SAKTHIRAJ R
Hyderabad
Summary
Accomplished Information Technology professional with 15+ years of experience in Technical Support, Service Delivery, and Program Management. Expertise in optimizing operational efficiency, supported by an MBA and extensive knowledge of management functions and IT & Telecom infrastructure across APAC, EMEA, and AMER markets. Demonstrated ability to enhance client communication and relationships through strong analytical and problem-solving skills. Focused on utilizing technical expertise to improve customer satisfaction within dynamic IT environments.
Overview
15
15
years of professional experience
Work History
Senior Service Delivery Manager
Google India Pvt Ltd (On behalf of VIS Networks Pvt Ltd)
Hyderabad
06.2014 - Current
- Oversee the end-to-end delivery of technical services, and ensure that agreed service levels (SLAs) and key performance indicators (KPIs) are met.
- The primary owner to ensure smooth day-to-day operations, which include on-call services for Google Cloud Telephony and Applications across all regions (APAC, EMEA, and AMER).
- Lead critical programs like Change, Incident, and Problem Management
- Implemented ITIL best practices to streamline processes and improve service delivery efficiency.
- Serve as the main client liaison for service delivery challenges, technical escalations, and service enhancement initiatives.
- Build and maintain strong relationships with clients, ensuring high levels of customer satisfaction.
- Initiated and managed strategic partnerships with external vendors to enhance service offerings.
- Liaised with technical teams to resolve complex service issues promptly, minimizing downtime.
- Managed communications between internal teams and external customers regarding product updates or changes in services offered.
- Managed cross-functional teams of engineers, developers, and product managers, fostering a collaborative and productive work environment.
- Developed and implemented strategies to improve customer satisfaction levels.
- Ensured compliance with legal, regulatory, and security requirements in service delivery processes.
- Manage relationships with third-party vendors and suppliers, ensuring they meet their contractual obligations and regulations.
- Conduct regular service reviews with clients to discuss performance, address concerns, and identify opportunities for service enhancement.
- Generate service performance reports, and provide senior management with analytical insights and recommendations.
- Track and report on key service metrics (availability, resolution times, satisfaction), and present service delivery reports to both clients and internal stakeholders.
- Negotiated contracts and SLAs with clients and vendors, ensuring alignment with business objectives.
- Evaluate vendor performance, and negotiate contracts to ensure cost-effective and high-quality service delivery.
Senior Member Technical- Telecom Voice Engineering
Automatic Data Processing Ltd (ADP)
Hyderabad
11.2013 - 06.2014
- Responsible for keeping Avaya call servers, media gateways, gateways, dialers, voice mail servers, recording servers, and IVR (Interactive Voice Response) systems healthy, and sending the report to the senior management team in India and the directors in AMER.
- Point of contact for India: Telecom Voice operations to handle voice infrastructure requests and changes.
- Change management: Manage telecom infrastructure in the data center, and maintenance activities.
- Performing system upgrades to ensure the systems are running with the current versions supported by the product team.
- Incident management: Responsible for voice system hardware, and escalation to the product team for bugs and replacements.
- Escalation management: Handles escalation management and incidents related to call routing and voice quality issues reported by call centers in India.
- Timely escalations and call logging with the service providers and vendor support team
- Coordinate with the IT and engineering teams for any application issues reported by the call center team.
- Participate in the technical discussions for the future upgrades of technology and applications.
Telecom Engineer ( Associate Engineer )
Wipro Technologies
Mumbai, Chennai , Hyderabad
11.2009 - 11.2013
- Member of the project team to move standalone (independent) Avaya PBXs to the centralized PBX system.
- Implemented and configured systems, added routes, and installed PRI circuits for new Google offices that had been launched in the country across different regions (APAC, EMEA, and AMER).
- Successfully migrated Corp user deskphone extensions to the centralized PBX of the region without any impact.
Associate Engineer
Videocon Telecommunication Ltd (On behalf of Wipro Technologies))
Mumbai & Chennai
11.2009 - 05.2012
- Single point of contact for the vendor partner team for all technical escalations, applications, tools, and challenges in day-to-day operations to amplify customer support to the business.
- Troubleshooting incident calls reported by the centralized helpdesk team at the Data Centre.
- Handling the service requests and issues raised by vendor partner teams.
- Following up with different service providers and vendors for the call closures, and for implementation actions in the project.
- Perform the daily checklist for all the servers, which includes Network, Avaya Voice Portal, Dialer, Servers, and Verint.
- Timely escalations and call logging with the project team and with service providers.
- Providing support for all minor and major activities at the data center.
- Sharing the project knowledge with onsite engineers who were allocated to different locations in the project.
- Taking a call with the onsite engineers whenever a problem is reported at the site.
- Preparing and sharing the project-related documents (SOPs) with the engineers and the operations team.
- Developing and maintaining strong, collaborative relationships within the project team.
Education
BSc Degree - Computer Science
St.Joseph's College of Arts And Science
CuddaloreMBA - General Management
Anna University
Chennai, IndiaSkills
- Project Management
- Program Management
- Technical Service Delivery
- ITIL
- Incident Management
- Business analysis
- Service level agreements
- Cross-functional management
- Change Control Management
- Stakeholder Management
- Risk mitigation
- Technical roadmap design
- Gathering requirements
- Customer focus
- Data analytics
- Team Leadership and Mentoring
- IT Infrastructure Operations
- Cloud Applications and Infrastructure
- Technical documentation writing
- Telecom Infrastructure & Regulations
- Data Center Operations
- Installations and Commissioning
- Telecom Gateways, Servers, and Applications
- IVR Applications and Dialers
- E1/T1 PRIs,SIP trunks,MPLS,SD-WAN,VOIP
- Protocols: SIP, H323, H248, MGCP, SS7
- Session Border Controllers (SBCs)
- IP network and SIP troubleshooting
- Call Recording Applications (Callcopy, Verint, Nice)
- Network Monitoring Applications
- Salesforce Administration and Management
Languages
- English | Tamil | Telugu
Awards
- 'Budding Team Lead' Award - VIS Networks
- 'Best performer' Award - VIS Networks (for best On-call duties at Google)
- Peer Bonuses - VIS Networks (for handling critical changes, technical trainings and documentations)
Hobbies and Interests
- Playing Volleyball
- Table Tennis
- Cricket
- Social Networking
Personal Information
Date of Birth: 05/01/1988
Certifications and Courses
- PMP, PMP-ACP (course completed)
- ITIL V4 (course completed)
- CCNA (Course Completed)
- ACIS (Avaya Certified Implementation Specialist) - certified
Timeline
Senior Service Delivery Manager
Google India Pvt Ltd (On behalf of VIS Networks Pvt Ltd)
06.2014 - Current
Senior Member Technical- Telecom Voice Engineering
Automatic Data Processing Ltd (ADP)
11.2013 - 06.2014
Telecom Engineer ( Associate Engineer )
Wipro Technologies
11.2009 - 11.2013
Associate Engineer
Videocon Telecommunication Ltd (On behalf of Wipro Technologies))
11.2009 - 05.2012
BSc Degree - Computer Science
St.Joseph's College of Arts And Science
MBA - General Management
Anna University
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