Satyapramod Amani
Bengaluru
Summary
Handled largest voice infrastructures of ~40k license users by integrating multiple CRM's. Setup large support system for WFH module with minimal resolution time during Covid Crisis. Developed as an IT Advisor & Solution Architect. Collaborating closely and working with VP, PMO & CEO's office on major projects. Revamped internal communication channels to foster greater transparency between departments and improve overall organizational cohesion. Implemented Change Management process, ensuring smooth transitions and adherence to organizational standards for change control and deployment. Established performance goals for employees and provided feedback on methods for reaching those milestones. Managed MPLS Networks for organizational connectivity throughout PAN India. Assessed risks associated with team activities and implemented appropriate procedures to mitigate potential problems.
Highly motivated and organized professional with extensive experience in IT Executive roles. Demonstrated ability to manage projects, implement process improvements, and deliver exceptional service. Equipped with strong organizational skills and a proactive approach to problem-solving.
Overview
17
17
years of professional experience
Work History
Associate Director - IT
Think & Learn Pvt. Ltd. (BYJU's)
Bengaluru
03.2018 - Current
- Ensured compliance with industry regulations and promptly adapted to changes in legislation or best practices.
- Mentored junior staff members to enhance their professional development and career progression within the company.
- Streamlined escalation management by promptly providing on-call solutions for multiple teams, simultaneously guiding the internal IT team in resolving issues.
- Managed assets, inventory, and vendor relationships.
- Made executive-level decisions on organization-wide projects, overseeing major telephone system transitions and managing high-priority concerns escalated from the CEO's office.
- Managed large teams of IT professionals, enabling them to improve their skills and shape their leadership abilities.
- Enabled organizational level adoption of WhatsApp for Business resulting in enhanced business strategies
- Reducing the labor of staff by implementing diverse modules.
- Leading support team on EUC front, ensuring requirements are fulfilled for smoother operations.
- Evaluated various products and made critical decisions during emergency situations, ensuring operational continuity.
- Oversaw day-to-day operations of the organization including personnel management, program development and implementation.
- Conducting regular team reviews to maintain motivation and enhance strategic and leadership skills.
- Was part of Byju's Tuition Centre implementation project.
- Master in Unified Communication platforms with highly skilled in SIP, VOIP, Contact Center technology.
- Implemented Voice Bot tool for the digital finance team for revenue collection with a voice bot in seven languages.
- Implemented Automation tool for ID creation module, which reduced team work effort by almost 92%.
- Objectives: Handled the largest voice infrastructures of ~40k licensed users by integrating multiple CRMs.
- Set up a large support system for the WFH module with minimal resolution time during the Covid crisis.
- Developed as an IT Advisor & Solution Architect
- Collaborating closely and working with VP, PMO & CEO's office on major projects
- Revamped internal communication channels to foster greater transparency between departments and improve overall organizational cohesion.
- Implemented Change Management process, ensuring smooth transitions and adherence to organizational standards for change control and deployment.
- Established performance goals for employees and provided feedback on methods for reaching those milestones
- Managed MPLS Networks for organizational connectivity across PAN India.
- Assessed risks associated with team activities and implemented appropriate procedures to mitigate potential problems.
- Developed and implemented strategies to increase organizational effectiveness and efficiency.
Team Leader (Asst. Manager)
Ani Technologies Pvt. Ltd. (Ola Cabs)
Bengaluru
01.2018 - 02.2018
- Initiated migration of calling infra during short tenure, resulting in significant cost savings and positive commercial impact for organization.
Team Leader
Think & Learn Pvt. Ltd. (BYJU's)
Bengaluru
07.2015 - 12.2017
- Managed the Sales Team voice operations, overseeing huge infrastructure to increase organization productivity & revenue
- Expansion of voice infra for Byju's from 487 licenses to 2000 in minimum 60 days with proper backup solution
- Provided leadership training to IT Team, guiding them on various implementations and promoting skill development to advance team capabilities
- Spearheaded expansion of voice operations and CRM implementation, conducting end-to-end testing to ensure seamless integration and functionality
- Orchestrated various API integrations for sales calling activities, optimizing processes and enhancing efficiency in customer interactions
- Handled EUC Operations for entire organization
- Vendor Management & escalation manager for L4 issues
- Successfully migrated Byju's Customer Care Inbound IVRS Setup seamlessly transferring all integrations without any downtime
- Streamlining of Day to day business operations by providing backend support
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams
- Built strong skilled SME Team for handling largest voice infra of around 6000 users.
Senior System Administrator
Myntra Designs Pvt. Ltd.
Bengaluru
10.2012 - 07.2015
- Managed IT infrastructure of Customer Care department ensuring smooth operations and efficient support for customer interactions
- Implemented first-ever Order Status/Returns/Refund-based IVRS system, leveraging APIs with in-house ERP tool to enhance customer service processes
- Successfully executed movement of Customer Care teams with minimal downtime of 3 hours, implementing failover mechanisms to ensure 0 downtime
- Handled RightNow CRM tool implementation project from IT End for Customer Connect department, streamlining customer interactions and enhancing efficiency for better customer experience at org level and also ensured project execution was flawless
- Conducted regular patch updates to ensure smooth and uninterrupted operations
- Successfully managed Google Shopping Online Festival (GOSF) without any issues for two consecutive years, demonstrating resilience and efficiency in handling high-volume events
- Led End Of Reason Sales Event with hassle-free IT infrastructure, making significant impact on Customer Care Infrastructure Team and ensuring seamless operations during event
- Recognized as Grand Master for exemplary management of IT infrastructure, providing robust support and minimizing disruptions in Customer Connect Department.
Senior Product Engineer
Drishti Soft Solutions Pvt. Ltd.
Bengaluru
02.2009 - 09.2012
- Key player out of 2 people for handling entire south india technical support for calling platform, implementations
- Taking care of all new projects of South Indian region from project initiation to sign off of projects from client end
- Worked as Resident Engineer (For Kochar Infotech Pvt
- Ltd) during my tenure by handling 7 locations of client's large infrastructure
- Handled one POC in chennai with 3 shifts in day
- Championed continuous improvement initiatives within engineering team by promoting culture of learning and adaptation
- IMPLEMENTATIONS DONE AS A RESIDENT ENGINEER IN KOCHAR INFOTECH: Ameyo Voice Logger for Cisco ACD by capturing RTP Packets through network layer (using wire shark) and converting them as voice recordings
- Implementation of ASR (Auto Speech Reorganization) IVRS on sending the GPRS Settings to the Mobile on the basis of MOBILE BRANDS & MODELS with Nuance Technology
- RESPONSIBILITIES AS A RESIDENT ENGINEER: Handling Day to Day Operations of all the locations & guiding client team on resolving the issues along with monthly maintenance activity on infrastructure level.
System Administrator
Techaries Soft Pvt. Ltd.
Bengaluru
04.2008 - 01.2009
- Managed entire IT infrastructure, ensuring its stability and efficiency to support organizational operations
- Handled unified communication platform along with VOIP Providers for domestic & international processes
- Conducted monthly maintenance activities to ensure the ongoing reliability & performance of IT systems
- Managed FTP sites for secure uploading and downloading of data, ensuring data integrity and accessibility.
Education
Bachelor of Commerce -
CMJ University - Meghalaya
01.2012
High School Diploma -
Aptech Computer Education - Dharwad
05.1999
Skills
- Strategic leadership
- Project Management
- Process Improvement
- IT Infrastructure
- Budget Management
- Risk Analysis
- Positive Attitude
- Resources Allocation
- Crisis Management
- Key relationship management
Technical Profile
- Microsoft Office
- Linux, Shell Script
- Salesforce, Leadsquared
- PostgreSQL, LAN
- Hybrid Cloud
Timeline
Associate Director - IT
Think & Learn Pvt. Ltd. (BYJU's)
03.2018 - Current
Team Leader (Asst. Manager)
Ani Technologies Pvt. Ltd. (Ola Cabs)
01.2018 - 02.2018
Team Leader
Think & Learn Pvt. Ltd. (BYJU's)
07.2015 - 12.2017
Senior System Administrator
Myntra Designs Pvt. Ltd.
10.2012 - 07.2015
Senior Product Engineer
Drishti Soft Solutions Pvt. Ltd.
02.2009 - 09.2012
System Administrator
Techaries Soft Pvt. Ltd.
04.2008 - 01.2009
Bachelor of Commerce -
CMJ University - Meghalaya
High School Diploma -
Aptech Computer Education - Dharwad
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