Shanmugapriya Manoharan
Service Operations Manager
Chennai,TN
Summary
Ambitious Operations Manager offering over 3+ years of experience and proven success in service operations, production, quality assurance and leadership. Highly skilled in streamlining operations and improving throughput through continuous process improvement and cross-functional collaboration. Accomplished in building high-performing teams and inspiring staff to achieve goals.
Overview
13
13
years of professional experience
2
2
Certifications
3
3
years of post-secondary education
Work History
Operations Manager
NTT DATA Global Delivery Services
Chennai
10.2019 - Current
- Handling team of 52 operations associates, managing all operational aspects of handling Production environment, SLA compliance, and manages ticketing systems
- Effectively manages employee relations including hiring, discipline, rewards and recognition, and effective human capital resources allocation
- Created monthly goals and coaching for new employees, improving performance of new hires by 15% in their first year of work
- Coach, develop, and mentor staff through effective use of continuous feedback and open communication and ensure that all direct reports are properly trained in their necessary duties, and suggest training to improve required job skills
- Proven ability to effectively manage multiple projects amid changing priorities in fast‑paced environment and produce outstanding results
- Preparing reports and maintaining records of work accomplishments and administrative information, as required, and coordinating preparation, presentation, and communication of work‑related information to management
- Identified manually intensive tasks for team and worked with support and development to automate those tasks, saving 15 hours of manual work each week
- Escalation Management – responds, manages, and recovers any customer complaints or escalations by tapping expert resources in resolving issues raised
- Implement continuous improvement strategies that yield sustainable results
- Promote and implement standards and procedures
- Robust verbal, written, and interpersonal communication skills
- Manage and track key performance indicators
- Excellent analytical and problem‑solving skills
System Administration Senior Analyst
03.2014 - 10.2019
- Worked as System Admin in Linux and Database domain
- Loblaw is full‑service retail drug store operating under name Shoppers Drug Mart
- Access stores server and database to resolve issues
- Deploy promotions on store servers
- Reorganize database to remove any wasted space and make storage space contiguous
- Analyze logs to provide Root cause for issues
- Take back up of transaction logs and database when required
- Clearing directories to increase performance/space utilization
- Resolve Tivoli‑generated alerts to make sure availability of application servers
- Monitor message queue through IBM WebSphere and make sure data transfer is successful
- Fixing issues in registers cache database
- Providing appropriate solutions during CRQ when there are production issues.
Team Lead
09.2012 - 03.2014
- Managed team of IT Helpdesk and Application Support Team of 15 members
- Maintained and improved Service Level Agreement between Honeywell and NTT Data.
System Support Associate
10.2009 - 09.2012
- Handling Inbound and Outbound calls and bridging the issues reported by the Customers to the L2 through Severity‑based ticketing
- E‑mail: Analyzing the emails and delegating the issue to the appropriate team through a tracking ticket and following up till the closure of the ticket
- Taking ownership of the ticket and taking action on the tickets according to their SLA
- Web: User requests would be handled based on the priority and keeping the technical team posted about the end user’s need and fixing the issue reported by the user.
Education
Bachelor of Science (B.Sc) - Computer Science
Madras University
Chennai, TN 07.2005 - 07.2008
Skills
- Staff Management
Timeline
Operations Manager
NTT DATA Global Delivery Services
10.2019 - Current
System Administration Senior Analyst
03.2014 - 10.2019
Team Lead
09.2012 - 03.2014
System Support Associate
10.2009 - 09.2012
Bachelor of Science (B.Sc) - Computer Science
Madras University
07.2005 - 07.2008
Similar Profiles
MANOGNA KADAVAKUTIMANOGNA KADAVAKUTI
Enterprise Planning Advisor at NTT Data Global Delivery ServicesEnterprise Planning Advisor at NTT Data Global Delivery Services
Piyush Kumar AnandPiyush Kumar Anand
Finance and Accounting Analyst at NTT Data Global Delivery ServicesFinance and Accounting Analyst at NTT Data Global Delivery Services
Shruti SonawaneShruti Sonawane
Software Analyst at NTT Data Global Delivery ServicesSoftware Analyst at NTT Data Global Delivery Services
Rick DesrosiersRick Desrosiers
WORK EXPERIENCE: Customer Service Representatives at NTT DATA Global Delivery Services PrivateWORK EXPERIENCE: Customer Service Representatives at NTT DATA Global Delivery Services Private
R Dinesh KumarR Dinesh Kumar
Network Lead at Tech MahindraNetwork Lead at Tech Mahindra