Ing. Selva Nayagi Sundaram

Identify Aurea CRM product applications as solutions for customer needs. Data model and Designer changes as per Change request/ service Request by customer.Building processes for various CRM Processes (Campaign Management, Order management, Offer Management).Understand the customization process needed for each project and develop the technical requirements to successfully execute.Document the changes properly, SVN check in and Check out. Changes to the XML config file based on client requirement.

Project: Serco (UK) • Adhere to the ITIL process and SLA s agreed with the customer and achieve KPIs as per the program goals & objectives. • Ensure 100 % process compliance, timely reporting of SLA breach reason to the stack holders. • Team Engagement: Collaborate with Change and Problem Management teams. • Owner of Known Error Database and reports for the project. Managing KEDB and creating reports for the project as required.

Project: Royal Bank of Canada • Incident Management – Manage SEVERITY 1, 2 & 3 incidents in accordance to the Service Level Agreement. • Maintaining 100% SLA for all Severity 1 incidents with a response time of a maximum 15 mins. • Interact with all stake-holders – Support, Infrastructure and Development teams - to facilitate root cause Analysis and issue resolutions. • Asset Management Team to procure new assets. • Own the incident during its entire lifecycle

Projects: General Electricals & Alcatel – Lucent • Providing first level of technical system support, network and system support queries to the Employees of GE and ALU. • Acting as a Single point of contact for customers and internal teams