Jss Raj

Communications Analyst Lead with 15 years of experience across client communications, change management, incident management, problem management, identity and access management, release coordination, and technical support. Skilled in drafting timely client-facing communications, managing major incident updates, coordinating with cross-functional stakeholders, conducting quality reviews, and supporting process improvements. Strong background in ServiceNow, client reporting, CAB coordination, RCA follow-up, team mentoring, and executive-ready communication.

Communications Analyst Lead at FIS (Fidelity Information Services) (2022-08 – Present)

• Monitor incidents, service disruptions, and operational events to determine client communication requirements.
• Draft, review, and distribute client-facing communications, including incident alerts, status updates, workarounds, and resolution notices.
• Partner with technical teams, product managers, incident managers, and business stakeholders to validate communication content and confirm client impact.
• Assess communication urgency based on incident severity, business risk, and client impact.
• Review and approve communication requests submitted through intake processes and workflow tools.
• Coordinate escalation communications for high-priority incidents and critical client-impacting events.
• Conduct quality assurance reviews to ensure clarity, accuracy, consistency, and completeness of communications.
• Prepare executive summaries, stakeholder briefings, FAQs, and client-ready messaging.
• Manage communication documentation, templates, and post-incident communications, including RCA distributions.
• Support team training, process adherence, and ongoing communication improvements.

Technical Lead / Change and Incident Manager at Cognizant Technology Solutions (Sanofi) (2020-09 – 2022-06)

• Managed change approval and change coordination activities, ensuring required approvals were secured before implementation.
• Reviewed changes prior to implementation and coordinated with stakeholders to explain functional and environmental impact.
• Conducted CAB calls and aligned multiple teams on change requirements, dependencies, and implementation readiness.
• Oversaw incident management activities, including incident prioritization, escalation, resolution coordination, and communication with leadership.
• Recorded, classified, and tracked incidents and service requests, including categorization, prioritization, progress updates, and resolution validation.
• Associated incidents with related records, including changes, problems, knowledge articles, and known errors.
• Escalated major incidents and SLA-risk tickets to the appropriate incident or problem management teams.

Technical Lead / Change, Problem and Incident Manager at Cognizant Technology Solutions (Houghton Mifflin Harcourt) (2019-02 – 2020-09)

• Managed change approvals, change coordination, CAB calls, impact assessments, and implementation governance.
• Reviewed change risk and implementation readiness before authorizing changes for deployment.
• Managed client calls and reported day-to-day activities to management leads.
• Coordinated major incidents across technical teams to restore services based on business impact and priority.
• Created and managed problem tickets, supported RCA follow-up, and kept clients updated on incident progress.
• Conducted change management service review forums and monitored process effectiveness to recommend improvements.
• Managed provider coordination and governance across the change lifecycle to ensure only authorized changes were implemented.

Technical Lead / Release Manager and Project Management at Cognizant Technology Solutions (Express Scripts Holding Company) (2016-05 – 2019-02)

• Coordinated release and change activities using DevOps and ITSM tools, including Jenkins, Jira, ServiceNow, and XL Release.
• Created defect-free ServiceNow changes and supported automation-driven change creation for developer requirements.
• Managed client calls, offshore coordination, reporting, and project requirement discussions with management leads.
• Conducted developer walkthroughs to clarify change execution steps and deployment requirements.
• Attended CAB calls to ensure changes were reviewed and executed in line with governance expectations.
• Generated ServiceNow reports for day-to-day activities and presented them to clients.
• Supported Jenkins job creation, source-code awareness using Git/GitHub, and POC activities with UrbanCode and U-Deploy.

Senior System Engineer / User Access Manager at Cognizant Technology Solutions (MillerCoors) (2015-10 – 2016-05)

• Handled user access management activities across Active Directory, Exchange, Mainframe, Linux, UNIX, Citrix, and shared folder environments.
• Resolved client escalations, monitoring alerts, lockout issues, mailbox requests, distribution list requests, and Outlook issues.
• Coordinated with end users, business teams, and stakeholders to gather requirements and support issue resolution.
• Prepared recurring reports, supported process improvement ideas, and provided knowledge transfer to new joiners.
• Mentored team members and supported priority ticket resolution within agreed timelines.

Application Engineer at CSS Corp Ltd (Cisco WebEx) (2013-01 – 2015-09)

• Supported enterprise clients with WebEx, telepresence, firewall, and conferencing-related issues.
• Reviewed logs using tools such as Wireshark and Fiddler to assist troubleshooting and issue resolution.
• Created, modified, and deleted WebEx accounts and supported WebEx administration activities.
• Handled enterprise escalations, billing-related issues, remote troubleshooting, and stakeholder coordination.
• Prepared reports, contributed process improvement ideas, and provided knowledge transfer to new joiners.

Senior Technical Support Officer at HCL Technologies Ltd (AT&T and British Telecom) (2011-05 – 2013-12)

• Provided technical troubleshooting over the phone for networking, internet connectivity, modem/router, email, and Outlook configuration issues.
• Handled second-level calls and escalations from customers facing connectivity issues.
• Configured routers and modems, including AT&T-provided and third-party devices.
• Identified requirement gaps and reported discrepancies between expected and actual application behavior.
• Communicated business requirements and customer issues to business teams and sent project status reports to leads and clients.
• Supported team mentoring and knowledge sharing.

Bachelor of Commerce in Commerce – Jaya College of Arts & Science (2011)

Higher Secondary – St. Johns Matriculation Higher Secondary School (2008)

Secondary School – St. Johns Matriculation Higher Secondary School (2006)