Rajesh Krishna Ranganathan
Cirencester
Summary
IT professional with over 8 years of experience in Infrastructure Services, Production Support, Business Analysis, and automation. Skilled in Incident Management, Change Management, and Problem Management, with strong experience handling stakeholders, presenting incident and problem statuses, and ensuring issues are driven to closure. Expert in UNIX, KDB+, SQL, AWS, and DevOps tools, with a track record of optimizing performance and delivering seamless services in the Telecom and Financial Services sectors.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Support Analyst
Standard Chartered Bank
Chennai
04.2022 - 06.2024
- Supported production environments, managed daily BAU activities, and handled KDB+ queries for data loading and batch runs
- Created disaster recovery documentation and actively participated in BCP calls
- Developed and documented SLA, OLA, and other process-related documents for the production support team
- Managed large-scale production jobs using Control-M, ensuring batch jobs were executed and monitored efficiently across multiple environments
- Managed the Incident Management process by resolving critical production incidents and ensuring that incidents were logged, monitored, and resolved within defined SLAs
- Conducted Root Cause Analysis (RCA) for recurring issues, documenting resolutions to improve response times
- Coordinated with business units and IT teams to implement seamless changes as part of the Change Management process
- Led post-change testing and evaluation, ensuring system stability after changes
- Created comprehensive dashboards using JIRA and ServiceNow to track incidents, changes, and problems, improving visibility and tracking for stakeholders and senior management
- Mentored junior analysts and maintained knowledge base documentation for team use
- Participated in strategic planning meetings, contributing insights on technology solutions to support business objectives.
Associate
Cognizant Technology Solutions
Chennai
09.2015 - 03.2022
- Provided 24/7 Production support and played as Business Analyst for telecom clients like AT&T, Telstra, Verizon, and British Telecom
- Acted as the main point of contact for major client device launches (iPhone, Samsung)
- Automated regression testing using HP-UFT, reducing manual testing time by 40%
- Automated daily recurring tasks and batch jobs using Shell Scripting reducing manual effort and increasing team productivity
- Collaborated with stakeholders to define project requirements, managing cross-functional teams to ensure delivery on time
- Executed changes in the production environment through structured Change Management processes, working closely with the Configuration and Database teams to deploy changes without disruption to services
- Conducted impact analysis and obtained approvals for high-risk changes
- Led Problem Management by identifying recurring issues, tracking the resolution of long-term problems, and proactively mitigating risks
- Provided comprehensive status reports to senior management and stakeholders during status review meetings
- Led Incident Management for mission-critical telecom applications, ensuring incident escalations were effectively communicated and resolved
- Provided daily incident reports and collaborated closely with stakeholders to keep them informed of critical incident resolutions
- Created comprehensive dashboards using JIRA to track incidents, changes, and problems, improving visibility and tracking for stakeholders and senior management.
Education
B.E Computer Science and Engineering -
Velammal Engineering College
Chennai, India04.2014
Skills
Incident Management: Root Cause Analysis (RCA), SLA adherence, Incident escalation, Post-incident review, Reporting and presentation to stakeholders
Change Management: Change request evaluation, Impact assessment, Deployment planning, Release coordination
Problem Management: Root cause identification, Problem resolution tracking, Proactive problem management, Preventive actions, Status reporting to stakeholders
Operating Systems: Windows, Linux, MacOS
Programming Languages: Java, Python, UNIX Shell Scripting, KDB/Q, SQL, Bash, PowerShell
Databases: Oracle 10g, MS Access, KDB, MySQL
Cloud Technologies: AWS (EC2, IAM, S3, CloudWatch, Lambda)
DevOps Tools: Jenkins, Ansible, Terraform, Bitbucket, GitLab, Git, Azure DevOps (ADO), Elastic Search
Automation Tools: HP-UFT, Blue Prism, Selenium, Control-M
Monitoring Tools: Splunk, Nagios, Dynatrace, ITRS Geneos, AppDynamics, Grafana
Ticketing Systems: BMC Remedy, ServiceNow, JIRA
Version Control: Bitbucket
Accomplishments
- Star of ISmO: Automated recurring tasks to reduce manual effort, Cognizant (2017)
- Best Newcomer Award: Cognizant (2016)
- SPOT Award: For resolving a critical issue under tight deadlines.
- Client Appreciation: Successfully led device launches for Apple and Samsung at Cognizant.
Certification
- 03/16, ITIL v3 Foundation
- 04/11, Advanced Diploma in Computer Hardware & Networking
Languages
- English, Fluent
- Tamil, Native
- Telugu, Intermediate
Timeline
Senior Support Analyst
Standard Chartered Bank
04.2022 - 06.2024
Associate
Cognizant Technology Solutions
09.2015 - 03.2022
B.E Computer Science and Engineering -
Velammal Engineering College
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