Deiva Prakash C V

Experienced Operations Manager with a proven track record in leading ITIS operations, managing 50+ team members across 4–5 towers. Skilled in team building, competency maintenance, skill development, and attrition management, with a strong focus on maintaining high process hygiene and operational discipline. Expertise in incident analysis, DPCA/BICM data review, and driving continuous process improvements to enhance service quality and reduce repeat issues. Proficient in preparing costing for applications and server operations, delivering detailed monthly connects, service review reports, and performance updates. Adept at client handling with consistent daily reviews, ensuring transparency, trust, and customer satisfaction while maintaining strong governance across ITIS functions.

As an experienced ITIS Team Lead, I specialize in ensuring operational stability through effective weekly incident and alert analysis, proactive RAG reviews, and strong service improvement initiatives. My leadership approach focuses on continuous feedback, clear performance tracking, and maintaining high service standards across all operations.

I am highly skilled in process documentation, SOP creation, and change management reviews, ensuring that all procedures are streamlined and compliant. I also manage BCP alignment, supporting business continuity and operational readiness during critical events.

Technically proficient across a wide range of platforms and tools including ServiceNow, Splunk, Control-M, Mainframe, AWS, Linux, Windows, and Datadog, I excel in alert monitoring, automation awareness, and end-to-end operational support. Additionally, I handle 24×7 roster preparation, ensuring optimal team coverage and smooth delivery operations.

Worked as a Senior Quality Analyst for domestic projects, contributing to business analysis, leveraging office tools effectively, and actively collaborating in process development initiatives to drive continuous improvement.

In my experience as a Quality Analyst for chat and email operations, I manage daily auditing, ensure strict process and policy compliance, and provide continuous feedback to enhance agent performance. I conduct morning huddles, deliver new process update sessions via floor shouts, and lead one-on-one feedback sessions to address quality gaps and strengthen communication skills. Additionally, I prepare quality insights, support calibration alignment, and drive process improvements by identifying issues, updating SOPs, and maintaining consistent service standards. I also perform root cause analyses using tools such as 5 Why analysis and Pareto charts to uncover issues and measure their impact on operations.

• I hold 5 years’ experience of working as Quality Analyst for both International and Domestic projects and familiar with every type of Business Analysis work using office suites and enrolled in all process development activities.
• Responsibilities:
• 1. Evaluating agent productions, Root Cause Analysis and succeeding targets
• 2. Auditing Calls, Calibrations and deep drill on agent performance in CRM
• 3. Report creation according to client requests using QC Tools (Pareto Chart and Histogram)
• 4. Identification of training necessities on regular basis
• 5. Maintaining Quality Management System, including reports observance and conserving
• Certified lean Six Sigma Yellow belt and Green belt