Santhosh Kumar J
Project Co-Ordinator
Chennai
Summary
- Customer Focused professional with over 13 years of experience leading Project Co-ordination, Change management, Demand Management, Stakeholder management initiatives.
- Versatile manager with background successfully executing diverse project tasks to meet deadlines. Highly skilled at communicating with colleagues, monitoring status and achieving key milestones. Enthusiastic problem solver and talented team player with superior planning and decision-making skills.
- I am committed to building trusting relationships with others and fostering a positive workplace culture.
- Proven communication skills, verbal as well as written coupled with exceptional presentation skills.
- I am efficient in meeting deadlines by prioritizing my workload. Good time management skills and the ability to multitask efficiently in challenging situations.
- Learn constantly to understand evolving technologies and methodologies for the betterment of self and the organization.
Overview
18
18
years of professional experience
2007
2007
years of post-secondary education
9
9
Certifications
Work History
Project Co-Ordinator
Tata Consultancy Services
11.2021 - Current
- Developed comprehensive project plans, outlining scopes, timelines, deliverables, and milestones.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Maintained accurate documentation of all projects, facilitating efficient audits and future reference.
- Prepared meeting agendas and minutes for distribution and record keeping.
- Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
- Coordinated cross-functional teams to achieve seamless collaboration in achieving project objectives.
- Improved client satisfaction with timely updates and transparent communication throughout the project lifecycle.
- Assisted with onboarding newly hired staff members and coached on task prioritization.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Perform quality checks to qualify the Project's scope, availability of RDD, SDD and other necessary documents before passing it to Solution Architect for further analysis.
- Facilitate Kick off, clarification meetings as required enabling better understanding and quicker progress towards solutions.
- Follow up timely ensuring the SLA is adhered to and met, increasing the chances of customers placing the order.
- Internally review the SOW on scope, effort and financial parameters and get changes amended before presenting it for customers approval.
- Effectively use Jira to manage the customer request and create delivery subtasks for execution.
- Enable implementation through delivery team with reference to customer's purchase orders (PO).
- Manage delays in payment by clients. Manage early billing. Project Forecasting with past trend and data.
- Work on Weekly, monthly reports on KPI, Right first time and SLAs.
- Weekly presentation of project status with stakeholders.
Demand Manager
Tata Consultancy Services
11.2021 - 09.2023
- Manage effective communication between the customer, Solution Architects and delivery team to fulfill customer requirements and keep everyone aligned ensuring a smoother workflow.
- Perform quality checks to qualify the demand's scope, availability of RDD, SDD and other necessary documents before passing it to Solution Architect for further analysis.
- Facilitate Kick off, clarification meetings as required enabling better understanding and quicker progress towards solutions.
- Follow up timely ensuring the SLA is adhered to and met, increasing the chances of customers placing the order.
- Internally review the SOW on scope, effort and financial parameters and get changes amended before presenting it for customers approval.
- Effectively use Jira to manage the customer request and create delivery subtasks for execution.
- Enable implementation through delivery team with reference to customer's purchase orders (PO).
- Manage delays in payment by clients. Manage early billing. Demand Forecasting with past trend and data.
- Work on Weekly, monthly reports on KPI, Right first time and SLAs.
- Weekly presentation of demand status with stakeholders.
Change Manager
Tata Consultancy Services
01.2019 - 10.2021
- Managed the end-to-end change management process. From raising the change requests in HPSM, organizing show and tell, taking approvals, presenting the change requests in CAB meeting and facilitating implementation and Keep stakeholders informed and engaged throughout the change process as per the process guidelines.
- Develop a clear plan for implementing the change, including timelines, resources, and communication strategies.
- Handled 350+ change requests for multiple application deployments of functional and non-functional changes in Live and lower environments.
- Managed successful migrations of nearly 200 Oracle databases and RHEL Servers as part of End-of-Life program.
- Planning for releases and major activities considering the dependencies and availability of upstream and downstream components.
- Co-ordinate between the business owner, service assurance and project teams to keep everyone aligned on the plan, impact and execution of all changes planned and scheduled.
- Ensuring testing evidence and approvals from appropriate stakeholders are in place to decide on the Go/No Go of deployments.
- Gather scope for release and host recurring meetings for tracking the progress of package delivery and test completion well before the schedule.
- Managing emergency changes by initiating triage meetings to determine the impact and urgency and get the solution and action plan to mitigate.
- Conduct KT calls between Operations and the development team prior to the change to ensure better understanding and smoother implementations.
- Host post implementation reviews to discuss, learn and document the areas of improvement.
- Proactively initiate cyclic/periodic changes for regular updates and system compliance.
- Keep an eye on Change freeze periods for better planning and prioritize changes accordingly.
- Generate WSR, monthly and quarterly reports.
Service Manager
Tata Consultancy Services
12.2017 - 12.2018
- Overall coordination of activities between L1/L2/L3 team.
- Responsible for managing the complete list of open Incidents P1/P2/P3/P4 and its scope.
- Invoke triage between teams to analyze and troubleshoot the issue and own the Incident until deployment to Production.
- Communication SPOC informing business and comms team regarding outages and deployments.
- Weekly and monthly reports on trends, SLA, system availability and stability.
Quality Analyst
Tata Consultancy Services
03.2012 - 11.2017
- Evaluating call recordings, transactions and rate efficacy of associates with regards to Resolution, Business & Legal compliance and Communication to ensure that the rates are within the SLA.
- Highlighting areas of opportunity citing policy documents and providing individual courses of remedial measures to improve process.
- Producing real-time reports like KPI, control charts, dashboards, NPS, MIS, COQ.
- Perform 5 Why, FMEA, pareto analysis to identify the root cause and improve quality standards.
- Prepare checklist, SOPs and quality framework.
- Review meetings and calibration sessions with clients on a Weekly basis to improve quality metrics and enhance C-SAT.
- Identify knowledge gaps, training opportunities and convey to learning and development team.
Transaction Monitoring Officer
Allsec Technologies Pvt Ltd
05.2007 - 02.2012
- Monitoring calls, Chats, remote sessions and providing feedback and coaching the executives and ensuring quality standards set by the client are met.
- Checking the accuracy of the data collected, updated and validated by an executive in the CRM application to ensure that the discrepancy rates are within the service levels prescribed.
- Being part of brainstorming sessions to analyze trends and suggest business improvement plans.
- Perform new hire training and assist new team members in their on-the-job learning.
- Been assigned as an ATA (Audit the auditor) to ensure the quality of the team's work.
Education
B.Sc. - Bio-Chemistry
Thiruvalluvar University
12th - undefined
State Board
10th - undefined
Matriculation Board
Skills
- Project Co-ordination
- Project management
- Attention to detail
- Team coordination
- Time management
- Service Management
- Change Management
- Analytical problem solving
- Cross-functional collaboration
Certification
PMP and Scrum trained
Timeline
Project Co-Ordinator
Tata Consultancy Services
11.2021 - Current
Demand Manager
Tata Consultancy Services
11.2021 - 09.2023
Change Manager
Tata Consultancy Services
01.2019 - 10.2021
Service Manager
Tata Consultancy Services
12.2017 - 12.2018
Quality Analyst
Tata Consultancy Services
03.2012 - 11.2017
Transaction Monitoring Officer
Allsec Technologies Pvt Ltd
05.2007 - 02.2012
12th - undefined
State Board
10th - undefined
Matriculation Board
B.Sc. - Bio-Chemistry
Thiruvalluvar University
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