Summary
Overview
Work History
Education
Skills
Websites
Tools & Technology
Certification
Visas
Timeline
Generic
ARUN KUMAR BILLAM

ARUN KUMAR BILLAM

Hyderabad

Summary

Seasoned operations and service delivery professional with 12+ years of experience driving efficiency, reliability, and customer satisfaction across diverse IT and business environments. Proven track record in leading high-performing teams, managing end-to-end service delivery, and ensuring seamless stakeholder communication. Adept at implementing process improvements, optimizing resource utilization, and aligning operations with organizational goals. Recognized for strong leadership, data-driven decision-making, and a commitment to delivering consistent results in dynamic, fast-paced environments.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Self-Managed

Family Business
Hyderabad
11.2022 - Current
  • Managing business operations, client relationships, and vendor coordination.
  • Oversaw budgeting, resource allocation, and day-to-day business management.
  • Enhanced decision-making, planning, and operational efficiency through hands-on business strategy execution.

Team Manager

People Link Unified Communications Pvt Ltd
Hyderabad
04.2022 - 11.2022
  • Co-ordinated cross-functional teams in delivering complex, client-facing initiatives with clarity of responsibility and role.
  • Served as the primary point of contact for the client and leadership, with regular communication and expectation management.
  • Identified potential risks, created mitigation strategies, and resolved escalations to deliver sustained delivery.
  • Implemented quality checkpoints at every phase of project delivery to ensure consistent client standards.
  • Processed detailed project schedules, reports, and closure documentation for open visibility tracking.
  • Simplified authentication procedures with a recorded process and a transparent procedure, enhancing delivery efficiency and accountability.
  • Held regular stakeholder check-ins to foster coordination and transparency.
  • Facilitated enhanced knowledge sharing and process consistency through the creation of guide sheets and documentation.

Program Manager (Contract)

Artech Info Systems Pvt Ltd
Hyderabad
06.2021 - 11.2021
  • Delivery timelines and the service standards were consistently achieved in all the projects that were worked on at the same time.
  • Every team was provided with specific objectives and attainable goals, and productivity was tracked on a weekly basis.
  • Focusing on the priorities was ensured with the help of the primary contact person in charge of the client, and the delivery teams.
  • Reduced delivery disruptions by implementing strategic risk management, and improving the delivery continuity.
  • Focusing on expectations and goals, the delivery time control measures were set in place and were not breached.
  • Project outcomes, along with all the progress certificates and evaluations, were put in place for the clients and the leadership.
  • On the reporting of the projects, there was teamwork, and for the projects, there were minimal reporting impacts; the changes and enhancement impacts were smooth.
  • Incorporating the feedback gained from the stakeholders improved the performance of the projects.

Sr. Team Lead

Sykes International Pvt Ltd
Hyderabad
12.2020 - 06.2021
  • Led the provision of services to international clients, making sure that performance targets and KPIs were regularly fulfilled.
  • Supervised a group of more than fifteen employees, directing development planning, mentoring, and performance evaluations.
  • Through transparent service, escalation management, and clear communication, I was able to maintain strong client relationships.
  • Resolved problems quickly by spotting risks early and putting systematic mitigation plans in place.
  • Used audits, reviews, and organized feedback loops to track and improve quality.
  • Produced and kept up-to-date comprehensive documentation, such as performance dashboards, shift schedules, and reports.
  • Worked in tandem with the support and technical teams to expedite procedures and enhance response times.
  • Introduced enhancements to service delivery procedures and workflows that improved customer satisfaction.

Sr. Team Lead

Knoah Solutions Pvt Ltd
Hyderabad
10.2016 - 10.2020
  • Supervised service desk operations, ensuring SLA adherence, queue management, and timely escalation handling for global clients.
  • Developed SOPs and knowledge repositories, driving process improvements, and improving team efficiency.

Recruitment Manager (US IT)

Amsoft Technologies Pvt Ltd
Hyderabad
10.2012 - 09.2016
  • Led a team of 12 recruiters, managing full-cycle U.S. IT hiring.
  • Built strong relationships with Tier-1 vendors and direct clients.

Team Lead

Knoah Solutions Pvt Ltd
Hyderabad
05.2011 - 10.2012
  • Supervised a 15-member support team, delivering SLA-driven service while handling escalations and client interactions.
  • Implemented workflow enhancements that streamlined incident resolution and reduced turnaround times.

Team Lead

Gold Stone Technologies
Hyderabad
02.2009 - 05.2011
  • Led a technical support team, managing escalations, and ensuring client SLAs were consistently achieved.
  • Coordinated with cross-functional teams to resolve incidents, maintaining service quality and uptime.

Sr. Technical Support Associate

Satyam Nipuna
Hyderabad
03.2006 - 10.2008
  • Resolved technical issues for U.S.-based ISP customers.
  • Escalated high-priority incidents and coordinated with L3 engineers for resolution.

Education

Bachelor's Degree -

Gandhi Institute of Technology & Management

Skills

  • Program and project management
  • Service delivery excellence
  • Team leadership and mentoring
  • Stakeholder engagement and communication
  • Risk identification and mitigation
  • Quality assurance and continuous improvement
  • Client relationship management
  • Performance metrics and reporting
  • Cross-functional collaboration
  • SLA governance and compliance
  • Agile Mindset

Websites

Tools & Technology

  • JIRA
  • Confluence
  • Salesforce
  • Zendesk
  • ServiceNow
  • MS Office Suite

Certification

  • Certified Scrum Master (CSM) - Certificant ID: 001559928
  • Trained Business Analyst@BACentric

Visas

  • - United States of America, B1/B2 Visa, 02/01/34
  • Canada, visitor visa, 12/01/31

Timeline

Self-Managed

Family Business
11.2022 - Current

Team Manager

People Link Unified Communications Pvt Ltd
04.2022 - 11.2022

Program Manager (Contract)

Artech Info Systems Pvt Ltd
06.2021 - 11.2021

Sr. Team Lead

Sykes International Pvt Ltd
12.2020 - 06.2021

Sr. Team Lead

Knoah Solutions Pvt Ltd
10.2016 - 10.2020

Recruitment Manager (US IT)

Amsoft Technologies Pvt Ltd
10.2012 - 09.2016

Team Lead

Knoah Solutions Pvt Ltd
05.2011 - 10.2012

Team Lead

Gold Stone Technologies
02.2009 - 05.2011

Sr. Technical Support Associate

Satyam Nipuna
03.2006 - 10.2008

Bachelor's Degree -

Gandhi Institute of Technology & Management

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