Santhosh Cheruvalli Padmanabhan
SENIOR MANAGER-PROGRAM MANAGEMENT
Bengaluru
Summary
An accomplished Support Senior Manager with over 22 years of proven experience across Customer Success/Program Management/Cloud Ops/Support/Projects/Operations/Transitions. Proven skills in strategist and developing strong pipeline/road maps, thorough execution along with risk mitigation and people leader driven through value, empathy and focus on strengths.
Overview
22
22
years of professional experience
8
8
years of post-secondary education
3
3
Languages
Work History
Senior Manager-Program Management
Oracle
Bengaluru
08.2024 - Current
- Lead a team of Program Managers focusing on programs including Region/Product Release Readiness, Workforce Management, Learning and Development, Deflection, Analytics etc
- Accountable for Program Delivery, Migration planning, postproduction operations support, workforce planning, Mentorship programs, Region readiness etc
- Lead one of the biggest tool migration for Support working closely with Product Managers/Development Teams and a SPOC for Migration, Analytics, Voice of Manager, Service Notification, post migration queries/fixes, strategic planning for long term goals/suggestions, workforce Management etc
- Efforts from the programs lead to around 20% workforce savings yearly
- As part of Customer Success/Cloud Ops/Executive Escalations team, leading customer focused programs as well like self service, quality Management etc
Senior Manager-Cloud Ops Support and Delivery
Oracle
Bengaluru
01.2012 - 07.2024
- Lead a team of Network/Compute/Cloud Assist/IDCS Engineers
- My team provide technical support for our Oracle Cloud Infrastructure customers across the globe
- Accountable for customer satisfaction, escalations and situation management, Interfacing with Service Teams/ Operations/Professional Services/ Sustaining and Product Development/Customer Success and Product management organizations to ensure seamless support to customers
- Leading the Operational Excellence program to ensure operational targets, service level agreements and customer satisfaction goals are attained
- Lead Employee engagement program for JAPAC as well as Rewards and Recognition
- Specialization lead for Networking for JAPAC
- Leading multiple projects like Process improvements, Backlog burning, Escalation reduction, Resolve within Support, First Contact Resolution, Service Team collaboration, CSAT improvement etc
- Trained recruitment Bartender and lead the recruitment initiatives for global org
- Mentor for New Managers within the Org
- Knowledge Management SPOC
- Moment of Truth (Communication Skills) Trainer for the Org
- Built the Technical chat/Forum Support team across Bangalore and Mexico and expanded the team from 4 to 26
- Attrition in my team for the last 2+ years is 0%
- Led and implemented Oracle Digital Assistant (Chat Bot) on Cloud chat lines which resulted in 50% reduction in chats
- Led the initiative to reduced repeated customer ratio by engaging with KM team to publish troubleshooting guides created by engineers
- CSAT been above 90% for the last 2 years
Team Lead-Operation and Support
Infosys
Bengaluru
02.2004 - 01.2012
- Led a team of 30 engineers (Max team handled: 58) who support customers across multiple domains like OM, support, tooling etc
- Manage team's performance by monitoring team attendance, Work allocation, associated Training/Coaching & Mentoring, Resource allocation for tasks/projects supporting the client streamlining the operations
- Reporting and Analysis
- Maintaining retention of directs at 85% or above
- People management including performance discussions, Career Pathing, Appraisals and development
- Individual extra mile award for successful onshore transitioning, training and bringing the process to steady state for HR procurement/order management support process
- Hall of Fame Award for setting up operations efficiently
- Best Team Leader Award among 32 team leads for successfully managing 6 processes in Telecom Order Management process
- Thrice received Team Extra Miler award for maintaining and improving client expectations
- Individual extra miler award for successfully completing reverse transition in client captive location
- Led the team to create multiple automations in the telecom project which resulted in savings in excess of 2 million Pounds
- Twice maintained 0% attrition in last 3 years
- Coordinated the Business Continuity Planning and Risk Oversight functions at a sub-vertical level for over 2 years
- Along with process driven roles, lead Fun committee, HR coordination team, Transport team and Risk Management team
- Successfully led multiple support teams and transitions across wide variety of domains like Order Management, Financial, Telecom, Procurement etc
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
Customer Service Analyst
Pharaoh Solutions PVT Ltd
Ernakulam
07.2003 - 02.2004
- Design and implement customer service tools
- Support the IT Admin/KM Team in implementing tools/process
- Quality check and monitoring process
- Mentoring the new team members and workload distribution
- Best engineer Award
- Increased first-call resolution rates by creating an extensive knowledge base for quick reference during interactions with customers.
- Developed comprehensive reports on key performance indicators, presenting findings to senior management for informed decision making.
- Streamlined processes for improved efficiency, implementing new CRM systems and training protocols.
Software Programmer
Innovation Systems and Solutions
Ernakulam
11.2002 - 07.2003
- System study and Design
- Software development and Implementation
- Training the end user and periodic maintenance of software's developed
- Shift lead for a team of 4 engineers
- Created software programs, wrote codes and tested programs for optimal performance and accuracy.
Education
MTech - Data Science and Engineering
BITS Pilani WILP
Bengaluru 04.2023 - Current
Advanced Diploma - Software Technology
ET &T Corporation
Kochi, Kerala 06.2000 - 05.2001
MSc - Mathematics
The Maharaja's College
Kochi, Kerala 06.1998 - 05.2000
BSc - Mathematics
Sacred Heart College
Kochi, Kerala 06.1995 - 05.1998
Skills
Timeline
Senior Manager-Program Management
Oracle
08.2024 - Current
MTech - Data Science and Engineering
BITS Pilani WILP
04.2023 - Current
Senior Manager-Cloud Ops Support and Delivery
Oracle
01.2012 - 07.2024
Team Lead-Operation and Support
Infosys
02.2004 - 01.2012
Customer Service Analyst
Pharaoh Solutions PVT Ltd
07.2003 - 02.2004
Software Programmer
Innovation Systems and Solutions
11.2002 - 07.2003
Advanced Diploma - Software Technology
ET &T Corporation
06.2000 - 05.2001
MSc - Mathematics
The Maharaja's College
06.1998 - 05.2000
BSc - Mathematics
Sacred Heart College
06.1995 - 05.1998
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