Gowri Shankar R

Experience

• 

  Sutherland Global Services

  Sept 2006 - Mar 2008

  Support Engineer

  • Provided level-1 support for issues related to HP Desktops & Laptops.

• 

  Emerio

  Apr 2008 - Feb 2010

  Sr. System Consultant

  • Provided level-2 support for issues related to Dell commercial computers and servers.• Installed, configured, performed troubleshooting and deployed SP1 for Windows 2003 Servers.• Performed day-to-day administrative functions, backup and restoration, file server maintenance• Created images for various divisions for all desktops and laptops using Ghost.

• 

  Cognizant Technology Solutions

  Mar 2010 - Aug 2015

  Technical Lead - IT IS

  • Led and managed a 70 member team, consisting of 2 Technical Leads, 6 SME’s for Production Support team that handles, Critical Incident management, Release management (minor release like bug fix), Event Monitoring for 1400 servers and 300+ Applications.• Responsible for rapid team expansion providing training and performance evaluations on a regular basis• Created rigorous and comprehensive quality assurance programs to provide timely and quality based customer solutions/implementations.• Administering and managing delivery through all ITIS Application Support team staff and Single-point-of-management-contact for all event management activities• Review the Monitoring process at a high-level, ensure it remains consistent with the customer/organization’s current culture and ITSM strategy and ensure coordination with all other ITSM and IT Infrastructure Management processesAchievements:• Oversaw 100% compliance of meeting SLA's and KPI's in accordance with master services• Increased first call resolution from 75% to 86%.• Maintained Application availability at 99.98% for 2 years by implementing various ways of proactive monitoring.• Successfully completed 2 SOX Audits (yearly audit) with no NC or Observations. • Completed Lean six sigma project on Productivity Standardization and received a project completion certificate• Ramped-up and ramped-down resources across shifts to meet peak demand resulting in 100% adherence to project deadlines.• Achieved 97% resource retention. Show less

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  HCL Technologies

  Sept 2015 - Feb 2017

  Technical Specialist

  • Service Integration and Management (SIAM) as a best practice implemented in a Leading Transport company. SIAM enables organizations to deliver an exceptional customer experience on a global scale through Multi Supplier Integration (MSI).• Setting up the Incident, Event, Knowledge and Problem Management processes and training the Suppliers on adhering the process.• Establishment of measurements and targets to improve the Processes effectiveness and efficiency. Responsible for evaluating the performance of the processes.• Demonstrates accountability, relationship building, effective communication skills, and quality service in the process of collaborating with, supporting, advising, and educating customers and team members on the use of services, handling of sensitive data, and resolving incidents and requests, resulting in meeting or exceeding customer needs, established performance metrics, and efficient, effective, and compliant use of services.• Lead and manage Process Managers and Incident Management team for 24x5 service delivery.• Implement OLAs, as agreed by the Customer, covering interactions between Service Desk and multiple suppliers to support Incident diagnosis, reporting, tracking and resolution.Achievements:• Implemented quality control processes which resulted in 15% increase in case closure rates and reduced customer escalations by 40%. • Maintain 80% of the customers and suppliers at an average CSAT score of 4.0 out of 5.0 • Spearhead on-time delivery of support deliverables with 99% quality. • Achieved 40% productivity savings by introduction on-boarding program for new hires that makes them production ready in 3 weeks from an earlier cycle of 5 weeks. Show less

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  ALSTOM TRANSPORT

  Mar 2017 - Jul 2019

  Deliver management consulting services to partners in the region, using insight and skills that will build a roadmap of future consulting based on recommendations. Provide strategic, unbiased and objective advisory services which assist organizations in migrating their business to be digital ready using automation and process simplification techniques, transforming both productivity and overall performance.Ability to research and analyse data to provide maturity ratings and present observations and recommendations to the clients and set a schedule for implementing improvements.Drive integration activities across the Command Center and support the next generation Command Center Operation ModelWork across functional teams, design, implement and maintain critical procedures utilized by Service Desk, Major Incident and IT Operations functionsLead the Incident Management, Problem investigation and Application Performance Monitoring functions which touch all functional areas of IT and the end-users of AlstomEnd to end responsibility for communication during incidents, driving escalations, investigation and resolution of incidents, ensuring outage updates are timely and of sufficient qualityProvides input into the contractual terms and conditions of the solution (e.g. SLA achievement).Achievements:Onboarded Application Performance Monitoring solutions (Dynatrace) for all critical applications (50+ applications)Implemented Effective Analytical Processing of Multiple Monitoring tools using Python scripts for Command Center Operations Show less Extensive knowledge SIAM process and ensures that new, or changed, service components from internal or external Service Providers are successfully designed, transitioned and integrated into business services by minimises risk of disruption to normal business operations and projects.Responsible for key processes across the IT service towers. Own (and design) processes that impact on all services - including incident, problem and service level management.Ensure that all Projects which deliver new, or changes to existing, IT services deliver smoothly integrated changes. This includes appropriate monitoring, service level management, and updating customer facing documentation.Ensure each Service Provider has effective Business Continuity / Disaster Recovery plans and that there are continuity and disaster recovery plans in place for end-to-end services:Extensive relevant ITIL v3 operational management experience, including management of a matrix organisationExperience of working in a multi-sourced environment with effective and contractual service integration across the suppliers Achievements:8 Service improvement plans completed successfully for process stabilization through CSI activityAble to deliver an improved IT support experience to end users by reducing the LTTR from 15hrs to less than 4 hrs for P1 & P2 incidents.ServiceNow integration with various ITSM tools for Incident & Problem management process Show less

  • Incident Manager

    Oct 2018 - Jul 2019

  • Incident Manager

    Mar 2017 - Sept 2018
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  Ascena Retail Group, Inc.

  Jul 2019 - Mar 2021

  Command Center lead

  Developed and Implemented a centralized Incident and Problem management processes for all ITsupport teamsSuccessfully implemented several Service Improvement Plan targeting Human Error, ChangeManagement and reduction of MTTR which lead to achieve less than 4 hours of MTTR for P1 & P2incidentsUtilize continuous improvement methodologies (e.g. ability to quantify impacts, customer first,waste elimination, increased productivity, iterate quickly, shorten feedback loop, experiencecreating relevant KPIs) to improve the service deliveryLeading the Command Center team, managing conflict, and ensuring the team's processes and tasksare carried out efficiently.Ensured high customer satisfaction on all support related interactions by managing the team to theprocesses and standards outlined in Ascena's Quality Management SystemEnd to end responsibility for communication during incidents, driving escalations, investigation andresolution of incidents, ensuring outage updates are timely and of sufficient quality Show less

• 

  Infosys

  Apr 2021 - now

  · Lead and manage diverse project teams through all project phases, from initiation to closure, ensuring adherence to project scope, timeline, and budget constraints· Coordinate with stakeholders, clients and cross-functional teams to identify project requirements and provide regular updates on project progress, risks and status· Effectively manage project budgets, and track financial performance, achieving an average cost savings of 5%-10% from the margin across all projects Show less · Assisted cross-functional teams in planning, executing and delivering IT projects and ensuring adherence to project scope, budget and timeline.· Developed comprehensive project plans, including defining project objectives, deliverables, milestones, and resource allocation.· Managed project risks and issues, proactively identifying and mitigating potential roadblocks to ensure project success.· Implemented KANBAN methodology, facilitating daily stand-up meetings, and retrospectives to drive efficient project success.· Monitored project progress, prepared status reports, and presented updates to executive management, highlighting key achievements, challenges, and recommended solutions.· Collaborated with stakeholders, including business units, senior management, Show less

  • Project Manager

    Mar 2023 - now

  • Technology Lead

    Apr 2021 - Mar 2023