Sabarinathan Murugan

Sabarinathan Murugan

Senior Escalation Support Specialist

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location of Sabarinathan MuruganBengaluru, Karnataka, India

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  • Timeline

  • About me

    Team Lead - Batch & Console Operations

  • Education

    • Periyar University

      2008 - 2011
      BCA Computer Applications
    • SYMBIOSIS INTERNATIONAL UNIVERSITY

      2013 - 2015
      Master of Business Administration (MBA) Operations Management
  • Experience

    • Aditya Birla Minacs

      Apr 2010 - Jan 2013
      Senior Escalation Support Specialist

      • Took complete responsibility of the L2 Team in the absence of Coach, and acted point of contact for support functions like IT, transport department, admin services and the HR team to address any process level or employee level issues.• Mentored new teams on board, and helped them understand and deliver curriculum as per business requirements, through skill transfers and practice (demonstration) sessions.• Cross-trained agents into other LOB’s with results above 95% improving overall productivity and eliminating additional cost.• Monitoring queue and driving performance of the team to ensure SLA’s as defined by the client are consistently delivered.• Conducting regular refresher training sessions thereby ensuring that the team meets the targets and performance variation across team members is reduced.• Participating in process level joint call calibration sessions.• Identifying agents with product related concerns.• Prepared all appropriate reports and delivered in a timely manner.• Resolve customer’s issues via the telephone. • Act as single & last point of contact for the escalation, understand and assess how the issue affects the customer.• Regular follow-ups with customers with recommendations, updates and action plans. • Participate in technical communications within the Team to share best practices.• Working with Site Support Engineering, Executive Relations, and Customer Relations handling critical/sensitive issues. Show less

    • Symphony Teleca

      Feb 2013 - Oct 2015
      IT Consultant - Product Support
    • IBM

      Mar 2016 - Sept 2021
      • Technical Support Team Lead

        Feb 2019 - Sept 2021
      • System Operations Specialist - AS400

        Mar 2016 - Jan 2019
    • Kyndryl

      Sept 2021 - now
      Operations Team Lead
  • Licenses & Certifications

    • Apple Certified Tier2 Advisor

      Apple Inc
    • Interskill - IBM Mainframe Operator – IBM Z Workload Scheduler – Operations Expert

      Kyndryl
      May 2023
      View certificate certificate
    • Interskill - AIX Systems Administrator - Fundamentals

      Kyndryl
      Apr 2023
      View certificate certificate
    • Oracle Cloud Infrastructure Foundations 2021 Certified Associate

      Oracle
      Jan 2022
      View certificate certificate
    • AWS Partner: Accreditation (Technical)

      Amazon Web Services (AWS)
      Jan 2023
      View certificate certificate
    • Interskill - Mainframe Specialist – Network Communications – Foundations

      IBM
      Dec 2020
      View certificate certificate
    • IBM Agile Explorer

      IBM
      Nov 2017
      View certificate certificate
  • Honors & Awards

    • Awarded to Sabarinathan Murugan
      Aditya Birla Minacs - • Champion Award: Mar’11, June’11, July’11, Aug’11, Feb’12, Apr’12, July’12. • Amazing Performance: Aug’10, Sep’10, Jan’11• Outstanding Customer Satisfaction: May 2012• Excellent Performance: Q2 2011, Q1 2012, Q2 2012• Best CSR Utilization: Aug 2012
    • Awarded to Sabarinathan Murugan
      C-Cubed Solutions - Recognized as the STAR Performer of the process with 3 awards & a reward out of 10 among 230 advisors in the division.