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
undefinedAccomplishments
- 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
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