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Application/Production support

Location:
Hanover, New Jersey, 07981, United States
Salary:
90000
Posted:
December 28, 2017

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Resume:

SASIREKHA GIRIDARAN

IMMIGRATION STATUS: GREEN CARD

Sasirekha has 3 years of diverse experience in Information Technology and Infrastructure (ITIS), which includes Incident Management, Application Management, Problem Management, and Change Management. She also has experience with extensive subject matter expertise on Information Technology and Infrastructure Library (ITIL) concepts. She worked with Incident management tools which include PacMn, BMC remedy, etc., and job scheduling tool like Autosys and have a hands on experience in UNIX and SQL.

She worked with clients including Sears Holdings Corporation, AstraZeneca, The Hartford and Northern Trust. Her core domain skills include Retail and Hospitality, pharmaceutical Industry, Insurance and Banking Sectors.

She is a Cognizant Certified professional in ITILV3 concepts and Six Sigma. She is also certified in J2EE programming from CSC.

She received Champion of the month and Star of the Quarter awards during her tenure with Cognizant Technology solutions.

Incident Management

Request Fulfillment

Access Management

Problem management

IT Operation Control

Application Management

Change Management

EDUCATIONAL DETAILS

School/College

University/Education

Year of Passing

Senior Secondary (SSLC), 10th

Asan Memorial Senior Secondary School, Central Board of Secondary Education (CBSE)

2004

Higher Secondary School, 12th

Vidyodaya Higher Secondary School, Tamilnadu state board

2006

Bachelors of Science in Computer Science

Women’s Christian College, Madras University

2009

Master of Business Administration in Systems

Madras University

2011

PROFESSIONAL DETAILS

Designation

Company Name

From

To

Systems Executive

Cognizant Technology Solutions India Pvt Ltd.

April-2010

April-2013

PROFESSIONAL SUMMARY

3 Years of experience in Incident management, Application Support and ITIL Management and coordination.

Hands on Experience in resolving and monitoring incidents and reducing tickets backlog for assigned applications in the portfolio.

Meeting established service level agreements by criticality of applications

Contributes to effective problem management to solve the root cause of outages through effective problem management in the Tool.

Providing high level of technical expertise in remediation of incidents.

Ensures adherence to application delivery/change process on all fixes. Works effectively with change management team to adhere to the process.

A good team player driven with effective communication and presentation skills.

Skillful in prioritizing, planning and organizing to meet multiple deadlines.

Quick learner, get adjusted to the environment in very short period of time.

Ability to handle various projects and complete within limited period.

Good communication skills, ability to work well with cross-functional teams

Strong analytical abilities, and can perform well both independently and as a team player.

Good Exposure in Production Support for .Net technology with SQL database.

Strong analytical, leadership and problem solving skills.

Knowledgeable in ITIL process.

Good Knowledge in creating the Standard Operating Procedures (SOPs).

Having knowledge in Testing as a part of pre and post deployment activities.

Holds good knowledge in writing SQL and UNIX queries.

CLIENTS EXPERIENCE

PROJECT PROFILE:

Project Title

Northern Trust

Duration

5 Months

Location

India

Team Size

7

Role

Team Member

Tools Used

BMC Remedy, Autosys

PROJECT DESCRIPTION:

The Northern trust project is a Banking unit which has 42 diversified applications under its portfolio. Application monitoring is performed periodically to identify any issues. If any issue is identified during monitoring, incident is logged accordingly and the team works on the issue to resolve the incident. Performing Root Cause Analysis for the issues raised and reports the trend analysis.

CLIENT DESCRIPTION:

The Northern Trust Corporation is an American international financial services company headquartered in Chicago, Illinois. It provides investment management, asset and fund administration, fiduciary and banking services through a network of 85 offices in 18 U.S. states and 20 international offices in North America, Europe and the Asia-Pacific region.

ROLES AND RESPONSIBILITIES IN THE PROJECT:

Closely monitoring the application in UNIX operating environment for an issue.

Incident is logged in remedy if any issue is identified during monitoring the application and closely analyze and resolve the issue in the application.

Root cause for the new issues is captured in a separate file for future reference for the team.

Strictly adhering to the process followed and updating the clients with the current status of the issue.

Troubleshooting the incidents remotely and resolving the incidents raised by end users.

Co-ordinate a rapid and effective cross-sectional response to major incidents including escalation, follow-through, dissemination of workarounds, or resolution advice and closure.

Testing the application after critical patch updates and reference updates.

To effectively follow the ITIL principles for any incidents and record first time fixes in a knowledge management database whenever applicable.

Attending conference and calibration calls with clients discussing the latest issues in the application/infrastructure.

Maintaining the job scheduling database for the automated scheduling system to schedule the execution of application and support batch jobs

Performing additions, changes, or deletions to the scheduled batch workload as authorized by the application developers or technical support teams.

Monitoring the execution of scheduled batch cycles in Autosys to scheduling requirements, including identifying and investigating overdue jobs.

Assisting the application team in performing problem identification and resolution including production batch restarts and reruns and JOB failures

Scheduling the Batch jobs on Autosys PRODUCTION and TEST Servers according to the request of the clients

PROJECT PROFILE:

Project Title

The Hartford

Duration

13 Months

Location

India

Team Size

6

Role

Team Lead

Tools Used

BMC Remedy

PROJECT DESCRIPTION:

The Hartford is an Insurance unit which has 29 applications to support its End to End business Transactions on its P&C lines of business. The main role of this team is to monitor the applications and mid tier servers and resolve the issues which are raised as an incident by the client. Performing Root Cause Analysis for the issues raised and reports the trend analysis. This is done through the problem and incident management tool called BMC Remedy. The tool is a client based tool accessed through Citrix network.

CLIENT DESCRIPTION:

The Hartford is a United States-based investment and insurance company that is part of the Fortune 500 list Headquartered in Hartford, Connecticut. The Hartford is the 12th-largest property and casualty company in the United States; The Hartford sells its products primarily through a network of agents and brokers, and has been the direct auto and home insurance writer for members of AARP (formerly the American Association of Retired Persons) for more than 25 years.

ROLES AND RESPONSIBILITIES IN THE PROJECT:

Monitoring the Midtier servers closely for any issues and updating the property files periodically in SQL database.

Monitoring the Midtier Servers during outage

Check the migrated file count regularly from the SQL database and report in case of slow down.

Preparing reports which contains the list of files migrated and sharing the report to the client in the daily basis.

Identify the error in the application code when there is a priority issue

Involved in deployment for a minor code change for application change functionality

Deliver cost-effective IT service & target 99.9% systems availability with agreed SLA's.

Develop & Implement IT Strategy in line with corporate strategy.

Creating the tickets using incident management.

End-to-End responsibility for a tickets raised

Review & assign new incoming requests to resources

Attend weekly resourcing meetings and help manage and balance the workload of the team.

Motivate team by initiating new ideas, and evaluate the SOPs and get it approved by Clients

Preparing monthly and weekly dashboards.

Monitoring the team to ensure the client deliverables falls within SLA period in order to avoid escalations.

Have hands on experience in Incident Management, Change Management, Problem Management

Maintain the Project Plan as per the Project manager requirement in the backend tool BEN

Monitoring Performance logs

Monitoring the team and process which is going in the right path and ensuring the smooth function of entire process

Training the new resources about the process and its work flow.

PROJECT PROFILE:

Project Title

AstraZeneca

Duration

12 months

Location

India

Team Size

7

Role

Application support analyst

Tools Used

BMC remedy, BEN

PROJECT DESCRIPTION:

This project is mainly for monitoring the application related issues. Application monitoring is performed periodically to identify any issues. If any issues are identified in the application, high priority incidents are logged and notification is sent to business users with an update on regular basis until the issue is resolved.

CLIENT DESCRIPTION:

AstraZeneca is a British-Swedish multinational pharmaceutical and biologics company headquartered in Cambridge, United Kingdom. It is the world's seventh-largest pharmaceutical company measured by 2012 prescription drug sales and has operations in over 100 countries.

ROLES AND RESPONSIBILITIES IN THE PROJECT:

Creating the Project plan in MSP and allocating the resource in the right project and the duration of the project.

Maintain the Project Plan as per the Project manager requirement in the backend tool BEN.

Monitoring Performance logs, the team and process which is going in the right path and ensuring the smooth function of entire process

Co-ordinate a rapid and effective cross-sectional response to major incidents including escalation, follow-through, dissemination of workarounds, or resolution advice and closure.

Testing the application after critical patch updates and reference updates.

To conduct detailed analyses of data gathered via the Service Management process in order to identify underlying issues and to develop effective responses aimed at improving or eliminating such issues.

To effectively follow the ITIL principles for any incidents and record first time fixes in a knowledge management database whenever applicable.

Interacts with the clients and solves the query on time managing client’s expectation.

Create, automate and verify the reports and project documents.

Training the new resources about the process and its work flow.

Analyzing and resolving the issue in the application if any failures occur.

Communicates effectively with the client and following up the client to find the solution of the issue raised.

Coordinating with the development and the testing team understanding the requirement of the project

Skilled with SQL queries – select, update, delete on tables and UNIX commands.

Hands on experience in Share point applications in extracting reports from the application.

Creating good rapport with the end to end teams and clients.

Motivating the team by initiation the new ideas.

Have knowledge in Software Development Cycle and analyses the requirements gathered for the project

Sounds good in MS-Excel, PowerPoint and MS-Word. Have automated reports using MS-Excel and created presentation to the client using PowerPoint.

Evaluating the SOPs and getting it approved by the client.

Preparing monthly and weekly dashboards.

Monitoring the team to ensure the client deliverables falls within SLA period in order to avoid escalations

Training the new resources about the process and its work flow.

PROJECT PROFILE:

Project Title

Sears Holdings Corporation

Duration

5 months

Location

India

Team Size

7

Role

Team Member

Tools Used

PacMn

PROJECT DESCRIPTION:

TCO (Total Case Ownership) Team is a part of Sears Holding Corporation. The main role of this team is to perform ticket audits for the tickets raised by the service desk associates. Performing Root Cause Analysis for the cases and report the trend analysis. This is done through the problem and incident management tool called PacMn. The tool is a client based tool accessed through Citrix network

CLIENT DESCRIPTION:

Sears Holdings Corporation is an American holding company headquartered in Hoffman Estates, Illinois. It is the owner of retail store brands Sears and Kmart, and was founded after the latter purchased the former in 2005.Sears Holdings owns the brands Craftsman, Kenmore, and DieHard. Sears Holdings operates 1,672 retail locations under the mastheads of Sears, Kmart, and their subsidiaries, such as auto centers and pharmacies. As of 2014, it is the 18th largest retailer in the United States.

ROLES AND RESPONSIBILITIES IN THE PROJECT:

Resolving and monitoring incidents and reducing tickets backlog for assigned applications in the portfolio.

Responsible for meeting established service level agreements by criticality of applications.

Contributes to effective problem management to solve the root cause of outages through effective problem management.

Actively involved in creation of PBI documentation associated with Problem Management.

Provide a high level of technical expertise in remediation of incidents.

Ensures adherence to application delivery/change process on all fixes. Works effectively with change management team to adhere to the process.

ACHIEVEMENTS

“Champion of the month” award in Cognizant Technologies

“Star of the quarter “award in Cognizant Technologies

TECHNICAL SKILLS:

Hardware

Pentium

Operating System

Windows NT, Windows 2000, Windows XP,Vista, windows 07,Unix,Dos

Programming Languages

Java, C, C++,VB,HTML

Other Tools

PacMn, BMC remedy, Service Now

Contact: 1+571-***-****



Contact this candidate