Akshara Muraleedharan

About the Candidate

AKSHARA MURALEEDHARAN

+1 343-999-2456; aksharamurali55@gmail.com

www.linkedin.com/in/aksharamuraleedharan/

Toronto, ON – L1S 0C3

 

PROFESSIONAL SUMMARY

Ø  IT professional with over 11 years experience, blending business analysis and customer support acumen and with ITIL and CSM certifications. adept at optimizing operations, fostering client relationships through exceptional service delivery.

Ø  Over 4 years’ combined experience in business analysis and project management for finance domain in a large Sized organization in the last role; enacted to deploy one phase of the ERP integrated SaaS cloud solution in 6 countries and process improvement projects focused on data archival, user authentication change etc.

Ø  More than 7 years of experience in various service desk/application/customer support teams in 3 large sized organizations globally; performed data reporting, documenting related troubleshooting and driven various Service issues including major incident management or outage etc.

Ø  Steered project management post Go-live by coordinating process development and testing activities, functional documentation, business user trainings systems documentation, process & procedure capture etc.

Ø  Led different support teams, providing guidance, coaching, KPI scorecard reviews, resource mapping and management etc. in multivendor management environment.

Ø  Expertise in managing customer relationships, conflict resolution, external and internal stakeholder relations with strong analytical, organizational, problem-solving, and excellent verbal and written communication skills.

Skills and Technology:

● Methodologies – Agile, ITIL, ITSM ● Finance ERPs ● Administration – Vendor governance/service providers for IT operations, Stakeholder Management, Service delivery, Project management ●Unix ●SQL ● Operation – IT Service Management, Incident Management,

 

Tools:

● Power BI ● ServiceNow ● BMC Remedy ● ControlM ● Remedy force ● Autosys ● JIRA ● IBM Tririga ● IBM Tivoli Netcool ● Jira ● Putty ● SQL Developer ● TOAD ● BSM ● Tidal ● SAP GUI ● Microsoft suite of applications (Word, Excel, Powerpoint, Outlook,etc.) ● Visio ● Clarizen (Project management tool)

 

PROFESSIONAL EXPERIENCE:

 

Business Analyst

Community Resource Centre Rideau-Rockcliffe, Ottawa Dec/2023 – Present
Volunteering in – Managing small projects and working as Business analyst for nonprofit IT projects undertaken by CharITy13 team.

 

Solution Analyst, ERP and Record To Report applications

Cargill Business Services India Ltd,. India Nov/2018 – May/2023

Ø  Delivered the strategic and operational decision analysis on IT operational vendors, stakeholder discussions and escalation management to save costs and time at least by 10 – 20%.

Ø  Outperformed as a project manager; saved 10% cost and time thru earlier project delivery for various Record-To-Report application enhancements in the budgets of 100K to 1M.

Ø  Facilitated the project launch discussions, customization changes, escalation of feedback from key users and functional questions, financial analysis and budget forecasting.

Ø  Built and streamlined Scorecards, reports on project status, and check point reviews with a steering committee, detailing all risks, roadblocks and mitigation strategies with various development/other team, upper management and C-suite executives.

IBM TRIRIGA Solution Integration Analyst

Ø  Leveraged the team to drive global process improvement and standardization to streamline the operations thru KPI document reviews and other data audits for Tririga; gone live in almost 15 countries.

Ø  TRIRIGA Lead (point of contact) in service operation / project stakeholder meetings and vendor governance audits and provide technical and management guidance in response to deficiencies by coordinating with Service desk teams.

Ø  Established the service operation model for the application support process and streamlined it in various areas such as – service request form creation, incident management process definition and outage or critical incident communication templates etc.

Ø  Led a team of 6 – 8 Tririga consultants for customization of lease accounting, Integrations and JEs processes to meet business requirements, supervised production support activities and troubleshooting

Software Engineer

DXC Technologies, India

Jul/2017 – Nov/2018

L2/L3 Production/application and infrastructure Operations, Financial services

Ø  Led Incident management, Change request process adherence in ITIO division of the Finance project which includes 2nd level of support for time-sensitive, highly detailed, and confidential information pertaining to finance.

Ø  Led infrastructure issue and application resolution of numerous ERP applications Identifying, documenting, reporting, and systems performance issues.

Ø  Executed Month end / quarter end financial reports, user engagement reports and reconciliations for various financial applications.

 

System Analyst

NTT Data INC, India

Aug/2016 – Jul/2017

Morgan Stanley, United States

L2 Production/application Team, Financial services

Ø  Accelerated the Command center procedures like major incident management – service disruption, service restoration etc with various teams.

Ø  Drove the process streamline on alert acknowledgment and resolution, Change request / Service request resolutions.

Software engineer, Shift lead

HCL Technologies Ltd, India

Aug/2012 – Aug/2016

Client: Deutsche Bank, Germany

L2 Production/Application Team, investment banking

Software Engineer

Ø  Responsible for Monitoring, Auditing, Tracking and QA for all Incidents and Service Request.

Ø  Point of contact for customer and end user management communication and escalation feedback of issues.

Shift Lead

Ø  Led a small sized service desk team of 8 members – auditing case closures/KPI audits and reviews.  feedback/escalations/handover/roster preparations/knowledge transfers etc.

Ø  Performance management solution including metric model, root cause analysis path, scorecards.

Ø  Increased the scores on KPI metrics and reduced customer DSAT numbers with effective process management by Conducting various audits and coaching the team etc.

Education/Certifications/Trainings:

·       B.Sc Electronics and Communication Systems (Bharathiar University), India (2009 – 2012)

·       Tririga System Administration Certification

·       Agile Certified Scrum Master (CSM)

·       ITIL Foundation Certification

 

Awards and Recognition:

•           Won HCL SPOT Award for guiding the team from Quality deviations and improving the resolution of the team.

•           Won HCL Comnet Jewels for multiple times for the best performance in the process.

 

Volunteering:

Successfully organized “The great Indian festival (TGIF)” held at Ottawa City Hall in August 2023.