Santhosh Kumar J
Project Manager
Chennai
Summary
To strive for excellence in the development of organization with dedication, focus, proactive approach, positive attitude and passion. Successful at keeping customers happy and working with cross-functional teams to manage the project lifecycle. Collaborative and hardworking with a flexible approach and strategic mindset. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
16
16
years of professional experience
3
3
Certifications
Work History
Engagement Manager
Tata Consultancy Services
Chennai
06.2021 - Current
- Managing RHEL, SPARC and Oracle DB lifecycle by upgrading it to the latest version for continuous support
- Perform research to identify the stakeholders, application compatibility, risk, impact
- Collaboration with Business and technical stakeholders to derive an action plan for the migrations
- Raising Jiras and keeping track of their progress and produce Weekly/Monthly reporting
- Host recurring meetings to address pain points and mitigate challenges, ensuring smooth execution.
- Developed and maintained relationships with customers and suppliers through account development.
- Accomplished multiple tasks within established timeframes.
Deployment Manager
01.2019 - 05.2021
- Managing multiple applications, functional and non-functional deployments in Live and other lower environments via change requests
- Planning major activities considering the dependencies and availability of upstream and downstream components
- Ensuring testing evidence and approvals from appropriate stake holders are in place to decide on the Go/No Go of deployments
- Gather scope for releaser and host prep calls for tracking the progress of package delivery and test completion
- Managing emergency changes by involving the appropriate process guidelines.
Service Owner
12.2017 - 12.2018
- Overall coordination of activities between L1/L2/L3
- Responsible for managing the complete list of open incidents P1/P2/P3/P4 and its scope
- Invoke triage between teams to analyze and troubleshoot the issue and own the incident until deployment to production
- Weekly and monthly report on trends, SLA, system availability and stability.
Quality Assurance
03.2012 - 11.2017
- Evaluate call recordings, transactions and rate efficacy of associates with regards to Resolution, Business & Legal compliance and Communication to ensure that the rates are within the SLA
- Producing real-time reports like KPI, control charts, dashboards, NPS, MIS, and COQ
- Perform 5 Why, FMEA, Pareto analysis to identify root cause and improve quality standards
- Review meetings and calibration sessions with clients on a Weekly basis to improve on quality metrics and enhance C-SAT
- Identify knowledge gaps, training opportunities and convey to learning and development team.
Transaction Monitoring Officer
Allsec Technologies Pvt Ltd
Chennai
05.2007 - 02.2012
- Monitoring calls, Chats, remote sessions and providing feedback and coaching to executives and ensure quality standards set by the client are met
- Checking the accuracy of the data collected, updated and validated by and validated by and executive in the CRM application to ensure that the discrepancy rates are within the service levels prescribed
- Being part of brainstorming sessions to analyze trends and suggesting business improvement plans
- Perform new hire training and assist new team members in their on-job learning.
Education
Bachelor of Science - Biochemistry
Skills
Project lifecycle management
Certification
AWS Practitioner
Timeline
AWS Practitioner
01-2023
Engagement Manager
Tata Consultancy Services
06.2021 - Current
Deployment Manager
01.2019 - 05.2021
ITIL Foundation (TCS Internal)
07-2018
Service Owner
12.2017 - 12.2018
Six Sigma Green Belt (TCS internal)
08-2016
Quality Assurance
03.2012 - 11.2017
Transaction Monitoring Officer
Allsec Technologies Pvt Ltd
05.2007 - 02.2012
Bachelor of Science - Biochemistry
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