Jira
Prince2 Practitioner
07-2025
Hi, I’m
Arun Stephen JAYAKUMAR
Senior Manager, IT Delivery and NOC
Caen,NOR
Summary
Senior Manager with expertise in IT Service Delivery and Project Management, driving strategic initiatives to enhance efficiency and foster business growth. Proven ability to lead cross functional teams and deliver impactful, data-driven solutions.
Skills
Strategic Planning
Certification
Six Sigma, Green belt
Software
Slack
MS Office
Trello
Python
Tableau
KNIME
Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
French
Elementary (A2)
Work History
Zinnia Digital Services
Senior Manager, IT Delivery and NOC
04.2024 - 09.2024
Job overview
- Managed IT service Delivery for 20+ SaaS customers.
- Managed Network Operations Center monitoring 100+ Servers across 3 data centers.
- Developed and implemented operational standards, policies and procedures for IT Hosting team.
- Worked with Senior Leadership on policy changes, possible synergies and strategic initiatives.
EbixCash
Delivery Manager
03.2014 - 03.2024
Job overview
- Managed all IT hosting projects involving global team of 50+ technicians.
- Act as service integrator for Data management and Digital transformation project on T&M basis.
- Collaborated closely with development team, GRC, and architects to ensure seamless integration of processes and systems, enhancing overall efficiency.
- Responsible for managing all IT Incidents.
- Conducted Service review with key Clients and managed customer relationship.
CSS Corp.
Team Lead
05.2009 - 03.2014
Job overview
- Lead a team of 15 Technical support executive for a voice process.
- Completed Training and Nesting for 100+ new Hires.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Coached team members in techniques necessary to achieve customer satisfaction with process adherence.
Sutherland Global Services
Resolution Specialist
05.2007 - 12.2008
Job overview
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiently during periods of high call volume or complex caseloads.
- Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and the company.
Education
Madras Christian CollegeChennai
Bachelor of Science from Physics
04.2001
Deakin UniversityGeelong, Australia
Master of Science from Data Science
04.2001
Timeline
Prince2 Foundation
02-2025
ITIL4 Foundation
10-2024
Senior Manager, IT Delivery and NOC
Zinnia Digital Services
04.2024 - 09.2024
Delivery Manager
EbixCash
03.2014 - 03.2024
Six Sigma, Green belt
08-2012
Team Lead
CSS Corp.
05.2009 - 03.2014
Resolution Specialist
Sutherland Global Services
05.2007 - 12.2008
Deakin University
Master of Science from Data Science
04.2001
Madras Christian College
Bachelor of Science from Physics
04.2001
Interests
Violoncellist - Madras Musical Association
Music Theory - Grade 8, Trinity College, London
Motorcyclist - over 3M Km across India
Photography - stock photography
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