Summary
Overview
Work History
Education
Skills
Custom
Certification
Accomplishments
Timeline
Generic

PRABAHARAN KALIRETHINAM

London

Summary

Accomplished IT professional with extensive expertise in project management, agile methodologies, and stakeholder management. Proficient in utilising tools such as MS Projects, JIRA, and Azure DevOps to drive successful project outcomes. Demonstrates strong skills in scripting and programming languages including HTML, JavaScript, and C#.Net. Experienced in managing IT infrastructure and service desk operations with a focus on incident and change management. Adept at leveraging cloud technologies like AWS Services and Azure to enhance application support and customer relationship management. Committed to delivering innovative solutions that align with organisational goals while continuously improving processes through metrics and dashboards.

Experienced Scrum Master with talent for fostering collaboration and driving project success. Skilled in agile methodologies, leading cross-functional teams, and improving workflow efficiency. Known for delivering high-quality software solutions by streamlining processes and enhancing team productivity.

Overview

16
16
years of professional experience
2021
2021
years of post-secondary education
1
1
Certification

Work History

Project Manager

Cognizant Technology Solutions
01.2009 - 02.2025
  • Working as a Agile Project Manager for one of the banking client product.
  • I worked one of the large projects for Data Center Migration, multiple transformation/Tech modernization/EOL projects such as Application Version upgrades, Database upgrades, server upgrades, etc., at the portfolio level and managed multiple projects and leads
  • I have closely worked with Suppliers, Vendors, Customers, the operations team, and the core application team in various locations (USA, India, and Singapore)
  • Actively participated in Resource Plan, monitor Projects, Performance issues, and ensured issues are resolved on time
  • Discovery IPAD phase- Analysed the server inventory from the Data Centre perspective and arrived Application summary pack coordinating with multiple stakeholders and BAU teams for 400+ Applications
  • Worked in Cognizant ATAVision tool & Microsoft MAP Tool to run the discovery for the Data Center and analysis for Application components for multiple regions (NA, EMEA & APAC)
  • Managed an inventory of 5000+ line items to include servers, Databases, and applications
  • Created project deliverables such as Migration, Rollback, Installation, and Test Plans
  • Collaborated with cross-functional teams to draft project schedules and plans
  • Developed a robust project plan that outlines project objectives, key milestones and deliverables, team structure, cost and schedule estimates, risks, implementation, change control, communication, training, quality and vendors
  • Worked in SOWs and executed the multiple T&M projects in the Application and Maintenance support
  • Provided timely and scheduled reporting on project progress, milestones, managing risks, assumptions, dependencies, issues and opportunities on a daily basis
  • Manage internal stakeholders and third-party partners to ensure successful project delivery

Service Manager - Projects

Cognizant Technology Solutions
01.2009 - 02.2025
  • Monitor top-tier customer problems to ensure a high level of response time and proper problem resolutions.
    •
    Developed a standard operating procedure handbook and a marketable service Catalog for customers.
    •
    Monitored timecards and maintained fair schedules while tracking the calendar for holidays and emergency changes.
    •
    Independently coordinate work of a multidiscipline team through multiple phases of a project Plans directs and supervises all operations included in a large, complex project or several moderately sized projects with greater risk and complexity, and significant financial impact
    •
    Led transformation projects, Tech modernization, and analyse application lifecycle management.
    •
    Managed project-related contracts including budgets and timelines, cost tracking, and ensuring all conditions in the contract are met.
    •
    Handled Waterfall, Agile methodologies projects, and Hybrid projects.
    •
    Manage project scheduling, staffing/productivity, budgets, and set-up with clients, subcontractors, vendors, and consultants.
    •
    Overseeing the development of the project and ensuring that team members are carrying out their tasks efficiently while upholding the company's standards.
    •
    Continuously evaluating projects to ensure they are meeting company standards, adhering to budgets, and meeting deadlines.
    •
    Accurately documenting the project's creation, development, and execution as well as documenting the project's scope, budget, and justification.
    •
    Planning project management, including setting deadlines, prioritizing tasks, and assigning team members to various deliverables.

Service Delivery Manager

Cognizant Technology Solutions
01.2009 - 02.2025
  • I played the Service Delivery Manager role from Offshore to handle the end-to-end delivery for more than 250 applications and manage 100+ resources of EUR 10 million projects for a France Pharmaceutical client.
  • Turned to a steady state after escalations from the client. Streamlined the resourcing, Knowledge management, and resolving the tickets within SLA, Backlog reduction, and implemented the automation including but not limited to developing and driving Service improvements based on RCAs, trends, and client inputs. Fulfil process requirements and avoid unauthorized change execution. Ensure day-to-day service operations communications are delivered to the client.
  • Managing end-to-end software application support & maintenance activities.
    •
    Delivering service that meets SLA and delights the customer / (KPI: SLA achieved & high customer satisfaction)
    •
    Managing financial performance and productivity improvements enhanced margin and P&L performance v Plan
    •
    ITIL process management - analyze and design service management processes, research, and present best practices, and
    drive for continuous improvements.
    •
    Identify and Implementation of CSI and Automation.
    •
    Resource management and worked for multiple SLAs from customer and organization levels and maintaining different horizontals.
    •
    Planning Resource load, submitting the budget plan monthly, timesheet, and revenue monitoring. Closely work with Finance team for invoicing and reconciliation.
    •
    Plant the IT system and measure system availability, Performance, capacity and security and coordinate with leadership and other stakeholders.
    •
    Triage, Coordinate and resolve complex technical issues related to cloud and applications.
    •
    Followed up on tickets until clients problems were resolved, achieving a 90% first call resolution rate.
    •
    Collaborated with the application support team to create procedures that tracked open tickets and created knowledge articles part of Left shift activities.
    •
    Develop and maintain service desk processes and procedures, including incident and problem resolutions and service request fulfilment.
    •
    Ensure compliance with service level agreements (SLAs) and KPIs.
    •
    Maintain and update the service desk knowledge base.

Scrum Master

Cognizant Technology Solutions
01.2009 - 02.2025
  • Worked in an Agile software development environment with geographically dispersed 2 scrum teams, delivering a strategy via incremental releases with a blend of business and technical knowledge
  • Implement Lean in multiple accounts and identified the waste and provided recommendations/opportunities based on the output
  • Coordinate all Scrum Ceremonies including Sprint Planning, Daily Standups, Sprint retrospectives, Sprint Demos, Story Grooming, and Release Planning
  • Completing the enhancements under the factory model using the scrum framework in application maintenance and support for 60+ applications with 2 scrum teams
  • Implementing lean for multiple projects
  • Assist in defining and deploying new product development processes and in facilitating the continuous improvement of existing processes
  • Empower the team to make system and process improvements captured in sprint retrospective meetings
  • Use key Scrum metrics (burndown, velocity) to help deliver committed work
  • Take responsibility for managing dependencies and coordination between scrum teams where necessary
  • Enabling the team with self-organization capability

Education

Master of Science - Information Technology

Sikkim Manipal University

Bachelor of Science - Physics

National College Affiliated by Bharathidasan University
Trichy, Tamil Nadu

Skills

  • Project Management
  • Agile
  • Waterfall
  • MS Projects
  • MS Visio
  • Share Point
  • Power BI
  • Scrum Ceremonies
  • Metrics
  • Dashboards
  • Estimations
  • Planning
  • Forecasting
  • Stakeholder Management
  • JIRA
  • Confluence
  • X-ray
  • HP ALM
  • MS Build
  • Azure DevOps
  • Scripting
  • HTML
  • Java Script
  • VB Script
  • Microsoft Power Automate
  • UI Path
  • Cognizant Automation Center
  • Cloud
  • AWS Services
  • Azure
  • Programming
  • Microsoft Visual Basic 60
  • Visual Basic Net
  • C#Net
  • ASPNet
  • Ticketing Tool
  • BMC Remedy
  • Helix
  • Service Now
  • Databases
  • SQL Server
  • Oracle 10/11g
  • Cots Product
  • Pharmaceutical ELN Notebook
  • Biovia 68
  • Cambridge Soft e-Notebook
  • IDBS eWorkbook
  • Nugenesis SDMS
  • ECM Agilent
  • Requirement analysis expertise
  • IT infrastructure
  • Service desk management
  • IT project management
  • Agile methodology
  • Incident management
  • Change management
  • Budgeting and forecasting
  • Application support
  • Customer relationship management
  • Service level agreement management
  • Vendor negotiation
  • Resource allocation
  • Continuous improvement implementation
  • Stakeholder communication
  • KPI tracking and reporting
  • Escalation handling
  • ITSM
  • ITIL
  • Transition and change management
  • Client Relationship Management
  • Service-Level agreement negotiation
  • KPI monitoring
  • Vendor relationship management
  • KPI management
  • Budget control
  • Vmware
  • SQL

Custom

  • Working past 15+ years in Cognizant Technology Solutions with overall 17 years of experience in the IT industry including Software Development and Application Maintenance & Support projects.
  • Certified Project Management Professional (PMP) and PMI Agile Certified Practitioner (PMI-ACP) with 5+ years of experience as Project Manager involving customer facing roles covering digital transformation, Application Modernization, Automation, and Data Center migrations including Waterfall & Agile models.
  • Certified Scrum Master (CSM) with over 2 years of experience in Scrum Master and completed Lean implementation in multiple projects to identify waste using the Scrum framework.
  • With over 5 years of experience as Service Delivery Manager and Service Manager in IT service management, delivering top-tier customer service and service improvements including Knowledge Transition and Service Introduction. Worked in the Infrastructure operations and Service Desk Operations.
  • Managed large project teams of 120+ cross-functional resources and large programs revenue of 8 - 10 million $ in an onsite-offshore model and managed multiple towers.
  • Accomplished track record of serving multinational clients in the USA, UK, Sweden, and Hong Kong spanning Life Science, ERP and Banking & Finance industries.
  • Signifying experience in ITSM / ITIL practice in defining, implementing, and managing various ITIL processes including Incident Management, Problem Management, Change Management, Release Management, Configuration Management, Asset Management, Knowledge, Service Catalog, Service Level Management, and Continuous Service Improvements.
  • Conducted the analysis and developed the recommendations for continuous service improvement opportunities and improvement within processes and tools based on reporting results.
  • Led the creation of real-time monitoring and analysis of SLA, and KPIs, developing standard reporting models with visualizations to aid decision-making and overall strategy.

Certification

Certified Project Management Professional (PMP)

PMI Agile Certified Practitioner (PMI-ACP)

Accomplishments

  • Completed Cognizant Certified Professional (CCP) “Level 0 - Life Science Domain, Level 1 – Life Science Domain
  • Bullet Proof Manager Certificate by Cognizant as Part of PLP (Project Lead Program)”

Timeline

Project Manager

Cognizant Technology Solutions
01.2009 - 02.2025

Service Manager - Projects

Cognizant Technology Solutions
01.2009 - 02.2025

Service Delivery Manager

Cognizant Technology Solutions
01.2009 - 02.2025

Scrum Master

Cognizant Technology Solutions
01.2009 - 02.2025

Bachelor of Science - Physics

National College Affiliated by Bharathidasan University

Master of Science - Information Technology

Sikkim Manipal University

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PRABAHARAN KALIRETHINAM