Vamsee Putta
BENGALURU
Summary
Reliable Manager demonstrating a high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed client/company expectations. Offering a knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and simultaneously develop teams. History of achieving targets consistently with the help of the team. Have been awarded best manager (2019-20) for the smooth transition of new LOB and creating BCP plans during the pandemic. Received NTT data quarterly peoples leader award for driving the team to perform to the maximum potential during the WFH period and for proactively conducting team-building activities to occupy and engage the team members.
Overview
14
14
years of professional experience
Work History
IT SD Manager
NTT Data
Bengaluru
02.2021 - 10.2022
- Leading a team of 43 L1/L2 engineers who are responsible for supporting a major telecom client
- Monitoring the ticketing volumes of assigned resolver groups to make sure incidents are resolved within the agreed timelines
- Participating in daily catch-up calls with clients along with SMEs and Team Leads
- Having regular connects with Team leads and teams to make sure everyone is aware of the process and company updates that's been rolled out
- Preparing & presenting weekly and monthly performance review dashboards to the clients and onshore leads
- Participating in monthly vulnerability calls to ascertain and discuss any threats to the IT infrastructure of the client
- Analyzing ticketing data to identify the frequent issue types and working with other teams to automate the process
- Responsible for monthly patching compliance
- Having regular connects with internal and external project managers to discuss the progress on undergoing/upcoming projects
- Allocating resources for projects based on the skill sets required
- Making sure the KPIs and SLAs are met consistently with great customer satisfaction
- Resource planning and leave management
- Sccm/Appv packaging and deployment of applications for entire client estate including Citrix environment
- Performing monthly AD activity to make sure all assets are connected to the network and receiving regular patch updates & deleting unused assets from the network
- Running reports from antivirus applications and analyzing the spam and suspicious activities detected
- Regular connects with other resolver groups leader to find ways to assist the users in more time-efficient ways
- Having connects with different internal support teams like HR, Transport, and internal IT teams to run the day-to-day operations smoothly
- projects are delivered within the timelines
- Responsible for recruiting and training new engineers
- Reviewing & making changes to the Process documents
- Participating in internal and external ISO 27001/SOC audits
- Creating BCP documents, asset trackers & incident trackers
- Collecting feedback from clients and resolving any issues or gaps identified
- Handling performance reviews of the employees
- Identifying and address the development and training needs of the team
CS Manager
Accenture/Ab
Bengaluru
04.2016 - 10.2020
- Responsible for day-to-day activities of 4 different LOBs(Service desk L1, Retail, Customer and Vendor Support)
- Plan, assign, and monitor work tasks along with team leads and AMs for optimum team performance
- Responsible for achieving SLA & KPI targets set by the client
- Making sure the calls, tickets, chats & emails are handled within the agreed timelines with top notch customer satisfaction and quality
- Performing CSAT & NPS analysis
- Performing random quality checks to ensure the correct process is followed
- Setting up and baselining SLA/KPI targets for new LOB
- Conducting weekly & monthly 1-1’s to asses and give inputs to team supervisors /quality leads
- Perform monthly, quarterly & annual performance evaluations for TLs/AMs
- Identify and address the development and training needs of the team
- Preparing daily, weekly & monthly SLA reports being shared with higher management
- Lean Six Sigma
Process Lead
FirstSource Solutions Ltd
Bengaluru
03.2015 - 03.2016
- Taking care of escalations and issues identified by the client
- Setting performance goals for associates
- Implementing initiatives and managing quality & productivity to improve customer service
- Making sure all critical process documents & policies are in place
- Supervising day-to-day operations & coach underperformers
- Conducting weekly Quality & productivity reviews with all stakeholders and close actions as per the timelines
Team Operations Specialist
Consero Global
Bengaluru
11.2012 - 03.2015
- Motivating the team to achieve targets in given time-lines
- Handling escalations from clients and internal teams
- Working with quality and training team to provide best customer experience for clients/end-users
- Mentoring and training junior and new staff
- Supporting clients during high volume of calls
Process Associate
Tyco Electronics
Bengaluru
01.2011 - 11.2012
- Creating Quote requests based on the customer needs
- Informing the customer about the shipping and billing information of there orders Directing specified departments to prepare and ship orders to designated locations Updating the freight information
- Running RBR (Rescheduled Business Report) to meet customer requested ship dates Making sure the customer receives the products with in the requested time
Process Associate
Infosys BPO
Bengaluru
03.2009 - 12.2010
- Verification the scanned copy of purchase order sent by customer via fax or online
- Entering the order in Oracle 11i ERP tool for generating Sales order number
Education
B.Tech - Computers
05.2008
- ITIL Foundation 4
- Six Sigma
Skills
- ITIL
- Six Sigma Methodologies
- Service Desk Management
- Analyzing and Reporting Skills
- Complex Problem Solving
- Remedy & HPSC
- SCCM Packaging and Deployment
- Client Management Skills
- Performance Tracking and Evaluation
- Goal Setting
- Analytical Thinking Skills
- Client Experience
- CSAT Analysis
- Proficient in power point and handling presentations to a larger audience
- ISO Audits
- Client Retention
Languages
Languages
English
First Language
English
Proficient
C2
Hindi
Proficient
C2
Telugu
Proficient
C2
kannada
Advanced
C1
Accomplishments
- During my tenure with Accenture, I have helped transition 3 different LOBS from the USA to the Bangalore capability center.
- Have been part of the complete lifecycle of process transition, starting from recruiting people, training, and going live.
- Have been promoted as a CS manager from Lead within a year for my efforts in setting up the process and achieving the set targets with great consistency
- During my tenure as a manager with NTT data, I have received the highest client recognition from Telefonica/O2 for developing a virtual tech bar for employees working from home during the pandemic
Timeline
IT SD Manager - NTT Data
02.2021 - 10.2022
CS Manager - Accenture/Ab
04.2016 - 10.2020
Process Lead - FirstSource Solutions Ltd
03.2015 - 03.2016
Team Operations Specialist - Consero Global
11.2012 - 03.2015
Process Associate - Tyco Electronics
01.2011 - 11.2012
Process Associate - Infosys BPO
03.2009 - 12.2010
JNTU University - B.Tech, Computers
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