Jaydev Sivadas Menon

Experience

• 

  UST

  Sept 2011 - May 2020

  Contracted to Boots UK from October 2018 to Jan 2019• Lead the offshore application support team • Coordinating between the client and the offshore/onshore team with respect to operational activities.• Identified areas of optimization and automation to reduce the incident volumes by 30% in a year.• Worked closely with the development team to discuss production issues and work towards permanent solutions.• Involved in the migration of the application and servers to azure cloud.• Created and coordinated project/services transition plans and accomplished successful hand over of project/services Show less

  • System Analyst

    Oct 2018 - May 2020

  • Senior Software Engineer

    Mar 2016 - Oct 2018

  • Software Engineer

    Aug 2012 - Feb 2016

  • Junior Software Engineer

    Sept 2011 - Jul 2012
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  Boots UK

  Mar 2016 - Oct 2016

  Technical Support Analyst

  • Received Knowledge Transfer on newly developed Opticians and Healthcare applications in Boots. • Communicated with the client to obtain an understanding of their environment, challenges, escalation process and apply that information to support the smooth transition to the new applications.• Implementing the production changes required for the application/ tools.• Handled highly escalated supervisory issues and other temporary assignments.• Proactively providing proposals to address performance improvement.• Client recognition on brisk learning skills and proficient consumption. Show less

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  Boots UK

  May 2018 - Jan 2019

  Technical Support Lead

  • Mentored and lead the team of 8 analyst, providing direct application and production support for Boots Opticians applications.• Amiable and couthy interaction with the stakeholders, gathering the requirements and providing the optimum solution.• Real time troubleshooting for the uninterrupted business functioning and preventing it from reoccurring by performing Root Cause analysis.• Performing operational release activities by coordinating with developers and database team. • Maintaining knowledge repository for better application support and for fresher members. • Hosting weekly meetings to discuss production issues and permanent solutions with various teams.• Client appreciations for best investigation of issues and better problem tracking towards to permanent solutions, as well as for better team handling and guiding the team to achieve the annual goals. Show less

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  Orion Innovation

  May 2020 - May 2021

  Project Lead

  • Streamlined support process for an entire sports business domain with multiple clients.• Customize the ticket management tool, HappyFox for support process• Prepare support dashboards for each clients and share with stakeholders.• Effective interaction with business analysts to identify the areas of optimization and improvements.• Create, review and publish support process documents.• Lead a team of 10 analysts in resolving bugs raised from an online web application for an auditing client.• Followed agile methodology and carried out the role of scrum master to ensure the team follow the agreed processes and practices.• Prepared weekly status reports and shared with the stakeholders Show less

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  CDS Tech

  Jul 2021 - Feb 2023

  Technical Service Coordinator

  • Manage the team of support analyst in providing technical support to the clients and customers.• Liaise with clients to understand their needs and report on progress.• Prepare and update internal technical documentation to aid the support activities.• Support / advise customers and stakeholders on technical enquiries in non-technical language.• Assess client issues and provide recommendations to fix problems.• Maintain good relationship with clients and stakeholders to keep customer base. Show less

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  Next

  Feb 2023 - now

  Support Developer