Rajesh Pandiyan
Team Lead
Hyderabad
Summary
Delivery Lead with 14+ years of IT experience and a strong background in Contact Center technologies, including Avaya, SIP, Amazon Connect, and Google Contact Center Solutions. Proven expertise in leading 24x7 operations teams, driving continuous improvement, and managing escalations across complex service environments. Adept at Agile practices, stakeholder communication, and end-to-end incident/change/problem management.
Overview
14
14
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Team Lead
VIS Networks PVT Ltd
04.2016 - Current
- Client: Google India Pvt Ltd
- Leading a cross-functional team of 20+ in Agile principles, improving delivery consistency and stakeholder alignment
- Conduct daily team huddles to remove blockers, improve communication, and enhance team efficiency
- Perform regular backlog grooming and ticket aging analysis to drive SLA compliance and service quality
- Collaborate with cross-functional teams and stakeholders to resolve escalations and deliver timely solutions
- Drive monthly and quarterly business reviews with clients, highlighting KPIs, trends, and improvement areas
- Implement incident, change, and problem management best practices, ensuring process adherence and reporting
- Coordinate with vendors and carriers for issue resolution and escalation handling
Engineer - Network Management
Wipro LTD
11.2013 - 04.2016
- Client: Google India Pvt Ltd
- Provided Avaya technical support for Google's telecom operations across APAC, EMEA & AME regions
- Managed Avaya Communication Manager, Media Gateways, and Session Manager
- Led troubleshooting for VoIP, SIP, digital/IP phones, and call routing issues
- Played a key role in new office deployments, PBX migrations, and Avaya system upgrades
Technical Consultant
TeamLease Services Ltd
08.2012 - 11.2013
- Client: R.R Donnelley India Ltd
- Managed Avaya Aura Communication Server & NICE Real-time Recording Solutions
- Configured Hunt Groups, VDNs, Vectors, and Agent Reporting (CMS)
- Provided remote support for Philippines & Sri Lanka clients
Engineer - Post Sales
Spanco Ltd
02.2011 - 08.2012
- Client: IRCTC - 139 Rail Enquiry Systems
- Maintained Nortel EPBX (61C, 81C, CS1000) & MPS1000 applications
- Configured ACD, call routing, dial plans, and Nortel Symposium systems
- Monitored system health and coordinated with ISPs for link-related issues
Education
Bachelor of Engineering -
Anjalai Ammal Mahalingam Engineering College
Thanjavur, India 04.2001 -
Skills
Agile Methodologies
Scrum Framework
Google Contact Center Solutions
Amazon Connect
Avaya Products
SIP & VoIP
ITIL
Stockholder Management
Certification
Certified Scrum Master
Timeline
Team Lead
VIS Networks PVT Ltd
04.2016 - Current
Engineer - Network Management
Wipro LTD
11.2013 - 04.2016
Technical Consultant
TeamLease Services Ltd
08.2012 - 11.2013
Engineer - Post Sales
Spanco Ltd
02.2011 - 08.2012
Bachelor of Engineering -
Anjalai Ammal Mahalingam Engineering College
04.2001 -
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