Summary
Overview
Work History
Education
Skills
Certification
It Skill Set
Key Highlights
Timeline
Generic

Swaroop Kumar D C

RPA PRODUCT SUPPORT & OPERATION MANAGEMENT
Bangalore

Summary

Product Support, Operation Management professional & RPA solution management with over 18 years of technology experience. Possess extensive background in Product Support, RPA development/support, Root cause analysis, Customer Success and 24/7 model operation. Well versed with building Support Teams & RPA Processes management from the scratch to help building and Managing Operation challenges.

Overview

21
21
years of professional experience
4
4
years of post-secondary education
4
4
Certifications

Work History

Global Support Manager

Pegasystems
Bangalore
07.2019 - Current
  • Managing a team of over 20 individual (L1 and L2) contributor for both CMD and Pega RPA support teams.
  • Managed project team to develop and automate few internal RPA and RDA recurring tasks to avoid manual works.
  • Monitored the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
  • Partner with cross functional leaders to develop and execute on strategic plans.
  • Build high performing teams, who also knows how to work under pressure.
  • Mentored teams in learning new technologies which helps in supporting RPA applications.
  • Identify future talent needs, develop a talent vision, and align on the prioritized activities required to realize the vision.
  • Govern the performance of team members to ensure efficiency in operations and meeting of individual & group targets.
  • Proven track record of driving productivity through coaching and measuring KPIs/SLAs.
  • Closely working with development team and proactively sharing client issues to improve Robotics product quality.
  • Proven track record to develop goals in-line with departmental OKRs and monitor team member s performance through both qualitative and quantitative (KPIs, SLAs) measurements.
  • Adding value to your team through coaching and feedback.
  • Handling critical clients during escalations.
  • Managing daily standup and inter and intra team coordination.
  • Leading quarterly retrospective meeting.
  • Setting goals for team and team members on quarterly and yearly basis.
  • Creating KPI dashboard to monitor tam load and goals.
  • Managing appraisal life cycle and providing timely feedbacks to team members.
  • Performance Appraisal.
  • Interviewing and onboarding.

Global Support Team Lead

Pegasystems
Bangalore
01.2015 - 01.2019
  • Lead Cloud DBA team which supports PRPC applications.
  • Prepared and maintained the Operations short term and long-term roadmap. Championed the team with Process and Technical help to yield better results.
  • Various Planning & Processes to smoothen DBA Operations.
  • SLA adherence for Cloud DBA Clients.
  • Strategies for handling Critical customer issues and yielding success.
  • Attending escalation calls and helping support engineers in handling critical clients.
  • Developed and implemented 24X Processes.
  • Define and improved process, procedures and customer messaging to improve SLA response to 90%.
  • Severity-1 Processes and better execution strategies.
  • Team Learning & Development through continuous learning.
  • Responsible for leading & Managing a team of engineers in Product Support organization.
  • Delivery of Superior-level Support to Customers & functioning as point-of-contact for Production issues & Service Requests to ensure appropriate response and focus of Support teams.
  • Regularly participating in Strategic planning discussions to provide insightful ideas on Product & Process improvements and Customer service delivery.
  • On-call support.

Technical Lead

Pegasystems
Bangalore
07.2012 - 06.2015
  • Manage, build & Enable PRPC Product support and CMD support teams.
  • Prepared and maintained the Operations short term and long-term roadmap. Championed the team with Process and Technical help to yield better results.
  • SLA adherence for Clients.
  • Strategies for handling Critical customer issues and yielding success.
  • Collaborate with engineering teams for sharing Clients feedback and proposing new features.
  • Managed Support Resolution Testing to identify the bugs in product before GA.
  • Develop & mentor team for high throughput in CMD support / Sustaining and PRPC support.
  • Proactive monitoring for reducing severity-1 to 40% and faster Root cause analysis.
  • Performance Appraisal.

Technical Lead

Ness Technologies
Bangalore
03.2010 - 06.2012
  • Managed entire Chordiant Marketing Support team and on-call/shift engineers.
  • Proposed different processes and technical analysis for analyzing logs and issues, thus enabling resources to proactively handle customer tickets.
  • Root cause analysis for high priority and Severity-1 cases.
  • Managed Support Resolution Testing to identify the bugs in product before GA.
  • Managed appraisal process.

Sr Software Engineer

Ness Technologies
Bangalore
10.2006 - 03.2010
  • CMD is Customer Relationship Management (CRM) software, developed by Chordiant Software Solutions. CMD assists by providing marketers with sophisticated applications for intelligent marketing decision, operational campaign management and inbound offer recommendation.
  • Actively involved in:
  • Monitoring, configuring & fine tuning the CMD application, database queries & middleware settings such that the optimal performance and maximum throughput for all front-end and back-end activities.
  • Participating in the development and maintenance of CMD application documentation including system support documents for system enhancements.
  • Mentoring junior team members and guiding then throughout customer case life cycle.
  • On-Call support to provide handle Sev1's during weekends.

Design Engineer

ElectroMech
Bangalore
01.2004 - 09.2006
  • Designing different parts of winding machines using Solid Works.

Education

Bachelor of Engineering - Mechanical Engineering

Vishweshwaraiah Technological University
Karnataka
06.1999 - 01.2003

Skills

  • Product Support Management

  • Operation Management

  • People management

  • 24x7 Operation

  • Performance Appraisal

  • Customer Success

  • KPIs design & Management

  • Continual Improvement Plans

  • Issues triaging

Certification

Pega CSSA (Certified Pega Senior System Architect- v24), 05/25

It Skill Set

  • Pega RPA/RDA, DBA skills (Oracle)
  • Pega Robot Manager
  • Basics of Pega Platform
  • Chordiant Marketing Director (CRM tool)
  • Linux, UNIX and Windows Family

Key Highlights

  • Result-oriented professional with over 18 years of experience across Customer Service Operations, Service Delivery and Global Technical Support
  • Proven ability of leading a Product Support (RPA and Chordiant Marketing Director) through a groundbreaking change
  • Managing RPA & RDA solutions team
  • Strong communication and negotiation skills combined with an ability to interact effectively with senior leaders, Clients and various stakeholders
  • Collaborative approach to solving business problems
  • Self-motivated individual who can combine exceptional problem-resolution and critical thinking skills to build and apply process
  • Proven ability to adjust quickly to shifting priorities, multiple demands, ambiguity, and rapid change
  • Results driven, able to lead and influence and have good work prioritization skills
  • Experience in people leadership including coaching, mentoring and conflict management
  • Practical experience in doing both written and verbal communication effectively to multiple levels within the organization
  • Ability to translate strategic opportunities and emerging technology solutions into tangible and practical plans that can be executed
  • Experience with Infrastructure and Application monitoring processes and industry standards

Timeline

Global Support Manager

Pegasystems
07.2019 - Current

Global Support Team Lead

Pegasystems
01.2015 - 01.2019

Technical Lead

Pegasystems
07.2012 - 06.2015

Technical Lead

Ness Technologies
03.2010 - 06.2012

Sr Software Engineer

Ness Technologies
10.2006 - 03.2010

Design Engineer

ElectroMech
01.2004 - 09.2006

Bachelor of Engineering - Mechanical Engineering

Vishweshwaraiah Technological University
06.1999 - 01.2003

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Swaroop Kumar D CRPA PRODUCT SUPPORT & OPERATION MANAGEMENT