Sundar Durairaj
Associate Manager
Pune
Summary
Service-oriented Associate Manager with over 16 years of experience dedicated to excellence in Artificial Intelligence and Service Management. Recognized for a results-driven approach that optimizes team performance and drives substantial business growth. Expertise in strategic planning, project management, and fostering collaborative environments enhances the ability to deliver consistent results in dynamic settings. Strong focus on leadership, problem-solving, and effective communication ensures adaptability and reliability in achieving organizational goals.
Overview
16
16
years of professional experience
5
5
Certifications
4
4
Languages
Work History
Associate Manager
Accenture Solutions Pvt.Ltd
06.2024 - Current
- Initiated process improvements based on thorough analysis of internal operations data resulting in enhanced productivity levels.
- Managed cross-functional projects, ensuring timely completion and alignment with company objectives.
- Led team meetings regularly to discuss progress updates, identify challenges or roadblocks, and provide guidance towards successful project completion.
- Enhanced team productivity by implementing efficient project management strategies.
- Mentored junior team members, contributing to their professional growth and skill development.
- Successfully managed multiple high-priority tasks simultaneously while maintaining strict deadlines ensuring optimal resource allocation.
- Improved client satisfaction by consistently delivering high-quality work on schedule.
- Delivered comprehensive reports on key performance indicators, driving data-driven decision-making among leadership teams.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Associate Director
UBS Business Solutions India Pvt.Ltd
03.2021 - 05.2024
- Kept operations responsive and agile with proactive troubleshooting and problem-solving of routine and complex issues.
- Responsible for the start of the day application health checks for financial advisor applications (500+ in number).
- Investigated industry trends and technological advancements to identify optimal approaches for integration into automation processes.
- Organizing and heading the scrum meetings.
- Supported continuous process and performance improvement for service management across the wealth management function.
- Set up and ran weekly stability meetings between senior leadership and application leads to stabilize all discrepancies for stakeholders.
- Assisted senior leadership in managing all aspects of operations.
- Established strong relationships with key industry partners, creating mutually beneficial opportunities for growth and collaboration.
Authorized Officer
UBS Business Solutions India Pvt.Ltd
06.2018 - 02.2021
- Provided immediate emergency response and incident management.
- Conducted post-resolution reviews with team members.
- Developed a highly effective incident response team and trained extensively in preparation for possible events.
- Handled high-priority incidents with exceptional poise and composure, making quick decisions in an effort to reduce overall impact.
- Led teams of analysts to evaluate, plan, and execute projects.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
Senior Specialist
HCL Technologies, Bangalore (Deputed to UBS)
05.2016 - 06.2018
- Identified areas in need of critical improvement, and implemented strategies to achieve targets.
- Assessed incident priority based on impact to the business, and escalated issues as necessary.
- Interviewed, hired, trained, and mentored 25+ staff by coaching daily, leading performance reviews, and offering constructive feedback.
- Involved in part of change and problem management.
- Identified areas in need of critical improvement, and implemented strategies to achieve targets.
- Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
Senior Systems Engineer
Tata Consultancy Services, Bangalore(Deputed to PWC)
06.2014 - 04.2016
- Engaged in user support interactions via telephone, chat, and email platforms.
- Resolved common user concerns by utilizing preset issue-resolution scripts.
- Entered service tickets into the incident tracking system to facilitate faster problem identification and resolution.
- Performed root cause analysis to provide resolutions for production issues.
- Mentored junior engineers in advanced concepts, fostering professional development within the team.
System Engineer
CGI Information Systems and Management Consultants Pvt Ltd
04.2012 - 04.2014
- Ensuring that all IT teams follow the incident management process for every incident.
- Following the incident management process to meet all the SLAs, and making sure that the incident life cycle is being managed properly.
- Ensuring all KPIs are met, month on month.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Resolved complex technical issues through effective problem-solving techniques and root cause analysis.
Service Support Engineer
Prologic Business Solutions LLC
08.2010 - 02.2012
- Developed team communications and information for meetings.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Stayed abreast of the latest industry trends and advancements, ensuring up-to-date knowledge for optimal service delivery.
- Enhanced customer satisfaction by consistently delivering timely and accurate support services.
Education
Bachelor of Technology - Computer science
SRM Institute of Science And Technology
Chennai, India11-2009
Skills
Project Management
Certification
ITIL V3
Timeline
Associate Manager
Accenture Solutions Pvt.Ltd
06.2024 - Current
Associate Director
UBS Business Solutions India Pvt.Ltd
03.2021 - 05.2024
Authorized Officer
UBS Business Solutions India Pvt.Ltd
06.2018 - 02.2021
Senior Specialist
HCL Technologies, Bangalore (Deputed to UBS)
05.2016 - 06.2018
Senior Systems Engineer
Tata Consultancy Services, Bangalore(Deputed to PWC)
06.2014 - 04.2016
System Engineer
CGI Information Systems and Management Consultants Pvt Ltd
04.2012 - 04.2014
Service Support Engineer
Prologic Business Solutions LLC
08.2010 - 02.2012
Bachelor of Technology - Computer science
SRM Institute of Science And Technology