Sandilyan. E
Scrum Master
Bengaluru,KA
Summary
Results-oriented Production Manager highly effective at streamlining operations and improving profits through strategic process updates.
Overview
2
2
Certifications
25
25
years of professional experience
Work History
Production Support Manager
Fidelity Information Services
Bangalore, India
03.2018 - Current
- Managing 20-member team (Chennai & Bangalore) in providing Banking and Payments support for banking clients (ESAF, Suryoday, Bandhan Bank).
- Monitoring bank ports and URL, onboarding new applications and products based on the business and bank requirements.
- Logging incidents in SNOW tool and updating periodically till resolution.
- Leading development of innovation and strategic direction in application theories/principle concepts for a wide variety of production support issues.
- Lead representation for production control areas containing detailed information for outage situations with internal/external clients.
- Assessing risk and managing activities affecting the production environment.
- Providing direct internal customer support for system availability and service delivery.
- Timely processing of daily production issues.
- Enabling production support supervisors and /or technical support personnel to ensure career growth and achievement of organizational goals including interim and annual performance reviews.
- Making personnel decisions including hires, promotion and disciplinary actions.
- Providing status reports to management for assigned shift.
- Drafting departmental budgets and tracking expenses to avoid bottom-line variances.
- Coordinating installation and testing of new applications in UAT and Production.
- Monitoring Command Center Access and security procedures.
- Participating in Disaster Recovery/Business Continuity and Year-End processing activities.
- Training department staff to handle issues that arise and how to resolve them.
- 24 X 7 production support operations.
- Major contribution in automation to avoid manual intervention.
- Preparing WIG and SOP documents for existing and new services and applications.
- Initiated automation in compliance project and reduced 3 hours manual work to 20 minutes.
- Providing BAU daily/Weekly/Monthly Trend Analysis to the management.
- Preparing Hot Spot Analysis on repeated issues for permanent fix.
- Participating in all CS/P1/P2 calls and providing timely update to the management.
- Conducted Campus and Recruitment drives to cater to the increase in demand for workforce in the organization.
Associate Manager
Batch & Incident Management
03.2015 - 03.2018
- Achieved daily & monthly targets for Incident Aging & Incident SLA compliance.
- Instrumental in remedy reports and analysis.
- Exceptional knowledge in identifying the job failures in control M and the appropriate actions to be taken.
- Coordinated BAU plans for the day and preparing Hot Spot Analysis.
- Weekly and monthly check on repeated failures to find the feasibility on automation to arrest manual hops.
- Ensured support and visibility on floor.
- Conducted training sessions and provided feedback to improve performance.
- Responsible for one-to-one sessions with team members.
- Daily work assignment and communication to team members on incentives and benefits.
- Supervised the team and implemented ways to improve processes.
- Completed team-related paperwork.
- Implemented new initiatives and ensured all staff understood them.
- Managed and monitored staff attendance.
- Conducted quality audits for agents on daily basis and provided feedback to the concerned advisors.
- Handled client calls on a weekly basis and discussed the team’s performance in terms of quality and delivery.
- Conducted huddles and briefed the team on process updates on regular basis and ensured 100% quality delivery.
- Presented quality scores in monthly reviews.
- Prepared Work Instruction Guide to make the process simple and avoid dependency on application support.
- Analyzed the complaints file and resolved them accordingly.
- Coordinated new transition activity to EBM FPOC.
- Having good exposure in tools like ControlM, Putty and Squirrel, Query Tool.
Associate Manager
GBM FPOC and Operations
03.2011 - 03.2018
- Planned team-building exercises to increase employee performance and job satisfaction.
Team Lead
Scope International GBS Ltd
Chennai, India, India
03.2011 - 02.2015
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Participated in cross-functional team-building activities.
- Trained new team members by relaying information on company procedures and Risk mitigation
Desk Executive
MIS & SL
Chennai, India, India
06.2007 - 02.2011
- Prepared weekly employee work schedules for team members.
Executive
HCL BPO, MIS
Chennai, India
06.2007 - 02.2011
- Worked as an MIS & SL Desk Executive under British Telecom and Thames Water projects.
- Prepared ADHOC Reports based on management requirements.
- Monitored daily productivity & Aux utilization.
- Prepared management summary on a daily and monthly basis.
- Analyzed management improvement plans in all the metrics.
- Created Macro tools to simplify the reports based on management requirements.
- Prepared client presentations and analytical reports for quarterly review to top management and clients.
- Liaised with operations and senior management to provide ADHOC reports.
Technical Support Officer
12.2006 - 05.2007
- Tracked KPIs and created continuous improvement plans.
Technical Support
12.2006 - 05.2007
- Resolved internet connectivity issues in the customer premises.
- Provided updated information and transferred the calls to the appropriate department.
- Performed diagnostic tests for line issues and fixed engineering appointments for customers when required.
- Troubleshooted DSL Internet Connectivity Issues by using sophisticated tools and resources.
- Troubleshooted Modems and Routers, which are provided by ISP (DSL Connection) for customers in UK.
- Responsible for CRM Documentation for each call using One View (Siebel Administration).
- Handled escalation calls for the team advisors in the absence of supervisors.
Education
Master of Science - Information Technology
University of Madras
Bachelors - Computer Science
University of Madras
Skills
Production optimization
Organizational skills
Ability to lead
Cause and effect analysis
Customer support
Metrics management
Continuous improvements
Root Cause Analysis
Quality inspection
Staff Management
Operations management
Accomplishments
- Effectively enabled self-service tool to increase customer satisfaction survey.
- Successfully developed new quality standards for better quality performance and reliability.
- Received Well Done Card Awards from customer (provided 100% customer satisfaction on deliverables.
- Bagged Hall Of Fame Awards for consistent high performance.
- Achieved Best Star of Excellence Award for the Quarter 2016.
- Projects & Benefits.
- Remedy upgrade from v7.5 to 8.1v – This is the decisive project to the bank.
- Key contributor (SPOC) from iPSS and playing an imperative role by training entire iPSS (2000+ support) across globe ABCD – Anybody Can Deliver:.
- Objective: To convert the team deliverable from location based support into centralized global support model.
- Description: This project eradicated the single point of failure and enabled the entire team to support any type of issues with knowledge base portal.
- Customer Satisfaction Project:.
- Objective: To improve customer satisfaction in incident management of the unit, which handles approximately 25,000/ per month pertaining to applications for employee of SCB globally.
- Achieved till 98% improvement in customer satisfaction as DSAT% reduced from 13% to 2%.
- Percentage of very satisfied customer improved from 50% to 75%.
- Personal Details.
- Nationality: Indian.
- Date of Birth: 13 – Oct – 1978.
Affiliations
I, Sandilyan have over 13 years of Information Technology experience spanning different domains such as MIS, Control M Batch Operations, Incident Management Operations, Monitoring, Evaluation, Quality Management, Automation, Transition and Onboarding. My experience in providing L1 & L2 solutions to supported applications and other infrastructure components has been a key achievement in my professional career.
Certification
Lean Six sigma green belt
Timeline
PSM1
06-2021
Lean Six sigma green belt
07-2019
Production Support Manager
Fidelity Information Services
03.2018 - Current
Associate Manager
Batch & Incident Management
03.2015 - 03.2018
Associate Manager
GBM FPOC and Operations
03.2011 - 03.2018
Team Lead
Scope International GBS Ltd
03.2011 - 02.2015
Desk Executive
MIS & SL
06.2007 - 02.2011
Executive
HCL BPO, MIS
06.2007 - 02.2011
Technical Support Officer
12.2006 - 05.2007
Technical Support
12.2006 - 05.2007
Bachelors - Computer Science
University of Madras
Master of Science - Information Technology
University of Madras