Prashanth Ca Email & Phone Number

Over 18+ years of hands-on experience in the field of Technical Operations / Vendor management / Contact center and Agile Services Deliver / Incident & Configuration Management and managing multiple Transition projects in my career. I have experience managing 60+ engineers (Vendors and FTE included), along with are 5-10 Subject matter experts and shift managers. I have achieved consistent and remarkable results in the execution of various projects, along with client relationships by prioritizing customer satisfaction. During my tenure, I have consistently clammed the success ladder in my career and now as a People`s manager have a significant number of performance cycles, along with talent development programs. As an innovative expert in Service Delivery and Project management, my contribution has saved companies millions of dollars by pioneering first-of-their-kind initiatives. Combining business system savvy with the latest technology and trends, I am skilled at devising and seamlessly directing the development of revolutionary solutions with maximizing speed, efficiency, and cost-effectiveness. Spearheading the coordination of people from all backgrounds, I have an outstanding track record of transforming concepts into state-of-the-art realities that produce quality improvements in profitability, performance, and business potential.My success in various roles and positions is defined because of my dedication, team approach, Leadership qualities, and strong interpersonal skills. I am Skilled at identifying problem areas and recommending remedial action to adept in building a solution to make any program successful. Also, an acknowledged leader with excellent communication skills, and I have proven to be a respected resource throughout my leadership.

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  Technical Support Operations Manager

  Avaya

  Apr 2020 - Present - Hyderabad, Telangana

  Leading regional and global engineering teams supporting UC and CC platforms via Service Desk functions and Cross Change Control operations. Managing/Supervising the day-to-day operations of 3 dedicated Bank IP-Telephony support functions and Change Control consisting of 30+ engineers (FTE and CTR).Key Deliverables/Functions:- Incubated Avaya L1 and L2 support engineering and Advanced Diagnostics Engineering teams in India and America.- Developed Level 1 to Level 2 engineers and created a pool of subject matter experts within a team in various domains.- Managed the implementation of new technological improvements resulting in increased efficiency.Guided, coached, and led project teams, delegating tasks and evaluating performance and various service delivery.- Updated and published standard operating procedures (SOPs) using stakeholder, customer, and employee input and feedback, resulting in clearer and more useful instructions for users.   - Managed Critical Deliverables and Service Level Agreements of the multi-geography customer during client location business hours.- Conducted Daily, Weekly, and Monthly Operations Reviews with Engineers, Stakeholders, and customers. Also, escalation prevention was related to Daily sync-ups, case quality reviews, detecting a sense of urgency, and approachability.- Participated in Change Approval Board meetings.- Provided ongoing training and development roadmaps for various teams reporting under.- Monitored production operations KPIs against quality and compliance to meet agreed standards. -Additionally, carefully reviewed customer feedback, engaged in brief discussions with team members, managed service exceptions, and engaged the right resources at the right time.