Vivek G
Chennai
Summary
Operations leader with a proven track record in managing cross-functional teams and enhancing efficiency through automation strategies. Skilled in ITIL framework and PMP project management, resulting in measurable improvements in service delivery and customer satisfaction. Demonstrated ability to implement innovative solutions that streamline processes and optimize performance.
Overview
13
13
years of professional experience
3
3
Certification
Work History
Operations Manager, Automations Lead
Tata Consultancy Services
Chennai
06.2021 - Current
- Coordinated cross-functional teams to streamline workflows and enhance communication.
- Managed daily operations to ensure efficiency and effectiveness across departments.
- Ensured that all staff are aware of their responsibilities when it comes to managing services according to ITIL principles.
- Provided guidance and support for staff who have questions about specific aspects of the ITIL framework.
- Implemented ITIL best practices to streamline processes and improve service delivery efficiency.
- Developed training programs to enhance staff skills and operational knowledge.
- Monitored compliance with safety regulations and company policies during operations.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
- Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
- Oversaw financial management, budget management, accounting and payroll activities.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Led automation projects to enhance operational efficiency and streamline workflows.
- Collaborated with cross-functional teams to define automation requirements and solutions.
- Analyzed existing processes to identify opportunities for automation improvements.
- Designed and implemented monitoring systems for automated processes.
- Collaborated with stakeholders to understand requirements and develop appropriate solutions.
- Analyzed data from different sources to identify patterns or trends that can be used for automating certain tasks.
- Coordinated with other departments to ensure successful implementation of new automation systems.
- Reviewed test plans and results prior to implementation of automated processes.
- Provided technical advice on implementing changes related to IT Service Management based on ITIL best practices.
- Implemented risk management strategies to mitigate potential issues.
- Monitored progress of each project to ensure timely delivery of deliverables in accordance with established quality standards.
- Collaborated closely with senior management on long-term strategic planning initiatives related to projects in development or execution stages.
Transition Manager, EUS & Service Desk Lead
HTC Global Services
Chennai
01.2013 - 06.2021
- Accomplished acquisition of infrastructure project via trip to US in 2019
- Analyzed existing processes, identified areas of improvement, and proposed solutions to improve operational efficiency during the transition phase.
- Managed relationships between vendors and other third-party service providers throughout the entire transition period.
- Monitored progress of transition activities, identified risks, and escalated issues as needed.
- Provided regular updates on transition progress to management and communicated potential delays or issues in a timely manner.
- Procured software, hardware and infrastructure required to meet program demands.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Assisted with customer requests and answered questions to improve satisfaction.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Coordinated with internal teams for the successful execution of the transition plan.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Conducted meetings with stakeholders to define project requirements, scope, timeline and budget.
- Coordinated ITIL processes to ensure service management alignment with organizational goals.
- Managed incident and problem management processes to enhance service delivery efficiency.
- Facilitated training sessions for staff on ITIL best practices and methodologies.
Education
MBA - Systems Management
Madurai Kamaraj University
Madurai01-2016
Skills
- Operations management
- Automation implementation
- Data analysis
- Process improvement
- ITIL framework
- Problem management
- Change management
- Service delivery
- Project management
- Process automation
- Vendor management
- Teamwork and collaboration
- MS office
- Organization and time management
- Project planning
- Risk assessment
- Transition management
- ITIL implementation
Certification
- PMP
- ITIL v4 Foundation
- ITIL v4 Intermediate
Languages
English
First Language
Hindi
Proficient (C2)
C2
Tamil
Proficient (C2)
C2
Accomplishments
- Silver certified mentor
- TCS Cares
Affiliations
- Coordinated during client visits with all the arrangements
- Organized events within the project
- Conducted multiple cultural activities for all the associates in the project
Timeline
Operations Manager, Automations Lead
Tata Consultancy Services
06.2021 - Current
Transition Manager, EUS & Service Desk Lead
HTC Global Services
01.2013 - 06.2021
MBA - Systems Management
Madurai Kamaraj University