Hi, I’m
Arun Stephen JAYAKUMAR
Senior Manager, IT Delivery and NOC
Chennai
Summary
Versatile Senior Manager specializing in IT service Delivery and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Overview
17
years of professional experience
3
Certificates
5
years of post-secondary education
Work History
Zinnia Digital Services (Formerly Ebixcash)
Senior Manager, IT Delivery and NOC
2014.03 - 2024.09 (10 years & 6 months)
Job overview
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships
- Improved service quality, addressing client concerns promptly and professionally.
- Provided timely updates to stakeholders on incident progress, maintaining transparency and managing expectations throughout the resolution process.
- Implemented and developed operational standards, policies and procedures.
- Developed comprehensive project plans, outlining scopes, timelines, deliverables, and milestones.
- Oversee and improve all Deliveries for SaaS products
CSS Corp.
Team Lead
2009.05 - 2014.03 (4 years & 10 months)
Job overview
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Facilitated regular calibration meetings with supervisors, aligning evaluation standards for consistent results throughout the team.
Sutherland Global Services
Resolution Specialist
2007.05 - 2008.12 (1 year & 7 months)
Job overview
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
- Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and the company.
Education
Deakin University , Australia
Master of Science from Data Science
2024.08 - Current (1 month)
Madras Christian College , Chennai
Bachelor of Science from Physics
2004.06 - 2009.03 (4 years & 9 months)
Skills
Strategic Planning
Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
French
Elementary (A2)
Certification
Six Sigma, Green belt
Hobbies
Cellist - Madras Musical Association
Music Theory - Grade 8, Trinity College, London
Motorcyclist - over 300K km solo travel
Photography - Stock photography contributor
Timeline
ITIL4 Foundation
2024-10
Prince2 Practitioner
2024-10
Deakin University
Master of Science from Data Science
2024.08 - Current (1 month)
Senior Manager, IT Delivery and NOC
Zinnia Digital Services (Formerly Ebixcash)
2014.03 - 2024.09 (10 years & 6 months)
Team Lead
CSS Corp.
2009.05 - 2014.03 (4 years & 10 months)
Resolution Specialist
Sutherland Global Services
2007.05 - 2008.12 (1 year & 7 months)
Madras Christian College
Bachelor of Science from Physics
2004.06 - 2009.03 (4 years & 9 months)
Six Sigma, Green belt
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