Subramanian Perumal
Chennai
Summary
Accomplished IT management professional with over 15 years of experience in both technical and leadership roles within major global organizations. Adept at overseeing complex network operations, driving operational excellence, and leading cross-functional teams in high-stakes environments. Proven track record of managing large-scale IT infrastructure, optimizing processes, and enhancing service delivery to exceed organizational goals.
Overview
15
15
years of professional experience
3
3
Certifications
Work History
Group Manager
HCL Tech
11.2023 - Current
- Continuing similar responsibilities from previous roles, overseeing operations team of over 30 members supporting 85+ global customers.
- Implementing strategic leadership, managing cross-functional teams, and ensuring operational excellence through metrics and performance management.
- Engaging in customer and stakeholder management, crisis handling, and driving service improvement initiatives.
- Facilitating process efficiencies and ensuring quality assurance in all operational aspects
- Collaborated with other group managers to develop best practices for operational efficiency across departments.
- Implemented cross skilling training programs to improve staff skillsets, enhancing overall productivity and job satisfaction.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Manager - Network Assurance
Verizon
08.2021 - 11.2023
- Led a 24x7 operations team of over 30 members, supporting managed networks, security, and unified communications.
- Defined measurable objectives aligned with organizational goals, driving quality assurance programs and performance management.
- Conducted regular metrics reviews with cross-functional teams to enhance KPI, SLA, and OLA adherence.
- Managed and motivated employees to be productive and engaged in work.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Facilitated communication and process efficiencies between geographically diverse teams and leadership.
- Cross-trained existing employees to maximize team agility and performance.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Onboarded new employees with training and new hire documentation.
- Delivered high-level reports to executive leadership, aiding in data-driven strategic decisions.
- Built and maintained relationships with stakeholders, vendors, suppliers, and internal business partners.
Associate Operations Manager
CTS
5 2017 - 07.2021
- Managing a team of 10 members, being the point of contact for any customer escalations and severity 1 issues
- Conducting periodic review / audit of tickets and sharing the feedback with the management
- Providing inputs for the automation scope
- Conduct weekly review call with the customer and providing ideas on service improvement
- Responsible for site migration projects from Cisco to Zoom
- Responsible for migrating any site from PRI to SIP.
- Developed strong relationships with vendors and suppliers, resulting in improved service delivery and cost savings.
- Enhanced customer satisfaction by addressing concerns quickly and implementing improvements based on feedback.
- Led process improvement initiatives that resulted in time-savings and increased operational effectiveness across multiple functions within the organization.
Senior Network Engineer
Infinite Computer Solutions
04.2016 - 05.2017
- Configuring and Troubleshooting issues related to Media Resources
- Configuring and Troubleshooting issues related to IP Phone
- Configuring and Troubleshooting the Gateway registration issues
- Troubleshooting the issues with ISDN PRI [ T1 & E1
- Troubleshooting issues related to unable to make/receive calls through the Gateway.
IT Analyst
Tata Consultancy Services
01.2016 - 04.2016
- Suggesting customers with the stable versions of CUCM and CUC
- Working on SORA tool to determine the bugs that will hit the customer’s version of CUCM, CUC or IOS
- Raising PRRQ request for the same and sending the Proactive software recommendation report to the customers.
Senior Specialist
HCL Technologies Ltd
01.2012 - 12.2015
- Implementing H.323 Gateways
- Implementing Numbering Plans
- Implementing PSTN Dial Plans
- Implementing Calling Privileges
- Managing User Accounts Using the Administration GUI
- Implementing IP Phones
- Implementing MGCP Gateways
- Configuring Cisco Unified Communication Manager Call Routing Components
- Implementing Calling Privileges in Cisco Unified Communications Manager
- Integrating Cisco Unified Communication manager to voice-Mail Systems
- Configuring Survivable remote site telephony(SRST)
- Implementing ONNET Dial plan changes by creating translation pattern and Route patterns
- Configuring VG224
- Configuring POTS Dial Peers
- Configuring VOIP Dial Peers.
NOC Engineer
First Source Solutions Ltd
08.2010 - 01.2012
- Responsible for managing CCM 6 cluster infrastructure
- Responsible for configuration changes (L1 like Moves, Adds, and Changes) in CCM based on the business requirements
- Responsible for managing (L1 like Password reset and adding New Subscribers) Cisco Unity Connection 7
- Coordinating with Cisco TAC for escalated issue
- Responsible for coordinating with Service Providers for link issues
- Monitoring the Routers, Switches, Passports, Servers
- Worked on monitoring tools like OP Manager, HP NNM Openview, NICE Loggers, Net Flow Analyser
- Troubleshooting issues by logging into Routers, Switches, Passports, Servers
- Worked on Mc Afee EPO for the DAT updates
- Creation and deletion of the user access in Portwise
- Adding the devices in the OP Manager and configuring the parameters to be monitored for the devices
- Working experience with Vmware tool.
Technical Support Engineer
Zylog Systems India Ltd
11.2009 - 05.2010
- Configuring Switches, Customer Premises Equipment (CPE) and ATA
- Configuring the TCP/IP settings and troubleshooting the connectivity problems
- Attending and solving customer complaints over phone and providing online support
- Monitoring Network Operation and Controlling through ROAM AD and NAGIOS
- Involved in the Network testing
- Coordinating with call center and assigning field works to Field Engineers
- Adding user and creating user policies in MAS for customers
- Enabling VoIP for customers and troubleshooting through phone.
Education
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Dr Sivanthi Aditanar College of Engineering
Tiruchendur 04.2001 -
Skills
Cisco Unified Communications Manager, Cisco Unity Connection, UCCX, SBC's, Zoom, Amazon Connect, AWS
Certification
Cisco Certified Network Associate(CCNA)
Languages
English, Tamil, Hindi, Malayalam
Disclaimer
I hereby declare that all the details given above are true to the best of my knowledge.
Timeline
Group Manager
HCL Tech
11.2023 - Current
Manager - Network Assurance
Verizon
08.2021 - 11.2023
Senior Network Engineer
Infinite Computer Solutions
04.2016 - 05.2017
IT Analyst
Tata Consultancy Services
01.2016 - 04.2016
Senior Specialist
HCL Technologies Ltd
01.2012 - 12.2015
NOC Engineer
First Source Solutions Ltd
08.2010 - 01.2012
Technical Support Engineer
Zylog Systems India Ltd
11.2009 - 05.2010
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Dr Sivanthi Aditanar College of Engineering
04.2001 -
Associate Operations Manager
CTS
5 2017 - 07.2021
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