Swaroop Sivadas

Experience

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  AAR GEE ASSOCIATES PRIVATE LIMITED

  Sept 2003 - Nov 2004

  Customer Service Representative

  • Played a vital role in a Non-voice BPO project, offering essential support to optimize operations and enhance service quality for AT&T's Wireless Communication System

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  MicroGenesis Techsoft Pvt. Ltd.

  Jul 2005 - Apr 2008

  Software Engineer

  • Conducted client demonstrations to showcase IBM Rational Clear Case capabilities, providing valuable insights into software functionality.• Organized and delivered training sessions for clients, empowering them to effectively utilize the Clear Case toolset.• Led the installation and configuration of Clear Case and Clear Case Multi-site Server, guaranteeing optimal system performance and reliability.• Meticulously documented the complete server setup, ensuring transparency and efficient configuration management.• Successfully resolved a range of Clear Case issues, ensuring minimal disruptions to project timelines.• Managed and maintained Clear Case licenses, overseeing administration, removal, backup, and restoration.• Facilitated Installation, Consulting, and Product support for IBM Rational Tools, aligning software solutions with project requirements. Show less

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  Wipro Technologies

  Apr 2008 - Jul 2017

  Technical Lead

  Spearheaded and managed diverse technical teams and projects throughout my career, consistently prioritizing quality and timely delivery. Directed a team of 40 technical experts, comprising Citrix, Mobility, and MDS technical L2 teams, fostering seamless collaboration and achieving project objectives. Led an 80-member technical team responsible for Call Coordination, Desktop L1, and L2 support, instilling a culture of excellence and continuous improvement. Implemented ITIL processes across teams, optimizing service delivery efficiency and elevating overall quality standards. Ensured unwavering adherence to client-specific processes and procedures, resulting in consistently high levels of client satisfaction. Served as the primary point of contact for internal and external stakeholders, facilitating efficient communication and swift issue resolution. Managed a Service Desk, overseeing documentation and training initiatives to enhance team capabilities effectively. Acted as the escalation point for all Service Desk-related matters, delivering prompt resolutions and ensuring client satisfaction. Coordinated and executed project activities assigned to the Service Desk, ensuring their timely and successful completion. Oversaw the management of a technical team handling Application Postgres Database Support, Data Migration, Database Testing, and Application Testing. Initiated automation initiatives aimed at reducing costs, optimizing resources, and enhancing operational efficiency. Studied and optimized existing practices within cooperative banks, enhancing technical support for a vast user base. Demonstrated proficiency in configuring and managing technical environments, including Common Application Software, PostgresSQL, Jboss, Clear Case, and Clear Case Multisite Server. Provided comprehensive training to new team members, ensuring the development of a skilled and knowledgeable workforce. Show less

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  IIITMK

  Oct 2017 - Mar 2018

  Team Lead

  • Oversee the effective management of project-related documentation, ensuring that all project materials are organized, up-to-date, and readily accessible.• Collaborate with the team to develop comprehensive training materials that facilitate knowledge transfer and enhance project execution.• Lead the project team in consistently meeting and exceeding SLAs, ensuring a service delivery success rate of over 95%.• Implement robust SLA monitoring and reporting mechanisms to track performance and take proactive measures when SLAs are at risk.• Ensure strict adherence to client-specific processes, protocols, and standards throughout the project lifecycle.• Foster a culture of process excellence, continuously seeking opportunities for process optimization and improvement• Take responsibility for generating and disseminating weekly reports to both internal project stakeholders and external clients.• Maintain open and transparent communication channels, providing regular updates on project progress and addressing any concerns promptly• Actively engage with clients through regular meetings to discuss project updates, new requirements, and any major issues or changes.• Collaborate with clients to identify solutions and promptly address challenges, ensuring client satisfaction and project success. Show less

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  KERALA TECHNOLOGY UNIVERSITY

  Apr 2018 - Jun 2018

  IT Support Team Leader

  Spearheaded the effective management of project-related documentation, ensuring meticulous organization, up-to-date status, and easy accessibility of all project materials. Collaborated closely with the team to craft comprehensive training materials, facilitating seamless knowledge transfer and enhancing project execution. Led the project team to consistently surpass SLAs, achieving a remarkable service delivery success rate exceeding 95%. Implemented robust SLA monitoring and reporting mechanisms to diligently track performance and proactively address any SLA risks. Enforced stringent adherence to client-specific processes, protocols, and standards throughout the project lifecycle. Cultivated a culture of process excellence, perpetually seeking avenues for process optimization and enhancement. Assumed accountability for generating and disseminating weekly reports to internal project stakeholders and external clients alike. Maintained transparent communication channels, delivering regular updates on project progress and swiftly addressing any concerns. Actively engaged with clients through frequent meetings to discuss project updates, new requirements, and address any significant issues or changes. Collaborated closely with clients to identify solutions and promptly tackle challenges, ensuring unparalleled client satisfaction and project triumph. Show less

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  DEFSI LAB

  Jul 2018 - Nov 2018

  OPERATIONS MANGER

  DEFSI LAB SKILL SERVICES PRIVATE LIMITED is a recruitment and Talent Acquisition company based in Trivandrum having Registered office at 4th Floor , Menathottam Chambers Pattom. We are committed to work ethically with deep understanding of our Client needs on Time. We cater recruitment solutions to the various sections in IT software such as Software Developers , System Analyst , Mobile app Developers etc• Maintains organization staff by establishing a recruiting and interviewing program; counseling managers on candidate selection; conducting and analyzing exit interviews. • Explores the market best practices in the recruitment and staffing and implements appropriate best practices in the organization. • Builds a quality relationship with the internal stakeholders and external recruitment agencies / contract providers. • Conducts job interviews for all new job positions in conjunction with team leads. • Lead generation, identification of new business opportunities and Marketing support Show less

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  APJ Abdul Kalam Technological University

  Dec 2018 - now

  Senior E-Governance Team Lead

  Conducted comprehensive user training sessions to elevate end-users' comprehension of project functionality and its alignment with business imperatives. Managed and swiftly resolved project-related issues reported via email and phone, upholding a consistently high level of customer satisfaction. Developed meticulous work schedules and resource allocation plans for the support team, ensuring seamless project operations even during critical scenarios. Facilitated regular team meetings and reviews to address and resolve lingering project issues, thereby maintaining project timelines rigorously. Produced and delivered insightful project reports to higher authorities, furnishing crucial insights into project progress and key performance indicators. Implemented directives and instructions from university officials, ensuring strict adherence to project objectives and guidelines. Engaged proactively with stakeholders to glean project requirements and formulated strategic plans for their seamless integration within the E-Governance framework. Spearheaded the development of comprehensive Software Requirement Specifications (SRS) to steer the creation of utilities within the E-Governance portal. Orchestrated the configuration of pivotal parameters within the E-Governance Portal to optimize project task efficiency. Supervised the User Acceptance Testing (UAT) for novel project features, guaranteeing their adherence to stringent quality standards before deployment. Collaborated closely with colleges and university officials to identify and prioritize portal enhancements, driving seamless execution with the development team. Show less