Sujay Nandakumar Email & Phone Number

Dublin, County Dublin, Ireland

Dublin, Leinster, Ireland

• Responsible for overall Management of the Production Sites including Incident Management, Account Management, Release Deployments, and general maintenance of live Production sites.• Release Management - Work with PMO, QA & Development to ensure the deployment of new releases are scheduled.• Work with Configuration team to schedule and manage weekly fast track configuration releases.• Backend Error monitoring, logging the production issues based on priority.• Manage production… Show more • Responsible for overall Management of the Production Sites including Incident Management, Account Management, Release Deployments, and general maintenance of live Production sites.• Release Management - Work with PMO, QA & Development to ensure the deployment of new releases are scheduled.• Work with Configuration team to schedule and manage weekly fast track configuration releases.• Backend Error monitoring, logging the production issues based on priority.• Manage production system performance monitoring and reporting.• Management of Client & Internal Reports.• Testing of Sysnet’s web-based security platforms.• Management of Penetration Tests - Schedule & Manage Penetration Tests by working with Risk Assurance & IT teams.• Management of production disaster recovery systems.• Management of Internal and third-party applications like ASV & Device Scan Management Systems, Online chat application.• Schedule and manage bi-monthly, quarterly and half yearly security scans like internal scans, PCI vulnerability scans and web application firewall scans Show less

County Dublin, Ireland

• Responsible for all Contact Center Systems including but not limited to: Salesforce (CRM), Cloud Telephony, etc.• Working with key company stakeholders to improve and overcome technology constraints• Process mapping for end user, administrator, and system integration processes• Utilizing Microsoft Word, Excel, PowerPoint, and Access for creating help guides, data management, and presentations• Troubleshooting system problems with an array of key Contact Centre… Show more • Responsible for all Contact Center Systems including but not limited to: Salesforce (CRM), Cloud Telephony, etc.• Working with key company stakeholders to improve and overcome technology constraints• Process mapping for end user, administrator, and system integration processes• Utilizing Microsoft Word, Excel, PowerPoint, and Access for creating help guides, data management, and presentations• Troubleshooting system problems with an array of key Contact Centre Systems• Designing, Testing and Implementing bespoke IVR’s to meet organisations objectives • Performing periodic audits of all key systems Show less

Global Operations Centre

• Inspiring and leading a team of twenty-two PCI and technical support associates• Liaising with clients through email and telephone calls• Identifying and developing new training needs and plans by monitoring agents KPI’s• Presenting training and company goals to new employees• Upskilling of current helpdesk associates• Conducting employee probation and appraisals• Monthly 1:2:1 feedback sessions for helpdesk agents• Point of contact for helpdesk and client… Show more • Inspiring and leading a team of twenty-two PCI and technical support associates• Liaising with clients through email and telephone calls• Identifying and developing new training needs and plans by monitoring agents KPI’s• Presenting training and company goals to new employees• Upskilling of current helpdesk associates• Conducting employee probation and appraisals• Monthly 1:2:1 feedback sessions for helpdesk agents• Point of contact for helpdesk and client escalations• Hosting and presenting training webinars to clients which contributes to our client’s ability to effectively use our product.• Creating training videos for clients to use a reference to help them with utilising our product to its full potential Show less

Parkwest

• Call and chat quality interactions that help identify contact centre training needs• Delivering constructive feedback to helpdesk agents to improve the quality of throughput from the helpdesk inbound call management to adhere to SLA targets.

• Level 1 PCI support agent-work as part of a team, that aids merchants through their Annual PCI compliance and have experience working on various campaigns• Site maker support agent- single point of contact for site maker, involved in training and testing besides, providing the highest quality support to merchants.

Aviva Stadium, Dublin

Preparing & serving food for around 2000 spectators, under heavy pressure and time constraints.

Providing my expertise to help clients in a proffesional manner, often requiring the utmost discretion.I have eperience working for the An Garda Síochána, Courts Services,HSE, Refugee Legal Service etc.

Bsc Hons., Technology Management

Leaving Cert, Secondary School

Activities and Societies: Past Pupils Union