Sooraj R.

Experience

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  IBM

  Mar 2012 - Apr 2013

  Technical Analyst: Service Desk & Incident Management

  Service Desk: Answer international calls, create Incident tickets and route them to appropriate technical teams.Incident Management: Open/drive bridge calls & engage technical teams during high-severity incidents.Worked for the account BHP Billiton (world’s largest mining company).Point of escalation for all sites, data centers, network and application related incidents.Manage client's IT infrastructure under modules like Incidents and Service Requests.

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  Envestnet | Yodlee

  Aug 2013 - Feb 2014

  Client Services Engineer

  Primarily responsible for Project Coordination.Gather UI requirements/configuration specific to client-need and pass on specifications to development team.Account Management: Train new clients on Yodlee application functionalities and assist them to onboard.Verify the staging and production environment of the applications hosted at Yodlee's end.Perform post-deployment verification.Send out notifications to the clients during service outages/ prior to the scheduled maintenance releases. Closely work with the Implementation team, development team and customers. Submit/Follow-up on tickets raised for application glitches and data discrepancy bugs. Show less

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  FIS

  Jul 2014 - Jan 2016

  Change Management Analyst

  Primarily responsible for Change Management.Review RFC (Request for Change) tickets for process compliance/quality & decide on the approval or rejection.Weekend on-call support: Open bridge calls & engage technical teams for emergency changes/ break-fixes.Coordinate and send out outage/weekend-release notifications to the clients on behalf of technical teams.Work on sharepoint sites to create calendars and schedules, upload minutes of the meeting (MoM).Host weekly change review meetings where changes presented by members will be reviewed/ scrutinized.Update the CMDB repository periodically.Follow-up with technical teams to make sure tasks related to changes are completed within the time window.Validate low-risk change tickets to make sure they satisfy the minimum acceptance criteria.Validate non-production change requests during production freeze window (November mid to January mid). Show less

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  IQVIA

  Aug 2017 - now

  Integrated Projects and Technology Specialist

  Primarily responsible for Configuration and Implementation of ProjectsWork closely with stakeholders within each customer account to identify their workflow processes & business challenges to create a business requirements document & project plan to implement their chosen solution.Coordinate with system partners to finalize designs and confirm requirements.Collaborate with clients from concept through final delivery of product or service.End to end management of implementation phases: requirements gathering, configuration, testing, training, go-live and success criteria.Manage project scope and ensure timely delivery of milestones to ensure alignment with project charter.Prioritize accounts based on outstanding issues, growth opportunity, strategic value & renewal timeframe.Coordinate with senior implementation consultants on high-profile or critical projects.Propose options for improving performance of projects.Coordinate with business & technical teams to understand business needs & translate them into roadmaps. Show less