Sudarshan Iyengar Email & Phone Number

Chennai, Tamil Nadu, India

• Trained and expanded the technical support team from 5 to 19 members, ensuring 24/7 service and a wider coverage of expertise in applications.
• Overhauled the entire application support strategy through introduction and integration of ITSM platform enabling proactive monitoring, alerting and ticketing protocols via Splunk, BMC Remedy and BMC TrueSight thereby.
• Implemented a tiered support system to effectively prioritize incoming alerts/queries thereby reducing average response time from 4 hours to under 1 hour while maintaining quality resolutions and service level.
• Masterminded a cross-training program that increased team versatility, allowing team members to cover an additional range of technical issues with a 30% higher efficiency rate.
• Pioneered an internal knowledge base for complex technical issues which enhanced overall team productivity and resulted in first-call resolution at 97% on a monthly basis.
• Identified key areas and drive the team to implement automation in the daily routine tasks to reduce manual efforts as a result onboard newer tasks.

Chennai, Tamil Nadu, India

Chennai, Tamil Nadu, India

Chennai Area, India

• As Consultant,
• Actively monitor, analyze, report and resolve critical and major incidents related to Batch and Online Applications.
• To manage and support all service incidents and requests either personally or via the Service Desk, through to successful completion and user satisfaction.
• Actively manage the monitoring and resolution of stalled or breached jobs with 2nd and 3rd line sup-port groups.
• Ensure that any business-related incidents are suitably recorded and described before it is closed.
• To regularly review, performance and trends in response to incidents and to provide recommendations to the Service Manager for service improvement. The emphasis is on swift resolution of critical incidents, which have.

Master'S Degree, Computer Applications

High School, Accounting