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.
