Summary
Overview
Work History
Education
Skills
Timeline
Generic

Suriya Ponnambalam

McKinney

Summary

Goal-oriented, experienced IT professional with 16 years of progressive experience, adept at IT service, project, process, and quality management. Known for building and leading successful cross-functional teams with strong communication and collaborative skills.

Overview

18
18
years of professional experience

Work History

Service Delivery Manager

Barclays Global Service Centre
09.2021 - 04.2025
  • Coordinated service delivery of technology initiatives to enhance customer satisfaction and streamline operations.
  • Worked with Product Managers, Engineering team to define roadmap, set expectations and track progress.
  • Managed stakeholder communications, ensuring timely updates and resolution of service-related issues.
  • Act as the point of contact between technical teams and business stakeholders, ensuring alignment and expectation-setting.
  • Analyzed service performance metrics to identify areas for improvement and drive operational excellence.
  • Worked with high-profile customer to select third-party vendor for IT infrastructures.
  • Managed third-party contracts to drive delivery of required services.

PROJECT MANAGER ( Projects & Operations)

Cognizant Technology Solutions
03.2014 - 08.2020
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Drive production support team – Incident Management (L1), Problem Management (L2) and Defect Management (L3) teams at onsite
  • Design and develop custom interactive analytics resulted in conversion up to 20% increase in Sales , analyze Region and performance reports for Parts and accessories application, coordinate with Big Data team leveraging Power BI and tableau tools
  • Risk assessment, change management, tracking project deliverables as per schedule, identify process gaps and ensuring quality assurance with SOP’s (Standard Operating Procedure)
  • Project evaluations and assessment of results with SOX approvals, documentation to support approvals
  • Prepare governance reports, participate in weekly, monthly Status reports, presentations to Business and IT executives on overall project Status


TECHNOLOGY ANALYST

Infosys Limited
06.2007 - 02.2014
  • Lead L1 ecommerce team, leveraging WebSphere Commerce as platform, liaise with internal and external stakeholders, provide technical support for restoration with quick turnaround time
  • Generate analytics report on Sales trend, product conversion to Sales for high volume days, outage impact on Sales, weekly and monthly Executive report
  • Track Incident Management - First point of contact for client, manage team of 10 members in onsite offshore model
  • Understand business user stories, participate in technical discussion, responsible for code deliverables , coordinate with DevOps team
  • Engage in problem management, brainstorm ideas, derive at root cause analysis and work towards long-term fix
  • Event day planning, extended support for changes in Akamai, validate upstream data and take precautionary checks for event day
  • Involved in migration to AEM (Adobe Experience Manager) to improve efficiency
  • Resolved high priority, critical issues and received appreciations from client

Education

Bachelor of Engineering -

College of Engineering, Anna University
01.2007

Skills

  • Business process mapping, Project planning, IT Service Management, Change Management
  • Certified Scrum Master (CSM)
  • Java, J2EE - IBM Websphere Commerce, SOAP Webservice
  • Database: Microsoft SQL, Oracle, DB2
  • Tools: Microsoft Copilot, Confluence, JIRA, ServiceNow, Google Analytics, Splunk, Tableau, Power BI
  • Software Methodologies : Agile, Waterfall
  • Banking, Retail & Manufacturing, Ecommerce, Healthcare

Timeline

Service Delivery Manager

Barclays Global Service Centre
09.2021 - 04.2025

PROJECT MANAGER ( Projects & Operations)

Cognizant Technology Solutions
03.2014 - 08.2020

TECHNOLOGY ANALYST

Infosys Limited
06.2007 - 02.2014

Bachelor of Engineering -

College of Engineering, Anna University

Similar Profiles

CREATE PROFILE