Mail: adi5b3@r.postjobfree.com Mobile #: 91-988*******

1

SARANYA.S

Objective

To work for a pioneering technology, where my profile comes as a challenge in the industry of Information Technology Enabled Services and to make best use of my capabilities and contribute, learn and grow in the organization where I work, thereby involving in a mutually beneficial relationship. Total Work Experience

6 years of overall work experience in IT (Incident Management/Product Management/Service Management) Skill Set & Expertise in:

ITIL : Hands on experience on ITIL

Incident Management : Major Incidents (P1 and P2)

Service Management : Process Manager

HCM : Product Coordinator

Marketing : Promotion(Online&Offline),Branding,Community Engagement and Business Development.

● A result oriented profession with rich experience in Infrastructure Service, Community Engagement, Product Development, Business Development Marketing, Promotion (Online & Offline) and Branding.

● Expertise in building team and forming a big network using Process flow models.

● Expertise in preparing and tracking weekly report, monthly analysis report, proposal and strategy.

● Highly motivated team player with excellent communication, presentation and interpersonal skills, always willing to work in challenging and cross-platform environment. Profile Overview

Cognizant Technology Solutions – Apr 2018 to March 2019 Technical Lead - Service Management (Infra based Technical Services)

Manages and maintains the IT Service Management function and roadmap for Distribution and Manufacturing encompassing such processes as Incident, Request, Change, Configuration, Problem and Service Level Management.

Ensuring that service management policies, processes and procedures documentation is created, updated and maintained as well as communicating IT service management strategy, process and procedures across Distribution and Manufacturing.

Develops, Monitors, and reviews monthly reports for all ITSM Incident Management incidents and tickets reported by customers; ensures consistent, timely and effective response for all IT service requests from customers; monitors the quality and consistency of work delivered by staff, and information logged in ticket tracking system; and defines and specifies technical tools and systems needed to effectively record and manage incidents and service requests.

Planning and managing support for incident management tools and processes.

Coordinating interfaces between incident management and other service management processes.

Monitoring the effectiveness of incident management and making recommendations for improvement.

Developing and maintaining the incident management systems. Mail: adi5b3@r.postjobfree.com Mobile #: 91-988******* 2

ADP – Apr 2016 to June 2017

Specialist - Product Management (Product based Technical Services)

Producing management information, including KPIs and reports for the operation team as needed.

Ensures post-review of major problems.

Ensures reactive and proactive management of IT problems and known errors.

Coordinates efforts of all Problem Analysts, including suppliers and external teams, to ensure timely resolution of problems

Owns the Known Error Database and ensures its maintenance

Involved working closely with both the local and global delivery units and account service teams.

Gathering information on product issues, conducting analysis and recommending solutions on product queries.

To organize and create structure out of sometimes ambiguous problems.

Investigate customer reported issues and provide insightful steps toward resolutions.

Identified and implemented improvements to services by enhancing the linkage with other ITSM services.

HCL Technologies – Nov 2014 to Apr 2016

Senior IT Analyst – Major Incident Management (Infra based Technical Services)

Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible.

Document troubleshooting steps and service restoration details. Create and submit knowledge articles.

Provide specialized investigation and diagnosis of all Incidents and Service Requests.

Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process.

Responsible for communicating with the Incident Process Owner.

Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.

Monitor the incidents to ensure that the Service Level Agreement are respected.

Identify, initiate, schedule and conduct incident reviews.

Ensure the closure of all resolved and end-user confirmed Incident records.

Shift Lead – Helps in resolving the request within SLA’s and responsible for managing daily/weekly/monthly performance report.

Mail: adi5b3@r.postjobfree.com Mobile #: 91-988******* 3

Cognizant Technology Solutions – Jun 2012 to Nov 2014 System Executive - Incident Management (Infra based Technical Services)

Driving the efficiency and effectiveness of the incident management process

Producing management information, including KPIs and reports

Monitoring the effectiveness of incident management and making recommendations for improvement

Driving, developing, managing and maintaining the major incident process and associated procedures

Ensuring that all IT teams follow the incident management process for every incident

Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible

Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements

Create and submit knowledge articles

Real time acknowledgement and ownership of IT infrastructure high severity alerts.

ITIL Incident Management Coordinator.

Education

Women’s Christian College – BCA

T.S.T Rajah Mat Hr. Sec School – HSC

Additional Qualification

Certified in External ITIL V3 Foundation (Cognex Solutions) Personal Details

Name : S.Saranya

Date of birth : 18.05.1992

Age : 26

Marital Status : Single

Languages Known : English (Expert) & Tamil (Mother Tongue) Address : 89/59 Janaki Ammal Estate, Kaladipet, Chennai -19 Hobbies : Reading Books & Writing.

Declaration

I hereby declare that all the above mentioned information are true and correct to the best of my knowledge and belief.

Place: Chennai Yours Sincerely

Date: Saranya. S

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