Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
D. SATISH KUMAR

D. SATISH KUMAR

Summary

Dynamic Project/Delivery Manager with a proven track record at Tech Mahindra Ltd., excelling in budget management and client relationship management. Expert in performance monitoring, I successfully led teams to enhance customer satisfaction and streamline project execution, ensuring adherence to standards and achieving significant operational improvements.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Project / Delivery Manager

Tech Mahindra Ltd.
Chennai
10.2023 - Current
  • Planned and developed project ideas, implementing business strategies per agreed standards.
  • Led support team, ensuring minimal escalations and high customer satisfaction.
  • Monitored project and team performance, addressing issues proactively.
  • Conducted fortnightly client meetings to discuss ticket status and support needs.
  • Facilitated weekly team meetings, promoting best practices and resolving member concerns.
  • Ensured project adherence to allocated budget and stakeholder satisfaction.
  • Identified gaps in business support and implemented corrective measures.
  • Executed transition of IT services from development teams into steady-state operations.

Senior Consultant (MIS Delivery Support)

Bristlecone India Limited.
Bangalore
09.2022 - 09.2023
  • Conducted daily discussions with internal teams and management to assess onboarding progress and identify business opportunities.
  • Facilitated monthly meetings with customers to review project status and address concerns.
  • Collaborated with project team members to identify and resolve issues affecting performance.
  • Managed monthly timesheet entries for accurate billing and invoicing processes.
  • Engaged in internal and client discussions to enhance project execution and bridge operational gaps.
  • Addressed client escalations promptly, ensuring resolution of critical issues.
  • Monitored client payments closely, initiating follow-ups for delayed transactions.
  • Prepared profitability reports, analyzing monthly trends to identify and mitigate financial dips.

Senior Consultant (L2 Application Support)

Alp Consulting Ltd.
Bangalore
08.2021 - 08.2022
  • Provided L2 support for SuccessFactors, addressing incidents raised by customers.
  • Collaborated with L1 support team to clarify customer issues documented in incidents.
  • Conducted issue replication and analysis to identify root causes and solutions.
  • Prioritized incidents based on severity levels to ensure effective resolution.
  • Maintained SLA compliance for incidents; prepared RCA for any breaches.
  • Managed customer escalations and delivered weekly and monthly incident reports to management.
  • Facilitated daily scrum meetings to discuss pending incidents with associated teams.
  • Led monthly meetings with L3 teams to review SLAs and strategies for reducing issues.

Senior Engineer (ITSM)

Renault Nissan Technology & Business Center India Pvt., Ltd.
Chennai
09.2008 - 07.2021
  • Led Helpdesk support team to achieve service goals and improve responsiveness.
  • Managed IT assets through comprehensive lifecycle management, including procurement and disposal.
  • Monitored Helpdesk SLA and TAT to ensure adherence to service agreements.
  • Analyzed service and incident call reports to identify trends and enhance performance.
  • Prepared Root Cause Analysis for incidents exceeding SLA thresholds.
  • Conducted user satisfaction surveys to gather feedback and implement improvements.
  • Coordinated vendor management and maintained relationships for timely service delivery.
  • Developed strategic guidelines for IT asset deployment, ensuring compliance with company standards.

Sr. Technical Support Engineer (Voice & Escalation Support)

Sutherland Global Services Pvt. Ltd.
Chennai
03.2007 - 08.2008
  • Facilitated installation and troubleshooting of Norton products via Remote Assistance.
  • Managed activation and upgrades of Norton software following trial periods.
  • Conducted subscription transfers across different versions of Norton products.
  • Handled escalation calls and performed timely customer callbacks.
  • Analyzed customer satisfaction surveys to identify areas for improvement.
  • Performed call monitoring and quality checks to ensure service standards.
  • Generated and analyzed team reports to enhance performance metrics.
  • Executed service and problem call resolutions to address customer issues.

Technical Support Engineer (Voice Support)

Slash Support India Pvt. Ltd.
Chennai
03.2006 - 03.2007
  • Led a team of 5 to 10 support engineers in delivering exceptional technical assistance.
  • Configured and troubleshot wired and wireless routers, implementing necessary security features.
  • Managed installation and troubleshooting of wireless access points, print servers, USB, and PCI cards.
  • Handled customer callback escalations effectively to resolve critical issues promptly.
  • Analyzed customer satisfaction survey results to drive continuous improvement initiatives.
  • Oversaw incident management processes, ensuring swift resolution of problems.
  • Fostered a collaborative team environment focused on high performance and accountability.
  • Streamlined customer communication protocols to enhance service delivery.

Document Specialist

RR Donnelley (Office Tiger Database Systems India Pvt. Ltd.)
Chennai
07.2002 - 02.2006
  • Converted raw Word documents into tool-specific files using Edgar & Profile tools.
  • Formatted documents according to client-provided style templates to ensure consistency.
  • Coordinated with clients regarding data requirements and expectations.
  • Conducted quality checks by comparing formatted documents against raw submissions.
  • Uploaded final documents to clients or directly to SEC as per client requests.
  • Created and verified style templates to meet project specifications.
  • Facilitated client calls and interactions to clarify project details.
  • Ensured thorough quality checks prior to final document submission.

Education

B.B.A - Business Administration

University of Chennai
Chennai
09-2003

D.EEE - Electrical & Electronics Engineering

Thai Moogambigai Polytechnic
Chennai
10-1998

Skills

  • Java (Core)
  • C
  • C
  • VB 60
  • HTML
  • XML
  • Oracle
  • SQL Server 2000
  • Windows 9X/2000/XP
  • Team leadership
  • Customer service
  • Budget management
  • Project management
  • Performance monitoring
  • Client relationship management

Certification

  • Post Graduate Diploma in Computer Applications.
  • Certified in ITIL v4 Foundation (Information Technology Infrastructure Library)
  • Completed Cisco Certified Network Associate (CCNA)

Timeline

Project / Delivery Manager

Tech Mahindra Ltd.
10.2023 - Current

Senior Consultant (MIS Delivery Support)

Bristlecone India Limited.
09.2022 - 09.2023

Senior Consultant (L2 Application Support)

Alp Consulting Ltd.
08.2021 - 08.2022

Senior Engineer (ITSM)

Renault Nissan Technology & Business Center India Pvt., Ltd.
09.2008 - 07.2021

Sr. Technical Support Engineer (Voice & Escalation Support)

Sutherland Global Services Pvt. Ltd.
03.2007 - 08.2008

Technical Support Engineer (Voice Support)

Slash Support India Pvt. Ltd.
03.2006 - 03.2007

Document Specialist

RR Donnelley (Office Tiger Database Systems India Pvt. Ltd.)
07.2002 - 02.2006

B.B.A - Business Administration

University of Chennai

D.EEE - Electrical & Electronics Engineering

Thai Moogambigai Polytechnic

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