GNANA MANIKANDAN
Operations Manager
Tiruvannamalai,Tamil Nadu
Summary
- PMP Certified project manager with over 11 years of experience in overseeing complex projects across diverse domains at HCL, BNYMellon, and Tata Consultancy Services. Expertise includes New Client Onboarding, Legacy Modernization, Transition Projects, and various initiatives such as Mergers and Acquisitions. Proven track record in managing migrations and short-term infrastructure changes while ensuring adherence to PMBOK methodologies. Aiming to leverage extensive project management skills to drive efficiency and innovation in future projects.
- Diligent and ambitious Deputy manager with several years of industry experience. Possesses exceptional leadership and conflict resolution skills. Committed to ensuring that all associates deliver the utmost level of customer service.
- ITIL Certified Professional with Comprehensive Knowledge of ITIL Processes.
- Established and nurtured strong Technical Partnerships with Clients, Directly Aligning Standards to Business requirements,
- Engaged in Implementation Teams for Large Projects, providing Individual Support Visits and Services for Onboarding New Managed IT Services Clients.
- In-depth Understanding of Cutting-edge IT Concepts, Practices, Methodologies, and Trends.
- Engaged in yearly budget forecasting sessions, providing valuable insights to financial planning. Played a pivotal role in quarterly business reviews, collaborating closely with clients and external vendors to analyze performance metrics.
- Proactive professional knowledgeable about all facets of business operations. Focused on building revenue streams, promoting customer loyalty, and maximizing organizational efficiency to boost bottom-line profitability.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Deputy Manager
HCL Technologies
Madurai
09.2019 - Current
- Handling a team of over 40 experts from Madurai, Chennai, Noida, Nagpur, Lucknow, Belgium, Brazil, Shanghai, and U.S. location resources, and guiding them to provide an admin level of backend support to BD and GSK users on their applications globally.
- Developed strategies for improving customer service standards within the organization.
- Organized meetings, events, conferences, workshops for staff members.
- Coordinated with other departments to ensure smooth functioning of activities.
- Ensured adherence to ITIL frameworks on-site, covering remote desktop support operations, incident, change, and IT service continuity management.
- Monitored SLAs for service requests, and consistently maintained high levels of CSAT.
- Facilitated the preparation of process documents, and conducted KT sessions for new joiners.
- Conducting regular meetings with team members to review performance and discuss skill upgrades.
- Prepared daily production reports by the end of the day, providing updates, and tracking pending activities.
- Provided timely support for various infrastructure projects and change requests.
- Ensured 100% compliance with parameters on all desktops, including SEP, DLP, AD, and SCCM.
- Engaged with top management, customers, and conducted structured monthly reviews.
- Participated in quarterly and half-yearly audits, both internal and external.
- Conducted discussions with SDMs for improvements.
- Responsible for creating and maintaining weekly and monthly reports, facilitating ongoing reviews, and quarterly performance evaluations.
- Additionally, I was involved in monthly accruals, budget forecasts, and service reviews to ensure effective financial management and operational efficiency.
- Daily attendance tracking, team shift roster planning, leave approval for the team members, survey review, ticket audits for the team, SLA review, and Sapience report review.
- Monthly audit and optimization activities: Conducted comprehensive audits, including asset inventory and resource productivity audits.
- Utilized lean audit tools for incident and service request quality checks.
- Conducting reviews for aging tickets, Mean Time to Resolve (MTTR) SLA compliance, Turnaround Time (TAT) analysis, Customer Satisfaction (CSAT) and Dissatisfaction (DSAT) survey feedback, Service Request and Incident SLAs, High Priority tickets, and Escalated tickets.
- Demonstrated adeptness in implementing cost-saving recommendations within live customer environments, resulting in tangible value creation, acknowledged multiple times by HCL with rewards for the successful execution and impact of these initiatives.
- Provided guidance and support to team members to help them achieve goals.
- Maintained records of all operational activities for future reference.
- Directed end-to-end project activities, ensuring meticulous planning and adherence to operational readiness, with a focus on maintaining quality as per established standards.
- I worked as a project manager for on-prem to cloud VDI, VDI to AVD, and AVD to W365 migration.
- I collaborated closely with vendors to ensure the smooth operation of projects, and effectively resolved any issues that arose during the process.
- Monitored daily operations and ensured compliance with company policies and regulations.
- Developed and implemented new procedures to improve efficiency of the organization.
- Conducted performance appraisals for subordinate staff members and provided feedback on their performance.
- Project Management: Engaged in transition projects with multiple companies, including TCS, Cognizant, Capgemini, BARD, CareFusion, and Embecta.
Technical Support Engineer
Bank of New York Mellon
Chennai
09.2016 - 08.2019
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Configured, maintained, and monitored computer systems for optimal performance.
- Installed applications, updates, patches, and service packs.
- Conducted research on technical products in order to make recommendations to customers.
- Assisted customers with mobile device configuration including email accounts and security settings.
- Analyzed system logs for potential problems or errors related to system performance or security threats.
- Assisted users with password resets and account lockout resolutions.
- Provided remote assistance to end-users when needed.
- Resolved complex technical problems through root cause analysis techniques.
- Monitored ticketing system queues for incoming requests from customers.
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Consulted via telephone to understand user problems, and asked probing questions to locate root causes.
- Diagnosed and resolved complex technical issues to ensure optimal system functionality.
- Adapted communication style to effectively convey technical information to non-technical audiences.
- Coordinated with vendors and external support teams to resolve third-party software issues.
Customer Support Engineer
Tata Consultancy Services
Chennai
02.2014 - 04.2016
- Responsibility for providing solutions and inquiries for corporate credit cards for Australia, the Philippines, Malaysia, Singapore, India, and Hong Kong corporate card holders.
- Responsibility in fraud handling cases for Citi Bank corporate credit cards.
- Responsibility for handling clients, program administrators, etc., of respective companies. Resolved customer inquiries in a timely manner via phone, email, or chat.
- Resolved customer inquiries in a timely manner via phone, email, or chat.
- Created detailed documentation regarding customer interactions and resolutions.
- Tracked customer feedback to improve service quality and experience.
- Prepared reports on customer support activities and metrics for management review.
- Coordinated with other departments to resolve cross-functional issues.
- Delivered highest level of support, assistance and professionalism to each customer to uphold company commitment to service.
Education
Bachelor of Science - Visual Communication
The New College
Chennai04-2008
Skills
- Project Management
- Project Documentation and Reporting
- Project Planning and Execution
- Vendor Management
- Procurement Management
- Communication Management
- Client Relationship Management
- Stakeholder Engagement
- Team Leadership and Motivation
- IT Asset Management
- Service Delivery Management
- Service Level Management
- IT Infrastructure Management
- Telecom Expense Management
- Negotiator
- Communicator
- Strategic Planner
- Team-oriented
- Ticketing tools: BMC Remedy and ServiceNow
- Office 365
- Messaging and Collaboration
- MDM
- Microsoft Azure
- AWS
- Cloud infrastructure support services
- ITIL
- ITSM
- Resource allocation and People management
- Agile methodology
- Internal and external stakeholders management
- IT - Audits
- Quality assessment
- Risk monitoring and control
- Incidents management
Languages
- English
- Tamil
Projects
Modernizing MDM through Apple Business Manager, Manage the migration of 35,000 devices from AirWatch to Microsoft Intune globally. Transitioning BARD users to Becton Dickinson, Migration of VDi on prem to RTP AVD, RTP AVD to W365 cloud.
Personal Information
- Passport Number: P0080998
- Date of Birth: 02/20/88
Affiliations
- Travel Freak
- Passionate on Cooking
- Involvement in knowing new things
Accomplishments
- Awarded for best employee title continuously for 3 years
- Rewarded for best contribution towards company's growth
- Awarded for best people manager
Certification
Project Management Professional (PMP)®, Cert ID# 3800904
From Project Management Institute (PMI), Member ID: 8479330
Valid up to October 2027
ITIL® Foundation in IT Service Management
From Axelos, Cert ID# 5504563.20459145
Effective from October 2015
Languages
Tamil
First Language
English
Proficient (C2)
C2
References
References available upon request.
Timeline
Deputy Manager
HCL Technologies
09.2019 - Current
Technical Support Engineer
Bank of New York Mellon
09.2016 - 08.2019
Customer Support Engineer
Tata Consultancy Services
02.2014 - 04.2016
Bachelor of Science - Visual Communication
The New College
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