Windows
Krisna Moorthy Anammaly
Service Delivery Operations QTP Manager
Kuala Lumpur
Summary
Astute Business Service Operations Manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
25
25
years of professional experience
1
1
year of post-secondary education
16
16
Certificates
3
3
Languages
Accomplishments
Professional Skills and Expertise
Certified ITIL Intermediate (OSA) since 2010, Cobit 5 since 2017, IBM Ent. Design Thinking since 2020.
Subject Matter Expert in Process, People and Customer centric change-management.
Subject Matter Expert in product and services' quality management.
Subject Matter Expert in conducting new product introduction and service training.
Professional Achievements
Invented a process re-engineering project to improve and unify end-to-end service processes; redesigned communication flow across 5 departments and reduced paperwork by 75%.
Spearheaded the design, development, and deployment of an AI-powered Operational Intelligence Engine platform, which resulted in a 25% operational FTE savings, effective root cause outcomes, and detail predictive insights.
Mastered and executed efficient quality control using proven methodologies such as the 5'O program, which inevitably benefited clients with achieving their core objectives.
Strengthened training curriculums to address gaps & commissioned an IT knowledge group to create training materials, modify onboarding procedures, develop a knowledge management portal & regularly report progress to management.
Revitalized the design and deployed Collaborative Work Environments (CWEs), which resulted in a 25% improvement in staff retention.
Pioneered a Wintel delivery team comprising of architects, specialists, and analysts to lead the design and implementation of service transition for significant clients such as NOL, General Motors, and Cathay Pacific, resulting in an additional RM1.4 million in revenue.
Transformed and Played a big part in developing an innovative CloudOps support model that strengthened their capabilities in administering HP Helion Managed VMWare Cloud, OpenStack, and Broker, resulting in a US$20 million revenue upsale with existing clients.
Professional Recognition
Received the DXC Certificate of Appreciation Award in 2017 for Service Excellence.
Conferred the HPE Certificate of Appreciation Award in 2016 for Cathay Pacific Airways Outstanding Performance towards Excellence.
Awarded the HP Certificate of Appreciation Award and HP Recognition Award in 2015 for Cathay Pacific Airways.
Work History
Quality, Training & Policy Manager - TNS
Accenture Technology Solutions
Kuala Lumpur
12.2020 - 03.2023
- Assembled cross-functional team of QA Manager, Training Lead, Market POCs, Quality Analysts, and Trainers to drive both strategic and operational innovation in fast-paced workplace by ensuring 'best in class' quality programs that work in tandem with training team to better agents' performance and policy enforcement practices, owning end-to-end engagement with client in terms of QTP services across unicorn initiatives. Besides main obligations. Project leader for GNE's e-commerce and lead for technology transformation.
- Quality Management
- Supervised day-to-day activities and ensure consistent quality and productivity across seven different LOBs with 800 agents.
- Secured consistent 99% performance in accordance with applicable service level metrics or revenue/funnel targets.
- Analyzes, evaluates, and recommends action steps and changes to suitable stakeholders for business. (Project Leadership, Operations, Client, and Resource Unit partners).
- Leads or engages in calibration sessions/call listening sessions with Market POC, Quality Analyst, and clients to guarantee scoring consistency and best practices.
- Amplified internal quality audits (e.g., periodic audits of existing processes to establish process control and efficiencies) aimed at improving total contact quality and recommending changes.
- Centralized solid program knowledge base; basic grasp of client products, services, and/or program strategies.
- Training Management
- Full program ownership and accountability for end-to-end training and performance execution across new hire and production teams.
- Partnered with Operations, Business Transformation, Quality, and other departments to find agent populations that require training that will influence results.
- Scrutinized overall training efficacy (TNA), opportunities, needs, and needed enhancements to create ever-changing and constantly developing learning environment that leads to 97% success outcomes.
- Cadence and reporting updates will be provided through various forms of communication and mechanisms such as business reviews to provide transparency on overall training health, effectiveness, trends, progression, and statuses across requirements and initiatives.
- Policy Management
- Identify, monitor, and analyze pertinent moderation policy trends, proposals, and issues of importance to business.
- Drive ongoing review of product policies in collaboration with key stakeholders.
- Proactively find gaps or inconsistencies in existing policies.
- Behavioral aptitudes
- Working knowledge of quality assurance practices (social media and content moderation). This includes developing and standardizing QA frameworks, and identifying areas of improvement in processes. Analytical Capabilities, Communication, Problem solving and resourcefulness, Team Player.
Senior Manager - Transformation & Innovation
T Lan Logistic Sdn Bhd
Kuala Lumpur
05.2019 - 01.2020
- Founded the Transformation Office (TO) and was in charge of developing TO governance, structure, resourcing, tools, and cadence, as well as aligning senior leadership and key stakeholders with TO goals. Launched a combined "go to market" approach with customers and partners for business growth.
- Establish Transformation Initiatives
- On-boarded Key team members and leaders to both execute and drive initiatives.
- Cleared roadblocks, mitigate risks, and provide support to initiatives with relentless focus on delivery.
- Strengthened transformation organization “drumbeat” (Steering Committee, Sprint Planning, Scrum meetings, etc.).
- Engaged organization to embrace change via communication and dialogue.
- Transformation and Change Governance
- Assisted in leading, facilitate and chair regular project meetings and follow up with team members as required to focus on business and operational issues or technical issues, documenting, assigning, and monitoring all project issues to ensure clearance with minimal impact to project progress.
- Documented proper technology roadmap, market analysis to develop long-range plans designed to maintain cost effectiveness and competitiveness of company's IT infrastructure.
- Pursued on potential client requirements by participating in pre-sales meetings with client and partners to identify and document their needs
- Drafted materials for client presentations, demonstrations, presentations and bid management documents.
- Facilitated workshops across organization to identify needs, ideas, opportunities related to transformation.
- Behavioral aptitudes
- Resilient, resourceful, adaptable, and agile learner with analytical and conceptual approach.
Service Delivery Operation Manager
Accenture Technology Solutions Sdn Bhd
Kuala Lumpur
07.2018 - 04.2019
- Primary responsibility is to create, manage, and assess operational processes and activities in order to carry out approved operational plans and continuously enhance service delivery strategy and its execution. Additionally, implement local strategy in accordance with global strategy, which takes into account present state of organization and implements plan to improve it. This entails developing service model and structuring it to meet requirements of local customers.
- Manage strategy
- Contributed to tactical strategy's creation while also helping to create and carry out organizational strategy that supports it.
- Authored best practices for deployment, ongoing operations management, and customer assistance for service agreements.
- Transition of service contracts
- Mapped right skills are deployed and adherence to all standards, processes, policies and work instructions as determined by global services organization.
- Set financial targets
- Forecasted future revenues and costs, examine operational data, trends, and costs associated with anticipated and actual income.
- Manage stakeholder relationships
- Aligned and maintained influential relationships in order to ensure continuous improvement and innovation into contracts, whilst appropriately managing client expectations.
- Cultivated productive working relationships with peers and organizational role players to achieve optimal cross process integration.
- Ensure client satisfaction
- Served as liaison between project and clients by offering sound consulting services and suggestions based on client needs, current knowledge, and trends.
- Point of contact for delivery teams to escalate customer satisfaction problems.
- Operational efficiency
- Ensured creation, coordination, and application of end-to-end processes, resulting in optimization of business, process, quality, standard, and service.
- Calculated budget are in line with practical delivery plans, and then track and report on any deviations.
- Implemented, oversee, and report on cost improvement goals, and discuss or escalate any shortcomings.
- Planned people resource planning in line with delivery and performance objectives, budget and in partnership with specialized areas.
- Implement service management
- Developed processes and approaches that enable continuous improvement program and ensure that deliver against service solution.
- Ensured that contractual and delivery documentation is maintained with accuracy and that details are kept up to date.
- Provide reports
- Provisioned of accurate and timeous reporting in respect of key performance metrics and recommendations to improve operational efficiency.
- Behavioral aptitudes
- Client-focused abilities and thorough knowledge of Accenture's business and service offerings.
- Established productive working connections with all parties involved and make sure Accenture maintains its competitiveness throughout bidding process.
- Improve services in accordance with client needs. Possess high levels of integrity while displaying ability to plan strategically.
Service Delivery Manager
DXC Technology Malaysia Sdn Bhd
Selangor
07.2006 - 06.2018
- Earned good relationships with its clients, to see that contractual obligations are fulfilled, and to serve as client's main point of contact for service management, escalations, and improvement.
- Shaped organizational policies and procedures for incident management, problem management, change management, configuration management, release and deployment management, service monitoring, and support on cloud-based infrastructure in capacity as Cloud Infrastructure, VMWare & Wintel Manager. Collaborate with important roles (such as vendors, product managers, engineering managers, etc.) to create solutions that are in line with best practices and architecture standards.
- Customer Management
- Exceeded customer expectations and increase efficient return on investment.
- Promoted customer dialogue and interaction through recurring service review meetings.
- Service Delivery Operation Management
- Delivered SLA's are met, including applications availability, incident, problem and change management and user satisfaction
- Assured applications are operated as required to support business processes, including quarterly operations, reference data maintenance, and user access management
- Promised demand management, business analysis and functional specifications are performed at professional level
- Reviewed IRA (Issues, Risks and Actions) logs to make sure team maintains information and fulfils obligations.
- Chaired both internal and external escalations.
- Mentored teams to promote automation, delivery efficiency, and continuous service improvement efforts.
- Make sure operational procedures are developed and that delivery team is always up to date on them.
- Partnered with Pre-Sales on customer cloud hosting requirements and final sales quotation proposal.
- Project Management
- Collaborated with consultants, vendors, stakeholders, and team members to achieve project deliverable and outcomes
- Acted as in-house consultant to provide consultation advice to relevant parties/stakeholders whenever required
- Financial Management
- Made sure consultant project hours and expenses are entered and authorized in accordance with guidelines and governance policy.
- Reported project health and budgetary situation during routine governance reviews.
- Resource Management
- Managed multiple delivery teams with different sizes and coverage models that are delivered onsite and offshore and may include local, third-party, or customer resources
- Assisted in bringing on new personnel in accordance with project needs
- Facilitated management of team rosters and shift schedules
- Partnered with resource management teams to bring in or replace experts
- Forged backup strategies in case of shortages or problems with staffing
- Incident, Problem and Change Management
- Made sure incidents are managed effectively and that IT services are restored as soon as feasible.
- Made sure standardized practices are followed for quick, effective handling of all IT infrastructure changes.
- Major Incident Management
- Owned and lead resolution of all major incidents involving infrastructure, digital technology, and application.
- Managed and implement major incident management procedure, and when necessary, participate in 24-hour on-call arrangements
- Behavioral aptitudes
- Strong skills in management, planning, problem solving, innovation, analysis, communication, and negotiation.
Infrastructure Analyst
Kodak (M) Sdn Bhd
Kuala Lumpur
09.2005 - 06.2006
Senior Technical Executive
Masterskill (M) Sdn Bhd
Kuala Lumpur
08.2003 - 08.2005
Senior System Engineer
Hong Leong Finance Berhad
Kuala Lumpur
01.1998 - 07.2003
Education
MBA - Master's Degree in Business Studies/Administration
NIBM Global
India 11.2019 - 11.2020
Skills
ITIL Service Management
Certification
Certified eCommerce Management Professional
Timeline
Certified eCommerce Management Professional
04-2023
Quality, Training & Policy Manager - TNS
Accenture Technology Solutions
12.2020 - 03.2023
Enterprise Design Thinking Practitioner
05-2020
Enterprise Design Thinking - Team Essentials for AI
05-2020
Google Analytics for Beginners
04-2020
Google Tag Manager Fundamentals
04-2020
Introduction to Data Studio
04-2020
Getting Started With Google Analytics 360
04-2020
Fundamentals of Operations Management
04-2020
Information Security Incident Handling
04-2020
MBA - Master's Degree in Business Studies/Administration
NIBM Global
11.2019 - 11.2020
Senior Manager - Transformation & Innovation
T Lan Logistic Sdn Bhd
05.2019 - 01.2020
Service Delivery Operation Manager
Accenture Technology Solutions Sdn Bhd
07.2018 - 04.2019
Implementing Microsoft Azure Infrastructure Solutions
01-2018
COBIT 5 Foundation
03-2017
ITIL Intermediate certificate in IT Operational Support and Analysis
01-2017
ITIL Version 3 Foundation Examination
05-2010
Kepner Tregoe Resolve
02-2008
Foundation Certificate in IT Service Management
08-2007
Service Delivery Manager
DXC Technology Malaysia Sdn Bhd
07.2006 - 06.2018
Infrastructure Analyst
Kodak (M) Sdn Bhd
09.2005 - 06.2006
Senior Technical Executive
Masterskill (M) Sdn Bhd
08.2003 - 08.2005
Computer Hardware Engineering
03-2000
Senior System Engineer
Hong Leong Finance Berhad
01.1998 - 07.2003
Software
Programming Languages: COBOL, VB & Python
Virtualization Tools: Virtual Box, VMware & Hyper-V
Cloud Technologies: MS Azure, HP Helion
Monitoring Tool: SCOM & SiteScope
Database: SQL
Windows Services: Active Directory, DHCP, DNS, SNMP & RAID
ITSM Tools: BMC Remedy, HPSM, DW, Servicenow
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