Shashi kiran.S
Sr.Operations manager- Help business EMPOWER operations,support&SAAS units.Visionary to take customer success to Vertex. ---- https://in.linkedin.com/in/shashikiranpmp
Operations / People & Business management
Managed/cloud services, Hosting/tech Linux/Win (Plesk) support, SAAS programs
Quality Control & CPI
PMP, ITSM-(Incident/Problem/Change mgmt.)
Forecasting, Strategic & Tactical Planning
45 years old
India
Employed
Open to opportunities
Let’s work together if we are on a lookout for Innovative and profit oriented “PMP” Certified professional, with 11+ years of experience in Developing and maneuvering Technical Support / Managed services, Hosting support, SAAS, customer success programs.
Expertise in setting & managing cross functional teams spread globally in an off & on shore business model.
A people personnel, yet target oriented leader who achieves objectives through interpersonal communications, meticulous planning, proactive management strategy, motivational team dynamics and a network of contacts.
Career Snap:-
1)Transitioned and Setup 3 Pilot Process (1 Service desk & 2 SAAS/managed services projects) .
2)Created and successfully implemented a focused delivery model resulting in 20% Improvement in customer satisfaction and phenomenal change noted in NPS.
3)Lead the team to ramp up capacity to support an 18% growth on demand fueled by new product launches by clients & improved quality, just in time performance delivery.
4)Attained PMP certification in due course aiding me better manage team’s performance by adapting new and disruptive techniques winning the voice of team & client.
Let’s meet & talk if you are on a hunt for like-minded people who believe in "Hire a Character’ & "Train the skill"
ethos.
Areas of Expertise:-
•Operations, Process, project, program management
•Forecasting, Strategic & Tactical Planning
•Quality Assurance & Control & CPI.
Areas Of interest / Improvement:-
•Positive EBITDA / Earnings Impact
•Revenue / Market share Analysis
•Fiscal Management / P&L Accountability
PS:- Hold U.S B1 Visa until 2022
Expertise in setting & managing cross functional teams spread globally in an off & on shore business model.
A people personnel, yet target oriented leader who achieves objectives through interpersonal communications, meticulous planning, proactive management strategy, motivational team dynamics and a network of contacts.
Career Snap:-
1)Transitioned and Setup 3 Pilot Process (1 Service desk & 2 SAAS/managed services projects) .
2)Created and successfully implemented a focused delivery model resulting in 20% Improvement in customer satisfaction and phenomenal change noted in NPS.
3)Lead the team to ramp up capacity to support an 18% growth on demand fueled by new product launches by clients & improved quality, just in time performance delivery.
4)Attained PMP certification in due course aiding me better manage team’s performance by adapting new and disruptive techniques winning the voice of team & client.
Let’s meet & talk if you are on a hunt for like-minded people who believe in "Hire a Character’ & "Train the skill"
ethos.
Areas of Expertise:-
•Operations, Process, project, program management
•Forecasting, Strategic & Tactical Planning
•Quality Assurance & Control & CPI.
Areas Of interest / Improvement:-
•Positive EBITDA / Earnings Impact
•Revenue / Market share Analysis
•Fiscal Management / P&L Accountability
PS:- Hold U.S B1 Visa until 2022
Senior Manager Operations
Glowtouch Technlogies
Since July 2012
Mangalore
India
- Reporting to General Manager Operations, My role involves in leading and implementing organizational strategic goals by handling multiple managed services / SaaS / Hosting support projects which include Parallels (Plesk), servInt, and part of IBM projects. In due course I oversee all program management activities including but not limited to New-hire, Training, Operations, people, program, workforce / resource management, capacity planning, transition etc..
- Deliver High Quality consulting services to internal research groups & develop /deploy ground breaking program initiatives across the organization.
- Work closely with senior management V.P Operations to attain the business goal by tweaking methodologies, and provide strategic recommendations for continual improvement. Provided leadership in project/process management, and client relationships to 3 teams having on / off shore model resources: including Assistant Managers, Technical Account managers, Quality Analysts, Team leaders, vendor account managers.
- Effectively manage vendor/client sourcing relationships and excelling on accepted service level agreements.
- Planning Enterprise Portfolio Management include Partnering with business and technology groups to sequence the implementation of projects, and onboarding new ISV to the platform.
- Created and successfully implemented a focused delivery model resulting in 20% Improvement in customer satisfaction and phenomenal change noted in NPS.
- Lead the team to ramp up capacity to support an 18% growth in demand fueled by new product launches by clients and improved quality and on-time delivery performance.
- Served as liaison between Technology, Product Operations, Customer and Enterprise Services in all project stages including initiating, planning and execution.
- This role demands cultivation of human resources and elevating customer satisfaction. This was dramatically possible by increasing employee engagement by developing a team-oriented culture, consistent communication, talent recognition, creation of training and support for the team.
- Oversee monthly and quarterly assessments and forecasts of organization's financial performance against budget, financial and operational goals
- Periodical review support workflow adherence to standards including resource capacity planning.
- Developed and led best practices for cross-functional team having dual line of business by providing direction on technology / corrective actions.
Principal Consultant (Lead India operations)
CiberSites India pvt Ltd
February 2011
to November 2011
Bangalore
India
- As a Principal Consultant (Team Lead), I was entrusted with the mission of single handedly transition / manage activities confining to the “Helpdesk Operations” contact center and fulfillment departments for the WORLD BANK GROUP, IFC.
- Actively supervised the direct reports composed by associate consultants, consultants and senior consultants. I turned myself into a developer of talent with expertise in hiring, training, handling operations and appraisal.
- Got trained in World Bank group entity (IFC) in Washington D.C, U.S.A and had a major role in transitioning the process from U.S.A to India. Lead by example, supporting 5000+ employees of IFC from over 160+ countries globally. During this period, I also acted as a regulator for critical infrastructure maintenance scheduling/ deployment with engineering teams globally.
- Manage and maintain global Helpdesk -Voice and Email
- Improve the operational systems, processes and policies in support of the organization’s goal
- Participate in regular transition /global service desk meetings with the client and update team
- Oversee all financial management, planning, systems and controls
- Supervise and guide/update team on policies and procedures regularly
- Oversee monthly and quarterly assessments and forecasts of organization's financial performance against budget, financial and operational goals
- Oversee short and long-term financial and managerial reporting
- Manage and increase the effectiveness and efficiency of support services through improvements to each function as well as coordination and communication between support and business functions
- Assure that the team delights customer on every call & achieve the SLA set by client
- Technologies supported: Active directory, Lotus Notes 8.5, RSA, SCCM, Windows Vista/ Windows 7, MS Office 2007, network, Hardware, software related issues,Blackberry, iPAD, Citrix, VPN etc.
Senior Systems Engineer
Goldman Sachs (contract to hire by H&M LTD)
December 2009
to January 2011
- As an SSE was responsible for advanced technical support on “BES” environment for the entire Firm , on Aruba, cisco phones, desktop’s laptop’s VPN, RSA ace server’s , access points, Citrix, sector zero encryption software etc. During my service, I was a liaison to team in assisting Investment Bankers, Traders, Clients, partners to login to their system’s /Blackberry’s , IPAD and perform day to day activities. The SSE role also transfigures personnel and administrative skills, such as, multi-tasking, project assessment, hiring, performance appraisal, communication and infrastructure facilitation
- Drive initiatives in the management team and organizationally that contribute to long-term operational excellence
- Maintain the 2 city mailbox: Salt lake City, U.S.A and Bangalore, India
- Provision/troubleshoot/ maintain: Ace server/desktop/laptop/access issues for share points •
IT Engineer- I
Fair Isaac Software (India) Pvt. Ltd.
February 2009
to November 2009
- This role diversified my skills and gave me extensive practical experience of working with computers, Infrastructure and resolving any support issues. During my service I was exposed to the fields of asset management, infrastructure management, vendor management, service maintenance and back-up maintenance. The role gave me an ability to administer and control the operations.
Team Leader
SPA Computers
September 2008
to February 2009
- Handling a Team of 12 in process regulation, and trained them on various aspects like Telephone Etiquette, Customer service skills, Communication skills, Listening skills, Email/ work culture& professional Etiquette etc..
- Worked closely in setting up Siemens hipath pbx and the IVR and voice logger right from installation to ready for operation setup.
- Designed the call flow and the process flow structures, setup SOP for CRM and field application.
Technical support Engineer
Aspect Software
February 2008
to July 2008
- Dealing with Aspect dialer related & Database problems. Dealt with Various remote connectivity/monitoring tools like VNC, ,LOGmein, PC Anywhere, ASRA(webex),windows terminal etc…
- Collection of logs and installation of cod mod respectively, connectivity tests etc.
- Updating in various process related tools and worked on server 2003. Handle escalations
Technical Support Specialist
Dell International Services
August 2006
to October 2007
- Working as a A5 Specialist my duties ranged in helping users with technical issues related to Laptops, Desktops etc. Assisted Canadian customer's in installing software's, OS, etc..
- Got trained on vista pilot batch by Microsoft.
- Received many accolades as TOP TECH and Dell connect champion for two consecutive quarters.
Process Executive
INFOSYS BPO
December 2004
to March 2006
- Duties include Resolving Billing enquires , Basic internet issues, DSL , ADSL, Broadband
- Got promoted as senior process executive and was into training the New Hire
- Won the Individual Extra Miler award for exhibiting excellent performance on voice and data. Won the Spot award on the floor twice.
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Coach /mentor (Pedagogy).
Advanced
-
Performance management.
Advanced
-
Workforce / capacity planning.
Advanced
-
Design and enhance Rewards programs.
Advanced
-
Cross functional team leadership.
Advanced
-
Talent mgmt., Hiring/training/ Transition.
Advanced
-
Operations/Project /Client/Process/program/Vendor Mgmt.
Advanced
-
Tactical System/Business/Requirement/Result Analysis.
Good
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Planning / Budgeting / Process &procedure design.
Good
-
ITSM-(Incident/Problem/Change mgmt.)
Advanced
-
Manage Client Relation (Globally)
Advanced
-
Technical Support Windows, Linux (Plesk etc..) virtualization.
Good
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Managed services, Hosting support, SAAS programs
Advanced
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Helpdesk , Service desk etc..
Advanced
- PMP - Certified
- TQM /ITIL – Working Knowledge
- Scan through Blogs on new technologies and trending market.
- Cricket,Snooker & Listening to classical and soothing music
