Shervin S. Ravindran
Texas
Summary
"Driving Seamless Excellence: Adept Service Delivery and Application Support Manager Ensuring Uninterrupted Operations and Superior User Experience."
Knowledgeable [Desired Position] with solid history of managing teams and driving operational success. Skilled in implementing strategic initiatives that enhance productivity and efficiency. Demonstrated ability in problem-solving and decision-making.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Manager, Service Delivery – Pharmacy Benefits Management (PBM)
CVS Health, USA
01.2024 - Current
- Supervise and manage daily operations of the T1/T2 service delivery team by providing email, voice and desktop support for applications supporting PBM. Oversee client relationship, service management, Team mentoring, monitor operational efficiency by cross functional collaboration and new technology integrations.
- Serving as the primary point of contact for PBM clients, building and maintaining strong relationships, addressing client concerns with customer service and satisfaction as top priority.
- Overseeing the delivery of PBM services, monitoring performance against Service Level Agreements, and developing strategical improvement plans.
- Leading the PBM service delivery team, scheduling the shifts/on-calls, ensuring adequate training, providing cross-training between different teams, conducting performance reviews, and providing feedback.
- Optimizing processes, identifying and mitigating risks, and ensuring compliance with policies and standards.
- Generating reports on service performance, maintaining accurate records, and providing analysis and insights to senior management.
- Identifying opportunities for service enhancements, implementing best practices, and developing new PBM solutions.
- Managing the application by integrating technology solutions, overseeing the implementation and maintenance of PBM-related systems.
- Collaborating with various departments to ensure cohesive service delivery and working with supply chain management.
Manager, Application Support - Transaction Reporting and Assignment Management (TRAM)
Turning Point Global Solutions, USA
09.2019 - 01.2024
- Lead and supervise daily operations of application support team comprising of around 15 members, providing functional support for product issues through ticket-based system, while monitoring and evaluating team performance. Manage various components of the application management solution, such as Dockers, Jenkins, Nagios, Apache web servers, Tomcats, Mongo DB, Maria DB, and VM configurations, as well as Production machines. Strategize and execute transition to application management solution by establishing service levels, implementing continuous improvement programs, and optimizing stakeholder value. Develop and maintain standard operating procedures to enhance functional performance of applications.
- Directed team responsible for supporting Transaction Reporting and Assignment Management (TRAM) application and Order Orchestration (O2) application, ensuring performance meets business requirements and maintaining compliance with policy and regulatory standards.
- Oversaw resource capacity planning for application support, including remote sourcing, knowledge management initiatives, staff skill development, and resource forecasting.
- Collaborated with business partners, Delivery Planning, and IT operations groups to ensure effective support of IT solutions.
- Enforced SLA's, managed escalations, and handled issues in timely and appropriate manner within ITIL framework.
Manager, Application Support - Transaction Reporting and Assignment Management (TRAM)
Turning Point Software Solutions Pvt. Ltd., India
06.2013 - 09.2019
- Conducted L1/L2 application support as member of 24 x 7 technical support team, providing ticket-based functional support to global customers. Demonstrated proficiency in Docker, Jenkins, Apache web servers, Tomcats, Mongo DB, Maria DB, and VM configurations. Assessed release notes for future deployment and collaborated with QA/Engineering teams. Executed patch installations and upgrades, making go/no-go decisions based on testing. Managed DB backup, restore, application backup, data migration, and application migration. Generated Root Cause Analysis reports on identified issues. Monitored alert emails and calls, provided on-call, remote desktop support and resolved issues.
- Participated in P1/P2 bridges to diagnose and resolve customer issues.
- Analyzed and addressed bugs, proposing effective solutions.
- Resolved issues through debugging and troubleshooting application and error logs.
- Prepared various analytical and statistical reports, outlining product support trends.
- Developed scripts (Shell/Perl) to monitor application health and facilitate immediate action.
Education
MSc - Computer Networks
Middlesex University
Bachelor of Engineering - Computer Science and Engineering
Sri Ramakrishna Institute of Technology
Skills
- Skilled in managing various OS environments
- Experience with network monitoring tools
- Skilled in utilizing ticketing platforms such as Mantis, Jira, ServiceNow, and Salesforce
- Application software proficiency
- Experience with network troubleshooting tools and protocols
- Operating systems proficiency: Unix
- Experience with MongoDB, MariaDB, SQL, and MarkLogic 8 databases
Certification
- Certified in Marklogic Administration
- Certified in Software Quality Assurance and Testing
- Certified in ITIL Foundation (License GR750070599SS)
- Certified in Advance Diploma in Hardware and Networking
- Certified on Software Testing (Course conducted by TUV- Rheinland, Germany)
Professional Development
- MongoDB- NoSQL DB Administration
- ServiceNow Administration
- Active participant in ISO and CMMI appraisals
- PMP (Ongoing)
Additional Experience
- Systems Engineer - UltraDNS (UDNS), Turning Point Software Solutions Pvt Ltd, Bangalore, India
- - Order Management Solutions (OMS), Turning Point Software Solutions Pvt Ltd, Bangalore, India
- Intern, Sunset+Vine, Hammersmith, London, UK
- IT Support Staff, Networking & Computer Application Maintenance, Shapthagiri Industry, Coimbatore, India
Timeline
Manager, Service Delivery – Pharmacy Benefits Management (PBM)
CVS Health, USA
01.2024 - Current
Manager, Application Support - Transaction Reporting and Assignment Management (TRAM)
Turning Point Global Solutions, USA
09.2019 - 01.2024
Manager, Application Support - Transaction Reporting and Assignment Management (TRAM)
Turning Point Software Solutions Pvt. Ltd., India
06.2013 - 09.2019
Bachelor of Engineering - Computer Science and Engineering
Sri Ramakrishna Institute of Technology
MSc - Computer Networks
Middlesex University