Saranya Rajendran
Senior Operations Manager
Bengaluru
Summary
Dynamic and results-oriented Senior Operations Manager with 17 years of experience overseeing product and service delivery within the IT sector. Proven track record in enhancing operational systems and processes, supported by strong analytical skills for examining financial data and conducting quality control checks. Recognized for excellence in customer service, with multiple awards highlighting a commitment to client satisfaction and team collaboration. Expertise in mentoring, mediating, and leading team projects ensures a cohesive work environment that drives efficiency and productivity.
Overview
18
18
years of professional experience
3
3
Certifications
5
5
Languages
Work History
Senior Operations Manager
Amazon
04.2024 - Current
- Owns a broad scope and plenty of opportunity to influence strategic direction across Amazon business and Appstore teams.
- Acted as single threaded business lead accountable for understanding how ambiguous regulatory requirements apply across Amazon businesses.
- Engaged with Business, Legal, Compliance and Policy leaders to reach decisions on hotly debated business and compliance topics.
- Hold partner teams accountable for setting and delivering ambitious goals that improve competitive practices within their services.
- Developed detailed end to end working backwards plans to deliver against aggressive compliance deadlines.
- Identified inter-team dependencies and align on then monitor paths to address them.
- Build and deliver clear and concise status reporting for senior management.
- Participated in quarterly business review series and s-team goal updates with Senior Vice Presidents.
- Owns and delivers the operational budget for functional area, productivity, financial and labor planning, and operational goals for outbound, or inbound operations.
- Oversee the day-to-day operations of the company, ensuring that processes are efficient, effective, and aligned with company goals.
- Identify areas for improvement and implement strategies to enhance productivity and reduce costs.
- Develop and implement operational plans and policies.
- Lead, mentor, and develop a team of [number] employees, fostering a collaborative and high-performance work environment.
- Recruit, train, and evaluate team members to ensure they have the necessary skills and knowledge.
- Motivate and inspire team members to achieve their best performance.
- Plan, execute, and oversee projects to ensure they are completed on time, within scope, and within budget.
- Manage project resources, including personnel, equipment, and budget.
- Monitor project progress and address any challenges or issues.
- Develop and track key performance indicators (KPIs) to measure operational success and identify areas for improvement.
- Analyze data to identify trends and opportunities for optimization.
- Implement performance improvement initiatives.
- Manage resources, including personnel, equipment, and budget, to optimize operational efficiency.
- Allocate resources effectively to support business goals.
Service Manager Regional NEO Desk Asia, JPAC and China
Sanofi India Ltd
10.2020 - 04.2024
- Build next generation service desk for the digital era.
- Deliver informative and supportive ITS services on first point of contact for all Sanofi workers.
- Lead user empowerment in Sanofi through digital transformation journey (Chatbot, mobile app, portal, auto healing and self-service culture, etc.).
- Ensure the delivery of global service desk service to APAC region with our NEO by ITS partner.
- Act as SPOC for APAC regional service delivery teams to improve global service desk service quality in the region.
- Accountable for day-to-day service delivery of global service desk in the ASIA region.
- Act as primary point of contact to service recipients for escalation purpose in the relevant geographical scope and in coordination with other regions.
- Ensure consistency of global services across regions and business functions.
- Manage delivery of service desk services provided by global and local service partners.
- Monitor the service recipient’s satisfaction.
- Publish return of experience reports to service owner for enhancement and improvement purpose.
- Identify and propose service improvements opportunities aligned with service owner.
- Advise service recipients on best practices to maximize the benefit of the existing service.
- Ensure the set up and monitoring of the operational activity according to agreements with the service recipients and governance representatives.
- Report on service delivery performances; raise alerts when KPIs are not met.
- Monitor, analyses and keep ticket pipeline at the agreed level.
- Key contributor of continuous improvement activities in case of SLA breach.
- Coordinate contributors’ activities involved in service delivery.
- Ensure integration and implementation of service evolutions and enhancements.
- Contribute on service contract setup and reviews according to with service owner guidance.
- Provide tangible inputs to design and improve the Financial Model of the Service.
- Feed and contribute to the Service Line review.
- Ensure the right configuration and settings of ITSM tools.
- Responsible for security and regulatory compliance related to service desk.
Technology Service Manager
FIS India Pvt Ltd (Fidelity Information Services Inc)
03.2018 - 06.2020
- Manager for help desk & Contact Center.
- No of reporting Employees under my span is 30.
- Ensure customer service is timely and accurate daily.
- Recruit, train and support help desk representatives and technicians.
- Set specific customer service standards.
- Contribute to improving customer support by actively responding to queries and handling complaints.
- Establish best practices through the entire technical support process.
- Follow up with customers to identify areas of improvement.
- Develop daily, weekly, and monthly reports on help desk team’s productivity.
- Provide customer feedback to the appropriate internal teams, like product developers.
- Bringing new business as revenue operations.
- Provide Training to cross-functional organizations including sales, SOPS, legal, accounting, and finance as necessary.
- Manage the daily operations of Revenue Accounting, the Revenue Operations Team and Billing Team.
- Provide ready-to-present analysis and findings of revenue results monthly.
- Work with tax agents for the filing and computation of tax to the authorities.
- Lead the development and implementation of new procedures and processes to streamline/automate processes in the revenue.
- Manage the monthly close process related to revenue including the posting of monthly revenue journal entries, preparation of reconciliations, analytics.
- Direct revenue activities associated with maintaining ledger accounts and records in accordance with GAAP.
Change & Problem Manager
IBM India Pvt Ltd
05.2015 - 03.2018
- Good understanding of production IT Environment and IT Operation such as Intel / DBA/ Unix / Windows OS/Exchange and Remote Server Management domains.
- Good understanding of Incident Management, Problem Management and Change Management processes.
- Very good written and spoken English language skills required. Should be able to communicate clearly to Global teams on con-calls and via emails.
- Chairs the Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) meetings.
- Ensures that all preparations have been made for a CAB meeting, including creating of agenda, circulation of change requests to be considered, and inviting of participants.
- Has the ability to review all planned changes.
- Obtains Authorization for submitted change requests from the Change Authority.
- Ensures post review of exception changes to evaluate if the change addressed a real or a perceived exception condition.
- Utilizes the Change Management reporting system to monitor and track changes.
- Negotiates end-user down time for change implementation.
- Creates consolidated change schedule and resolves any scheduling conflicts.
- Identifies change requests that have not been acted upon in a timely manner and takes appropriate action.
- Ensures that changes are communicated in a timely and adequate manner.
- Create and distribute Change Management reports.
- Reviews all implemented changes to ensure that they have been carried out.
- Closes change requests.
- Carries out the Process Manager responsibilities for the Change Management process.
Technical Lead
Standard Chartered Scope International
05.2010 - 05.2015
- Handling a team of 13 members w.r.t leave management and shift delegation.
- Maintaining the stats as per the management requirements.
- Leading and helping in stream lining the team to achieve the ATT & closure % within SLA agreed by the management, monitored the queue consistently and helped for a smooth flow.
- Attending the client calls, generating reports daily closures.
- Preparing the scorecard, conducting team meetings & huddles, One on One on monthly basis, Review the stats on daily & weekly basis etc. and implemented best practices to achieve the target and to improve the quality of work.
- Pushing applications via Radia & SCCM (Active Directory) into user machines.
- Implementation of applications and packages in Windows XP and Windows 7 machines.
- Troubleshooting outlook issues configuration of mail box, share drive access.
- Signifies the super admin who exercises full control, on all modules, retain the read only Permission to all modules, grant permissions to auditors view the details of software Inventory, check for license compliance, etc.
- Creating and maintain the users access group in the Active Directory servers.
- Closely working with application security risk management, end user computing, and user access Management, system access management.
- Software Installation and upgrade through Radia and troubleshooting.
- VPN, Outlook, Lotus Note, Avaya Soft phone and printer configuration.
- Handled Incident tickets on issues with applications.
- Experience with Remedy ARC and Remedy BMC 7.5 implementation.
- Worked on PowerShell for Windows 7, Microsoft windows 2008 server Administration.
Technical Support Executive
Cybernet-Slash Support
12.2007 - 04.2010
- My profile is to take care of USA, Canada and UK customers that includes troubleshooting both hardware and software issues, and its also includes like Educating, Process Management, Multitasking, Bug Filing, and Quality Testing.
- Providing L1 Support for NETGEAR - NETGEAR is a US manufacturer of computer networking equipment and focus on providing networking solutions for small businesses and homes.
- Handled Calls for the following NETGEAR & COMCAST Products.
- Wired and Wireless Adapters, Routers, Access Points & Power Line Adapters.
- Print Servers & Network Hubs.
- Storage Devices - SAN & ReadyNAS.
- VOIP and Skype Phones.
- System Security - Firewall & VPN.
- Wireless Functions - Repeating, Bridging - WDS & WPS.
- Wireless Security - WEP, WPA/PSK, & WPA II mixed mode & Access control list.
Education
Bachelor’s degree - Computer Science
Shree Chandra Prabhu Jain College
Skills
ServiceNow platform expertise
HPSM
JIRA
BMC Remedy
Kaltura
AWS
SAP
Operations management
KPI tracking
Organizational strategy development
Employee coaching
Cost reduction
Workforce planning
Forecasting
Business planning
Cross-functional coordination
Performance improvement
Employee engagement
Certification
Agile Scrum Master, 2022-01-01
Total Experience
17 years 6 months, 2007-12-01, 2025-06-01
Timeline
Senior Operations Manager
Amazon
04.2024 - Current
Service Manager Regional NEO Desk Asia, JPAC and China
Sanofi India Ltd
10.2020 - 04.2024
Technology Service Manager
FIS India Pvt Ltd (Fidelity Information Services Inc)
03.2018 - 06.2020
Change & Problem Manager
IBM India Pvt Ltd
05.2015 - 03.2018
Technical Lead
Standard Chartered Scope International
05.2010 - 05.2015
Technical Support Executive
Cybernet-Slash Support
12.2007 - 04.2010
Bachelor’s degree - Computer Science
Shree Chandra Prabhu Jain College