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
03.2014 - 09.2024
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
05.2009 - 03.2014
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
05.2007 - 12.2008
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
08.2024 - Current
Madras Christian College, Chennai
Bachelor of Science from Physics
06.2004 - 03.2009
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
10-2024
Prince2 Practitioner
10-2024
Deakin University
Master of Science from Data Science
08.2024 - Current
Senior Manager, IT Delivery and NOC
Zinnia Digital Services (Formerly Ebixcash)
03.2014 - 09.2024
Team Lead
CSS Corp.
05.2009 - 03.2014
Resolution Specialist
Sutherland Global Services
05.2007 - 12.2008
Madras Christian College
Bachelor of Science from Physics
06.2004 - 03.2009
Six Sigma, Green belt
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