Tharani K
Bangalore
Summary
Technical Manager with over a decade of experience in Incident Management and Problem Resolution. Skilled in leading cross-functional teams and implementing process improvements to enhance customer satisfaction and operational efficiency. Expertise in mentoring teams and delivering technical guidance in fast-paced environments. Proficient in technical documentation and stakeholder management.
Overview
15
15
years of professional experience
2
2
Certification
Work History
Technical Manager
Standard Chartered GBS Pvt Ltd
07.2012 - Current
- Performed weekly follow-up calls with country stakeholders and ran through the issue tracker.
- Implemented taxonomy templates for tracking customer issues in order to identify trends.
- Conducted daily meetings with support staff to review tickets and prioritize critical issues to avoid escalations.
- Collected, analyzed, and prepared reports of statistical data to eliminate manual toil activity.
- Participated in root cause analysis sessions for recurrent customer complaints.
- Maintained a high degree of confidentiality when dealing with sensitive information.
- Created detailed reports on system performance metrics for senior management review.
- Monitored the application's KPIs to maintain stability, and recommended improvements to overall aesthetics.
- Utilized knowledge of applications, programming and systems functionality to assist employees with technical needs.
- Provided mentoring, training, and leadership for all Production L1, L2, and L3 Support members.
- Authored technical documentation, including Standard Operating Procedures, user manuals, and maintenance guides.
- Configured the application's KPI in the Geneos ITRS Monitoring Tool to maintain application stability.
- Maintained up-to-date knowledge of software and technical developments through reading and training.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
Support Lead
Standard Chartered Global Business Pvt. Ltd.
01.2017 - 01.2021
- Directed troubleshooting for bugs and issues discovered in both pre-release, while getting functionality walkthroughs, and final production deployment.
- Guided change management tasks, monitoring each change for required approvals before pushing it into production.
- Analyzed trends from incident tickets to identify opportunities for improvement.
- Maintained positive working relationship with fellow staff and management.
- Maintained an audit trail and statistical records of problems and conditions reported via the Incident Ticketing system.
- Documented recovery actions, and helped streamline procedures for future technical support actions.
- Coached and mentored junior support personnel in resolving complex problems.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Senior System Analyst
Standard Chartered Global Business Pvt. Ltd.
01.2014 - 01.2016
- Provided technical support to users in resolving complex workflow issues.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Recognized by management for providing exceptional client-centric service.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
System Analyst
Standard Chartered Global Business Pvt. Ltd.
01.2010 - 01.2013
- Provided technical support for users, troubleshooting any issues that arose in their use of our applications.
- Performed root cause analysis to identify system issues.
- Worked closely with developers throughout the entire software development life cycle.
- Troubleshot and resolved problems with programs and systems.
Programmer Analyst
Esquire Systems Pvt Ltd
Chennai
08.2010 - 07.2012
- Created instruction manuals for most-used software and computer programs to achieve easily accessible programming.
- Utilized the Java programming language to write clean, efficient code.
- Created technical documentation for software projects.
- Performed data analysis on large datasets using SQL queries and stored procedures.
Education
B.Sc - Computer Science
Queen Mary’s College
Chennai, Tamil Nadu01.2010
XII -
Seventh Day Adventist Matriculation Higher Secondary
Chennai, Tamil Nadu01.2006
X -
Anita Methodist Matriculation Higher Secondary School
Chennai, Tamil Nadu01.2004
Skills
- Incident management
- Root cause analysis
- Problem solving
- Change management
- Technical documentation
- Client support
- Cross-functional team management
- Technical assistance for end users
- Collaborative team management
- Team mentoring
- Technical process improvement
- Stakeholder management
- Web development
- End-user training
- Technical performance monitoring
- Statistical analysis
Certification
- DevOps SRE Foundation Certified
- Full Stack Developer
Leadership Experience
- School Captain for Sports, 2005-2006
- College President, 2009-2010
- Part-Time Abacus Faculty, 2007-2010
Languages
- English
- Tamil
Awards
- Awarded for building the Standard Operating Procedure document to standardize and document processes, ensuring consistency, efficiency, and adherence to best practices
- Received a Spot Award for designing an auto-monitoring feature for a complicated feed file processing system, which had been manually verified for many years
- Received Spot Award for enabling sound alarms when the key parameters in the monitoring breaches SLA
- Won runner-up in a hackathon for developing the OneClicQ feature built in ReactJS for proactive and reactive monitoring
Hobbies and Interests
- Listening to audiobooks
- Listening to music
Disclaimer
I declare that all the above-furnished information is complete, true and correct to the best of my knowledge, with the understanding that this application is being submitted for employment.
Personal Information
- Husband's Name: Manoj Jayan K
- Date of Birth: 19-May-1989
- Nationality: Indian
- Marital Status: Married
Languages
Tamil
First Language
English
Intermediate (B1)
B1
Timeline
Support Lead
Standard Chartered Global Business Pvt. Ltd.
01.2017 - 01.2021
Senior System Analyst
Standard Chartered Global Business Pvt. Ltd.
01.2014 - 01.2016
Technical Manager
Standard Chartered GBS Pvt Ltd
07.2012 - Current
Programmer Analyst
Esquire Systems Pvt Ltd
08.2010 - 07.2012
System Analyst
Standard Chartered Global Business Pvt. Ltd.
01.2010 - 01.2013
B.Sc - Computer Science
Queen Mary’s College
XII -
Seventh Day Adventist Matriculation Higher Secondary
X -
Anita Methodist Matriculation Higher Secondary School
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