Sumanth Kumar J
Bengaluru
Summary
Proficient business emergency management professional, well-versed in providing timely leadership to resolve incidents. Expert in gathering, analyzing, and modeling data to enhance responses to future emergencies. Advanced problem-solver with excellent planning, organizational, and communication skills.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Account Service Operations Analyst
NTT DATA Information Processing Services Pvt Ltd
Bengaluru
04.2022 - Current
- Lead the management and resolution of major incidents to restore normal service operation as quickly as possible.
- Act as the primary point of contact for major incidents, ensuring clear communication with stakeholders.
- Coordinate with various technical teams, support staff, and third-party vendors to resolve incidents.
- Facilitate communication between all parties involved, ensuring that everyone is informed of progress, actions taken, and next steps.
- Provide regular updates to stakeholders, including senior management, regarding the status of the incident.
- Conduct thorough root cause analysis to identify the underlying cause of incidents.
- Work closely with problem management teams to ensure that permanent fixes are implemented to prevent recurrence.
- Document lessons learned and ensure that they are communicated and applied to improve future incident response.
- Continuously review and improve the major incident management process to enhance efficiency and effectiveness.
- Develop and maintain incident management procedures, ensuring they are up to date and aligned with best practices.
- Implement process improvements based on feedback and incident post-mortem reviews.
- Prepare detailed incident reports, including timelines, actions taken, and outcomes.
- Maintain comprehensive documentation of all major incidents, including resolutions and lessons learned.
- Provide regular metrics and reports on incident management performance to Moody's and internal stakeholders.
- Ensure that incidents are resolved within agreed service levels and that any breaches are properly managed and reported.
- Monitor service performance and take proactive measures to prevent potential major incidents.
- Lead crisis management efforts in the event of critical incidents that have a significant impact on business operations.
- Develop and execute crisis communication plans to ensure timely and effective communication during major incidents.
- Build and maintain strong relationships with key stakeholders, understanding their needs and expectations.
- Ensure that stakeholder concerns and feedback are addressed and incorporated into the incident management process.
- Provide training and guidance to NTT Data and Client staff on incident management processes and best practices.
- Promote awareness of major incident management procedures and ensure that all relevant parties are prepared to respond effectively.
- Ensure that incident management activities comply with company policies, client requirements, and regulatory standards.
- Identify potential risks related to incident management and develop mitigation strategies.
- Conduct regular risk assessments and implement necessary controls to manage risks effectively.
- Collaborate with other incident managers, service managers, and technical teams to ensure a cohesive approach to incident management.
- Foster a collaborative environment that encourages knowledge sharing and continuous improvement.
Senior Customer Success Specialist
Byju's (Think and Learn Pvt Ltd)
Bengaluru
06.2019 - 04.2022
- Interacted with customers through calls (voice process) to address their queries, concerns, and issues.
- Maintained detailed and accurate customer records by updating account information in the database regularly.
- Understood customer queries and identified their needs to provide the best possible resolutions, ensuring high levels of customer satisfaction.
- Analysed customer needs and recommended potential products or services that would benefit them, enhancing their overall experience with Byju's offerings.
- Provided support, information, and guidance to customers, ensuring they received 100% satisfaction with the products they purchased.
- Increased customer satisfaction by effectively resolving their issues in a timely and efficient manner.
- Quickly learned new skills and applied them to daily tasks, improving overall efficiency and productivity within the team.
- Demonstrated proficiency in using tools such as Salesforce CRM, Freshdesk, and Lead Squared to manage customer interactions and records effectively.
- Played a key role in training new joiners in the team, sharing knowledge and best practices to ensure they were well-prepared to handle customer interactions.
- Provided ongoing support and mentorship to new team members, helping them quickly adapt to their roles and contribute to the team's success.
- Facilitated training sessions focused on improving customer service skills, tool proficiency, and problem-solving techniques, leading to a more cohesive and effective team.
- Resolved problems and improved operations by identifying areas for enhancement and implementing effective solutions.
- Delivered exceptional service consistently, building strong relationships with customers and fostering loyalty towards Byju's products and services.
Education
Bachelors of Engineering - Computer Science Engineering
Vivekananda Institute of Technology
06-2018
12th -
VVS Sardar Patel Pre University College
05-2014
10th -
VVS Sardar Patel English High School
05-2012
Skills
- ITIL Foundation Certification
- Strong analytical skills
- Excellent problem-solving skills
- Metrics Tracking
- Critical incident handling
- Information management
- Post-resolution reviews
- Service interruptions understanding
- Resolution dedications
- Emergency analysis
- Improvement recommendations
- Resolution team engagement
- Impact limitation processes
- Data collection and review
- Effective communication
- Incident priority assessment
- Documentation skills
- ITIL Framework
- Service Management
- Reporting Requirements
- Escalation management
- Improvement Recommendations
- Team Engagement
- Effective Communication
- Emergency Response
- Resource Utilization
Certification
- ITIL 4 Foundation Program, NTT Data Learning @ Certification Institute - October 25, 2022
- Data Science Architect Program Certification- 2023
Accomplishments
AnaAnalysedAnalysed
- A dedicated advocate of the client.
- Strong troubleshooting and problem-solving skills.
- Provided oversight and management for day-to-day operations and client-specific projects.
- Provided 24/7 support for major incidents/outages.
- Rockstar Performer for Byju's Mentor Inbound Team: 3 times
- Performer of the Month (Phoenix Award): Once
Timeline
Account Service Operations Analyst
NTT DATA Information Processing Services Pvt Ltd
04.2022 - Current
Senior Customer Success Specialist
Byju's (Think and Learn Pvt Ltd)
06.2019 - 04.2022
Bachelors of Engineering - Computer Science Engineering
Vivekananda Institute of Technology
12th -
VVS Sardar Patel Pre University College
10th -
VVS Sardar Patel English High School
- ITIL 4 Foundation Program, NTT Data Learning @ Certification Institute - October 25, 2022
- Data Science Architect Program Certification- 2023
Similar Profiles
Ritesh KumarRitesh Kumar
Program Project Management Analyst at NTT Data Information Processing Services Pvt. LtdProgram Project Management Analyst at NTT Data Information Processing Services Pvt. Ltd
Lokesh GautamLokesh Gautam
F & A Operations Processing Analyst (TL/SME) at NTT DATA Information Processing Services Pvt LtdF & A Operations Processing Analyst (TL/SME) at NTT DATA Information Processing Services Pvt Ltd
VIJAYA LAKSHMI K VIJAYA LAKSHMI K null
Enterprise Resource Planning Specialist at NTT DATA Information Processing Services Pvt Ltd Portfolio RecordsEnterprise Resource Planning Specialist at NTT DATA Information Processing Services Pvt Ltd Portfolio Records