Shibu Ramakrishnan
Mundathikode
Summary
Results-driven Operations Manager with expertise in SLA monitoring, performance analysis, and project management. Proven track record in driving operational excellence and achieving SLA compliance through effective team leadership and data-driven decision-making.
Overview
18
18
years of professional experience
Work History
Operations Manager
Amazon India Pvt. Ltd.
Bangalore
11.2019 - Current
- Led a team of 27, including SMEs; managed performance, issue escalation, and SLA compliance
- Oversaw ticket queues and bottleneck resolution within SLA targets
- Coordinated hiring, training, and onboarding for project transitions
- Presented deep dives and operational reports to global stakeholders
- Implemented E-Fax automation, led Utilization Management initiative (improved metrics from 65% to 80%)
- Delivered consistent SLA compliance; awarded for high performance multiple times
- Drove project automation for reduced manual work and improved turnaround
- Six Sigma Green Belt Certified (Cert. No: LSS/Green Belt/364298)
Team Lead – US Healthcare Process
Cognizant Technology Solutions
01.2013 - 10.2019
- Managed offshore teams supporting U.S. clients, ticket tracking, SLA, daily ops
- Key contact between India ops and U.S. client teams
Process Executive – Telecom (UK Region)
Infosys BPO Ltd.
09.2010 - 01.2013
Customer Service Representative – Telecom (India)
Tata Business Support Services (TBSS)
12.2007 - 04.2010
Education
Professional Certificate - Data Science and Artificial Intelligence
IIM Kozhikode
01.2025
MA. -
Guruvayoor Kendriya Sanskrit Vidya Peet
01.2003
B.A. -
Guruvayoor Kendriya Sanskrit Vidya Peet
01.2001
Skills
- Offshore Operations
- Vendor Management
- SLA Monitoring
- KPI Monitoring
- Reporting
- Ticket Escalation
- Lifecycle Management
- Root Cause Analysis
- RCA Reporting
- Performance Monitoring
- Resource Planning
- Cross-Cultural Team Coordination
- Stakeholder Communication
- ERP Awareness
- Process Documentation
- Monthly Reporting
- Process Improvement
- Workflow Optimization
Accomplishments
- Spotlight and Unicorn Awards – Amazon
- Best Performer of the Quarter – Cognizant (2014 & 2015)
- Client Centricity & Best Practice Sharing Recognition
- Led team launch for new project pipeline
- Promoted from Process Executive to Team Lead – Cognizant
Open To
- Remote
- Hybrid
- Regular Rolls
Location
Thrissur, India
Flexibility
Flexible for EST/IST time zones
Timeline
Operations Manager
Amazon India Pvt. Ltd.
11.2019 - Current
Team Lead – US Healthcare Process
Cognizant Technology Solutions
01.2013 - 10.2019
Process Executive – Telecom (UK Region)
Infosys BPO Ltd.
09.2010 - 01.2013
Customer Service Representative – Telecom (India)
Tata Business Support Services (TBSS)
12.2007 - 04.2010
Professional Certificate - Data Science and Artificial Intelligence
IIM Kozhikode
MA. -
Guruvayoor Kendriya Sanskrit Vidya Peet
B.A. -
Guruvayoor Kendriya Sanskrit Vidya Peet
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