Sandhya Baskaran

Domain knowledge – Consumer Goods & Services. • Leading Knowledge Management team. • Coordinated with RPA Team as part of CPI (Continuous Process Improvement) for automation of internal activities. • Engaged in risk management, compliance, and internal control. • Assisted in the remediation planning, identifying process gaps and addressed with mitigate or transfer risks.

Led the Knowledge Base team. Reduced backlog by 32%, including known issues, through structured knowledge base optimization. Identified recurring issues (18%) and initiated problem tickets to support root cause analysis. Collaborated with RPA teams to automate internal processes as part of continuous improvement initiatives, while also supporting risk management, compliance, and internal audit activities.

Domain knowledge – Consumer Goods & Services. • Part of Business Analysis and Client management & delivery. • On-boarded new project from scratch. • Catalog Management, SLA & OLA management. • Support Analyst and acted as an active link between the client and the organization. • Maintain catalog repository, catalog design team, approval & Catalog Audit.

Technical Lead Cognizant Technology Solutions, Chennai, India Domain knowledge - Life Science (Pharmaceutical Research and Development). • Experience in Service now, ALM by providing L1.5 level support, SharePoint by providing L2 level support. • Experience in Incident, Service Request, Change, and Problem Management, with expertise in ITSM, ITIL best practices, service delivery and management, SMO, delivery management, production support. • Involved in project planning, scheduling and resources allocation.