Punniya Sp

Salesforce Certified Agentforce Specialist with 8 years of experience in enterprise support and operations. Led support for 12 business-critical applications, maintained 99.8% availability, resolved 350+ monthly incidents, and supported 1,500+ users while driving service excellence and process improvements.

Tech Lead - Cognizant Technology Solutions - Coimbatore, India

(2022-01 - 2024-01)

• Led a support team of 8 engineers, improving operational efficiency by 22% through structured workload management and knowledge-sharing initiatives.
• Managed 12 business-critical enterprise applications, achieving 99.8% application availability through proactive monitoring and incident prevention.
• Coordinated resolution of 180+ P1/P2 incidents annually, reducing average recovery time by 35% through effective stakeholder collaboration.
• Improved SLA compliance from 94% to 98.5% by implementing monitoring controls and escalation frameworks.
• Mentored 10+ team members, increasing team productivity by 20% through technical coaching and process standardization.
• Created and reviewed 120+ KEDB articles and support documents, reducing issue resolution time by 25%.

Senior System Engineer - Cognizant Technology Solutions

(2019-01 - 2021-12)

• Managed 350+ incidents and service requests per month while maintaining 98% SLA adherence.
• Performed root cause analysis on recurring production issues, reducing repeat incidents by 30%.
• Monitored 500+ batch jobs daily, improving processing success rates by 18% through proactive issue identification.
• Reduced ticket backlog by 28% through process optimization and improved queue management.
• Supported 1,500+ business users, maintaining customer satisfaction levels above 95%.

System Engineer - Cognizant Technology Solutions

(2016-07 - 2018-12)

• Provided production support for 10+ enterprise applications, ensuring 99.5% system uptime and operational stability.
• Resolved 2,500+ support tickets annually, improving turnaround time by 20% through effective troubleshooting.
• Coordinated with L2 and L3 teams to resolve technical issues within agreed service levels, achieving 97% first-response compliance.
• Performed job scheduling, monitoring, and recovery activities for 500+ daily batch processes.

MBA - Human Resources - Bharathiar University (2016-07 - 2018-12)

BE - Computer Science & Engineering - Ranganathan Engineering (2011 - 2015)