Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic
Suresh Ravula

Suresh Ravula

Hyderabad

Summary

Experienced Program Manager with background in leading diverse teams to accomplish project objectives. Strengths include strategic planning, process improvement, and stakeholder management. Known for leveraging technical skills to improve organizational efficiency and drive project success. Previous work contribution includes streamlining processes for improved productivity and implementing innovative program strategies that increased overall performance.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Program Manager

Infosys Ltd
Hyderabad
02.2022 - Current
  • Leading cross-functional teams to deliver enterprise-level IT solutions.
  • Managing project timelines, budgets, and stakeholder communications.
  • Driving digital transformation initiatives and ensuring alignment with business goals.
  • Conducted regular meetings with team members to review progress and address any issues or concerns arising from the program execution process.
  • Provided guidance and support to team members in order to achieve targets within defined deadlines.
  • Prioritized tasks and managed teams throughout multiple projects.
  • Identified areas of improvement in existing processes, procedures and systems related to the program delivery cycle.
  • Reviewed customer feedbacks on a regular basis in order to identify potential areas of improvement in service delivery.
  • Implemented best practices in order to maximize efficiency of operations.
  • Recruited and trained new employees to meet job requirements.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.

Operations Manager

Mindtree Pvt. Ltd
Gachibowli
07.2018 - 02.2022
  • Partner with global peers to ensure consistency and follow-through for global processes and coordination of resources.
  • Manage all aspects of customer support delivery, including daily operations, scheduling, and meetings and addressing customer feedback.
  • Foster a strong partnership between the support teams and its stakeholders in other parts of the business.
  • Ensure that performance metrics are achieved and Building and maintaining an effective Team environment within the Network Intelligence group.
  • Review and update training materials as needed.
  • Educate operations team on best practices, company policies and service excellence standards.
  • Conduct employee assessment discussions, provide coaching, share feedback regularly and collaborate with employees on career development.
  • Build and maintain effective relationships with internal customers (i.e. Team Liaison, US Team Leads/Supervisors, Managers and Directors etc.).
  • Partner with leadership to promote department revenue and business objectives.
  • Identify root causes of errors and opportunities for defect reduction.
  • Analyze and develop overall improvement plans (department and individual).
  • Administrative responsibilities as assigned.

Assistant Manager - Operations

Genpact India Pvt. Ltd
Gachibowli
01.2017 - 07.2018
  • Assist Operations Manager in supervising daily operations of Organization.
  • Address operational issues and concerns in a timely fashion.
  • Supervise operations team to ensure operational excellence and provides excellent customer service.
  • Educate operations team on best practices, company policies and service excellence standards.
  • Develop and maintain operational guidelines for staffs.
  • Oversee operational cost, risk and audit activities.
  • Assist in interviewing, recruiting, training, performance evaluation, promotion and termination activities.
  • Determine staffing requirements, work assignment and schedules for new projects.
  • Evaluate current operational strategies and recommend improvements.
  • Generate operational reports for management as needed.

Team Lead - Operations

Genpact India Pvt. Ltd
Gachibowli
11.2013 - 12.2016
  • Transitioned and started up a new facility for L2 group on time, with no disruption to services. Successfully established new team, executed consolidations, migrations and built 24/7 L2 desk facilities for the end user base of more than 1,15,000 users spread across different Business Units and different sites across the World.
  • Lead a Global Team of 125 members providing level 2 technical/application support to end users across 5 delivery locations.
  • Responsible for improving the Level 2 support Globally and driving key SLA's and Operational metrics.
  • Played a significant role in long-term planning, including an initiative Customer effort score geared toward operational excellence.
  • Responsible in driving Continuous Process Improvements within the process to improve the Customer satisfaction rates and retaining the existing customer base.
  • Familiarize the team with the customer needs, specifications, design targets, the development process, design standards, techniques and tools to support task performance.
  • Facilitate problem solving and collaboration.
  • Strive for team consensus and win-win agreements.
  • Assure that the team members have the necessary education and training to effectively participate on the team.
  • Encourage creativity, risk-taking, and constant improvement.
  • Recognize and celebrate team and team member accomplishments and exceptional performance.
  • Coach and help develop team members; help resolve dysfunctional behavior.
  • Provide the team with a vision of the project objectives; Motivate and inspire team members.
  • Ensure deliverables are prepared to satisfy the project requirements, cost and schedule.
  • Work with functional managers and the team sponsor to obtain necessary resources to support the team's requirements.
  • Coordinates meetings with client, project manager and functional management to discuss project impediments, needed resources or issues/delays in completing the task.

Process Developer - SME

Genpact India Pvt. Ltd
Gachibowli
03.2012 - 10.2013
  • Responsible for taking control of and resolving Complex Technical and Escalated customer issues.
  • Documents and Simulates complex customer issues to find solutions and fixes to customer inquiries and problems & may dispatch additional service as necessary.
  • Provide Technical support with Issue resolution via Phone/Chat/Email electronic medium.
  • Able to work independently and efficiently to meet deadlines.
  • Develop project proposals, identify gaps and work with external organizations on collaborative opportunities.
  • Facilitating Trainings for L1/L2 globally and working closely with Client on all Priority Incidents/Service Requests for immediate Support.

Process Developer

Genpact India Pvt. Ltd
Gachibowli
10.2010 - 02.2012
  • Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
  • Gather customer's information and determine the issue by evaluating and analyzing the symptoms.
  • Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more.
  • Research required information using available resources.
  • Follow standard processes and procedures.
  • Identify and escalate priority issues per Client specifications.
  • Redirect problems to appropriate resource.
  • Accurately process and record call transactions using a computer and designated tracking.

Transaction Process Officer

Mphasis Limited
Pune
11.2009 - 10.2010
  • Handling Inbound Calls for Tech Support Business and providing resolutions.
  • Provided SME support by real time floor walk and providing technical resolutions for desktop software support.
  • Handled Supervisor Escalations for the issues not resolved at Level 1.
  • Meeting regular sales targets and coordinating sales projects.

Technical Support Executive

Brigade Corporation Pvt. Ltd
Hyderabad
03.2008 - 04.2009
  • Working with customers/employees to identify computer problems and advising on the solution.
  • Updating self-help documents so customers/employees can try to fix problems themselves.
  • Working with field engineers to visit customers/employees if the problem is more serious.
  • Providing pre-sales technical assistance and product education.
  • Persuading clients that a product or service best satisfies their needs in terms of quality, price and delivery.
  • Ensuring all the metrics and SLA's are achieved consistently.

Education

Bachelor of Science - Computer Science

Vidyapeeth Degree College
Hyderabad, TS
04-2008

Board of Intermediate -

St. Alphonso's Junior College
Hyderabad, TS
03-2002

SSC -

Tagore's Home High School
Hyderabad, TS
03-1998

Skills

  • Customer service management
  • Project management
  • Risk assessment
  • Cross-functional team leadership
  • Recruitment and hiring
  • Strategic planning

Certification

  • Prince2 Agile® Foundation and Practitioner
  • ITIL V3 knowledge
  • AZ-900, MS-100, SC-300

Languages

  • English (Read, Write, & Speak)
  • Hindi (Read & Speak)
  • Telugu (Speak, Write and Read)

Timeline

Program Manager

Infosys Ltd
02.2022 - Current

Operations Manager

Mindtree Pvt. Ltd
07.2018 - 02.2022

Assistant Manager - Operations

Genpact India Pvt. Ltd
01.2017 - 07.2018

Team Lead - Operations

Genpact India Pvt. Ltd
11.2013 - 12.2016

Process Developer - SME

Genpact India Pvt. Ltd
03.2012 - 10.2013

Process Developer

Genpact India Pvt. Ltd
10.2010 - 02.2012

Transaction Process Officer

Mphasis Limited
11.2009 - 10.2010

Technical Support Executive

Brigade Corporation Pvt. Ltd
03.2008 - 04.2009

Bachelor of Science - Computer Science

Vidyapeeth Degree College

Board of Intermediate -

St. Alphonso's Junior College

SSC -

Tagore's Home High School

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Suresh Ravula