Playing football games
Yellapu Bose Sai Santhosh
Operations Lead
Summary
Versatile tech leader excelling in turnarounds, efficiency, and client satisfaction. Proven in team management,automation and exceptional results. Ready to bring strategic vision to your dynamic environment.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Application Support Team Lead
Accenture
Hyderabad
01.2022 - Current
- Successfully managed a team of 10 members supporting ASSAI and Digital Twin applications, ensuring high levels of client satisfaction
- Received ACE award for successfully managing a critical turnaround, ensuring zero client reported issues and multiple internal awards for managing a team without any escalation from business
- Led service review meetings, presenting KPI's, and facilitating client calls to provide support overviews and gather user feedback and share feedback on improving the quality of service provided
- Driving continuous improvement initiatives and implementing automation's to reduce manual efforts across and within our internal teams
- Setting up high standards in delivery by ensuring every team member follows a one-team principle in dealing any of client issues
- Performed software application and disaster recovery testing to guarantee business readiness following fail-overs.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Accommodated delivery challenges specific to SaaS delivery environment
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Managing and maintaining client relationships, ensuring high levels of customer satisfaction
- Collaborated with cross-functional teams to identify and resolve operational issues, resulting in improved operational efficiency
Custom Application Developer
Accenture
Hyderabad
08.2020 - 12.2021
- Developed tools and applications based on SMTP for bulk email sending, utilizing the .NET Core framework for streamlined client account creation
- Implemented over 25 automations, reducing manual effort and laying the foundation for future application development
- Created simple Q&A chatbots, decreasing incoming support issues by 22%
- Developed tools for gathering machine information, optimizing troubleshooting processes
- Developed several windows forms applications which improved the UAM process time by 90%
- Developed and implemented personalized client solutions using programming language expertise.
Senior Application Support Analyst
Accenture
01.2017 - 07.2020
- Played a key role in service improvement, maintaining effective communication with clients from multiple regions
- Worked on ticketing tools like SM9, Service Now majorly on call, incident process and ensure proper communication with business in 24/7 project
- Moved to L2/L3 role based on previous performances where more technical work on application was involved and has immediately received an award for creating a critical action completed within no time using by short SQL and .Net windows forms application knowledge mentioned below Developed a tool for rapid SQL and Oracle database account management based on Excel sheet entries, achieving an average processing time of 1K accounts in 15 minutes
- Timely managed the process of change, problem, incidents in ticketing tools without any misses or escalations from business
- Have supported as an L3 member for Smart plant suite of applications where the XML code changes were performed
- On-boarded new customized web, desktop tools and technologies during development to elevate project quality, decrease manual effort and shorten time frames
- Helped client in achieving faster resolution by developing auto-heal scripts by reducing 5 priorities/month on server using C# language and .NET framework
- Developed and implemented customer support processes and procedures to improve operational efficiency Developed training materials for customer service representatives to ensure consistency and accuracy in customer responses Created a customer feedback survey that provided valuable insights into customer satisfaction and product needs
- Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
Application Support Analyst
Accenture
11.2015 - 12.2016
- Collaborated with higher level team analysts and project managers to expedite incident resolutions.
- Performed software application and disaster recovery testing to guarantee business readiness following fail-overs.
- Provided support in constructing relationships within customer base to provide opportunity for expansion and growth.
- Performed various levels of user access management across multiple applications keeping the request KPI always green
- Used SM9 HP service Manager and Service Now tools to track, maintain and update tickets related to application issues.
Education
Bachelor of Technology - Electrical, Electronics And Communications Engineering
Gitam University
Vishakapatnam 08.2011 - 04.2015
Skills
Data analysis
Training documentation development
User training
Application support
Technical issues analysis
Maintenance and troubleshooting
Accomplishments
- Bulk Command Tool, , This is a basic windows forms application tool which can be used to run exe, bat files and commands on multiple files selected by one of the modes present in the tool
- Being used for Image magic commands by a Upwork client.
Interests
Chess
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Application Support Team Lead
Accenture
01.2022 - Current
Custom Application Developer
Accenture
08.2020 - 12.2021
Senior Application Support Analyst
Accenture
01.2017 - 07.2020
Application Support Analyst
Accenture
11.2015 - 12.2016
Bachelor of Technology - Electrical, Electronics And Communications Engineering
Gitam University
08.2011 - 04.2015