Summary
Overview
Work History
Education
Skills
Timeline
OperationsManager

Swanson Nakka

Operations Manager
Hyderabad

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

14
14
years of professional experience
5
5
years of post-secondary education

Work History

Process Lead

Skill Mine For ICICI
Hyderbad
01.2024 - Current
  • Evaluated process performance metrics, identifying areas requiring improvement or optimization for increased efficiency through weekly Incident analysis and weekly review calls.
  • Prepare Weekly data by removing third party effected applications and present them to Stack holders and Ownership teams.
  • Collaborated with other departments to address any interdepartmental challenges or discrepancies in timely manner.
  • Managing 30-40 Major Incidents and 50 P3/P4 Incidents on weekly basis along side Critical change activities and DR drills.
  • Maintain 99% Initial Response SLA and 96% Response SLA overall.
  • Conducted root cause analysis, facilitating prompt resolutions to production-related issues or bottlenecks.
  • Cultivated relationships with key stakeholders, communicating project updates regularly for transparency and alignment on goals.
  • Coordinated cross-functional teams to ensure smooth workflow and timely execution of projects.
  • Streamlined processes by identifying inefficiencies and implementing improvements for increased productivity.
  • Supervised processes to eliminate weak points or bottlenecks in business operations.
  • Collected and reviewed engineering data to assess needs and recommend solutions.
  • Managed teams effectively, towards open communication and collaboration for better overall performance.
  • Led successful change management initiatives, minimizing disruptions during transitions while maximizing positive outcomes.
  • Optimized resource allocation, ensuring right personnel's were assigned to appropriate tasks for maximum output.

Project Manager

Engro Technologies (Zee 5 OTT Platform)
Hyderabad
05.2023 - 12.2023
  • Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
  • Established effective communication among team members for enhanced collaboration and successful project completion.
  • Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout.
  • Enhanced overall project success by conducting thorough post-project evaluations and incorporating lessons learned into future efforts.
  • Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in team's ability to deliver results.
  • Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
  • Effectively managed scope creep by establishing clear boundaries on requested changes while keeping projects aligned with original objectives and budgets.
  • Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
  • Mentored junior team members in project management best practices to enhance their skills and contribute to better overall performance.
  • Coordinated cross-functional teams and resolved conflicts. Maintained positive work environment throughout the project lifecycle.
  • Facilitated change management processes within organizations by effectively communicating benefits of new systems or processes being introduced during projects.
  • Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
  • Tracked project and team member performance closely to quickly intervene in mistakes or delays.
  • Recruited and oversaw personnel to achieve performance and quality targets.
  • Maintained open communication by presenting regular updates on project status to customers.
  • Reported regularly to managers on project budget, progress, and technical problems.
  • Monitored project progress, identified risks and took corrective action as needed.
  • Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
  • Increased the Project Lifecycle for 6 months.
  • Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track

Associate Manager

Netenrich Technologies
Hyderabad
01.2015 - 05.2023
  • Collaborated closely with senior management on strategic planning efforts, aligning departmental goals with overarching company objectives.
  • Optimized workflow processes to reduce bottlenecks and increase overall effectiveness.
  • Mentored junior team members, contributing to their professional growth and skill development.
  • Initiated process improvements based on thorough analysis of internal operations data resulting in enhanced productivity levels.
  • Implemented new technologies to streamline workflows and improve overall team performance in achieving targets.
  • Managed cross-functional projects, ensuring timely completion and alignment with company objectives.
  • Leveraged industry best practices to enhance operational efficiency within the organization.
  • Delivered comprehensive reports on key performance indicators, driving data-driven decision-making among leadership teams.
  • Successfully managed multiple high-priority tasks simultaneously while maintaining strict deadlines ensuring optimal resource allocation.
  • Developed and maintained comprehensive budgets for various projects, ensuring financial accountability throughout project lifecycle.
  • Improved client satisfaction by consistently delivering high-quality work on schedule.
  • Facilitated effective communication across departments to ensure seamless project execution.
  • Enhanced team productivity by implementing efficient project management strategies.
  • Championed employee engagement initiatives, boosting morale and promoting a positive workplace culture.
  • Conducted regular performance evaluations of staff members, providing constructive feedback and identifying areas for growth.
  • Led team meetings regularly to discuss progress updates, identify challenges or roadblocks, and provide guidance towards successful project completion.
  • Established strong relationships with key stakeholders, fostering collaboration and mutual support.
  • Proactively identified areas for improvement, implementing solutions that led to significant cost savings.
  • Oversaw training and onboarding process for all newly hired employees within Incident Management Leads and Service Desk.
  • Remedied issues and conflicts among workers using negotiation and active listening.
  • Made hiring recommendations to increase company's productivity and profitability with quality workers.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Increased employee performance and job satisfaction to strengthen retention and engagement.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Established team priorities, maintained schedules and monitored performance.
  • Played a Key role in extending business with the clients.

Service Desk Team Lead

Netenrich Technologies
Hyderabad
01.2015 - 03.2019
  • Established clear expectations for team members through well-defined roles, responsibilities, and measurable goals.
  • Continuously sought opportunities for process improvement by staying current with industry trends, best practices, and emerging technologies.
  • Conducted periodic reviews of team member's performance against set KPIs offering constructive feedback as needed.
  • Spearheaded integration of remote support tool, enabling faster issue resolution for end-users.
  • Increased Service Desk efficiency by implementing streamlined processes and procedures.
  • Monitored service desk metrics regularly to identify trends, address gaps in service delivery, and ensure continuous improvement efforts were made where necessary.
  • Promoted a positive work environment by fostering open communication and encouraging teamwork among staff members.
  • Improved customer satisfaction ratings through consistent and timely resolution of service desk tickets.
  • Maintained a high level of technical knowledge with ongoing professional development and certifications.
  • Collaborated with other IT teams on cross-functional projects, resulting in improved overall system performance.
  • Developed strong relationships with internal stakeholders to provide seamless support across all departments.
  • Enhanced team performance by providing regular coaching, feedback, and training sessions.
  • Successfully transitioned the team towards new service desk software platform, minimizing downtime and ensuring smooth operations.
  • Oversaw scheduling shifts ensuring adequate coverage during peak hours minimizing wait times for customers seeking assistance.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Researched and identified solutions to technical problems.
  • Developed and implemented preventive maintenance procedures.

Service Support Respresntative

Unisys Global Services India
Hyderabad
03.2011 - 11.2012
  • Identified opportunities for upselling additional products or services, resulting in increased revenue generation.
  • Actively participated in continuous improvement initiatives within the support department, contributing valuable insights based on firsthand experience dealing with customers'' needs.
  • Assisted in coordinating team schedules to ensure adequate coverage during peak call times, minimizing wait times for customers.
  • Boosted team performance by providing timely feedback and coaching to fellow support representatives.

Technical Representative

Wipro BPO
Hyderabad
03.2010 - 03.2011
  • Handled escalated customer complaints with professionalism and empathy, working collaboratively with clients to devise mutually satisfactory resolutions.
  • Continuously expanded knowledge of industry trends and emerging technologies to better serve clients' evolving needs.
  • Collaborated with cross-functional teams to develop innovative solutions for customer problems.
  • Enhanced customer satisfaction by providing timely and effective technical support.
  • Conducted product demonstrations and training sessions for customers, promoting product knowledge and adoption.
  • Resolved complex technical issues for clients, resulting in increased product reliability.
  • Researched and adopted new technologies to add value to existing offerings.
  • Troubleshot systems comprised of security alarms and Internet connectivity.
  • Resolved order issues efficiently and enhanced customer satisfaction ratings.
  • Maintained routine communication with clients to assess overall satisfaction, resolve complaints, and promote new offerings.

Education

Bachelor of Arts -

Andhra University
Andhra Open University
06.2020 - 12.2024

Skills

Problem-Solving

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Timeline

Process Lead

Skill Mine For ICICI
01.2024 - Current

Project Manager

Engro Technologies (Zee 5 OTT Platform)
05.2023 - 12.2023

Bachelor of Arts -

Andhra University
06.2020 - 12.2024

Associate Manager

Netenrich Technologies
01.2015 - 05.2023

Service Desk Team Lead

Netenrich Technologies
01.2015 - 03.2019

Service Support Respresntative

Unisys Global Services India
03.2011 - 11.2012

Technical Representative

Wipro BPO
03.2010 - 03.2011

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Swanson NakkaOperations Manager