Summary
Overview
Work History
Education
Skills
Timeline

Sumithradevi Vijayakumar

Coventry,COV

Summary

  • 8 Years of Experience: In software design, development, business analysis, ITIL operations, customer service management, and product implementation/support in AWS Cloud (SaaS) and Oracle PL/SQL environments. ITIL Proficiency: Skilled in problem, incident, change, and release management, including patch deployment, major incidents, BCP, recovery planning, migration, go-live, KPI metrics, PIR, and SLA management.
  • Application Support: Provided 24/7 L1, L2, and L3 support, including triaging tickets, troubleshooting, and coordinating with ServiceDesk/Zendesk teams to ensure timely incident resolution and service restoration. Resolved complex technical issues at L2, liaised with L3 development for problem resolution, and acted as a liaison between customers and engineering, translating technical issues. Reviewed and improved workflows to enhance efficiency and user experience, while responding to customer support tickets with timely and effective solutions. Supported the QA team in validating the resolution of customer-reported issues, ensuring robust fixes and clear communication with customers during investigations.
  • Complex Application Management: Experience in managing complex applications, conducting impact analysis, system audits, CAPA, security risk assessments, and ensuring data security and quality checks.
  • Problem-Solving: Strong in root cause analysis, impact assessment, resolving complex incidents, managing escalations, and engaging in project discussions and stakeholder interactions.
  • Compliance and Validation: Hands-on experience with GxP compliance, AML, GMP processes, 21 CFR, business process flow, data flow diagrams, testing, feedback tracking, and UAT coordination.
  • Operational Support: Managed hot defect fixes, troubleshooting, enhancements, planned outages, health checks, batch jobs, backups, migrations, system upgrades, and UAT meetings.
  • Agile Methodology: Applied Scrum/Agile practices, assisted with sprint planning, backlog reviews, Jira user stories, demos, and addressing feedback.
  • Team Leadership: Led cross-functional teams, managed tickets, vendors, stakeholders, mentored team members, and ensured proper handling and escalation of incidents and service requests.
  • Documentation and Testing: Documented recurring issues, CI changes, SOPs, prepared test cases, and followed ITSM and QMS processes.
  • Domain Knowledge: Specialized in Lab applications, LIMS configurations, KYC banking applications, and various lab modules such as sample entry, analysis, inventory, stability study, and ELN.

Overview

10
10
years of professional experience

Work History

Business Application Support Lead

Virtusa Corporation
01.2023 - 04.2024
  • Provided functional support for KYC applications at CITI and BMO Bank, handling outages, problem fixes, go-live activities, KPI metrics, UAT validation, project documentation, release activities, and leading client meetings
  • Utilized Elk and Dynatrace tools to monitor jobs, trace error logs, and identify root causes of issues
  • Served as a Site Reliability Engineer for BMO, managing server patch deployments on Windows and Red Hat systems.

Assistant Consultant – Project Management

TCS
07.2018 - 11.2020
  • Delivered application support for LAB applications, including master data development and managing documentation for testing, migration, defects, and change control
  • Led project management activities by assigning tasks, tracking team progress, resolving issues, and ensuring timely delivery of production go-live
  • Engaged in requirement discussions, gap analysis, Jira management, and provided go-live support
  • Regularly communicated with business stakeholders on project updates, testing, and UAT activities.

Software Engineer III - Implementation Specialist

Invitrogen Science Thermo Fisher Scientific
11.2015 - 08.2018
  • Handling static data build, menus, Gadgets, SQL reports and delivering the end-end configuration as per the requirement using PFS corescripts, Triggers
  • Built complex SQL reports,master data config and addressing client issues as jira backlog user stories
  • Developed comprehensive documentation for software applications, enabling easier maintenance and user support.
  • Collaborated with stakeholders to translate business requirements into technical specifications, ensuring alignment with business goals.
  • Participated in agile development processes, including daily stand-ups, sprint planning, and retrospectives.

Business Analyst and ITIL Management

Novo Nordisk Pvt Ltd
11.2015 - 08.2018
  • As a BA, gather requirements from clients and coordinate with multiple teams to drive project deliverables
  • Handles user stories in Jira and Incident, Problem ticket metrics mgmt
  • Provide world-class application support on novoLIMS and LimsLink to handle all type of instruments (spectrometer,metler,Ph,balance etc..) Update of all documents/SOPs/User guides and ensure to be in GxP compliance
  • Worked as a change and release manager - Assessed the impact of changes on processes and teams, creating plans to mitigate risks
  • Scheduled and managed changes, releases, and deployments, ensuring alignment with timelines and compliance with SLAs
  • Developed comprehensive change impact assessments and detailed plans outlining activities, timelines, and resources for effective execution
  • Monitored and executed change plans, coordinated day-to-day activities, reviewed and categorized changes, and secured approvals from the Change Authority.

Senior Project Engineer

Wipro Limited
02.2014 - 09.2015
  • Provided second-line support by resolving technical issues, triaging problems to the service desk and technology teams, and coordinating with necessary personnel to ensure timely resolution
  • Managed critical incidents by leading responses in alignment with ITIL best practices, coordinating cross-functional teams, and external partners for effective service restoration
  • Incident Manager: Reviewed major incidents, documented Root Cause Analyses (RCAs), and developed recovery plans while integrating lessons learned into future practices
  • Effectively managed the escalation process, kept stakeholders informed with timely updates, and ensured incidents were resolved within established SLAs.

Education

Bachelor of Information Technology -

Saveetha University, India
06.2011

Skills

  • TOAD
  • Oracle Developer Suite
  • MODA
  • LV connect
  • Empower
  • SAP QM interface
  • TMT,TAT
  • Dynatrace
  • LimsLink
  • HP openview,Service Now,BMC Remedy,Pivotal CRM
  • JIRA,Confluence,Azure DevOps
  • Scheduler
  • MDM
  • Altova Style Vision
  • HTML5, CSS3, Javascript,Basic Python
  • FTP
  • SQL Developer
  • BOXI (SAP BO)
  • SAS report build
  • Basic Crystal Rpt
  • TRACKWISE
  • SQL*LIMS
  • LABWARE LIMS
  • CORE INFORMATIC LIMS(Platform for Science)
  • ELN
  • Excel Pivot-macro
  • AWS
  • Customer Support
  • Business Analysis
  • Incident Management
  • Data Migration
  • ITIL Framework
  • Ticket management
  • UAT support
  • System Configuration
  • Report Generation
  • Project Management and Implementation
  • Change Management
  • Laboratory Information Systems
  • LIMS Implementation
  • Product Development
  • Customization Abilities
  • System Validation
  • Data Migration
  • ITIL Framework
  • Ticket management
  • UAT support
  • System Configuration
  • Report Generation
  • Project Management and Implementation
  • Change Management
  • Laboratory Information Systems
  • LIMS Implementation
  • Product Development
  • Customization Abilities
  • System Validation

Timeline

Business Application Support Lead - Virtusa Corporation
01.2023 - 04.2024
Assistant Consultant – Project Management - TCS
07.2018 - 11.2020
Software Engineer III - Implementation Specialist - Invitrogen Science Thermo Fisher Scientific
11.2015 - 08.2018
Business Analyst and ITIL Management - Novo Nordisk Pvt Ltd
11.2015 - 08.2018
Senior Project Engineer - Wipro Limited
02.2014 - 09.2015
Saveetha University - Bachelor of Information Technology,

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Sumithradevi Vijayakumar