Arun kumar A

E-mail: arun_az@yahoo.com

Contact No.: +91-90088 32210

Seeking a challenging environment that encourages learning, creativity, provides exposure to new ideas and
simulates personal and professional growth.
CAREER ABSTRACT
Core Competencies
Operations Management
Processing client requirements as per the specified Service Agreement and coordinating in developing &
implementing process in line with pre-set guidelines.
Monitoring the process, identifying improvement areas and implementing adequate measures to maximize
customer satisfaction level.
Sharing process performance dashboards with senior management.
Quality Compliance
Setting out quality standards for various operational areas, facilitating in ensuring a high-quality customer
experience, while adhering to the SLAs and work processes.
Client Servicing
Managing service operations for rendering and achieving quality services; providing customer support by
answering queries & resolving their issues in minimum TAT.
Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to associates
on improvements and achieving customer satisfaction matrices.
Enhancing Customer Satisfaction as per the Target Service Levels.
9+ years of total and relevant experience in Service Desk, Incident Management and service management.
ITIL V3 Foundation Certified.
Experience of managing IT incident escalations through service restoration while demonstrating ownership.
Experience in core process of Incident management and service desk management.
Experience in CRM packages like, Service Centre and Assist. Experience on all levels of Incident
management, Problem management, Access management, Change management and Release
management.

Excellent communication skills. Ability to think analytically with strong interpersonal management & technical
skills.
Best performer for continuously 6months and got a star performer award.

Acadmemic Credentials

M.Sc Information technology in First class, 77% in May -2006 from Adhiyamaan College of Engineering,
Hosur (Affiliated to Anna University, Chennai).

HSC Passed in First class, 75% in Mar-Apr 2001 Dominic Savio Hr.Sec.School, Thirupattur

SSLC Passed in First class, 84% in Mar-Apr 1999 Dominic Savio Hr.Sec.School, Thirupattur

Professional Certifications And Training

Training in Voice & Accent conducted in Sutherland by Apex training Academy

Training in E-mail Etiquette and Communication Skills
Trained in GDF Global delivery framework from IBM
ITIL foundation V3.0 certified.

PROFICIENCY FORTE
Professional Experience: 1
Company name: Cognizant.
Designation: Service Delivery Manager
Client: Coors, Arysta, Chaucer, NBIM
Grade: Associate Operation Manager
Period: May 2013 Till Date
Resposibilities

Managing IT infrastructure for a leading Investment Management company.

Owning the end-to-end responsibility of the Operations and the Delivery Index.
Accountable for ensuring appropriate service level monitoring is in place
Owning the delivery from the shared services model.
Responsible for identifying metrics and management reporting activities
Responsible for generating and assessing reports related to process metrics
Responsible for the review of individual processes
Part of the Change Advisory Board (CAB) or CAB/Emergency Change (CAB/EC) meetings.
Reviewing and evaluating reports on service performance and achievements on a regular basis
Regular meeting as per agreed governance structure with the end customer.

Maintaining and managing the monthly billing.

Professional Experience: 2
Company name: Hewlett Packard, Chennai.
Designation: Incident Manager
Client: Black and Vetch

Grade: M1

Period: Aug 2011 May 2013

Resposibilities

Working as a supervisor for the Incident Management team. As a supervisor I am responsible for the shift
operation, Escalation Management & Major incident (Sev1 and Sev2).
Incident owner for all P1 (Sev1) incidents.
Chair the conference call during P1 outage situations
Shift management, Escalation handling and Incident allocation to the Service Restoration Managers(SRM)
Escalate any incidents needed to situation management
Contribution to ongoing process & operational improvements
Carry out daily & weekly audits/spots checks and send report to the team
Monitor and assist the SRMs in their role
Identify and recruit new resources to the team.
Conduct regular one on one and skip levels with team members.
Handling process related team escalations.

Identify & schedule training needs for the team members.

Work closely with the on-shore team on a daily basis for Operations review and excellence.
Maintain PMS (Performance Management System) for tracking individual performance on a monthly basis.
Reporting to the top management on team performance and revenue data.
Monitoring and drive the team to deliver the output within the stipulated turnaround time.

Professional Experience: 3
Company name: IBM India Private Limited
Designation: Incident management analyst
Client: DOW chemicals
Period: Nov 2009 August 2010.

Key Roles, Responsibilities and Achievements:

Joined as a Technical support analyst and then moved to the E2E Incident management analyst.
Have successfully implemented the E2E Incident Management upon Client request and it is the major account which
has E2E Incident Management Implemented in IBM of India and have achieved high satisfactory results from both
Management and Client.
Upon E2E Introduction to the process which has helped to reduce the backlog Incidents and Service Requests to a
minimal number from quite a big amount of Cases or Tickets. I did work with Resolvers teams to achieve agreed
results in terms of SLA, SLR and OLA.
Helped the Problem management team to identify the necessity of creating Problem cases and involved in taking
them to Change management.
Have designed the Dashboard for the process which helped the Client and management to understand the Status,
Statistics, backlogs, Improvements and to continue the momentum of the account.
From the responsibilities point of view I have shown my full efforts to identify the behaviour of the Incidents and
Service Requests and recorded them. Once identified they are prioritized and escalated to the management to have
resolved and closed within SLA.
A bridge call and group chats are initiated on daily basis once the pending, SLA breached, and misrouted tickets are
identified. The outcome of these activities made remarkable achievement in resolving and closing these types of
incidents.
Daily follow ups are initiated with all resolvers through all types of communications, such as Initiating Group calls
and sending out emails and through chat applications. All of these activities are recorded into an E2E Frame work
report.
I have taken an important role in doing TICKET QUALITY CHECK and prepared feedbacks to all agents who are
involved in documenting the ticket and same feedback has been forwarded to the respective managers to do the
performance appraisals for all the individuals.

Professional Experience: 4
Company name: Sutherland Global Services Pvt. Ltd.
Designation: Subject Mater Expect
Job type: Permanent
Client: DELL
Vertical Level: Level 2
Period: January 2008 October 2009
Key Roles, Responsibilities and Achievements:

Manage the CTS (Centralized technical support) queue by assigning tickets to the second level agents.

Responsible for managing backlog count for the team and send daily report to the management.

Responsible for maintaining the team SLA for the month and see that the expected targets are met by the team.

Send a monthly report to the management on the same.

To update the CKM (Knowledge Base) with the updates and issues.
Responsible for tracking the CSAT data and provide feedback to the team on a daily basis.
Responsible for preparing the daily, week ending and monthly CSAT report and forward the same to the
management.
Conduct brainstorming sessions to help improve the customer satisfaction score for the team, ensure that the CSAT
target is met by the desk.

Professional Experience: 5
Company name: e4e Business India Pvt Ltd., Chennai
Designation: Technical support
Job type: Permanent
Vertical Level: Level 1
Period: June 2006 December 2007
Key Roles, Responsibilities and Achievements:

Functioned as a developer in designing commercial website for client.

Helped in adding and editing web pages, modifying scripts to update the price information as per the client

requirement
Customized the site to work with the pay pal website for online money transfers
Strong technical background with a solid history of delivering outstanding customer service. Loyal, dependable
professional with solid work ethics, driven and ambition.
Supports and maintains basic user account information including rights, security and systems group policies.
Proper closure of tickets assigned and also opening of tickets and managing the tickets for all incoming issues.
Documentation of resolved issues and uploading in knowledge portal for knowledge sharing

Personal Information
Date Of Birth

06th - Mar 1984

Languages Known

English, Tamil, Kannada, Malayalam

Marital Status

Married

Date:
Place: Bangalore

Arun Kumar A