JAYAKUMAR R
Chennai
Summary
Product-focused Project Lead with over 9 years of experience delivering enterprise SaaS and AI-enabled platforms. Proven ability to translate business and client requirements into scalable product features, collaborate with cross-functional teams, and drive execution from concept to release. Experienced in product demos, workflow automation, stakeholder management, and KPI-driven continuous improvement. Adept at bridging business and technology in client-facing environments.
Overview
11
11
years of professional experience
Work History
Project Lead
eNTrust Software Solutions
Chennai
04.2023 - Current
- Executed multiple enterprise SaaS product initiatives, aligning with product strategy through structured requirement gathering and delivery planning.
- Translated business and client needs into functional requirements for engineering and QA teams.
- Collaborated with engineering, QA, and operations teams to deliver high-quality features across release cycles.
- Identified automation, AI, and workflow optimization opportunities for product roadmap planning based on user feedback.
- Conducted client-facing product demos and release walkthroughs, effectively communicating product value and features.
- Defined and monitored key delivery and product KPIs to drive continuous improvement and informed prioritization.
- Served as primary contact for stakeholders, managing expectations, timelines, and post-release feedback.
Team Lead
eNTrust Software Solutions
Chennai
05.2016 - 03.2023
- Managed over 50 customer queries per day.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Monitored team performance, provided feedback, and conducted regular training sessions to enhance skills and knowledge.
- Collaborate with other functional units to streamline support processes and enhance service delivery.
- Act as an escalation point for high-severity customer issues, ensuring timely and effective resolution.
- Assisted in the testing and feedback process for new products and updates, providing valuable customer insights.
- Facilitated communication between teams to enhance operational efficiency.
Support Executive
e-Care India Pvt Ltd
Chennai
02.2015 - 04.2016
- Oversaw troubleshooting, technical issue resolution and consulting services to upgrade technology infrastructure.
- Processed over 100 support requests weekly for technical assistance on wide range of issues related to Internet Broadband.
- Managed high levels of call flow and responded to clients technical support needs.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Identified and solved technical issues using a variety of diagnostic tools and tactics.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Education
B.E - Electronics & Communication Engineering
Mailam Engineering College
TN05.2014
High School -
S.H.C.T Higher Secondary School
Puducherry04.2010
Skills
- Product management and lifecycle oversight
- Feature prioritization and roadmap development
- User feedback analysis
- Client and stakeholder engagement
- Business process mapping
- Stakeholder communication
- Cross-functional teamwork
- Project coordination
- UAT coordination and release readiness
- KPI development and performance metrics
- Workflow automation strategies
- Familiarity with Freshdesk and internal tools
- AI-driven process optimization
Accomplishments
Converted client workflows into clear product requirements.
Supported product releases and client adoption.
Led enterprise client interactions and stakeholder communication.
Supported product releases and client adoption.
Led enterprise client interactions and stakeholder communication.
Timeline
Project Lead
eNTrust Software Solutions
04.2023 - Current
Team Lead
eNTrust Software Solutions
05.2016 - 03.2023
Support Executive
e-Care India Pvt Ltd
02.2015 - 04.2016
B.E - Electronics & Communication Engineering
Mailam Engineering College
High School -
S.H.C.T Higher Secondary School