Sri Shanmukanatha D.

Experience

• 

  HP

  Feb 2006 - Apr 2007

  Application Support Engineer

  Responsibilities:- Provide technical support for WWCisys, which is known as the World Wide Customer Information System, which allows storing all information related to Hewlett Packard customers, such as the addresses for invoicing and delivering, the credit data, the customer profile (annual profit, number of employees, etc.). - Support the Order Management System (for booking orders), with Armada (for invoicing to customers) and many others.- Administer HP MPE servers.- Maintaining Terminations and Propagations script (Password, Server, Email).- Assist users maintaining and admin the database like Adager tools for expanding database, Super tool for running queries and reports as well MIGRATION process from one server to another.- Setup and support WAM as a target system to extract information from the Customer Info Database.- Routine Performance Analysis, Capacity analysis, security audit analysis reports to customer for necessary planned changes.- Support, Manage and Monitor Application and Information Technology Infrastructure (Network devices).Projects or Achievements: - Knowledge Base Refurbishment for RS Team (Jan 2007)Assisted and contributed in redefining documentation for all the supported applications according to recognized standards and system which are critical for operations and also revised out dated system operating procedures. Show less

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  British American Tobacco

  Oct 2007 - Apr 2009

  Senior Global Service Desk Analyst

  Contact, incident and crisis management.- Connect Calls or emails between end markets and support teams.- Record, prioritize, categorize and assign cases.- Implementation of SOPs and studying of Business Process for improvement plan.- Self-awareness trusted and handled confidential documentation such as quotations.- Act as primary point of contact for the Originators of Incidents, enquiries, work orders and potential changes to GSC operational systems and technologies, across all inbound channels (phone, emails, web and SMS).- Correctly classify and prioritize each new Originator contact as an Incident enquiry, work order or potential change.- Correctly allocate the incident, enquiry, work order or potential change to the appropriate resolver group.- Escalate ongoing incidents in line with the relevant SLS(s).- Keeping Originators and other interested parties informed of progress in line with the relevant SLS (s). Show less

• 

  FrieslandCampina

  Apr 2009 - Jan 2010

  SAP Service Desk Admin

  Responsibilities:- Plan, coordinate, and execute hardware and software upgrades. - Serve for Help Desk and Local User Support, overseeing daily support operations and providing assistance on High priority and Complex trouble tickets. - Cultivate and maintain relationships with IT vendors.

• 

  Baker Hughes, a GE company

  May 2010 - Mar 2011

  Information Access Request Admin

  Responsibilities:- Global admin support, handling Global request (add, modify, delete) using Active Directory- Problem Management, Incident management- Researched and developed knowledge-based articles- Support the IT Service Manager in driving continuous improvement into the Service Desk processes- Responsible for assuring users are provided efficient and timely first level support on a 24 7 basis- Act as a point of contact for all internal users reporting or highlighting issues with systems or equipment, installs of basic applications and scripts Show less

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  Chartis Technology & Opearations Management (CTOM) (M) Pvt. Ltd.

  Apr 2011 - Sept 2012

  Security Business Analyst

  Sister company of AIGSS (M) Pvt. Ltd.Responsibilities:- Support the provisioning of accesses into the IT Application.- Establish, maintain and monitor policies and procedures which promote the secure and uninterrupted operation of all data processing systems. - Assign access to information and transactions as defined by the owner of the information.- Monitor all security activities on all systems and maintain security policies and procedures for systems software.- Create and maintain user Id’s on all systems. Review and deliver access as required. Show less

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  AIG Global Services (Malaysia)

  Oct 2012 - Feb 2014

  Team Lead - Logical User Access

  Responsibilities: - Subject Method Expert for the team as well as managing the team and SLA- Assisting in creating knowledge base for end users as well as analysts and providing training - Monitoring KPI performance and setting goals for the team / individuals- Creating solutions in Knowledge base, handling queue assignment and managing workflow issues - Generate Reports / Reports Management- Prepare SOW for new business requirements- Key focal point between the Operations team and the Business Partners in order to deliver business objectives and goals.- Support the provisioning of access into the IT Application.- Establish, maintain and monitor policies and procedures which promote the secure and uninterrupted operation of all data processing systems. - Assign access to information and transactions as defined by the owner of the information.- Monitor all security activities on all systems and maintain security policies and procedures for systems software.Projects or Achievements: + Crisis Management for Manila Business Security Administrators (Oct 2013)- Worked with the Manila based Business Security Admins during the overload of requests at their end due to new clients / entities / end markets. Acted as the single point of contact for communication with the Manila team as well as leveraging the tasks for the Logical Access Unit team in AIGSS KL.- Engineered a new tracking system to keep tabs on the issues that were undertaken from the Manila team and provide timely update to end market. Successfully prepared working materials / manuals for the ease of team members on the interim applications / processes which were supported. Show less

• 

  Shell

  Jul 2014 - Jul 2016

  Responsibilities:- Responsible for organizing, supporting, and assisting the Continuous Improvement program in Upstream EAM.- To assess organizational development needs of business operations and functional units to ensure continuous quality improvement processes- Continuously review and refine processes and plans for improvements by collecting and interpreting data and by developing recommendations and presenting summary findings to department leadership.- Planning and organizing specific performance metrics for continuous improvement events, conducting and assisting with continuous improvement events, assisting with measuring the achievements of the continuous improvement initiatives and assisting with continuous improvement assessment.- Prepare SOW for new business requirements and act as a key focal point between Operations and business Partners to deliver business objectives and goals.- Develop solutions to organizational issues and concerns, and develops organized change strategies and plans and/or conducts training for project implementation.- Establish and document processes that support the continuous improvement of sound business practices- Monitor and support the continuous improvement program initiative for all locations- Assist to identify cost reduction opportunities and long-term improvement opportunitiesProjects or Achievements: - Standardized the Process Documents and Reference Materials (SharePoint pages)Contributed in preparing standardized SOPs for daily operating tasks of the Upstream Security Team. Performed clean-up of the SharePoint pages according to company data recording and retention policy. - Transition of service to IBM Bangalore team Act as the point of contacts for issues and escalation points revolving around security team operation. Attended meetings with support groups to align their expectations and ensure security team would be able to deliver the required level of service. Show less Responsibilities:• Implement , document and ensure all development & support work is carried out as per the procedures for SOX and audit compliance• Manage support issues and ensure that opened tickets are assigned to team members and completed.• Ensure Service level agreements are met in a timely manner• Recruit , train , develop and manage the entire team.• Manage any relevant projects relating to Access security Responsible for new tools/applications within Upstream International which have security implications.• Ensure sound and appropriate challenge on any proposed access security / role changes.• Ensure Access security team resources and expenditure are in line with agreed budgets• Provide appropriate learning and development opportunities for Access security team members.• Transition local security activities and manage all user administration and any business related security issues• Ensure all documented procedures are being correct followed for audit & sox compliance• Liaising with the local controllers / Governance Risk and Assurance team to resolve segregation of duty issues. Show less

  • Continuous Improvement Analyst - Upstream EAM

    Dec 2015 - Jul 2016

  • Team Lead - ERP SAP Security

    Jul 2014 - Nov 2015
• 

  SWIFT

  Dec 2016 - now

  Responsibilities:- People management responsibilities including working with employees on career development.- Coach on the job and actively involve team members to ensure inclining skills development. - Lead the development of automation tools (macros, scripts, excel formula, ..) within the team to achieve our Continuous Service Improvement objectives. - Oversee the automation projects to reduce toil and improve process efficiency.- Maintain and evolve the DailyOps data roadmap based on stakeholder feedback, industry challenges and evolving technologies/tools.- Conduct performance evaluations, provide feedback and coaching, and create action plans to improve performance.- Analyze and report on key performance metrics to track team performance and identify areas for improvement.- Ensure compliance with company policies and procedures. Show less Responsibilities:- Oversee proper execution of day-to-day event management and operational activities on systems that may include configuration changes, testing of software platforms and/or contribution to maintenance and upgrade projects.- Act as a technical authority within the team: being capable of understanding all area of the job and to provide assistance to other team members to resolve day to day issues.- Act as a POC for external stakeholders to onboard new activities within the team, review operational procedures, access rights, agree and document expected output and escalation path.- Contribute to performance assessment of team members by reporting on a regular basis to the team Manager the observed performances. - Drive and follow-up the resolution of complex issues by investigating and devising solutions for systems/operations in accordance with service level agreements. - Own the technical level interactions with IT infrastructure, network services, software systems engineering and /or applications development in order to restore availability of services and/or identify root cause of complex problems. - Review previous shift hand-over report and assess quality (report deviation), ensure sufficient shift coverage, ensure quality of assigned shift hand-over report, ensure shift tasks are all executed and quality controls are fulfilled. - Ensure user satisfaction by executing preventive maintenance, timely fulfillment of service requests and applying quickly identified fixes for problems. - Review complex problem situations and identify preventive measures / improvements to processes, procedures or tools and implement these as required. - Actively drive the review of documented procedures (Standard Operating Procedures), ensure they are still up-to-date and relevant, drive update and review cycles. - Actively review documented incidents / problems in ticketing system and follow-up with assigned analyst until closure. Show less The Daily Operations team is in charge of monitoring, event management and systems operations on most Enterprise systems at SWIFT. The team operates in a single location in MY in a "follow the sun" model to warranty a 24/7 coverage. - Mainly responsible for monitoring and performing first line recovery for IT infrastructure and applications - React to alerts, escalate incidents, document adequately in the ticketing system and follow up until closure.- Involve in data center administration and management; CCTV monitoring, alarm handling, hardware installations, structured cabling and liaising with vendors on maintenance activities.- Perform user administration activities to ensure logical access rights applied for end user and execute audit control activities for critical systems and applications.- Manage and coordinate the problem and change management process by coordinating with cross-functional teams.- Periodically review process documentation and knowledge base to ensure the content is up-to-date.- Perform SAP Transport as per daily basis requirement and Daily Coordinator Plan (DCP) sent by user. Show less

  • Manager - Daily Operations

    Jan 2020 - now

  • Senior Operations Specialist

    May 2018 - Dec 2019

  • Operations Specialist

    Dec 2016 - Apr 2018