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Manager Service

Location:
Coimbatore, Tamil Nadu, India
Posted:
May 16, 2020

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Resume:

Hemambika

***, *** ****** *********, ***********

Coimbatore 641012

Mobile: +91-959******* Email: adc89v@r.postjobfree.com

IT Operation Manager / Process Manager

A qualified Technocrat and a dynamic IT Professional having rich and insightful experience of 4 years, seeking leadership challenges for IT Services delivery

Profile Highlights

Extensive experience in Project Operational Management involving Initiation, Requirement Finalization, Project Scoping, Planning (Estimation, Scheduling & Milestones), Quality & KPI, Execution Control and Delivery within agreed timeline and designed Quality, Customer relationship, Metrics Management.

Equal experience in Application Support Management through Incident Management, Study & Analysis of Problem Tickets/Change requests, Impact Analysis and Specification corrections (if necessary), Change Finalization and Design, Change Management.

Similar experience of IT Service Delivery Management through Communication & Coordination with all stake holders for clarification and meeting Business Demands; Service Desk, Incident and Problem Management; Change Request review, finalization and Change Management; Planning & Provisioning of Schedule, Resources & Team

A competent Process Champion in driving the performance excellence with analytical, problem solving, communication & interpersonal skills

Training & Certifications

ITIL (Foundation) in (ITSM)

L ean Six Sigma GB certified

Career Graph

Cognizant Technology Solutions, Coimbatore

Process Manager (Jan 2016 onwards)

Responsibilities:

Reported to the Associate Director and Managing end-end process in critical internal projects, ensuring achievement of service level objectives.

Managing 2 projects simultaneously, ensuring the better performance of process management and customer saticfaction.

Managing the SLA for offshore and onsite team and reporting to Customer on weekly Governance call.

Engaged in the process owner who takes care of any changes in Remedy for Incident, Problem, Change and Request Management for better performance of solutions, ensuring customer satisfaction and better relationship.

Preparing weekly and monthly governance deck and presented to customer.

Managing multiple functions including monitoring KPI, resolution of escalations, Asset & Infrastructure management and coordination for Business Continuity & Availability plans.

Continual Service Improvement in engagements which include Service Transformation Programs, Projects using methodologies like Lean, Six Sigma.

Ensure compliance with ISO 20000 standard and IT IS Process.

Spearheaded the ISO 20000 audit twice in the current project.

Works with Tower Heads and Operational Managers to identify and implement process improvement in order to increase effectiveness and enable offshore targets.

Spearheaded all the Internal and external audits.

Drive definition and implementation of corrective actions to completion after audit findings.

Measure and report process adherence to ensure that the guidelines and standards are adhered to and customer SLAs are achieved.

Performing daily team administration routines as well as team development initiatives like Process Training for higher retention.

Achievements:

Recognized with “Process Champion” Award for 2018 from CIO of Cognizant.

Recognized as “Star of the Year” in 2019.

Received “Above and beyond” award for Q1 & Q3 2017 and Q1’2018 in CIS salutations.

Education

B.E. (Computer Science), from SNS College of Technology, Anna University, Chennai (2015) with (7.3/10)

Personal Particulars

Date of birth: 31-12-1993

Languages known: English, Tamil and Telugu

Nationality: Indian

Passport No: N6357647 (valid till 25/02/2026)

(Note: Please refer to the Annexure for project details)

ANNEXURE

SELECT PROJECT DETAILS OF HEMAMBIKA SAMPATH

Project

Wright Medical Technologies

Organization

Cognizant Technology Solutions, Coimbatore

Duration

4 year and 3 months

Team Size

63

Environment

Handling operations of ServiceDesk/Monitoring team Active Directory/password reset self help tool/Avaya/Avaya CMS/Nice/ Reporting Metrics to customer and Cognizant management

Details

End to End deal from Life science project. We maintain all the towers with the help of L3. We have Windows, Storage and Back up, VMWARE, Citrix, AS400, Exchange, Service Desk and L1.5 Monitoring team. My Team act as horizontal for all the technology towers (SD and L1.5 Monitoring team)

Role

Process Champion/Incident Manager

Responsibilities

Process POC for Coimbatore location, Preparing and reporting the metrics to clients in the form of Governance. Presenting the IT IS top management with the monthly project management review (PMR) and making the L3 present their respective data on a weekly basis. Handling audits with internal and external ISO auditors. Vendor management for ensuring all the required hardware is available, maintain the ISP of customers to ensure the there is no network issue for customer. Running the critsit call to ensure the system is up before the specified SLA. Presenting the metrics data to customer CIO during the bi weekly connect. Risk Management.

Project

Medidata

Organization

Cognizant Technology Solutions, Coimbatore

Duration

6 Months

Team Size

106

Environment

Customers are Pharma Companies(10 dedicated and 100+ shared), Hospital staff, Doctors, & Patients. Voice Support 8 Languages and Non-voice (email/Web tickets, Chats); 4 tracks (EOS, GAM, CIRT, L1 Support(Voice/Non-Voice) )

Details

First Level Customer Support for Clinical Trials workflow products (B2C). End to End deal from Life science project. We provide products and service Solutions for Clinical Trials.

Role

Process Manager

Responsibilities

Process POC for Coimbatore location, Preparing and reporting the metrics to clients in the form of Governance. Presenting the IT IS top management with the monthly project management review (PMR) and making the L3 present their respective data on a weekly basis. Handling audits with internal and external ISO auditors. Vendor management for ensuring all the required hardware is available, maintain the ISP of customers to ensure the there is no network issue for customer. Presenting the metrics data to customer CIO during the bi weekly connect. Risk Management.

Areas of Expertise

IT Operation Management

IT Service Management (ITIL)

Problem/Incident Management

Client Engagement/Satisfaction

Change Management

Asset & Capacity Management

Technical Skills

Hardware: Desktop, Notebook, Avaya

Operating Systems: Windows 98/ME/2000/NT/XP/Vista

Languages: C, Python

Framework: ITIL

Utilitiy: MS Office Suite, Service Now



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