Technical Lead
Cognizant Technology Solutions
Total years of experience :16 years, 11 Months
Leading a Service Desk team of 25 FTE’s who handle L1 technical issues on Client’s Hardware, installing software’s, Windows, Mac, User accesses, Account Management, Active directory, Remote Desktop Management, VPN, BES, iPhone & iPad issues, Malware issues as part of the Incident Management & Request fulfillment process. Given an additional responsibility to lead apps DBA team.
Responsible for responding to client escalations as L2 Process Lead
Coordinating operations of Incident, Change & Problem Management Process.
Validating Problems, investigation root cause and known errors, defining action items.
Liaising with relevant Capability Support Teams to ensure swift resolution of Problems
Managing the KEDB and being responsible for all updates
Ensuring appropriate process documentations are available to support the process
Reviewing CI’s, Knowledge Base and generating reports.
Maintaining the integrity of CMDB as per the Configuration Management Process
Reviewing all logged Incidents, Changes and track Impact, Risk Analysis, planning and scheduling
Participate in Emergency CAB (ECAB) meetings for all Urgent / Emergency RFCs
Post problem reviews & corrective action tracking
Coordinating with Change Managers & Problem Managers to review the process & ensure process meets the requirements.
Communicating process changes to teams as & when appropriate to ensure awareness
Producing regular and accurate Management reports to be provided to Senior Management
Providing inputs to the ongoing Service Improvement Plans
Responsible for sending companywide notifications on Outages
Conducting refresher trainings & new hire trainings.
Given an additional responsibility of leading a team of 4 apps DBA’s who handle L1 & L2 oracle database support. Primary work being refreshing of all non-prod environment after every successful release. Implementing the changes being requested by development teams. Ensure Zero downtime of database while applying the db changes to all non-prod environments. Setting up CDC on Ware House environments. Ensure zero errors in non-prod that the changes when applied to production executes without any issues.
Keeping tracker on environment refresh dates, implementation dates. Assigning work items among the team.
Attend weekly meeting with client manager on upcoming tasks and progress accordingly.
Troubleshooting incidents in a Voice & Remote support environment.
Providing First Level Resolution for users with issues on Dell Desktops & Laptops.
As a dispatcher specialist ensuring replacement parts assigned by agents are approved with thorough troubleshooting and also maintaining the dispatch return rate are well within SLA.
As a resolution expert was assigned the role of reaching out to users for unresolved issues and for providing approval to agents on system replacements.
Futher as Technical Support Supervisor, managed a team of 12 per shift providing guidance and solutions to agents. Tracking up team statistics on various SLA parameters.