Dinesh Kumaran

Experience

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  Standard Chartered

  Sept 2010 - May 2011

  Customer Relation Manager

  Customer account managementCross Selling Products - Upselling customers with multiple insurance products, credit cards, personal loans, mortgage auto insurance.Report generation on operations and target status.Ticket Logging, Customer account maintenance

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  Cognizant

  Jun 2011 - Dec 2019

  ITSM and ITIL Framework model, Software Development Life Cycle, AgileInvolved in End to end transition, study, stabilise and transformation modulesEnvironment Delivery Manager(Cloud SAP): Managing the cloud environments for the entire testing phases, Providing end to end Infrastructure support for the testing community QE&A, delivering the service for all major project & operational releases, Maintaining & provisioning the environments based on the customer requirement, Plan for the entire testing calendar, Delivering & Supporting Functional Regression testing, Functional Integration testing, Fix on Fail and Performance phases, Delivery reports, Deploying the required builds, transports & codes into systems. Project Management- Estimating cost budgets for the release including resources and people aligning, Delivery reports, Revenue Invoicing, Resource management, Client presentations, Project Bidding, Escalation handling, Revenue forecasting, Service recommendations Show less Account - Qatar Islamic BankRole: Project Transition and Hypercare Support Lead for Incident managementResponsibilities: Covered the new launch of thriving banking application T24 for the customer. Handled the Incident management and Service desk team during the critical plight of this launch.Enhanced their Incident management process and implemented the industry best practice ITIL process for their BAU operations. Implemented service improvement plans for their existing ticket handling teams by documenting the new process along with the T24 summary on their KEDB Show less IT Service Operations Expert, Change Manager - Handled Normal, Standard, Planned, Emergency and Latent changes, Clock Change Activities, Disaster Recovery Activities, Mainframe Changes, Reviewing, analyzing & approving the change request, Control over change requests, Driving ECAB & CAB meeting for change updates & review discussions, Coordinating DR activitiesMajor Incident Manager - Driven high Severity Incidents, bridge calls with different technical teams, Service Managers, Clients & Third Parties. Initiating RCA Analysis, regular updates on P1 issues, Documenting P1’s & RCA’s in the KEDB, Incident Queue Management, Quick service restoration adhering to SLA.Problem Management - Problem Diagnosis & Resolution, Error Control, Problem Closure & Evaluation, Problem Management Reporting, Pro-active PR’s for incident reduction. Managing the Known Error Database (KEDB) updating known errors & work around.Service Desk, Production control Operations & Infrastructure monitoring- Incident follow ups, queue monitoring, Monitoring Servers, Business Applications, H/W & S/W devices, Network Devices via Netcool Tool, Active Directory Administration, Performing health checks related to Applications, Show less

  • IT Consultant

    Mar 2019 - Dec 2019

  • Environment Delivery Manager

    Nov 2018 - Feb 2019

  • Delivery Excellence

    Aug 2017 - Oct 2018

  • Environment Delivery Manager

    Jun 2016 - Jul 2017

  • Transformation Consultant

    Jun 2016 - Jun 2017

  • Technical Lead

    Feb 2016 - May 2016

  • Technical Lead

    Jun 2011 - Jan 2016
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  Qualitest

  Dec 2019 - Sept 2023

  Environment Delivery Manager