Sukanth Kumar Susai
Hyderabad
Summary
Talented and ambitious Customer Project Management - Associate Manager with 5+ years of experience delivering high-quality projects. Skilled in leading teams across technical, commercial, and industrial domains. Proficient in ITIL and Microsoft Azure Infrastructure Solutions 70-533 (LEVEL: 201) and Scrum Master. Actively involved in all aspects of project life cycle for matrix-like organizations and different geographies. Strong ability to manage stakeholder expectations and willing to travel for suitable positions with market-leading companies.
High-performing professional with several years of experience delivering successful improvements for business operations, profitability and team development. Resourceful project manager and compliance specialist to thrive in fast-paced and changing environments. Dedicated to sustaining operational accuracy and delivering results for optimal profitability.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Operations Manager
NTT Managed services LTD.
11.2022 - Current
- Leading a team of 50+ engineers, 4 SME’s and 4 Technical Leads supporting multiple Customers across different regions
- Managing service delivery activities for customer’s diversified set of services with high availability of production servers
- Managing the service delivery through analyzing the team’s performance to enhance key client SLA, and customer experience
- Administrating performance management by diagnosing improvement opportunities, perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives
- Review statistics to measure staff performance and the need for improvement
- Driving WBR and MBR calls with the client taking meeting notes, actions & next steps to meet the client expectations
- Zero attrition in my team from the date of me joining the organization
- Also promoted 2 Tech Leads from my team to different team, along with 4 IJPs of engineers to different technical projects
- Process improvement: Analyzing and improving operational processes to increase productivity and efficiency
- This includes identifying areas for enhancement, developing strategies, and streamlining workflows
- Resource management: Optimizing resource utilization and eliminating waste
- This includes monitoring the company budget, as well as departmental budgets
- Quality assurance: Ensuring quality control and running quality assurance checks
- Team leadership: Providing leadership and guidance to the operations team to foster a positive work environment
- This includes hiring and training employees, creating and keeping track of staff schedules, and coming up with programs for employee professional growth
- Conflict resolution: Solving conflicts related to resources among departments
- Compliance: Ensuring the business complies with specific industry standards
- Strategic initiatives: Maintaining a thorough understanding of company objectives, market conditions, and technological advancements to drive strategic initiatives and adapt processes to meet changing business needs
Module Lead
Mindtree LTD
01.2018 - 11.2022
- Company Overview: Client: Microsoft
- As a Module lead of 20-25 engineers to maintain along with two SME’s (Subject Matter Expert)
- Handling entire Hyderabad EA/FL team
- Timesheet submission of team, Shift allowance claims and submission on time
- Execution of ongoing operational activities (EWS, Rostering, Spot On, updating head count file and training completions for new engineers along with entire team)
- Tracking skill gaps and conducting sessions along with SMEs to the engineers
- Publishing action items immediately after team meeting day-to-day and closing them on time
- Monitored progress among each engineer toward goal attainment utilizing measurable data in spreadsheet applications
- Mid-Year and Annual appraisal completion to the done, share objectives with the team accordingly
- Timely Feedback on performance achieved to be delivered to engineers for improvement
- Take on a wider customer service role and promote the customer service ethic within team and maintain a high degree of customer service for all support queries on Azure
- Address challenges and discuss opportunities for improvement with engineers in daily team meeting
- Extract reports on stats and work closely on improving performance of engineers and sharing with Managers
- Assist the SE’s how to reduce their workload and assist them in maintaining the KPI’s consistently
- Feedbacks provided by the QA team/PTAs in terms of any misses by engineers in terms of case handling and conducting sessions accordingly for improvement and document the same
- Regularly getting on calls with PTA’s, Managers, Other TL’s in order to give and update the changes in process and maintaining the KPI’s and process specification designed by Microsoft in order to adhere to it
- One of the core members in Agile management for present tool changes or new tool implementations by Microsoft to be handle by engineers or for customers
- Handling boot camps for the new releases in terms of project or tools
- Updating and suggestion/plan’s to PTA’s and Managers in terms of handling SE’s in increasing the KPI’s and accountability on cases and reducing the bin where they can have leverage to assist customer response quickly
- Maintaining CPE, FDR, and FCR as per business requirements
- Continuously being the one of the best contributors in acquiring TOP A-Team for 3 quarters
- Client: Microsoft
- Promoted from Tier-1 to Tier-2 Team Lead for Subscription Management and Billing process, now Team lead for Entire Hyderabad and EA(Enterprise customers) team throughout India
Technical Support Executive
Teleperformance
11.2016 - 12.2017
- Handling Inbound and Outbound calls for customer queries
- Resolving the concern of the customers and re-sellers regarding Ingram Internal Control panel, Microsoft O365, Azure, Acronis
- Creating tickets for every call through CRM Dynamics and sending emails with resolution or status of the ticket
- Personally, handling and escalating the case to the concern team, Microsoft Partner center, Microsoft Azure, Acronis, Ingram internal Operations and billing team etc
- Handling VIP client’s customers concerns on priority
- Handling escalation cases, which are got delayed in service from vendors or from internal team
- Regularly following up the concern vendor’s team in order to give resolution to the customers within SLA
- Maintaining Quality, and KPI’s
Analyst
Intelinet
10.2015 - 10.2016
- Company Overview: Client: Google
- Handling Terrain project in mapping
- Submitting assigned projects in timely basis
- Assisting new hires in the project, along with training part
- Mentoring the new hires in terms of HR related queries along with HR
- Co-ordinating with HR in process of requirement and recruitment in along with the team lead and manager
- Client: Google
Sales Support Executive
Blue Dart Express Ltd.
09.2013 - 11.2014
- Processing PO (purchase order), Vendor invoices, in sub system and updating in ERP
- Review and adjust client's General Ledgers depending upon the payments received
- Reconciliation and update with vendor account statements
- Preparing Account Receivable and Accounts Payable
- Operating Cash Register and Balance Daily Receipts
- Developing relationships with corporate and retail customers for business development
- Handling banking activities involved in cross-selling of the products
- Collecting Cheques/ Cash from Existing Credit Clients for deposits and reaching the revenue targets on Monthly basis
- Clearing the Old Outstanding of credit clients by solving their issues in Service Side as well as accounting side in Billing
- Handling GMB (generic mailbox) and resolving queries received from Customers & Vendors
Accounts & Administration Executive
Manna Group of Ministries
Hyderabad
07.2011 - 08.2013
- Company Overview: A part of Manna International
- Looking after General Banking Operations such as verifying the authenticity of cheques, deposit vouchers, and cash vaults; outward & inward clearing of cash and cheque transfer; and DD/ PO/ FD entries on a regular basis
- Reliable administration of business administration and derailed financial reports and accurate documentation
- Handling key customer relationship and operations for all demand deposit and time deposit accounts, all types of Non-Resident accounts
- Managing regulatory matters relating to all types of accounts and other retail asset products, bonds, RBI and other related audits regarding all demand deposit accounts
- Deft in steering general banking operations with demonstrated success in implementing marketing schemes for promotion of products
- A skilled planner and implementer with success in consistently attaining business targets through focused efforts, development of the customer base, cross-selling of banks products and improving customer service standards/customer experience
- An effective communicator and motivating leader with strong coordination, organizational and analytical skills
- Sound exposure of KYC (Know Your Customer) norms as well as keen customer centric approach with zeal to attain business excellence
- A part of Manna International
Education
M.B.A -
Aurora school of computer science and research
01.2012
B. Com -
N.R.M Degree College
Hyderabad01.2009
XII -
Orbit Jr College
01.2002
Skills
- Accounting software
- DBMS
- Acronis
- Microsoft Office 365
- Azure Certified Administrator
- Agile Scrum Master
Accomplishments
- Best Employee of the year 2020, 2021 and 2022.
- H.C.A, A (1) One - day league player from S.K. Blues since 2006 along with playing corporate Cricket matches with NMDC.
- NCC ‘B’ Certificate from 1(A) ARTY BTY with SURJENT rank.
Languages
- English
- Hindi
- Telugu
Personal Information
Date of Birth: 03/22/85
Certification
- Azure administration
- Agile Scrum Master
Languages
Telugu
First Language
English
Advanced (C1)
C1
Hindi
Upper Intermediate (B2)
B2
Timeline
Operations Manager
NTT Managed services LTD.
11.2022 - Current
Module Lead
Mindtree LTD
01.2018 - 11.2022
Technical Support Executive
Teleperformance
11.2016 - 12.2017
Analyst
Intelinet
10.2015 - 10.2016
Sales Support Executive
Blue Dart Express Ltd.
09.2013 - 11.2014
Accounts & Administration Executive
Manna Group of Ministries
07.2011 - 08.2013
- Azure administration
- Agile Scrum Master
M.B.A -
Aurora school of computer science and research
B. Com -
N.R.M Degree College
XII -
Orbit Jr College
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