Varalakshmi Somara
North Carolina,USA
Summary
Results-driven IT professional with 13+ years of experience in Production Support, Analyst and Technical Leadership across enterprise environments. Strong expertise in L2/L3 production support, handling P1/P2 incidents, ensuring SLA compliance, and performing deep root cause analysis (RCA) to drive long-term solutions. Experienced in AI-enabled production support and Prompt Engineering, leveraging Generative AI to automate incident analysis, RCA reporting, and knowledge base creation. Skilled in designing and optimizing prompts using techniques such as zero-shot, few-shot, and chain-of-thought prompting, improving response accuracy and operational efficiency. Proven ability to integrate AI-driven solutions into support workflows, reducing manual effort and accelerating resolution time. Proficient in Java, B2B integrations, Data3sixty, Oracle, MongoDB, and monitoring tools like Splunk and Kibana, with strong capabilities in troubleshooting complex systems and ensuring application stability. Experienced in release support, change management, and cross-functional collaboration with Dev, QA, and Infrastructure teams. Recognized for improving team productivity through automation and AI adoption, maintaining SLA dashboards, and acting as a primary point of contact during critical incidents. Strong communicator with a consistent track record of delivering high-quality results in fast-paced, client-driven environments.
Overview
16
16
years of professional experience
Work History
Analyst
Tata Consultancy Services (TCS)
North Carolina, USA
05.2024 - Current
- Led end-to-end incident lifecycle management for critical (P1/P2) issues, including triage, impact analysis, stakeholder communication, and resolution
- Performed deep-dive root cause analysis (RCA) using logs, code tracing, and data analysis; implemented permanent fixes to reduce repeat incidents
- Designed and implemented proactive monitoring and alerting strategies using tools like Splunk/Kibana to prevent system outages
- Analyzed application performance and conducted trend analysis to identify recurring issues and recommend system improvements
- Collaborated with development teams to review code fixes, validate deployments, and ensure production readiness
- Played a key role in release management, including deployment validation, smoke testing, and post-release monitoring
- Created and maintained runbooks, SOPs, and knowledge base articles to improve team efficiency and reduce resolution time
- Automated repetitive support activities using scripts/tools, significantly improving operational efficiency
- Acted as a technical escalation point for complex production issues and guided junior team members
- Coordinated incident bridge calls with global teams and ensured clear communication with stakeholders during outages
- Ensured adherence to ITIL processes (Incident, Problem, Change Management) and contributed to continuous improvement initiatives
- Performed data validation and reconciliation to ensure data integrity across systems
- Conducted impact analysis for change requests and supported safe production deployments
- Partnered with business stakeholders to translate issues into technical solutions and improve user experience
- Cisco Systems, Inc. is the worldwide leader in networking for the Internet. Today, networks are an essential part of business, education, government and home communications, and Cisco Internet Protocol-based (IP) networking solutions are the foundation of these networks. The vision of B2B/commerce engagement is to increase Cisco’s global internet leadership by providing seamless e-commerce integration with multiple internal and external ordering touch points to meet customer needs and grow the business.
- AI-Enabled Contributions:
- Leveraged AI prompt engineering techniques to automate incident analysis and troubleshooting steps
- Used AI tools to generate RCA reports, summaries, and knowledge articles, reducing resolution time
- Improved team productivity by integrating AI-driven insights into support workflows
- Implemented AI-assisted solutions to enhance support efficiency and reduce manual effort
- Collaborated with stakeholders to align AI outputs with business and operational requirements
- Designed and optimized prompts to automate incident analysis, report generation, and knowledge base creation
Technical Lead/Analyst
Tata Consultancy Services (TCS)
Hyderabad, India
01.2023 - 05.2024
- Handling Critical/High/Medium priority issues and reporting.
- Analyzing and working on Production related issues on daily basis
- Working as Analyst for PMI(Partner Marketplace Integration) Project.
- Working with Customer team and fixing the issues to continue the testing process of commerce features.
- Working with cross functional teams to resolve the issues.
- Analyzing BRD’s and FSD’s on project requirement.
- Impact analysis on change Managements and Creating Technical design docs.
- Working on User Requests to satisfy the queries.
- Bug tracking and fixing.
- Meetings with off-shore team for project task transition.
- Technical solution implementation meetings with off-shore team.
- Resolving the production issues/user requirements by using remedy tool.
- Helping Project teams (Development) wherever involvement is needed.
- Meeting with related business and stockholders accordingly, Cross flow team issue/impact discussion.
- Designing the data models according to the customer requirements.
- Having interactions with clients and on boarding new partners.
- Weekly status reporting to Cisco business team and Cisco IT manager.
- Functioning as Senior team member/lead and working closely with client to define and validate project scope, identify risks to programs success and create mitigation plans. Co-ordinate with onsite team to review requirements, validate deliverables and provide technical support to applications. These duties are performed for several applications within B2B track at Cisco Systems, Inc.
- Understanding project architecture via Knowledge Sharing.
- Short term fix implementation and root cause analysis.
- Monitoring various application components System logs, JMS Message flow and Document Transmission.
- Cisco Systems, Inc. is the worldwide leader in networking for the Internet. Today, networks are an essential part of business, education, government and home communications, and Cisco Internet Protocol-based (IP) networking solutions are the foundation of these networks. The vision of B2B/commerce engagement is to increase Cisco’s global internet leadership by providing seamless e-commerce integration with multiple internal and external ordering touch points to meet customer needs and grow the business.
Project Manager/Developer
Data3sixty/DBS
Hyderabad
02.2020 - 12.2022
- Development of reconciliation process for major business units of DBS Bank regionally using Lava storm Data Analytics Tool.
- Deployment of graphs, schedule jobs and provide the production support.
- Interface development with different systems like Finacle, Mainframe systems to acquire the source data. Works in Agile mode using JIRA..etc.
- Managing the resources and guiding them in Project related areas.
- Providing available Knowledge details to team
- DBS is a leading financial services group in Asia with a presence in 18 markets. Headquartered and listed in Singapore, DBS is in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. DRCS (Data Reconciliation & Cleansing System) - Backend tool - Data3sixty Analyze. Data3sixty is used to develop reconciliation process and generate outputs based on user requirements. And this will help to reconcile the data related to banking transactions.
Technical Lead
NextGen B2B SUPPORT, Cisco Systems
02.2018 - 02.2020
- Handling Critical/High/Medium priority issues and reporting.
- Analyzing and working on Production related issues on daily basis
- Understanding project architecture via Knowledge Sharing.
- Short term fix implementation and root cause analysis.
- Monitoring various application components System logs, JMS Message flow and Document Transmission.
- Cisco Systems, Inc. is the worldwide leader in networking for the Internet. Today, networks are an essential part of business, education, government and home communications, and Cisco Internet Protocol-based (IP) networking solutions are the foundation of these networks. The vision of B2B engagement is to increase Cisco’s global internet leadership by providing seamless e-commerce integration with multiple internal and external ordering touch points to meet customer needs and grow the business to $50 billion and beyond.
Lead
Zensar Technologies
Pune, India
10.2010 - 01.2018
- Handling Critical/High/Medium priority issues and reporting.
- Analyzing and working on Production related issues on daily basis
- Understanding project architecture via Knowledge Sharing.
- Short term fix implementation and root cause analysis.
- Monitoring various application components System logs, JMS Message flow and Document Transmission.
- Working with cross functional teams to resolve the issues.
- Analyzing BRD’s and FSD’s on project requirement.
- Impact analysis on change Managements and Creating Technical design docs.
- Working on User Requests to satisfy the queries.
- Bug tracking and fixing.
- Meetings with off-shore team for project task transition.
- Technical solution implementation meetings with off-shore team
- Resolving the production issues/user requirements by using remedy tool.
- Helping Project teams (Development) wherever involvement is needed.
- Meeting with related business and stockholders accordingly, Cross flow team issue/impact discussion.
- Designing the data models according to the customer requirements.
- Having interactions with clients and on boarding new partners.
- Weekly status reporting to Cisco business team and Cisco IT manager.
- Functioning as Senior team member/lead and working closely with client to define and validate project scope, identify risks to programs success and create mitigation plans. Co-ordinate with onsite team to review requirements, validate deliverables and provide technical support to applications. These duties are performed for several applications within B2B track at Cisco Systems, Inc.
- Functioning as a Lead from off-shore, works closely with client and Zensar management and service leads for project deliverables to onsite team. Create project technical documentation and identify cross flow dependencies. Handling P1 issues during offshore hours to resolve partner issues. Co-ordinate with onsite team on review requirements, validate deliverables from off-shore and provide technical support to applications.
- Participated in internal project audits at Zensar or TCS level.
- Motivate the team and help to team members to develop automation things to achieve best goals at project level compare to others in industry.
- Cisco Systems, Inc. is the worldwide leader in networking for the Internet. Today, networks are an essential part of business, education, government and home communications, and Cisco Internet Protocol-based (IP) networking solutions are the foundation of these networks. The vision of B2B engagement is to increase Cisco’s global internet leadership by providing seamless e-commerce integration with multiple internal and external ordering touch points to meet customer needs and grow the business to $50 billion and beyond.
Education
MBA - Project Management
SMU
01-2016
MCA - undefined
OU
01-2009
Skills
- AI / GenAI: Prompt Engineering, Generative AI
- Monitoring Tools: Splunk, AppDynamics
- Familiar with AWS Cloud services
- Middleware Technologies: Kafka
- Search Technologies: Elasticsearch
- Production Support: Incident Management, Problem Solving, Troubleshooting
- Programming/Scripting: Java, Data3sixty, Shell
- Database Management: Oracle, Mongo
- Methodologies: Agile
Publications / Papers
- Business to Business processes.
- Received Spot award from cisco B2B client.
- Received Super Techie/On the spot Awards from DBS/TCS as part of project activities.
- Received Star excellence awards from Cisco.
- Received certificates/appreciation letters from Cisco clients and service leads.
Timeline
Analyst
Tata Consultancy Services (TCS)
05.2024 - Current
Technical Lead/Analyst
Tata Consultancy Services (TCS)
01.2023 - 05.2024
Project Manager/Developer
Data3sixty/DBS
02.2020 - 12.2022
Technical Lead
NextGen B2B SUPPORT, Cisco Systems
02.2018 - 02.2020
Lead
Zensar Technologies
10.2010 - 01.2018
MCA - undefined
OU
MBA - Project Management
SMU