Suriya Ponnambalam
McKinney,TX
Summary
Goal-oriented IT professional with 16 years of progressive experience. Proven track record in IT service management, project management, process, and quality management. Certified by Scrum Alliance (CSM). Skilled in building cross-functional teams, demonstrating excellent communication skills, and thriving in result-driven, collaborative environments.
Overview
18
18
years of professional experience
Work History
PROJECT MANAGER (Projects & Production Support)
Cognizant Technology Solutions
- Drive production support team – Incident Management (L1), Problem Management (L2) and Defect Management (L3) teams at onsite
- Prepare Project timeline, resource planning, estimate project budget, technical design document, code repository, defect tracking for project using JIRA, Confluence, BitBucket
- 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 LEAD
Cognizant Technology Solutions
- Lead team for Healthcare client for Medicare, Medicaid - Benefit plans and clinical
- Understanding Business requirements- user stories in Salesforce, work with Subject Matter Expert (SME’s) on solutions, best practices, document solution approach and get signoff, engage with coding team, lead defect triage discussion and work towards zero defects every delivery
- Handle triage call for coding issue, ensure quality, provide support to Release management team, work on any change requests involving Medicare, Medicaid testing
- Identified process gaps and operational challenges and documented report for management team as part of continuous growth and improvement process improving overall performance by 10%
Service Delivery Manager
Barclays Global Service Centre
09.2021 - 04.2025
- Coordinated service delivery processes to enhance customer satisfaction and streamline operations.
- Implemented service improvement initiatives, resulting in increased efficiency across delivery teams.
- Managed client communications, ensuring timely updates and resolution of service-related issues.
- Developed training materials for team members to promote best practices in service delivery.
- Collaborated with cross-functional teams to align service strategies with business objectives.
- Analyzed service performance metrics to identify areas for improvement and drive operational excellence.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Worked with high-profile customer to select third-party vendor for IT infrastructures.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Managed third-party contracts to drive delivery of required services.
- Conducted regular reviews of service offerings, identifying gaps in the market, and recommending new solutions accordingly.
SERVICE MANAGEMENT & OPERATIONS
Cognizant Technology Solutions
03.2014 - 08.2019
- Translate technical concepts to peers, management, leadership, and customers
- Performed the role of handoff manager for operation issues & work closely with support teams for critical site issues
- Define system Red/Yellow/Green status metrics to capabilities being delivered for readiness and ability to transition to operations
- Identify, document and develop plans to mitigate operational risks and work with teams to improve process changes
- Prepare test strategy to enable smooth transition of testing life cycle
- Co-ordinate with product owner and review test scenarios for the operational validation
- Work efficiently with Product team, Operations, Support and Engineering teams to design and scope incident or escalation management procedures
- Incorporate JIRA as the Test Management tool to store testing artifacts and Defect Management tool to track bugs
- Coordinate with the IT teams to ensure that the Incident Management process is followed for every incident logged.
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, Service Design, Change Management
- Confluence, JIRA, ServiceNow
- Gap Analysis, Data Mapping, Impact and trend Analysis
- Certified Scrum Master (CSM)
- Java, J2EE - IBM Websphere Commerce, SOAP Webservice
- Database: Microsoft SQL, Oracle, DB2, Squirrel, Toad, Salesforce, HP Quality Center
- Rational Functional tester, ALM - Testing, Filezilla, Putty, Soap UI, Fiddler, Opalis
- Google Analytics, Visio, Swagger, Postman Client, Akamai, Splunk, Gomez, Keynote, Dynatrace, AEM, Tableau, PowerBI, Quality Assurance
- Software Methodologies : Agile, Waterfall
- Banking, Retail & Manufacturing, Ecommerce, Healthcare
Timeline
Service Delivery Manager
Barclays Global Service Centre
09.2021 - 04.2025
SERVICE MANAGEMENT & OPERATIONS
Cognizant Technology Solutions
03.2014 - 08.2019
TECHNOLOGY ANALYST
Infosys Limited
06.2007 - 02.2014
PROJECT MANAGER (Projects & Production Support)
Cognizant Technology Solutions
TECHNOLOGY LEAD
Cognizant Technology Solutions
Bachelor of Engineering -
College of Engineering, Anna University
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