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
2022.04 - 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
2019.06 - 2022.04
- 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
2018-06
12th -
VVS Sardar Patel Pre University College
2014-05
10th -
VVS Sardar Patel English High School
2012-05
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
2022.04 - Current
Senior Customer Success Specialist
Byju's (Think and Learn Pvt Ltd)
2019.06 - 2022.04
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
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