Summary
Overview
Work History
Education
Skills
Timeline
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Manu Adavakkat

Melbourne,VIC

Summary

Customer-facing IT Technical support with more than 10 years experience across Telecom, Energy, Banking/Finance domains adept at solving complex customer issues with expertise in diagnosing software and hardware problems. Proven success in implementing technical support strategies and measures aimed at increasing productivity and overall reliability of the systems or applications in use.

Overview

11
11
years of professional experience

Work History

Technical Specialist- Support Services

Cognizant Australia Limited
06.2021 - 06.2023
  • Support lead for Banking domain applications with team spread across India and Australia
  • Develop monitoring solutions and dashboard reporting to Executives across Splunk, Power-BI
  • Present monthly support pack for applications to client support managers
  • Assist team members and provide support and solutions to customer queries to meet company objectives.
  • Keep customers informed of progress during issue life cycle and make follow-up calls or communications in a timely manner.

Senior Systems Technical Analyst (Contract Role)

Energy Australia
01.2019 - 04.2020
  • Technical point of contact of Energy Australia’s billing platform- Zuora creating workflows and providing timely support to customer executives to manage customer support and subscription billing.
  • Drive and review bug fixes, product features, change requests, participated in design workshops with vendors and Business
  • Supervise customer billing issues on month-to-month basis.
  • Managed multiple vendor engagements (financial and non-financial) with Zuora, Zendesk, Shine Solutions, Pendula, Salesforce

Technical Support Specialist

Infosys Limited
06.2016 - 01.2019
  • Offshore lead for multiple network applications for a Telecom client with huge customer base spread globally
  • Responsible for INC management of all issues for multiple applications
  • Responsible for UAT and go-live processes for all the applications
  • Automation and execution of day-to-day NOC manual reporting
  • Liaise with vendor for any application/product issues, monthly patching and fix upgrades
  • Maintain updated knowledge of application tier and services to better provide customer support and service solutions.

Technical Support Engineer

Infosys Limited
08.2012 - 06.2016
  • Production offshore support lead for globally distributed customer-facing applications having user base of more than 800 users
  • Ensured application is available end-to-end so that Business customers are not impacted
  • All technical end-to-end Incident and problem management related to issues raised by customers over the phone/mail/INC portal
  • Creating, refining, documenting and socializing SOP for different kinds of end user issues and application glitches
  • Developing and testing small application fixes and deploying to Production
  • Communicated any major issues to development teams and get it fixed minimizing impact to the Business

Education

Bachelor of Technology -

University of Calicut
India
05.2011

Skills

  • ITIL Lifecycle
  • Technical Customer Support
  • Linux
  • Python
  • Splunk
  • SQL
  • GIT
  • ServiceNow
  • AWS
  • Product Upgrades

Timeline

Technical Specialist- Support Services

Cognizant Australia Limited
06.2021 - 06.2023

Senior Systems Technical Analyst (Contract Role)

Energy Australia
01.2019 - 04.2020

Technical Support Specialist

Infosys Limited
06.2016 - 01.2019

Technical Support Engineer

Infosys Limited
08.2012 - 06.2016

Bachelor of Technology -

University of Calicut

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Manu Adavakkat