Sowmya Sridharan Email and Phone Number

As Production Service Manager, implementing and coordinating with service management, process definition, and vendor management are few prime responsibilities.Perform compliance and audit functions with regulators and IA. Assist with troubleshooting and issue resolution relating to current applications, providing assistance to the development.Provide support to the business during day-to-day activities and ad-hoc requests.Responsible for building and maintain monitoring observability tools like Grafana, Evolven, splunk and Kibana dashboards under the infusion of Site reliability engineering. As a member of SRE commitee, we help to build automation, toil elimination and monitoring. In charge of building Eye on Glass and E2E monitoring (single screen command center) as part of major APAC citi solution command center initative.Assist with planning and testing of credit initiation application, configuration, and database changes and installation of upgrades and patches. Planning and development of monitoring and operations analytics projects for SG, HK and NAM.Leading Interface Automation and Governance, Incident category Analysis Automation using python, Appdynamics self healing, ITRS interface server build monitoring.

Core DeliverablePerforms in-depth investigation on identifying the Root Cause of Major Incidents thereby addressing the Service disruptions reported within Citi Infrastructure.Assess the Service Availability of various services offered to customers based on the outages reported during the month.Provide inputs and conduct Service Quality meetings inviting stakeholders from all businesses to review and assess the weekly performance/highlights and Areas of improvement.Key AchievementsFast track SIP - targeted to achieve service improvement within 90 daysRegulatory Reporting for Hong Kong Monetary Authority (HKMA) and CBNA tracker

Responsible for the effective implementation of the process "DCTN team” and Incident Management” and carries out the respective reporting procedure.Represent the first stage of escalation for Incidents, should these not be resolvable within the agreed Service LevelsDedicated Problem and complaint managementAnalysing the IS complaint and escalations triggered for the respective team/individuals Regular review meetings with clients to know about their expectation and to explore the progress of teams Structured gap analysis and proactive measurements format are created to each escalation and complaint in order to minute the SLA avoid

Dedicated Problem and complaint managementAnalysing the IS complaint and escalations triggered for the respective team/individuals Regular review meetings with clients to know about their expectation and to explore the progress of teams Structured gap analysis and proactive measurements format are created to each escalation and complaint in order to minute the SLA avoid Worked as a Remote desktop agent for the US based Chip manufacturing client  Acted as primary SPOC in handling major issues in citrix and RSA tokens Level 1 support for Microsoft exchange outlook