Sasidev S
Chennai
Summary
Result-driven Operations Manager with extensive experience in PMO Operations, Contracts Management, Customer Relationship, Service Delivery, Project Management and Transition Management.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Operations Manager
Tata Consultancy Services
Chennai
08.2022 - Current
- Budget management and allocating resources according to project requirements.
- Overseeing disaster recovery plans for business continuity.
- Maintaining a repository of project-related documents, including contracts and task orders.
- Verifying comprehension and compliance with contracts.
- Monitoring of project progress, providing status reports to stakeholders.
- Coordinating with cross-functional teams, such as pricing and sales teams, for contract renewals and RFP proposals.
Contracts Manager
Tata Consultancy Services
Chennai
05.2021 - 08.2022
- Worked with the sales team on the renewal of existing contracts, as well as RFPs.
- Reviewing and identifying potential risks in new contracts before they are signed by the stakeholders
- Driving the delivery team to meet the contractual obligations, which are agreed upon as per the Statement of Work.
Service Delivery Manager
Tata Consultancy Services
Chennai
03.2011 - 05.2021
- Managed a team of 110 associates working for Europe (UK) and APAC Geographies (Australia).
- Coordinated service delivery operations to enhance client satisfaction and efficiency.
- Managed cross-functional teams to ensure timely project execution and resource allocation.
- Successfully led and transitioned the deployment of a new client application.
- Ensured SLA compliance and maintained service delivery quality standards.
- Developed and implemented service improvement plans for operational effectiveness.
- Cultivated strong relationships with clients to understand their business needs and future strategies.
- Managed Business continuity and Disaster recovery activities.
- Conducted internal audits across different accounts, as per organizational standards.
Team Leader
Sutherland Global Services
Chennai
03.2008 - 03.2011
- Resolved customer escalations in an effective manner while maintaining a high level of customer service.
- Meeting the SLA's and KPI's as per the SOW.
- Conducting daily, weekly, and quarterly business reviews with the clients.
- Coordinated schedules to ensure adequate coverage for all shifts.
- Monitored performance metrics to identify areas for improvement.
- Led daily team meetings to discuss goals and address challenges.
- Delegated daily tasks to team members to optimize group productivity.
- Coaching the team on process and technical aspects.
- Conducted annual performance appraisals.
Subject Matter Expert
Sutherland Global Services
Chennai
12.2006 - 02.2008
- Provided support in analyzing customer feedback for service improvement.
- Documented and maintained knowledge base articles for team reference.
- Participated in team meetings to share insights and discuss strategies related to the improvement of KPIs and SLAs.
- Supported onboarding processes for new employees through orientation sessions.
- Coaching associates on technical aspects.
- Performing root cause analysis on cases that are not resolved, and coming up with actionable solutions.
Senior Technical Support Engineer
Sutherland Global Services
Chennai
03.2006 - 11.2006
- Provided advanced technical support for complex client issues related to Microsoft XP, Vista, and related operating systems.
- Making Tier-2 level call backs to customers for resolving their OS related issues.
- Guided junior staff in resolving technical problems and improving customer service skills.
Technical Support Engineer
Sutherland Global Services
Chennai
03.2005 - 02.2006
- Handling inbound calls on issues related to Microsoft XP and Vista operating systems.
- Resolved customer inquiries using advanced troubleshooting techniques and tools.
- Provided training sessions for new team members on support processes and software.
Transaction Processing Associate
Adecco Flexione
Chennai
08.2003 - 02.2005
- Processed transactions related to credit card applications in the UK region with high levels of accuracy and efficiency.
- Collaborated with team members to resolve transaction discrepancies promptly.
- Utilized transaction processing systems to input and update data effectively.
- Performed quality assurance checks to verify the accuracy of transactions before they are submitted to the clients.
Education
Bachelor of Science - Mathematics
A.M. Jain College
Chennai, India04-2000
Skills
- Project Management
- Contract Management
- Customer Relationship
- Service Delivery
- Transition Management
- Business Continuity and Disaster Recovery
- Stakeholder Management
Certification
- Certified Scrum Master
- Delivery management (TCS - internal)
- Lean Six Sigma Green Belt (TCS - internal)
Languages
English
First Language
English
Proficient (C2)
C2
Tamil
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Timeline
Operations Manager
Tata Consultancy Services
08.2022 - Current
Contracts Manager
Tata Consultancy Services
05.2021 - 08.2022
Service Delivery Manager
Tata Consultancy Services
03.2011 - 05.2021
Team Leader
Sutherland Global Services
03.2008 - 03.2011
Subject Matter Expert
Sutherland Global Services
12.2006 - 02.2008
Senior Technical Support Engineer
Sutherland Global Services
03.2006 - 11.2006
Technical Support Engineer
Sutherland Global Services
03.2005 - 02.2006
Transaction Processing Associate
Adecco Flexione
08.2003 - 02.2005
Bachelor of Science - Mathematics
A.M. Jain College
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