SURAJ P MORE
Pune
Summary
Dynamic Senior Software Development Analyst with proven expertise at NTT Data Bangalore in project management and team leadership. Skilled in SLA management and incident resolution, I excel in fostering client relationships and driving service delivery excellence. Adept at mentoring teams, I ensure high-quality outcomes while maintaining proactive communication with stakeholders.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Software Development Analyst/Team Lead
NTT Data Bangalore
05.2021 - Current
- Leadership & Mentorship: Motivate team members, foster a positive work environment, and provide training or coaching to improve skill sets.
- Performance Management: Set clear team goals, monitor progress, and provide regular feedback or performance reviews.
- Workflow Organization: Delegate tasks, create schedules, and manage day-to-day operations to ensure deadlines are met.
- Communication: Act as the liaison between the team and upper management, reporting on progress and, if necessary, advocating for team needs.
- Problem-Solving: Resolve conflicts, address employee issues, and troubleshoot operational challenges.
- Led escalation calls, coordinating team efforts from offshore to address critical issues.
- Maintained proactive communication with clients regarding status, concerns, and issues to inform appropriate management.
- Monitored team members' tasks, ensured SLA compliance, and provided knowledge transfer to new joiners.
- Managing the day-to-day activities of the team.
- Compiled monthly reports and presented findings to upper management.
- Dealing with different tier teams, driving weekly calls with onshore and development teams on the ongoing issues.
- Addressed downtime issues and high-priority P1 and P2 calls, delivering root cause analysis to the concerned team.
Incident Management and Application Support
IBM India Pvt Ltd.
Pune
05.2021 - 04.2021
- Working for University Hospitals of Leicester UK, providing all application support and IT support to end users.
- Supporting SLA based Incidents, Problems, Requests, change requests, managing user accounts, active directory record and all other admin part.
- Ensure the incident is being tracked until it is resolved.
- Adhered to all processes and handled incidents according to SLAs.
- Liaison with team managers of all Technical Experts (or support teams) to ensure swift resolution of incidents within SLA targets.
- Escalating of Major Incidents to Major Incident Manager to ensure timely resolution and communication.
- Diagnosed and resolved technical problems through case troubleshooting and remote access to user systems at 1st level.
- Maintained proactive communication with clients regarding status, concerns, and issues, facilitating timely updates to management.
- Handling downtime and high priority P1 P2 calls and providing RCA to concern team.
- Monitoring aged calls and backlog and getting it cleared from team.
- Monitored team members' tasks to ensure completion within SLA. Provided knowledge transfer to new joiners.
- Handled escalations and coordinated scrum meetings with the team, documenting minutes of meeting for follow-up.
- Dealing with different tier teams, driving weekly calls with onshore and development teams on the ongoing issues.
- Raising change request whenever it's necessary to make changes in process or application/server/hardware.
- Managing team lead activities and delivering those within agreed time frame.
Associate Consultant - (Application/Tech Support)
Icertis
Pune
06.2014 - 08.2015
- Working with Microsoft in Contract management system and providing worldwide application support to MS client.
- Troubleshot various applications to resolve client issues effectively.
- Working on Outlook and ticketing tool ITSM with several MS Application.
- Assisted clients in understanding and navigating MS contract management policies and application-related issues.
- Coordinated with multiple tier teams to efficiently assign and manage support tickets.
- Generated tickets, used screen sharing for assistance, and delivered timely resolutions.
- Managing SharePoint entries and application flow.
Incident Management and Application Support
Wipro Infotech
Pune
03.2013 - 04.2014
- Delivered tech support for Wipro BPO, ensuring timely resolution of client issues.
- Utilized remote control and chat tools to effectively resolve client issues.
- Providing resolutions on issues within defined SLA’s.
- Troubleshooting on issues in order to resolve.
- Coordinated with multiple domains to track and follow up on issue resolution.
- Working on outlook and ticketing tool.
- Documenting Knowledge based according to steps.
- Accessed company portal for resources
Education
Master - Economics
University of Pune, Abasaheb Garware College
05-2014
Bachelor - Computer Application
University of Pune, MMCC College
05-2012
High School Certificate - science
S.C.S. College Omerga
04-2009
Secondary School Certificate -
S.C. S School Talmod
06-2007
Skills
- Project Management
- Agile Project Methodology
- Kanban
- Software Development Tools
- ITSM (IT Services Management tool)
- ITIL
- Incident management
- Escalation management
- SLA Management
- Service Delivery Management
- Client Relationship Management
- Team leadership
Disclaimer
I here declare that the information furnished above is true to the best of my knowledge.
Personal Information
- Date of Birth: 04/04/92
- Nationality: Indian
Other Skills And Certificates
DST (Diploma in Software Technology) from MCED with 80%, CCC (Courses on Computer Concept) from Govt of India with 64%, Microsoft 8.1 applications (Word, Excel, Office, PowerPoint, Outlook, Access), Active Directory, Landesk, ITSM (IT Services Management tool), ITIL (Foundation course), Marathi (Native Tongue), English, Hindi
Languages
English
Advanced (C1)
C1
Certification
- ITIL
- Agile
- Kanban
- Gen AI
Accomplishments
- Star Performer of the Year 2023
- Employee of the Year 2024
Timeline
Senior Software Development Analyst/Team Lead
NTT Data Bangalore
05.2021 - Current
Incident Management and Application Support
IBM India Pvt Ltd.
05.2021 - 04.2021
Associate Consultant - (Application/Tech Support)
Icertis
06.2014 - 08.2015
Incident Management and Application Support
Wipro Infotech
03.2013 - 04.2014
Master - Economics
University of Pune, Abasaheb Garware College
Bachelor - Computer Application
University of Pune, MMCC College
High School Certificate - science
S.C.S. College Omerga
Secondary School Certificate -
S.C. S School Talmod