Viknesh Thirumal
Chennai
Summary
With a robust background at Cognizant, I excel in driving service improvements and managing complex IT processes. Leveraging skills in innovation and information management, I've consistently met key performance indicators, enhancing efficiency and client satisfaction. My proactive approach in incident and change management showcases my ability to lead and innovate, ensuring high-quality service delivery.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Knowledge Manager
Cognizant
05.2012 - Current
- Review whether SSF’s (Service Support Form) for Service desk team are updated for all applications
- Frequent connect with Tower leads / Application managers to make sure all Knowledge Base articles (Self Help, Guest, Infra and Support) are up to date to cover current process scenarios
- Review and creating Knowledge articles for recurring Incident tickets
- Ensure all Standard requests are having Knowledge articles
- Met all Knowledge Management KPI’s without any slippages and same needs to be worked with client to get approved & finalized
- Conducting frequent session to both New Joiners and Existing resources on Knowledge Management Process
- Computing KA Usage and make sure it met the Threshold
- Periodic review of Unused articles, Inactive authors, broken links
- Ticket elimination with the help of Knowledge articles for End users and Reducing TAT for Support agent with help of KA
- Showcasing benefits of KA via CSI (Continuous Service Improvement) initiatives
Senior Process Executive
Cognizant
05.2008 - 06.2010
- Client Asset Management ensuring client asset has been assigned, tracked and maintained as per business requirement
- Access provisioning and revocation of User account, Remote / VDI, Server & Security profiles based on the roles & responsibilities
- Managing Security of Duties Audit based on the Privileged account for Servers (Windows / Linux), DBs (Oracle/SQL) and make sure each team has appropriate privileges & access
- Met all Security and Compliance KPI’s without any slippages and same needs to be worked with client to get approved & finalized
- Physical security access for dedicated ODCs by enabling account specific Controls and make sure it line with contractual requirements
- Resource planning and allocation
- Assigning people to projects based on their skills, previous experience, availability, or project budget
- Resource capacity planning and Supporting project managers in ongoing project resource management efforts
- Monitoring day-to-day project activities and corresponding resourcing
- Managing employees’ workload, utilization, and overtime hours
- Overcoming resource shortages by means of resource management techniques, reallocating resources, assigning more staff, etc; informing senior management of any issues related to inability to meet clients’ needs due to resourcing
- Knowing all the current and upcoming projects run in an organization and business development activities and being able to plan resourcing accordingly
- Collaborating with the HR department regarding staff training
- Ensure all users are compliant in both Cognizant and Client Trainings
CSI Champion
Cognizant
- Continually measure the performance of the service provider and design improvements to processes, services and infrastructure in order to increase efficiency, effectiveness, and cost effectiveness
- Defining baseline measurements for suppliers and ensure they are delivering CSI Initiative ideas which contributes benefits to both Cognizant and Client
- Segregation of initiatives (Hard, Soft and Revenue) and presenting the insight to relevant governance forums
- Conducted CSI Hakathon and rewarded top contributed ideas
Change Coordinator
Cognizant Technologies
- Review all RFC’s submitted by the Assignee
- Ensure all necessary communication, documentation and testing are done prior to approval
- Request for a review from technical person who will ensure that all technical steps are appropriate and correct
- Reviews and provides input on changes before the CAB meeting
- Creates, distributes and posts the CAB agenda, decisions, action Items, meeting minutes
- Plans, coordinates and chairs the CAB meetings as required
- Provides CAB Approval and records outcome of CAB, if appl
- Ensures appropriate impact, risk, and readiness are discussed for each Change at the CAB meeting
- Coordinate and conduct meetings with Change advisory board (CAB) to discuss higher risk changes
- Doing final review of change along with CAB
- Ensures that all the activities designed to implement the change are as per the standards
- Prepare Change Summary Sheet that summarizes all RFC’s which helps the CAB team to understand and evaluate the proposed change
- Provides review of the Change Control Record and all its associated activities and evaluates its compliance with the Change Control Process prior to closure of the change
- Works with Change Owners to ensure Change Control and associated Processes are being followed
- Closes the Change Records
- In case of Planned or Unplanned Service Interruption, ensures the Manual Change Control Process is followed
- Conduct training to Support Teams on Change Management to find gaps and address the same
Problem Management
Cognizant
- Responsible for day to day activities of the Problem Management Process
- Assist Problem Coordinator, Owner, and Analysts wherever needed
- Being an escalation point to ensure timely Problem resolution
- Monitor Problems for proper handling and resolution and intervene driving process forward if ticket is not being handled in a timely fashion
- Conduct problem Management Training to Teams and publish knowledge bytes on process updates
- Audit problem Tickets to ensure the problem Management process is being followed consistently within the team
- Identify process gaps and recommend improvement opportunities to leaders
- Performing trend analysis of incident Tickets to identify potential problem and investigate further
- Help the Team to create proactive problem Record
- Review the issue and granting approval to Teams to create Proactive Problem record
- Review RCA document and follow-up with Teams till closure
- Ensure Problem activities operate in line with defined service level targets
Incident Management
Cognizant
- Incident Management Team monitors all of the Chrysler org P0/P1’s
- Incident Management Team works on p1's related to critical application, plant slowdown etc
- Joining the Technical Bridge and engaging required support Team for assistance
- Hosting the Technical Bridge line for P1 and P0 incidents and engaging Technical Teams
- Initiating Technical chat for p1 incidents with support Teams
- Engaging the PESM (Production Environment Service Manager)
- Following 30 minutes, 60 minutes’ escalation
- Sending Open, update, re-evaluation, open/All Clear notifications to the Management for p1's
- Filling out morning Report Tracker, Page Tracker and PIR tracker
- Working on multiple route tickets to reduce backlogs in order to reduce the time taken to resolve the issue
- Sending Morning report and upload morning report in absence of Team Lead or Manager
- Give KT to new Team members about the process
- Doing quality review on incidents
Associate
Cognizant
- To verify provider demographic details for both Participating and Non-Participating providers under Medicaid HMO Plan
- Make sure claim submitted by providers getting processed on time
Education
MSC - Advanced BioChemistry
University of Madras
01.2012
BSC - BioChemistry
Thiruvalluvar University
01.2008
HSCC - Higher Secondary
Govt. of Tamil Nadu
01.2005
SSLC - Secondary School
Govt. of Tamil Nadu
01.2003
Skills
- Innovation management
- Information management
- Client management
- User access management
- Change management
- Problem management
- Incident management
Disclaimer
I hereby declare that the above details are true to the best of my knowledge and belief.
Languages
- English
- Tamil
Personal Information
- Date of Birth: 06/26/88
- Nationality: Indian
Certification
- Cognizant Certified FronLine Leader
- ITIL Certified
- Lean with Six Sigma Certified
Languages
Tamil
First Language
Timeline
Knowledge Manager
Cognizant
05.2012 - Current
Senior Process Executive
Cognizant
05.2008 - 06.2010
CSI Champion
Cognizant
Change Coordinator
Cognizant Technologies
Problem Management
Cognizant
Incident Management
Cognizant
Associate
Cognizant
MSC - Advanced BioChemistry
University of Madras
BSC - BioChemistry
Thiruvalluvar University
HSCC - Higher Secondary
Govt. of Tamil Nadu
SSLC - Secondary School
Govt. of Tamil Nadu
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