Summary
Overview
Work History
Education
Skills
Websites
Hobbies and Interests
Timeline
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Navin Kumar

Bangalore

Summary

Dynamic Integration Team Lead with a proven track record at Neurons IT-Asia, excelling in incident management and team leadership. Skilled in SQL and process enhancement, I drive operational efficiency and foster collaboration, achieving high-quality results through effective mentoring and performance metrics. Committed to continuous improvement and customer satisfaction.

Overview

8
8
years of professional experience

Work History

Integration Team Lead

Neurons IT-Asia
11.2022 - Current
  • Company Overview: Client: Louis Vuitton.
  • Support and monitor team of 10 to 12 member 24/7
  • Team Leadership and Mentorship: Led and mentored a team of L1/L2 engineers, fostering collaboration, providing coaching, and aligning team efforts with organizational goals to deliver high-quality results.
  • Performance Management and Process Optimization: Defined KPIs/SLAs to monitor team performance, leveraging Lean Management principles to streamline workflows, reduce inefficiencies, and enhance operational efficiency.
  • Incident Management and ITIL Implementation: Applied ITIL best practices to manage and resolve incidents efficiently, minimizing downtime, improving service delivery, and ensuring adherence to ITSM standards.
  • Agile Methodologies and Collaboration Tools: Utilized Agile frameworks to manage and prioritize tasks, implemented JIRA for sprint planning and issue tracking, and created detailed documentation on Confluence to ensure knowledge sharing and seamless project management.
  • Proactive Issue Resolution and Cross-Team Collaboration: Resolved complex issues proactively within tight deadlines, collaborating with cross-functional teams to ensure timely solutions, and maintain operational continuity.
  • Coordinated team resources to achieve project goals.
  • Coordinated daily operations, ensuring team adherence to company policies and procedures.
  • Trained new staff in relevant processes and procedures.
  • Monitored team progress and enforced deadlines.
  • Resolved escalated customer complaints or queries promptly and efficiently.
  • Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
  • Technical Troubleshooting and Support for Integration Tools: Conducted advanced troubleshooting for IBM DataStage ETL, Mulesoft APIs, Control M, and WebMethods to maintain system stability, ensure seamless data integration, and support critical business functions.
  • Automation and Process Improvement: Spearheaded automation initiatives to eliminate repetitive manual tasks, employing Lean principles to drive process improvements, and increase overall efficiency.
  • Shift Roster Management: Managed and updated shift rosters effectively to ensure optimal coverage, minimizing service disruptions, and maintaining consistent team productivity.
  • Reporting and Continuous Improvement: Generated weekly and monthly reports using data insights to identify process gaps, implement improvements, and align team activities with broader organizational objectives.

Senior Analyst

Anthology Inc
07.2021 - 11.2022
  • Providing Level 1/Level 2 product support to customer issues
  • Investigating, resolving, and providing root cause analysis on reported application issues
  • Using SQL scripts for creating queries and troubleshooting stored procedures
  • Using SQL profiler to identify the root cause.
  • Effectively communicating timely updates to customers through appropriate incident tracking tools
  • Quickly establishing rapport, gaining and maintaining credibility with diverse audiences
  • Coordinating between customers, development team and internal support teams while working on customer issues. Efficiently coordinating with the internal and external stakeholders
  • Working with the customers to gather product requirement, analyzing and documenting before it is passed on to the product management team for next steps.
  • Escalating issues as and when needed to Level II/Level III analysts or with the development teams for resolutions.
  • Following established guidelines and industry best practices to resolve customer issues.

Product Specialist

Greytip Software Pvt. Ltd.
01.2019 - 07.2021
  • Provided exceptional customer support as a Product Specialist, resolving issues within established turnaround times (TAT).
  • Maintained high levels of customer satisfaction through effective communication and problem-solving skills.
  • Utilized Zendesk for ticket management and issue resolution.
  • Contributed to meeting Objectives and Key Results (OKRs) to drive business outcomes.
  • Developed expertise in SaaS product support and escalation management.
  • Gained experience in CRM systems, creating email templates, and designing workflows.
  • Developed basic SQL knowledge to support data analysis and reporting.

Operational Executive

Aegis Pvt. Ltd.
12.2016 - 10.2017
  • Provided technical support to telecom customers via phone, email, and chat.
  • Diagnosed and resolved technical issues related to telecom services and equipment.
  • Assisted customers with setup, configuration, and troubleshooting of telecom devices.
  • Maintained detailed records of customer interactions and solutions provided.
  • Escalated complex issues to higher-level support teams when necessary.
  • Achieved a high customer satisfaction rating by delivering timely and effective solutions.
  • Conducted training sessions for new team members on troubleshooting techniques and customer service best practices.

Education

Bachelors of computers -

KLE RLS BCA
01.2015

Skills

  • Incident management
  • Shift management
  • SQL
  • Quality Program Development
  • Team Leadership
  • Mentoring
  • Performance metrics
  • KPI Management
  • Data analysis
  • Reporting
  • Process enhancement
  • Efficiency Improvement
  • Microsoft Office Suite
  • Advanced Excel skills
  • Technical Support
  • Issue Resolution
  • Effective written communication
  • MuleSoft Platform
  • IBM DataStage
  • Control M Tool
  • ITIL Concepts
  • Training

Hobbies and Interests

  • Travelling
  • Cooking

Timeline

Integration Team Lead

Neurons IT-Asia
11.2022 - Current

Senior Analyst

Anthology Inc
07.2021 - 11.2022

Product Specialist

Greytip Software Pvt. Ltd.
01.2019 - 07.2021

Operational Executive

Aegis Pvt. Ltd.
12.2016 - 10.2017

Bachelors of computers -

KLE RLS BCA

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Navin Kumar