Sujatha K
Hyderabad
Summary
Seeking for a position to utilize skills and abilities in the operations that offers professional growth while being resourceful, innovative and flexible. Adding value to Organization and Learning.
People Management & Development IT Knowledge Team Leadership Operations Excellence Stakeholder Engagement Performance Management SLAs & Risk Management ITIL Framework Troubleshooting Incident Response Knowledge Documentation and Knowledge Management
Overview
20
20
years of professional experience
Work History
Technical Lead
Cognizant Technologies Pvt ltd
Hyderabad
02.2023 - Current
- Lead and mentor a team of engineers or technical staff responsible for IT operations
- Allocate tasks, monitor team performance, and ensure adherence to project timelines
- Act as a point of escalation for technical issues and provide guidance for complex problems
- Oversee day-to-day IT operations, ensuring the availability, reliability, and performance of systems and infrastructure
- Manage incident resolution and ensure root cause analysis (RCA) is conducted for recurring issues
- Monitor SLAs (Service Level Agreements) and KPIs to ensure service quality and efficiency
- Provide technical expertise in IT infrastructure, network management, server operations, cloud services, and application support
- Design and implement system upgrades, patches, and maintenance activities to minimize downtime
- Collaborate with architects and engineers to develop technical strategies and solutions
- Drive automation initiatives to optimize workflows and reduce manual intervention in repetitive tasks
- Develop and implement standard operating procedures (SOPs) and best practices for IT operations
- Continuously review and improve incident, problem, and change management processes
- Collaborate with business units, clients, and vendors to understand requirements and align IT operations with business goals
- Provide regular updates to senior management on operational performance, risks, and upcoming changes
- Act as a liaison between technical teams and non-technical stakeholders
- Identify and mitigate operational risks, ensuring compliance with corporate policies and regulatory requirements
- Develop and maintain disaster recovery (DR) and business continuity plans (BCP)
- Conduct periodic audits to assess and improve operational readiness
- Participate in capacity planning, budgeting, and resource allocation for IT operations
- Evaluate emerging technologies and recommend their adoption to enhance operational efficiency
- Align IT operations strategy with organizational goals and industry trends
Global Service Desk Lead
Stratosphere IT Services Pvt. Ltd
02.2022 - 11.2023
- Supervise and lead a team of service desk analysts and technicians
- Set performance goals, provide coaching, and conduct regular performance evaluations
- Foster a positive and collaborative work environment
- Oversee the daily operations of the service desk, ensuring that service requests and incidents are handled promptly and professionally
- Monitor service desk queues and workload to ensure even distribution of tasks among team members
- Implement and improve service desk processes and workflows
- Act as the escalation point for complex or high-priority issues, providing guidance and assistance to service desk staff
- Ensure that customer inquiries, problems, and requests are resolved in a timely and satisfactory manner
- Maintain a high level of customer satisfaction by monitoring and improving service desk performance
- Stay up-to-date with the latest IT technologies and industry best practices
- Provide technical guidance and support to service desk staff when dealing with challenging technical issues
- Assist in troubleshooting and resolving complex technical problems
- Ensure that service desk documentation, including knowledge base articles, is accurate and up-to-date
- Promote knowledge sharing within the team and encourage the creation of new support resources
- Monitor and report on service desk performance, including key performance indicators (KPIs) such as response times, resolution times, and customer satisfaction
- Use data and metrics to identify areas for improvement and implement corrective actions
- Coordinate training and development programs for service desk staff to enhance their technical and customer service skills
- Keep the team informed about changes in policies, procedures, and technology
- Participate in incident and problem management processes to identify root causes and prevent recurring issues
- Contribute to the creation of problem records and facilitate problem resolution
- Maintain clear and effective communication channels with both internal and external stakeholders
- Ensure that service desk staff communicate professionally and effectively with customers
- Enforce security policies and compliance standards within the service desk operations
- Collaborate with the IT security team to address security-related incidents and concerns
Deputy Manager (Digital Operations)
CONCENTRIX DAKSH
09.2017 - 01.2022
- Manage a team of 30 to 35 employees
- Communicate effectively with the client to resolve issues and disseminate updates on the floor
- Achieve stretched targets and take decisions and manage complex/ difficult Employee's situations
- Ensure complete participation and contribution in organization/process level initiatives (Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency
- Ensure that the internal/external targets are met and the team shows continual improvement month on month
- Drive day to day Performance in the team to meet the monthly targets
- Manage the daily team activities and ensure the daily operations run smoothly
- Participation in client call, calibration calls
- Drive Team adherence and manage monthly scheduling
- Generate reports & conduct a thorough analysis of SLA misses
- Drive continuous improvement in the team along with metrics improvement
- Generate dashboard and scorecards for the Team for review
- Performance management and appraisals for the entire Team
- Work as a Single point of contact for all non-ops departments and identify, evaluate & coordinate operational, Admin, IT and HR issues
- Present Weekly Reviews to the management on key deliverables
- One-One with the team and scheduled Monthly Team meetings
- Knowledge management for the team and quality control
- Responsible for people/employee career development
Senior Support Engineer
Tech Mahindra
11.2016 - 09.2017
- Implements / maintains IT security at the process level as established by / in the SOW
- Oversees troubleshooting, systems backups, archiving, for his / her project’s
- Works with project teams to help implement Internal Systems / deliverables for changes as per process requirements
- Responds to escalated help desk / project specific issues
- Oversees the administration and maintenance / deployment of client specific software’s
- Interacts with internal clients on all levels to help resolve IT-related issues and provides answers in a timely manner
- Identifies opportunities for improvement and makes constructive suggestions for change
- Sets and manages internal client expectations / SLAs
- 3rd Level escalation point for Problems and Service Requests
Team Lead (Business IT)
Tech Mahindra
06.2014 - 11.2016
- Implements / maintains IT security at the process level as established by / in the SOW
- Oversees troubleshooting, systems backups, archiving, for his / her project’s
- Works with project teams to help implement Internal Systems / deliverables for changes as per process requirements
- Responds to escalated help desk / project specific issues
- Oversees the administration and maintenance / deployment of client specific software’s
- Interacts with internal clients on all levels to help resolve IT-related issues and provides answers in a timely manner
- Identifies opportunities for improvement and makes constructive suggestions for change
- Sets and manages internal client expectations / SLAs
- 3rd Level escalation point for Problems and Service Requests
Lead Trainer for Telecom
Mahindra Satyam
10.2011 - 04.2013
Process Trainer - Telecom
Allsec Technologies
04.2009 - 11.2009
Sr.Exe Trainer – Telecom
IBM-DAKSH
04.2007 - 08.2007
Team Leader – Telecom
AEGIS BPO
12.2006 - 04.2007
Customer Care Executive
Integrated Software Solutions Pvt.ltd
09.2004 - 07.2005
Education
MCA -
Presidency School of Management & Computer Sciences
B.SC - Computers (Maths, Statistics & Computers)
St. Ann’s College
ITIL V4 -
Skills
People Management & Development
IT Knowledge
Team Leadership
Operations Excellence
Stakeholder Engagement
Performance Management
undefinedAccomplishments
- Team Ovation award for the best team performance
- People Champ Award
- Received twice as Most Valuable Player – Ops
- Ops Rising Stars
Timeline
Technical Lead
Cognizant Technologies Pvt ltd
02.2023 - Current
Global Service Desk Lead
Stratosphere IT Services Pvt. Ltd
02.2022 - 11.2023
Deputy Manager (Digital Operations)
CONCENTRIX DAKSH
09.2017 - 01.2022
Senior Support Engineer
Tech Mahindra
11.2016 - 09.2017
Team Lead (Business IT)
Tech Mahindra
06.2014 - 11.2016
Lead Trainer for Telecom
Mahindra Satyam
10.2011 - 04.2013
Process Trainer - Telecom
Allsec Technologies
04.2009 - 11.2009
Sr.Exe Trainer – Telecom
IBM-DAKSH
04.2007 - 08.2007
Team Leader – Telecom
AEGIS BPO
12.2006 - 04.2007
Customer Care Executive
Integrated Software Solutions Pvt.ltd
09.2004 - 07.2005
B.SC - Computers (Maths, Statistics & Computers)
St. Ann’s College
MCA -
Presidency School of Management & Computer Sciences
ITIL V4 -
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