Sudarshan Iyengar Email & Phone Number

Chennai, Tn, In

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 reducing system downtime by 40%• 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 agreements at 95% on a monthly basis.• 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.• Collaborated with development teams to identify root causes of recurring issues and provided resolutions, resulting in more stable applications for end users.• Developed a career progression plan for the technical support department which improved employee retention.• Managed stakeholder expectations through effective communication and regular progress updates resulting in at most customer satisfaction.

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 severe business implication or have the potential of causing disruptions / unavailability.• Involved in deployment activities including creating deployment plans and deployment activities.• Create shell scripts to automate various manual tasks.• Create Knowledge Articles for various failures.• Prepare weekly and monthly reports for tickets handled by the team.• Developed training programs to enhance employee skills and boost overall productivity levels.

Master'S Degree, Computer Applications

High School, Accounting