Summary
Overview
Work History
Education
Skills
MySQL certification from Udemy
Work Availability
Quote
Timeline
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Karthik Ramanathan

Associate Manager, Service Delivery
Chennai

Summary

Organized Service Delivery Analyst with [16] years of experience supporting service delivery management teams through analysis and management of customer data. Competent service-level manager and troubleshooter working to keep customers satisfied and supported. Expert data manipulator with extensive background in customer analytics, identifying service discrepancies and reporting when necessary. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.

Overview

16
16
years of professional experience
5
5
years of post-secondary education

Work History

Associate Manager, Service Delivery

Microland Limited
Bengaluru
07.2022 - Current
  • Managed 4 individual projects(Tools, NOC, UC and EVM)
  • Leading the Baker NOC and Tools Delivery of the Program
  • Managed team roster
  • Managing Incidents, Requests, Problems and Change and meeting SLA
  • Responsibility and accountability for End to End delivery within the program
  • Leading customer calls with data points and review on Monthly/Quarterly/Weekly connects
  • Run the Quality Audit from Program perspective and own the activity
  • Ensure validation and compliance on Reports, SOP’s, Quality Audits and Internal Quality metrics
  • Collaborate with cloud, unified communications and other teams within the program
  • Run Automation initiatives(Alerts like BGP down, EIGRP down, CPU utilization) were driven to closures
  • Run “Transfer to Operations” initiative to bring devices to network through adhering to compliance checks and better visibility in CMDB for active devices
  • Work with the team on stabilizing the environment through Problem Initiatives
  • Introduce workflow on Parent-Child Linkage to reduce inflow
  • Run individual calls with customers for Service Improvement initiatives(Syslog enabling, BPDU Guard enabling, TTO)
  • Worked on Reporting of Firewall Incidents
  • Worked on Profitability file for the team and made decisions based on which reduced costs
  • Managed regular connects with Reporting manager to work on automation initiatives and process conformation
  • Worked on SLO’s to ensure all that is agreed in the SOW is delivered
  • Refined change processes and reduced the number of Request for Change that are pending without going to CAB
  • Review or getting cancelled
  • Changed existing reporting on incidents for better visibility and clarity
  • Worked with CMDB compliance data for invoicing activities with customers
  • Did manage hiring, On Job training in process for new hires and moved them to production
  • Worked with Vendors on pressing issues and process refinement for better engagement and a review on agreed
  • KPI’s Key Achievements
  • Identified scope for SOP’s and increased the count from 35 to 63
  • Handled ISO Audit and showcased improvement in the scores from 85% in 2022 to 88% in 2023
  • Worked on 3 Automation initiatives., and brought them to production(Parent-Child Ticket Linkage, Auto ticket assignment, TTO)
  • Despite growth in volumes due to Automation initiatives, did ensure to keep under backlog consistent at 160 and below

Sr. Lead, Managed Services

Iopex Technologies
Chennai
04.2021 - 06.2022
  • Leading 5 different delivery teams dealing Changes and,
  • Ensured all Project’s got on boarded on time and went live as agreed
  • Ensured individual milestones got documented and used to apprise individuals and improve performance month on month
  • Key Achievments
  • Reduced escalations for the last quarter for Quarter starting November by 13% through documenting feedback in Incident Manager’s file, setting up process and announcements through handovers and team meetings and setting up monthly reviews with Incident Managers
  • Improved Ticket owning and acknowledgement times by 33% through setting up Queue Managers, Shift leads and account level SME’s
  • Mentored the team technically by deploying in house L3 resources to conduct Profile/role based training thus enabling effective Issue identification and troubleshooting

Tech Lead

Csscorp Pvt Ltd
Bengaluru
12.2017 - 05.2020
  • Aruba Networks Outsourced Tac Team, Managed two teams, one in Bangalore and other in Chennai remotely
  • Handled two Product groups one Clearpass, a NAC device and another Airwave, a monitoring tool
  • Documented Engineer Diary month on month with Achievements and Feedback and apprised them with the same
  • Setup technical feedback session for the team with Network Specialist team where tickets got reviewed and feedback was passed
  • Key Achievements
  • Improved teams utilization which resulted in average production/day of an engineer from 1.35 to 2.3 at the end of the 3 month after joining the project back on Feb 2018
  • Brought the team’s overall escalation % under 1% by end of Dec 2018 by having close control on Controllable Escalations(Includes/Analyses any individual effort and contribution towards the escalation)
  • Consistently maintained CSAT scores @ 82% and above., through Active Feedback, Case reviews and support to reduce customer efforts through active engagement with cross functional teams for solution
  • Brought in Initial response time under 1hour by effectively assigning tickets based on criticality/priority
  • Ensured the tickets were responded/followed up on time through aging case review once in 2 days and zeroing on untouched tickets
  • Maintained quality score for the team @ 85% and above by providing feedback on improvement area and reviewing the same for such errors in the next audit

Team lead

Csscorp Pvt Ltd
Chennai
03.2013 - 12.2017
  • Managed a team of 40 members responsible for customer support through Voice, Email and Chat
  • Consistently exceeded customer expectations on meeting customer % @ 99%
  • Maintained CSAT @92 and above for all medium’s(Voice, Email and Chat)
  • Achievements
  • Consistently achieved CSAT @ 92% and above through case review, working towards case closure
  • Engaged/delegated SME’ to watch closely on customer ticket commitments and achieved at 99% throughout
  • Achieved control on aging tickets through setting up a weekly call for aging and discussing the same with engineer and On Site SME alike
  • Maintained Ticket Audit scores @ 80% and above through individual feedback and review on the same with the engineer the next time and having that documented in the engineer’s diary

Support Lead

Csscorp Pvt Ltd
Chennai
04.2009 - 03.2013
  • Team Lead
  • Worked as a senior support engineer for a Project called Support Minds
  • Sales Conversion since the project sold Premium support solutions to customers who buy Netgear routers/Switches/Hubs/Wireless Adapters
  • Technical troubleshoot all software issues, Windows, Mac Desktop, Laptop and Printer troubleshooting

Tech Support Engineer

Csscorp Pvt Ltd
05.2007 - 04.2009
  • Worked in two projects one PRIMUS Internet support and BELKIN Technical Support troubleshooting modem connectivity, Soho router issues, printers, laptops, and desktops

Education

Master of Science - Psychology

Singhania University
Rajasthan
05.2021 - Current

B.C.A - Computers

University of Madras
Chennai
05.1999 - 04.2002

Skills

Team Management

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MySQL certification from Udemy

Have good My SQL skills that can provide support in Data analysis, Data reporting

Work Availability

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Quote

I have not failed. I’ve just found 10,000 ways that won’t work.
Thomas Edison

Timeline

Associate Manager, Service Delivery

Microland Limited
07.2022 - Current

Master of Science - Psychology

Singhania University
05.2021 - Current

Sr. Lead, Managed Services

Iopex Technologies
04.2021 - 06.2022

Tech Lead

Csscorp Pvt Ltd
12.2017 - 05.2020

Team lead

Csscorp Pvt Ltd
03.2013 - 12.2017

Support Lead

Csscorp Pvt Ltd
04.2009 - 03.2013

Tech Support Engineer

Csscorp Pvt Ltd
05.2007 - 04.2009

B.C.A - Computers

University of Madras
05.1999 - 04.2002

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Karthik RamanathanAssociate Manager, Service Delivery