Vineeth Nambiar

“Product Delivery - Ecommerce” at Sabre, India - Aug 21 (Current)

• Working in Ecommerce Digital Team responsible and accountable for UI/UX Products and Backend API product delivery
• Internal/external stakeholder management (Customer, UI/UX, Dev, Testers, Third Party Providers, Project Management)
• Currently managing Asia and APAC region airlines.
• Currently, working as an acting Delivery Lead for a team of 10.
• Played the role of a Subject matter expert (SME) in providing product training and support to sales teams, resulting in a 30% improvement in product knowledge across the organization.
• Product Health Checks, Technical and Feature Review, Manage Releases, Feature/Functionality Demos based on analyzing analytical data using tools like Amplitude and Kibana.
• Oversaw service delivery operations, ensuring high levels of customer satisfaction and retention.
• Developed and implemented service delivery strategies, resulting in a reduction in service escalations and increase in service efficiency.
• Established and maintained relationships with key clients, addressing their needs and aligning service offerings with their business objectives.
• Implemented KPIs and metrics to measure service delivery performance, leading to actionable insights for continuous improvement initiatives.

Product Management

• Part of a cross-functional teams in the development and launch of Direct Connect Platform achieving a 20% increase in customer satisfaction.
• Collaborated with engineering, marketing, and sales teams to define product roadmaps aligned with business objectives and customer needs. Worked with various product owners to scale the technology by moving away from primitive tech.
• Conducted market research and competitor analysis to identify emerging trends and opportunities, resulting in a major expansion in market share.
• Managed the entire product lifecycle from concept through launch and post-launch evaluation, ensuring adherence to timelines and budgets.

• Started off as an Associate product specialist were worked collaboratively with account managers, and development resources to meet customer expectations regarding the resolution of maintenance issues / service requests.
• Trained fellow colleagues with new Tools, Transition Projects and Process when required. POC for handling the Prioritization calls.
• Handling critical customers like Aeroflot, Vietnam Airlines, Gulf Air, Belavia airlines, both on Web site and Mobile platforms as the Maintenance Owner.
• Managed new applications like Commercial Analytics which helps airline to have a competitive edge for the airline’s commercial planning Strategy and Proration engine used for Revenue splitting between airlines. Created Documentations for these products.

• Monitoring Unix and Windows Servers
• Managing Close to 8 accounts like Motorola, National Bank of Canada, Celero, Coke Cola, EnCana
• Being a part of the change process on the servers, scheduling batch process, backup of data and rebooting of servers
• Have Knowledge on Batch Monitoring and working with Control M and Job scheduling Console
• Have Been an account focal for transition accounts.
• Expertise in pulling the alert log reports from the monitoring tools and preparing weekly reports for internal assessment and improving the process.

• Dedicated on call hardware and software support for windows- based desktops and laptops
• Help the customers with updates, anti-virus security, Internet connectivity, security system, basic Operating system configuration and Installation based on customer requirements.
• Handled escalations and ensuring solution to the customers within the agreed Average handling time (AHT).