LEOARUL PAUL CRUZ
Bengaluru
Summary
As an Operations manager handling more than 200 resources in the IT infrastructure, focused on the service delivery. Skilled in Scrum,Agile,Power BI dashboards,Tableau and ITIL. Handled global customers of US and UK with various tracks such as Service Desk, Compliance, Windows Cloud,Vendor Management and Automation. Implemented Agile methodology and guided team to work on the new environment as per Agile policies. Responsible for hiring talented resources for various teams as per the job requirement. Worked on various ticketing tools and handled escalations, RCAs. Responsible for budget preparation for each financial year and revenue calculations.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Operations Manager - IT Infrastructure
Amazon
Bengaluru
03.2024 - Current
- Experience people leader and operations manager handling European Client with the team count of 220 employees of different tracks and responsible for leading and managing teams of customer service, SCCM compliance, Active Directory, Windows, AWS cloud
- This involves hiring, training, and coaching the employees to ensure they deliver excellent service and meet customer requirements
- Evaluate and implement technologies and tools that improve efficiency and enhance the client satisfaction and customer experience
- This may include CRM systems, ticketing platforms, chatbots, and knowledge bases
- Ensure that the employees are undergoing technological trainings and development opportunities
- This helps in maintaining high levels of product knowledge, professionalism, and customer service skills
- Collaborate cross-functionally with other departments such as marketing, sales, and product development to address customer concerns, provide insights, and improve overall customer satisfaction
- Implement quality assurance programs to ensure that customer interactions are handled consistently and according to company policies and standards
- As part of Agile methodology need to have a daily stand-up, sprint planning, retrospectives, and periodical reviews
- Also ensure that the meetings run smoothly and facilitate communication between team members effectively.
Operations Manager - Network and Cloud Operations
HCL Technologies.pvt.ltd
Chennai
10.2022 - 03.2024
- As an effective Operations Manager, handled IT Infra teams for US client with the strength of more than 200 resources
- Various departments such as Service Desk, GAM, Cloud, Windows, Power BI, compliance
- Implemented AI chatbots with various options as per the customer requirements and increased the CSAT score to 99%
- All the IT equipment's are kept 100% complaint and updated the servers and systems with the latest update
- Maintained in N or N-1 versions
- Supported to open more than 9 different retail stores of the customer at Providence (Rhode Island USA) with all IT requirements
- Made in to Live as per the target date of the customer
- Quality check has been made with all check points before the Go live date and ensured on the customer experience
- Automation has been implemented in all tracks to reduce the manpower and human error also to improve the yearly Revenue of more than 10 million dollars
- Also, with the help of automation provided 10% discount/year to the client as per the signed project agreement
- Touchless system configuration has been implemented and made the work easier to all the client employees at this Corona situation
- Without any work impact they can handle the customers from their base locations or home not required to visit any IT wing or office
- Power BI is used for preparing the dashboards for client review meetings and for all presentations
- Onboarding of the resources will be owned and ensure to hire a talented resource as per the job requirement of all tracks.
Project Manager - Information Technology
Wipro Ltd
Hyderabad
05.2019 - 10.2022
- As a people leader handled more than 150 resources in a service level team
- Responsible to onboard the resource and train them with the New Hire requirements
- Established and maintained relationships with vendors
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution
- Trained and supported end-users with software, hardware, and network standards and use processes
- Handled the team count of 150 resources of 12 different tracks and have 12 Leads for each track to track the process
- Analyzed user requirements and developed solutions to meet needs of client
- Worked under different projects such as Reliance Jio, Standard Chartered bank and Indusind Bank as a Project and Operations Manager.
Manager - Data Center and Network Security
Reliance Jio Infocomm Ltd.
04.2017 - 05.2019
- As a Data center manager responsible to more than 450 servers and storage devices, Liaised with other departments to minimize network interruptions and possible downtime
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
- Created document to development across project work streams to create internal control statements per compliance and regulatory standards
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems
- Monitored the servers using Solar winds, continuity patrol monitoring tools
- Demonstrated strong organizational and time management skills while managing multiple projects
- Coordinated with different teams,vendors and stake holders for troubleshooting the servers or storage devices.
Network Administrator
ERICSSON INDIA PVT LTD
Chennai
05.2015 - 04.2017
- Provided end-to-end engineering and installation of route-based IP network solutions
- Managed, tracked, and coordinated problem resolution and escalation processes in Aircel projects
- Performed troubleshooting for Juniper, Cisco, and packet analysis
- Provided network support services for devices such as hubs, bridges, routers, and other hardware
- Integrated fixed wireless connectivity into facilities requiring high-speed networks
- Liaised with stakeholders to keep project goals and deadlines on target
- Monitored network capacity and performance to diagnose and resolve complex network problems in the telecom sector.
Product Quality Assurance Engineer
SACL
Coimbatore
03.2014 - 02.2015
- Planned and devised cohesive test plans for projects using advanced testing technologies
- Provided technical support and expertise on product design changes or modifications.
- Maintained accurate records of all tests performed during the QA process.
- Implemented corrective action plans whenever necessary based on customer complaints or reported failures.
- Analyzed customer feedback data to identify trends in product quality issues.
- Conducted periodic reviews of product performance, reliability, safety and quality standards.
Customer Support Associate
EDM SOFT SOLUTIONS
06.2013 - 02.2014
- Developed and actualized customer service initiatives to decrease wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Responded to customer calls and emails to answer questions about products and services
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Kept detailed records of customer interactions to track and resolve issues quickly.
Education
MBA/PGDM -
Manonmaniam Sundaranar University (MSU)
01.2015
B.Tech/B.E. -
Anna University
01.2013
12th -
01.2009
10th -
01.2007
Skills
- People Management
- Business Development
- Customer Service
- Business Intelligence
- P&L Management
- Scrum Methodology
- Project Management
Certification
- ITIL 4 Foundation: an introduction to ITIL 4
- PROFESSIONAL SCRUM MASTER I
Additional Information
11 Years 4 Months
Personal Information
Title: Operations Manager
Languages
- English
- Hindhi
- Malayalam
- Tamil
Projects
151 Days, PC Refresh project - 2500 machines, The PC refresh project has been successfully completed for all 2500 machines without any deviation. Used power automate tool for auto response mails for the users to provide the communication. The customer appreciated for the great work done with 6 members team in short duration
Timeline
Operations Manager - IT Infrastructure
Amazon
03.2024 - Current
Operations Manager - Network and Cloud Operations
HCL Technologies.pvt.ltd
10.2022 - 03.2024
Project Manager - Information Technology
Wipro Ltd
05.2019 - 10.2022
Manager - Data Center and Network Security
Reliance Jio Infocomm Ltd.
04.2017 - 05.2019
Network Administrator
ERICSSON INDIA PVT LTD
05.2015 - 04.2017
Product Quality Assurance Engineer
SACL
03.2014 - 02.2015
Customer Support Associate
EDM SOFT SOLUTIONS
06.2013 - 02.2014
MBA/PGDM -
Manonmaniam Sundaranar University (MSU)
B.Tech/B.E. -
Anna University
12th -
10th -
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