Sasikumar Senda Balan
Service Manager
Halifax,NS
Summary
Possess an overall experience of 15 Years in IT industry with specialized experience through the tenure in Insurance and Healthcare Domain. Have an extensive work experience as a Project/Service Manager with complete ownership of end-to-end deliverables including requirement gathering, analysis, design, development, testing and production deployment thereby gaining extensive application cum technical knowledge and continues to serve as Subject Matter Expert.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
Work History
Service Manager/Automation Lead
Cognizant Technology Solutions India Pvt Ltd
7 2023 - Current
- As automation lead Collaborated with cross-functional teams to ensure seamless integration of automation systems into existing workflows.
- Machine Learning, Data evaluation, Case studies, and Use case Identification for Deep learning.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Managed budgets effectively for 90+ member team, ensuring optimal financial performance while investing in necessary resources for business growth.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within organization.
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
- Streamlined project delivery processes, significantly reducing time to market for new product launches.
- Organized professional development programs for staff, leading to improved performance and skill sets.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Gathered, documented, and modeled data to assess business trends.
Senior Associate
Cognizant Technology Solutions India Pvt Ltd
2021.01 - 2023.06
- Trained and supported new team members, maintaining culture of collaboration.
- Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
- Identified potential risks to develop mitigation plans and minimize impact on project timelines.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Managed data and correspondence to secure information across complex landscapes of organizational departments.
- Directed automation of office procedures such as correspondence management, recordkeeping and online communications.
Associate
Cognizant Technology Solutions India Pvt Ltd
2013.11 - 2020.12
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Played an integral role in launching successful projects by coordinating tasks among team members while adhering closely to established timelines and budgets.
Education
BSC Computer Science -
The New College
Chennai, Tamil Nadu 2005.08 - 2008.05
XII -
MCTM Higher Secondary School
Chennai, Tamil Nadu 2003.06 - 2005.05
X -
St Andrews High School
Chennai, Tamil Nadu 2002.06 - 2003.05
Skills
Mainframe Utilities.
Project Management
Automation Architect
Service Management
Customer service
Gen AI (Generative Artificial Intelligence)
Scrum/Agile Methodology
Associateid
203434
Projects
Project and Client History:
- Health care - Aetna - Digital Production support
- Health Care - CVS Pharmacy - Retail Production Support
- Insurance - AIG (Variable Annuity Life Insurance Company)
- Insurance - Metlife
Languages
English
Full Professional
Tamil
Native or Bilingual
Timeline
Senior Associate
Cognizant Technology Solutions India Pvt Ltd
2021.01 - 2023.06
Associate
Cognizant Technology Solutions India Pvt Ltd
2013.11 - 2020.12
BSC Computer Science -
The New College
2005.08 - 2008.05
XII -
MCTM Higher Secondary School
2003.06 - 2005.05
X -
St Andrews High School
2002.06 - 2003.05
Service Manager/Automation Lead
Cognizant Technology Solutions India Pvt Ltd
7 2023 - Current
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