Royal Arun Kumar
Senior Team Leader
Chennai
Summary
Experienced staff leader with a proven track record of success. Known for motivational approach and positive demeanor. Proficient in training employees and utilizing structured methods to efficiently manage daily operations, scheduling, and customer service needs. Forward-thinking and diligent in work. Excels in fostering engagement and ensuring customer satisfaction through effective communication strategies.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Senior Operations Team Leader
Concentrix, A SYNNEX Corporation
04.2025 - Current
- Streamlined operational processes by implementing new strategies and technologies, leading to improved efficiency.
- Championed change management efforts during organizational restructuring, facilitating smooth transitions for team members and maintaining business continuity.
- Mentored junior team members, helping them develop their skills and advance their careers within the organization.
- Oversaw staff recruitment, training, and development initiatives that resulted in a highly skilled operations team.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Implemented process improvements that led to increased customer satisfaction and retention rates.
Team Leader
Concentrix Technologies India Pvt Ltd
09.2020 - 03.2025
- TAC team of 20 engineers spread across APJ region supporting Network Security support
- Core Metrics: CSAT, SLA - initial response, Productivity, Case Concern-Escalations
- Identifying training topics and facilitate training through SMEs and Training team.
- Forecasting: EWS, Leave Planner, Product Release, Weekend Coverage
- Performance Management: You & I Connect, Timely Appreciation for exceptional work & PIP
- Organizing L&D sessions with focus to Personality and Carrier Development.
- Daily Team Hurdles, WRM-Weekly Recognition Meetings, Technology and process flyers, Daily Reports, Backlog Scrub.
Senior Quality Analyst
Concentrix Technologies India Pvt Ltd
06.2018 - 08.2020
- Created test cases and automation scripts.
- Oversaw test planning, workload balancing and assignment delegation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Estimated work requirements and labor hours for sprint planning.
- Performed regression, exploratory and negative tests.
- Developed and maintained quality assurance procedure documentation.
- Analyzed quality and performance data to support operational decision-making.
- Addressed non-conformance issues, pausing production to correct errors.
- Used Powerpoint to create presentations, flowcharts and graphs detailing quality data analysis results.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Participated in calibration meetings to establish short- and long-term strategy.
- Defined and implemented quality initiatives to reduce risk.
Senior Technical Support Engineer
Concentrix Technologies India Pvt Ltd
08.2013 - 05.2018
- Served as primary point of contact for support relating to owned solutions and products.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Updated and maintained current customer support database.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Deployment of Backup Exec as well as their Agents on the client environment.
- Analyzing, debugging and fixing issues related to Backup & Restore of File server and Exchange server.
- Configuring GRT/NON GRT based backups for exchange environment and guiding customer to maintain fail-over environments.
- Configuring storages like Disk, Tape Library, Cloud based storage to run backups.
- Working with GRT and Non-GRT based restores of Exchange environment with different restore option available within Backup Exec.
- Working with Enterprise vault-based environment backup/restore configuration and isolating issues between enterprise vault and backup exec as they both belongs to Veritas.
Education
Bachelor of Arts - Economics
Loyola College (Autonomous)
06.2008 - 04.2011
High School Diploma - undefined
St. Mary's. Hr. Sec School
06.2006 - 03.2008
Skills
Operations management
Operational planning
Staff development
Operational excellence
Interests
Writing, Reading, Movies, Books, Sports, History
Certification
Certified [Carbon Black Cloud Associate]
Software
Veritas Backup Exec
Carbon Black Cloud
Timeline
Certified [Carbon Black Cloud Associate]
06-2025
Senior Operations Team Leader
Concentrix, A SYNNEX Corporation
04.2025 - Current
Team Leader
Concentrix Technologies India Pvt Ltd
09.2020 - 03.2025
Senior Quality Analyst
Concentrix Technologies India Pvt Ltd
06.2018 - 08.2020
Senior Technical Support Engineer
Concentrix Technologies India Pvt Ltd
08.2013 - 05.2018
Bachelor of Arts - Economics
Loyola College (Autonomous)
06.2008 - 04.2011
High School Diploma - undefined
St. Mary's. Hr. Sec School
06.2006 - 03.2008
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