PALANI PRABHU
Bangalore
Summary
With over 11 years of experience ,resourceful Associate Manager known for high productivity and efficient task completion. Specialize in team leadership, operational management, and strategic planning. Excel in communication, problem-solving, and adaptability to ensure smooth operations and team alignment towards organizational goals.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Associate Manager
Aptean India Pvt limited
Bangalore
10.2023 - Current
- Led Product/CXT Team of 15: Managed a cross-functional team of 15 members, overseeing the development and support of ERP products, ensuring alignment with client needs and business goals.
- Implemented customer service standards across all departments in the organization.
- AI Chatbot Implementation: Successfully led the development and deployment of internal and external chatbots, streamlining support processes for both the internal support team and external clients, improving efficiency and customer satisfaction.
- Implemented Aurora with CST Team: Led the integration of Aurora, a voice AI solution, ensuring seamless communication with clients and enhancing customer support interactions.
Senior Release Engineer
ADP
Chennai
03.2023 - 10.2023
- Managed a team responsible for monitoring application servers using Dynatrace, ensuring optimal performance, early detection of issues, and proactive incident resolution. Guided the team in leveraging Dynatrace for real-time monitoring, root cause analysis, and performance optimization across the application infrastructure.
- Automated Solutions with Jenkins Pipeline: Led the automation of deployment and CI/CD processes using Jenkins pipelines, streamlining development workflows, and reducing manual intervention.
- Collaborated with development teams on feature requests and bug fixes prior to each release cycle.
Software Engineer
Altisource business solutions
04.2017 - 03.2023
- Led technical solutions for the Rentrange system, ensuring high durability and optimal performance through proactive incident and change management.
- Spearheaded data issue identification and resolution strategies, maintaining seamless user access and integration with Active Directory.
- Managed L2/L3 support for high-priority issues, ensuring SLA compliance while interacting with users in the U.S. and U.K.
- Led RPA deployments and automated processes, reducing manual intervention in report generation, and built complex SQL queries for data analysis.
- Led database, OS upgrades, and migration activities, and handled system testing, code fixes, and built complex SQL queries for data analysis.
Support Engineer
CSS Corp
07.2016 - 03.2017
- Mapped host computer's hardware resources to virtual machine's components.
- Implemented hardware emulation software for efficient virtualization by aligning host and virtual machine's resource use.
- Facilitated communication between technical and non-technical stakeholders to ensure clear understanding of issues.
Support Engineer
Sutherland Global Services
08.2013 - 06.2016
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Diagnosed and resolved technical issues for clients in a timely manner, ensuring minimal downtime.
Education
ME -
Anna University
01.2020
PG DIPLOMA - Data Mining
Annamalai University
01.2019
B.E. - ECE
Anna University
01.2012
Skills
- Strategic Accounts Delivery Management
- ITIL Service Management
- Agile Project Management,
- People Management
- Product management
- Customer relationship management
- AI implementation
- Performance monitoring
Proficiency
- Application Support & Lifecycle Management: 11+ years managing product support, enhancements, and rollouts in Mortgage, Banking, Payroll, and ERP sectors.
- AI-Driven Solutions: Implemented AI-based solutions, driving automation, improved issue resolution, and increased ARR.
- Leadership & Team Management: Led cross-functional teams to deliver impactful solutions and exceed client expectations.
- ERP & SaaS Expertise: In-depth knowledge of ERP platforms and SaaS product management.
- Client Relationship Management: Managed relationships with high-profile clients across US, UK, and EMEA regions.
- Performance Optimization: Skilled in monitoring and optimizing systems using tools like Dynatrace, JIRA, and IIS.
- Automation & Process Improvement: Experienced in automating workflows and driving operational efficiencies.
- Incident & Problem Management: Led incident and problem management processes for timely resolution and minimal disruption.
Certification
- High Impact Leadership Program
- Dynatrace certified assosciate
Timeline
Associate Manager
Aptean India Pvt limited
10.2023 - Current
Senior Release Engineer
ADP
03.2023 - 10.2023
Software Engineer
Altisource business solutions
04.2017 - 03.2023
Support Engineer
CSS Corp
07.2016 - 03.2017
Support Engineer
Sutherland Global Services
08.2013 - 06.2016
ME -
Anna University
PG DIPLOMA - Data Mining
Annamalai University
B.E. - ECE
Anna University
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