Sathish Kumar
Chennai
Summary
Dynamic Technology Account Manager with a proven track record at WNS, excelling in service delivery and project management. Expert in risk assessment and compliance management, driving process optimization and enhancing client relationships. Adept at stakeholder engagement, I successfully led initiatives that improved service quality and operational efficiency.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Technology Account Manager
WNS (World Network Service)
10.2023 - Current
- Implement PCI DSS controls to prevent data leakage in user data handling processes.
- Manage end-to-end technology account delivery, covering both transition and BAU phases.
- Liaise with transition managers, business/deal teams, client technology teams, and support functions to ensure smooth project implementation within the defined MSA scope.
- Partner with the Risk & Compliance team to establish and maintain technical control measures aligned with contractual and regulatory obligations.
- Act as the primary escalation point for operational IT issues.
- Build and sustain strong relationships with internal and external stakeholders.
- Identify opportunities for technology enhancements and process optimization, and drive account strategy and roadmap planning.
- Manage and monitor service delivery quality, SLA adherence, IT compliance, and budget controls as per MSA.
- Lead and coordinate client-driven initiatives, new transitions, and ramp-ups.
- Oversee project and process financials including cost sheets, billing accuracy, and recharges.
- Conduct regular client review meetings to assess delivery performance, gather feedback, and ensure expectations are met.
- Ensure transparent client communication during outages or service issues, with timely RCA and corrective/preventive actions.
- Develop, document, and present service reports, procedures, workflows, and agreements to stakeholders.
- Lead cross-functional teams in delivering large-scale, multi-stakeholder projects successfully.
- Stay updated on industry trends, compliance requirements, and best practices to continuously strengthen delivery maturity.
Manager Tech - OPS
Anunta Technologies
11.2021 - 10.2023
- Strong experience in delivering IT Infrastructure, Product managed Services, and Service operations for large and medium enterprise clients across the globe.
- Responsible for Discussion and onboarding of Vendors, Product Management team.
- Responsible for conducting Monthly Governance calls with Clients and Vendors separately.
- Responsible for the creation and implementation of an IT automation roadmap.
- Keep Track of Assets, and equipment to Streamline operations.
- Customer Review Meetings (Weekly/Monthly/Quarterly) Handling Customer Escalation, Executing SIP/PIP.
- Explore the new opportunities/outsourcing services from the customers to Bid a Deal by preparing the SOW.
- Team Sizing, Defining Timelines for various phases/tasks of the Engineering, Product, and Implementation Management Team.
- Addressing the escalations and driving the Priority issues by coordinating with multiple teams along with vendors whenever required.
- Strong Logical & Analytical Thinking, Excellent communication, and People Management.
- Partnering with Various functional & delivery teams for timely delivery of solutions with expected benefits.
- Project: First Source
EUC Manager
HCL Technologies
06.2016 - 01.2021
- Monitored team performance, adhered to service level agreements (SLAs), and provided detailed job training.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Reduced workflow inconsistencies by recruiting and hiring capable staff members.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue-resolution strategies.
- Hired, managed, developed, and trained staff, established and monitored goals, conducted performance reviews, and administered salaries for staff.
- Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Develop key performance indicators (KPIs) and provide regular reporting for management.
- Patched software and installed new versions to eliminate security problems and protect data.
- Helped streamline repair processes and update procedures to support action consistency.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Train, coach, and mentor Service Desk Specialists (Level 1 / 2) including career development.
- Develops Service and Business Level Agreements to set expectations and measure performance.
- Develops an effective and workable framework for managing and improving customer IT support in the organization.
- Project: Exxon Mobil
Specialist (Track Lead)
HCL Technologies
09.2014 - 06.2016
- Inspired each team member to perform and produce their best.
- Determined the duties and responsibilities of individuals in a team.
- Analyzed the individual performance of each team member and motivated them to perform even better.
- Organized training workshops to improve the performance of the members who were lagging in terms of performance.
- Analyzed the assigned projects and distributed tasks to the members as per their area of expertise.
- Reported any problem or fault in the project to the project manager or supervisor.
- Offered solutions to the top management regarding project-related queries.
- Project: Spansion Semiconductor
Senior Analyst (Remote Desktop Support)
HCL Technologies
07.2012 - 09.2014
- Installation, Configuration, and troubleshooting of all Windows OS.
- Active Directory administrator in charge of user account management.
- Configuring Cisco Any Connect VPN for the user.
- Create and administer domain accounts using the active directory.
- Performing backups/retrieval of user data's using Connected PC Backup (Autonomy).
- Configuration of Live Meeting 2007 add-ins with outlook.
- Providing administrator access to the users.
- Installation of Microsoft office communicator 2007.
- Microsoft Bit Locker Administration and Monitoring.
- Installation and configuration of Cisco softphones.
- Install/uninstall, connect, configure, upgrade, troubleshoot, test, and diagnose wired and wireless desktop and laptop computer systems.
- Virus, Spyware/Malware, and malicious code removal support.
- Providing solutions for all escalated problems like OS, Outlook, MS Office, IE, Printing, scanning, viruses, etc.
- Configured, formatted, and maintained PC desktops, laptops, local printers, peripheral devices, and associated software.
- Must work on Priority 3,4,5 Tickets.
- RSA / ACE Administrator: Responsible for supporting SecurID tokens for Field Base users and In-House users.
- Created user IDs and assigned SecurID tokens to that IDs using the ACE Remote Admin Tool.
- Removed user IDs and unassigned SecurID tokens using the ACE Remote Admin Tool.
- Ticketing tool used: Service Now.
- Remote Tool used: Bomgar.
- Project: Freescale Semiconductor
Support Engineer
CSS Corp
11.2010 - 06.2012
- Worked on different wired and wireless networking devices.
- Installed and configured different types of wired and wireless routers like CISCO, Net Gear, Linksys, etc.
- Support is provided through voice and remote sessions for resolving customer problems.
- Worked on different wireless b, g &n standard routers and dual-band routers.
- Installations were done for any OS and handled hardware issues in computers.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Assisted customers with product selection based on stated needs, proposed use, and budget.
- Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Trained and supported end-users with software, hardware, and network standards and use processes.
- Configured hardware, devices, and software to set up workstations for employees.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved issues with systems, hardware, and telephones quickly and accurately.
- Project: Roku
IT- Sales Executive
Big network (Subhashree Infotech)
02.2009 - 02.2010
- Reporting of Sales for all processes to overseas clients daily.
- Create End of Day Reports of All campaigns & Prepare Weekly/Monthly reports as per operations requirements.
- Designing & Maintaining a Database of all sales and updating the final status of each Sale with the results received.
- Coordinate with IT in case of a technology malfunction, technical downtime, technology upgrade, or installation.
- Detailed performance Analysis of all the Agents, Monitoring all Campaigns, and Analysis of various campaigns in the company.
- Executing Ad-hoc queries to assist seniors in making decisions & coordinating between various departments providing them with all data support related to sales & finance.
- Handling floor in the absence of an Assistant Manager & training new agents.
- Responsible to meet & exceed the targets set by the Management & Working closely with the Management team in updating the production status.
- Providing web-based support (Regd. Billing & Technical Support) to customers all over the world.
- Working on different Software such as Right Now Web, BPMS, CRMS, HRMS Tools, etc. to solve customer queries.
- Preparing DPR (Daily Productivity Report) & Shift End Report.
- Preparing Rooster in absence of a Team Leader.
- Providing support to the new agents.
- Project: IT Solutions
Education
Bachelor of Science - Computer Science
Annamalai University Distance Education
Chennai04-2015
Diploma - Computer Technology
Sri Nallalaghu Polytechnic
Chennai05-2008
SSLC -
Don Bosco Matriculation School
Chennai05-2005
Skills
- Account management
- Service delivery
- Project management
- Vendor management
- Risk assessment
- Client communication
- Process optimization
- Technical support
- Stakeholder engagement
- Compliance management
- Performance reporting
- Client relationship building
- Client meetings
- Cost reviewing
- IT operations management
- Technical architecture design
Certification
- ITIL V3 Foundation
- Six Sigma Yellow Belt
- Azure Fundamental
Languages
- Tamil, First Language
- English, C2 Proficient
Disclaimer
I, Sathish Kumar, declare that all the details furnished above are true to the best of my knowledge.
Timeline
Technology Account Manager
WNS (World Network Service)
10.2023 - Current
Manager Tech - OPS
Anunta Technologies
11.2021 - 10.2023
EUC Manager
HCL Technologies
06.2016 - 01.2021
Specialist (Track Lead)
HCL Technologies
09.2014 - 06.2016
Senior Analyst (Remote Desktop Support)
HCL Technologies
07.2012 - 09.2014
Support Engineer
CSS Corp
11.2010 - 06.2012
IT- Sales Executive
Big network (Subhashree Infotech)
02.2009 - 02.2010
Bachelor of Science - Computer Science
Annamalai University Distance Education
Diploma - Computer Technology
Sri Nallalaghu Polytechnic
SSLC -
Don Bosco Matriculation School