Sureshkumar Natarajan
Mogappair East,Chennai
Overview
20
20
years of professional experience
Work History
Service Manager
KONE ELEVATORS INDIA PVT LTD
Chennai
09.2021 - Current
- Accountable and responsible to establish and /or run service operations with required information security and other compliance requirements as per processes in use
- Accountable and Responsible for key Operations processes, as defined in ITSM processes as implemented in KONE
- Accountable & responsible for creating and maintaining service descriptions, documentation, knowledge articles, user instructions, and conduct end-user communication and training
- Where applicable, responsible for actively collaborating with Service providers and technology vendors to ensure product operations run smoothly in an uninterrupted manner and meet the agreed targets
- Responsible for seamless integration of multiple service providers to deliver harmonized user experience, where applicable, working closely with Service Integration and Management experts
- Responsible for ensuring business continuity preparedness for the products in scope including building and maintaining recovery capabilities
- Responsible for facilitating relevant governance bodies for purpose of communications, feedback collection and identifying improvement actions relating to product operations
- Responsible for engagement with key users and user network and keep them informed of the changes and improvements
- Seek their feedback regularly to identify improvements to the operational performance
- Performance measures include customer satisfaction, service levels, product KPIs, quality, compliance, continual service improvement, DevOps capability, and innovation
Lead Services
Cognizant Technology Solutions
09.2007 - 09.2021
- Work as a project manager and project leader to handle the end to end delivery of Network and Telecom infrastructure projects like Network Switch refresh, ODC Firewall Upgrade, RAVPN service Streamline, Global Subnet consolidation, Contact centre platform upgrade and new infra/application implementation
- On-board new projects in PMO portal and track the project and ensure zero escalations and project health status as green
- Timely update to PMO and IT Senior Management team for the ongoing projects
- Update PMO and Management team with any violation or extension of the timeline
- Taking care of end to end requirements from clients and on board them to Cognizant Infrastructure
- Major Projects Handled include Hardware Refresh of Cisco EOS/EOL for access Switches, Upgrade Cisco ASA to FTD, RAVPN Service Streamline, IP Subnet Consolidation, Avaya platform upgrade, Avaya Dialer implementation, Nuance Speech implementation, and Avaya Omni channel Platform
Specialist- Client Infrastructure Telecom Support
HP Enterprise
04.2015 - 05.2016
- Responsible for the management of remote hosted Telecommunications operations, including the planning, installation and maintenance of PBX across 50+ countries
- Responsible for conferring and advising subordinates on procedures, technical problems, priorities and methods
- Strong Customer Service skills and flexibility to work in an environment of shifting priorities
- Ability to prioritize workload and handle multiple projects and work styles simultaneously
- Configuring and Troubleshooting call flow as per business requirement
Implementation and Support Engineer
AVAYA GLOBAL CONNECT LTD.
Chennai
05.2005 - 07.2007
- Managed and administered the day-to-day tasks regarding Avaya, Nortel, Cisco PBX, Passports, etc
- And ensuring availability of telecom services for the different organizations
- Monitoring and troubleshooting the AVAYA-EPABX Call center systems, S8700 &S8300 Servers
- Maintenance, Report Analysis and Troubleshooting in CMS
- Handling users’ problem and solution providing for fifteen sites including five major call centers across the country
Timeline
Service Manager
KONE ELEVATORS INDIA PVT LTD
09.2021 - Current
Specialist- Client Infrastructure Telecom Support
HP Enterprise
04.2015 - 05.2016
Lead Services
Cognizant Technology Solutions
09.2007 - 09.2021
Implementation and Support Engineer
AVAYA GLOBAL CONNECT LTD.
05.2005 - 07.2007
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