Remote Support Based on Issue.
- Installing Application on the End User system with Proper Approval
- Collaborating with client's in-house support team to work on Different time zone.
Customer Support Engineer
Real Soft Intl Pvt Ltd
04.2015 - 08.2017
- Assumed key responsibilities in various projects to ensure successful outcomes.
- Installation and troubleshooting of Switches, Routers, Telephony systems (Avaya) and Servers and POLYCOM video conferencing Equipment's
- Installed and troubleshot switches, routers, telephony systems (Avaya), servers, and POLYCOM video conferencing equipment to ensure seamless communication.
- Troubleshot network issues, collaborating with staff and vendors to resolve complex escalations efficiently.
- Achieved recognition as Best Trail Blazer award winner during Global Customer Service Week in 2023.
- Got the Best Trail Blazer award on R&R – Global Customer Service Week-2023
Education
B.Sc. - Computer Science
Dr A PJ Abdul Kalam University
Indore01-2021
12th - Computer Science
Open Schooling
Chennai01-2018
SSLC - Matriculation
Little Flower Matriculation Higher Secondary School
Chennai, India01-2010
Skills
Technical leadership
O365 and Intune administration
Proficient in ServiceNow ticketing tools
Incident analysis
Effective incident resolution management
Project management
Crisis management
Cloud storage management
Internal team governance
Stakeholder relations
Mentorship and Coaching
Personal Information
Father’s name : Rueben George Raj Manohar. D
Timeline
Tech lead
Cognizant Technology Service India
09.2022 - Current
Senior Helpdesk Associate
CIEL HR Services
10.2021 - 07.2022
Customer Support Engineer
Real Soft Intl Pvt Ltd
04.2015 - 08.2017
B.Sc. - Computer Science
Dr A PJ Abdul Kalam University
12th - Computer Science
Open Schooling
SSLC - Matriculation
Little Flower Matriculation Higher Secondary School