Ganesh Kumar K K
Bangalore
Summary
Highly competent Business Applications Manager with solid background in overseeing and optimizing enterprise-wide operations. Skilled in strategic planning, project management, and cross-functional team leadership. Strengths include developing business application strategies, streamlining processes for increased efficiency and productivity. Demonstrated success in managing large-scale projects to drive organizational growth and profitability. Excel in problem-solving, critical thinking, and communication, ensuring seamless integration of technology with business processes.
Overview
21
21
years of professional experience
Work History
Business Applications Manager
Akamai Technologies India Pvt. Ltd.
Bengaluru
09.2021 - Current
- Expertise in product and business analysis, solution designing, product solutioning, requirement gathering, project delivery, project management, validation and consulting, team management,
change requests, migration activities and application configuration for business processes. - Highly resourceful in liaising with clients for project management and business analysis activities like to gauge their business requirements, study existing processes and device solutions to help them
attain desired business state. - Manage the full project lifecycle for development and integration projects, from planning and design to testing and deployment.
- Facilitated requirements discovery sessions through various techniques like workshops, interviews,guided brainstorming to understand the business context, user intent and solution objectives.
- Executive communication including presenting analytical insights & recommendations to IT leadership.
- Providing insight-based, value-added analysis and innovative ideas to improve business performance against key measures and meet key goals, through detailed understanding of processes.
- An ardent Analyst with a flair for adapting quickly to dynamic business environments, skilled in adopting a pragmatic approach in improvising on solutions and resolving complex business issues.
- Self driven and leading a team of professionals providing strategic and tactical cross-functional business operations support across geographies. Creating an environment that is dynamic, collaborative, and supportive.
Product Operations Manager
Akamai Technologies India Pvt. Ltd.
Bengaluru
11.2017 - 09.2021
- Provide insight-based, value-added analyses and innovative ideas to continually improve business performance against key measures and meet key goals, through detailed understanding of processes.
- Working closely with internal groups within IT organization to develop and implement strategies to improve their performance.
- Identify process gaps through data crunching and analytics, provide recommendations and plug in improvements.
- Developed Staffing model, Cost models and various other dashboards to help the teams optimize and enhance their performance.
- Establish Analytics environment to provide periodic business insights to track and monitor and improve processes.
- Identifying opportunities to optimize existing processes, designing and driving the implementation of streamlined business processes.
- Initiated and implemented new processes within IT Operations to help the teams in identifying resource allocation, effort spent and other staffing-based metrics.
- Fortnightly, Monthly and Quarterly Business Review with the IT leadership to review performance.
- Designed & developed IT Staffing model which is predominantly used by the IT leadership during planning exercise.
- Responsible for productivity and quality of the team - provide individual coaching feedback sessions and have weekly one-on-ones with team members to improve performance and quality.
Principal Business Analyst
Akamai Technologies India Pvt. Ltd.
Bengaluru
04.2015 - 10.2017
- Part of the Global Sales, Services and Support Operations team and supporting Geo functions.
- Working closely with the APJ & EMEA Service Line Director, managed and coordinated financial metrics strategies and process improvement solutions across multiple verticals.
- Looking closely into Revenue, Bookings, Deferred, Churn, New customers attach and other important financial metrics and help the business to sustain and grow.
- Setting up a process for regular engagement with the field teams to review performance via Fortnightly, Monthly and Quarterly Business Review.
- Presented findings from various analyses at executive level meetings.
- Performing field forecast to get insights into field which in turns helps us budgeting, headcount and staffing.
- Partnering and counseling peers to assess needs, align and develop strategy in support of organizational goals and corporate service levels for senior leadership.
- Mentoring, training, motivating and ensuring growth and sustainability for new joiners in the team.
- Responsible for productivity and quality of the team - provide individual coaching feedback sessions, and have weekly one-on-ones with team members to improve performance and quality.
- Working with the manager on hiring, appraisals, growth opportunities, scalability of the individuals aligned.
Senior Business Analyst
Akamai Technologies India Pvt. Ltd.
Bengaluru
04.2013 - 03.2015
- Worked with the Global Services and Support Operations team and supporting Global Customer Care, Account Management, Customer Experience (NPS), Security Operations Centre (SOC) and Emerging Customers Services teams.
- Working closely with the Global Customer Care VP, managed and coordinated performance metrics strategies and process improvement solutions across multiple verticals within one of the largest teams in Akamai.
- Partnering and counseling peers to assess needs, align and develop strategy in support of organizational goals and corporate service levels for senior leadership.
- Leading implementations of diverse, global reaching projects and initiatives offering corrective and preventive solutions through root cause analysis, systemic enhancements and process modification.
- Oversight of risk management and financial activities .
- Developed new metrics to drive efficiency and increase customer satisfaction.
- Performing low trend analysis, key driver analysis, customer behavior analysis for both transactional and relationship surveys. (NPS)
- Setting up a process for regular engagement with the field teams to review performance via Fortnightly, Monthly and Quarterly Business Review.
- In regular discussion with field team to drive and support initiatives across Service teams to focusing on ongoing improvements, productivity & enhancing efficiencies.
- Responsibilities of being a trusted advisor for the management team to drive performance.
- Member of the Core managers meet in Boston to discuss larger objectives for the next 5 year plan.
- Setting up process and driving New hire training / ramp up, cross functional training.
Business Analyst
Akamai Technologies India Pvt. Ltd.
Bengaluru
08.2011 - 03.2013
- Collaborated with stakeholders across departments to define requirements for new dashboards.
- Identified gaps between current state and desired future state operations.
- Generating regular weekly / monthly /quarterly reports.
- Developed and implemented data analyses, data collection systems, and other strategies that optimized statistical efficiency and quality.
- Conducted detailed business analysis, outlining problems, opportunities, and solutions for a business.
- Performed daily, weekly, and monthly reviews and analyses of current processes using operational metrics and reports.
- Conducted insightful, ad hoc analyses to investigate ongoing or one-time operational issues.
- Data assistance to Program Managers and Managers.
Lead – F & A
IBM
Bengaluru
05.2010 - 07.2011
- Worked with IBM as a Lead – F & A, being an active member of resource and capacity management teams form May 2010 till July 2011 for UKI Region (United Kingdom and Ireland).
- Active Member of UKI Region and member of the PMO, working closely with Program manager and supporting the leadership team with regular reporting of KPI’s and analysis to provide directions for the initiative, to enable informed decision making. Provide information / analysis to the team to support their resource / capacity planning.
- Designing Metrics / KPI’s for resource management, and based on discussion with Program Manager & leadership team.
- Regular discussion with the corporate team & Program manager to update on the Program status for UKI, and help provide information / analysis to make decision on the go forward plans.
- Regular reporting of metrics and preparing QBR’s for review and to measure the performance of the practitioners.
- Forecasting analysis to help understand the hiring patterns.
- Creates and maintains records and staffing plans, maintains deployment and assignment data and executes regular and ad hoc resource management reports.
- Standardizing the process by preparing SOP’s & SOW’s
Business Analyst
EMC
Bengaluru
05.2009 - 05.2010
- Member of project team tasked to set up a support center (Geo specific) to address Supply chain related queries across APJ, which involved working closely with both Internal and external stack holders to define scope & design the KPI’s / metrics.
- Working with the geo team to standardize their daily operational activity.
- Reporting KPI’s regularly to the project manager based on tools like British Telecom and eRoom.
- Forecasting the volumes with the help of history captured from British Telecom.
- Process Knowledge base created with the help of Visual CHM and launching the same via HTML, to help geo teams to address customer queries effectively. The initiative also provided a pool of knowledge
retentions of the process. - Member of project team tasked to set up a Logistics center (for APJ) to address supply chain lead time issues for partners, which involved working closely with both internal and external stack holders to define scope & design the KPI’s / metrics.
- Worked closely with Manufacturing and Geo partner managers to forecast & ensure sufficient inventory is available in the logistics center.
- Setting targets for different processes of Supply Chain on quarterly basis.
- Working along with the Manufacturing, carrier,logistics teams, etc
for continuous improvement in supply chain and help the teams to meet their targets. - Preparing quarterly dashboards.
- Working with the India team to help improve the supply chain process for India partners
Business / Quality Analyst
Byond Global Outsourcing Pvt Ltd
Bengaluru
11.2006 - 04.2009
- Was part of the transition team to setup the analytics team in new Gurgaon branch.
- Part of the team which deployed a Green Belt project to improve the collections by following DMAIC procedure, which improved collections by 12%.
- Generation of Management Reports (Daily, Weekly and Monthly.
- Updating Liquidation Reports.
- Calculating Monthly Incentives for the collectors.
- Introduced Accounts Worked and TOS report to help the performance on the floor.
- Performance management and review with operations to address gaps,
suggest strategic initiatives and implement action plans to improve performance. - Prepare in-depth analytical reports for clients and Senior Management.
- Work along with the product team on enhancements and database structures for better metric collation.
- Monitoring calls and giving them constant feedback.
- Preparation of Breach Report, Weekly dash Board, Call deviation Report, Productivity report.
- Conducted Call Calibrations & introduced scoring system for the same.
- Introduced call recording system in the Organization for monitoring purpose.
Process Trainer
Sitel
Bengaluru
12.2003 - 11.2006
- Conducting New Hire Technical Training related to dialup connections.
- Conducting New Hire Training related to the billing helpdesk of ISP.
- Managing Internet issues, Outlook Express issues and Connection issues.
- Billing issues, refund issues, cancellation and registration issues.
- Conducted training on the New Call flow for the entire billing and technical helpdesk..
- Conducted trainings for 2 new projects.
- Conducted training for both the technical and the billing helpdesk on CRM tool.
- Preparing Training Need Analysis and identifying bottom performers and conducting refresher trainings.
- Was also responsible for creating complete New Hire Training materials and Training planner for the billing helpdesk.
- Was responsible with interactions with the client regarding trainings.
- Completed 8 New Hire Training Batches.
Education
Bachelor of Commerce - Accounting And Finance
Bangalore University
04-2008
Skills
- Requirements Gathering
- Stakeholder Management
- Data Analytics
- Program & Project Management
- Business Analysis
- Cross-functional team leadership
- Business Intelligence
- Process Improvement & Automation
- Report Generation
- Business process improvement
- Data Modeling
- Creating User Stories and Acceptance Criteria
- Business Operations
- Sales & Service Operations
- Strong Communication
Activities
- Traveling acts as a multivitamin for me. It gives me strength, inspiration, makes me feel good about myself and keeps me healthy and happy.
- Foodie / Food lover Food is not just fuel; it's an experience.
- Mindfulness / Meditation / Health practicing healthy habits in all areas of my life, including health, fitness, mindfulness, mental health and social well-being.
Timeline
Business Applications Manager
Akamai Technologies India Pvt. Ltd.
09.2021 - Current
Product Operations Manager
Akamai Technologies India Pvt. Ltd.
11.2017 - 09.2021
Principal Business Analyst
Akamai Technologies India Pvt. Ltd.
04.2015 - 10.2017
Senior Business Analyst
Akamai Technologies India Pvt. Ltd.
04.2013 - 03.2015
Business Analyst
Akamai Technologies India Pvt. Ltd.
08.2011 - 03.2013
Lead – F & A
IBM
05.2010 - 07.2011
Business Analyst
EMC
05.2009 - 05.2010
Business / Quality Analyst
Byond Global Outsourcing Pvt Ltd
11.2006 - 04.2009
Process Trainer
Sitel
12.2003 - 11.2006
Bachelor of Commerce - Accounting And Finance
Bangalore University
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