ARUN P

• Led and managed a remote customer support team for a UK based digital product startup.

• Designed and implemented support processes, including ticket triaging, response SLAs, and escalation workflows.

• Set up support infrastructure using Zoho?Desk, Zoho?Forms, and Site24x7 for monitoring and customer interactions.

• Owned end -to-end service delivery, ensuring customer issues are logged, tracked, and resolved efficiently.

• Created standard operating procedures (SOPs) for handling incidents, change requests, and service outages.

• Managed daily operational escalations and worked cross functionally with product, engineering, and QA teams.

• Coordinated and negotiated with third party vendors for security assessments, monitoring, and other service engagements, securing cost effective contracts and driving savings.

• Managed a DevOps team to oversee infrastructure automation, deployment pipelines, and operational support functions.

• Led a team of 20 in a fast-paced retail software environment, managing service delivery with a track record of achieving 98% SLA compliance and 100% customer satisfaction.
• Implemented ITIL framework that increased service efficiency by 20%, reduced costs by 15%, and improved ticket resolution times by 30%.
• Steered the planning and completion of a major architecture overhaul resulting in a 20% performance boost across our software suite.
• Built a strong relationship and interacted with effective communication to the clients and cross-functional teams.
• Cultivated a culture of continuous improvement, which encouraged team members to contribute ideas, resulting in an improvement in process efficiency and 40% incident reduction.
• Fostered a team environment that prioritized learning, leading to a 15% improvement in employee satisfaction scores.
• Ensured relevant, current, and reliable documentation/information is maintained to support future operations and change activities.
• Improved team productivity by 25% by streamlining project management processes and implementing agile methodologies.
• Drove the adoption of a knowledge management system that reduced repeat incident volume by 40%, empowering clients with self-service tools and resources.

• Accountable for achieving the SLA parameters and publish daily / weekly / monthly / quarterly reporting of SLA performance with all stakeholders at the same time bringing in efficiencies.
• Setup and responsible for Major Incident Management, Problem Management, Change Management and Request Fulfilment.
• Regularly communicate with stakeholders and team members regarding issues, decisions and actions that arise during setting up of capability, including providing status reports to all levels of management and project team members.
• Develop and train team members to implement process improvements to operational procedures to proactively maintain the highest possible productivity levels.
• Ownership to drive the deliverables for the project and managing client expectations, coordinating with clients to establish best practices, maintaining project health and business growth and handling escalations.
• Leading and driving internal as well as third party vendors/partners operational meetings and service review, covering performance, service improvements and processes.
• Formulated and implemented Service Improvement Plans and implemented automations to improve services and realize efficiency targets.
• Report on team performance KPIs, develop recommendations and run with ad-hoc projects to improve service quality.
• Develop risk analysis and mitigation strategies for key deliveries.

• Managed a diverse team of 10 support technicians providing 24/7 service desk support to a global user base of over 80,000.
• Developed and implemented a comprehensive training program, elevating team expertise and reducing onboarding time by 40%.
• Orchestrated a 20% reduction in average resolution time by refining help desk ticketing system processes.
• Established and maintained protocols for system updates and maintenance, minimizing downtime and maintaining business continuity.
• Facilitated regular stakeholder meetings to gather feedback and assess system needs, fueling a 10% improvement in system functionalities.
• Actively monitored key performance indicators and provided weekly reports to senior management, driving data-driven decisions to optimize service desk performance.
• Implemented regular customer feedback loops to identify areas for service improvement, which led to an iterative enhancement of the IT support process.

• Handling Windows server administration tasks.
• Expertise in handling administrative task on Blackberry Enterprise Server 4.1 & 5.0, Exchange Server 2003 and 2010.
• Cisco VPN IP creation & configuration for VPN soft token.
• Mail Tracking in 2003 & 2010 Exchange Servers.
• Email id creation/amendment/deletion.