Satish K.
Senior IT Service Manager
Open to offersNew to PlatformAbout
Satish K. is a seasoned Tech Lead and IT Service Manager with over 14 years of extensive experience in IT service management and production support across multiple industries. He is currently engaged at Cognizant, where he manages a team delivering production support and automation services, optimizing incident management with integrations such as ServiceNow-MoogSoft and NewRelic-MoogSoft, which successfully reduced MTTR by 25%. Adept in various technologies, Satish has played a pivotal role in IT modernization projects, emphasizing automated process improvement by 30% and promoting cloud and AI adoption strategies. His commitment to ethical AI practices is evident through his contributions to Cognizant’s Responsible AI Team. With skills in cloud technologies such as AWS and certification in Agile and AI, Satish is dedicated to elevating IT efficiencies. His previous work includes serving major insurance industry clients and leading software modernization initiatives while fostering quick adaptability and competency in his team.
Experience
Technical Business Analyst
Cognizant (Manulife Insurance) · 2023 — 2024Collected and defined business requirements while crafting user stories for further execution. Managed the grooming of user stories to ensure the timely delivery of projects. Provided assessments on pricing and valuation for rerating state-wise insurance products in the USA, along with addressing technical inquiries from business stakeholders.Senior Team Member / Team Lead
Cognizant (Manulife Insurance) · 2021 — 2023Delivered L2/L3 production support for the Tracker web application, addressing over 10 bug fixes daily during batch cycles. Supervised a team of 3 members at an offshore facility and facilitated knowledge transitions to cultivate new members into independent contributors within a 3-month timeframe.Tech Lead / IT Service Manager
Cognizant · 2021 — PresentOverseeing a team of 13 resources focused on providing L1.5-L2 support, along with automation and integration projects. Led integrations between ServiceNow–MoogSoft and NewRelic–MoogSoft to enhance incident correlation. Automated recurring processes to minimize manual work and improve SLA compliance. Collaborated with clients on initiatives for IT service modernization that align with cloud and AI strategies. Mentored team members to facilitate quicker onboarding and independent contributions.Team Member
Cognizant (John Hancock Insurance) · 2016 — 2021Provided support for more than 80 applications within the Life & LTC domain. Achieved a reduction in SLA misses through proactive support measures. Developed 15 standard operating procedures, 5 process flows, and 7 production reports, while effectively triaging to lower high-priority ticket issues.Team Lead / Team Member
TCS (Tryg Forsykring) · 2014 — 2016Supported over 30 applications and managed scheduled jobs in OPC. Contributed to the creation of 6 knowledge articles in the Remedy knowledge base and enhanced system performance through clean-up tasks. Led a team of 6 during a mainframe migration.Team Member
TCS (Northern Trust) · 2012 — 2014Delivered production support for both mainframe and non-mainframe applications. Monitored daily spool and console messages, managing over 50 instances. Handled more than 10 change requests each month, and was responsible for managing RACF security pertaining to mainframe profiles and datasets.
Skills & Expertise
Education
- B.Tech in Computer Science & EngineeringMallabhum Institute of Technology (WBUT) · — — 2011
- Higher Secondary (Class XII)Institution not specified · — — 2007
- Secondary (Class X)Institution not specified · — — 2005
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