Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Vanishree Ramachandran

Vanishree Ramachandran

Technical Support Lead
Bengaluru

Summary

Resourceful technical support engineer with 8+ years of cross-functional leadership in implementation, validation and deployment of large complex systems. gained god knowledge in the insurance domain under the areas of application and production support along with the process of incident management. Expertise in triaging, identifying the bugs through logs. Worked closely with the clients during outage and production activities. Lead the team and prepared the monthly, weekly status reports along with managing the ticket dashboards.

Overview

9
9
years of professional experience

Work History

L2 Support Lead

Cognizant Technologies Solutions
04.2019 - Current
  • Acted as an escalation point for L1 Support Engineers, providing guidance and expertise when solving more complex cases.
  • Effectively worked on resolving L2 support tickets within the designated timelines and coordinated with the engineering team on the required code changes.
  • Triaged the alerts with the help of application logs, shared analysis and worked closely with clients to fix.
  • Synchronized in disaster recovery, deployment, maintenece and enhancement activities and ensured the application availability.
  • Managed and lead a team, fostering teamwork and setting performance goals.
  • Monitored and analyzed support metrics to detect trends, identify gaps, and recommend solutions for improvement.
  • Worked on creating alerts, dashboards, reports using the monitoring tools.
  • Served as an incident manager and maintained good SLA metrics.
  • Having hands on experience in using AWS services and SQL quries.
  • Presented monthly, bi-weekly and weekly status/performance reports to stakeholders during client connects.
  • Hands-on Tools : Service Bus, Splunk, BlazeMeter, Postman, Datadog, Cyara, Cherwell, Jira and PagerDuty.
  • Conducted regular performance evaluations and provided constructive feedback for continuous improvement among team members.
  • Mentored junior team members, providing guidance on best practices and professional development opportunities.

L1 Support Engineer

Cognizant Technologies Solutions
12.2016 - 03.2019
  • Served as the first point of contact, monitored issues, tickets and worked on escalating them to the concerned teams and coordinated in resolving them within the SLA.
  • Streamlined support process and implemented the quickest turnaround in troubleshooting common technical problems.
  • Focused on customer satisfaction by quickly addressing and resolving technical issues.
  • Proactively identified potential system breakdowns through monitoring and ticketing tools.
  • Worked on documentation of support tickets and resolutions.
  • Prepared well-articulated process documents and RCAs which were much appreciated by internal and external stakeholders.
  • Automated scheduled reports that consumed a lot of manual effort
  • Acquired knowledge on monitoring tools (SCOM) and ticketing tools (SNow, BMC Remedy)
  • Participated in cross-functional collaborations with other departments within the organization; supporting project implementations that required input from the L1 Support Engineer perspective.

Education

B.Tech - Information Technology

Hindusthan College of Engg And Tech
Coimbatore, India
04.2001 -

KG To XII - (Primary And Higher Education)

SBOA Matriculation And Higher Secondary School
Coimbatore, India
04.2001 -

Skills

Team management

Accomplishments

Rewards and Recognition:

✔ Appreciation mails and Certificates/Awards from internal and external clients.

✔ Appreciation from the Client during monthly VC on notifying the client about Knowledgebase errors.

✔ Tower Leads had recognized and appreciated my work on automation of reports.

✔ Awarded as the “Start Performer” of the quarter thrice and an “Iconic Resource” twice.

✔ Awarded as the “All Rounder” for excellence in issue triaging at L3 level.

✔ Automation and integration of Jira to various platforms

✔ Received “Always striving, never settling” award from the Management

✔ Received “Doing the right thing, the right way” award from the client team

✔ Received "Impressive Support" award from the Onsite team members for soulful ownership of the DR activity 2024

✔ Received "Client Visit R&R" award on a client visit event

✔ Awarded with "Owning up the Tasks Assigned" title for promptly completing ad-hoc tasks

Certifications:

● Nov 2017 – CCP: Process space

● Nov 2017 – ITIL V3 and Dovetail on Help Desk

● Dec 2017 – Yellow Belt – Six Sigma

● Nov 2020 – AWS Beginners – Certification

● Feb 2021 – Basics of Appdynamics

● Oct 2021 – Atlassian: JIRA Practitioner

● Mar 2022 – PagerDuty Foundation Practitioner

● Oct 2022 – AWS Cloud Practitioner

● Feb 2025 - Power BI Beginners

● Mar 2025 - Power BI Data Modelling Basics

● May 2025 - Data Analytics

Timeline

L2 Support Lead

Cognizant Technologies Solutions
04.2019 - Current

L1 Support Engineer

Cognizant Technologies Solutions
12.2016 - 03.2019

B.Tech - Information Technology

Hindusthan College of Engg And Tech
04.2001 -

KG To XII - (Primary And Higher Education)

SBOA Matriculation And Higher Secondary School
04.2001 -

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Vanishree RamachandranTechnical Support Lead