Vinod Kumar Kamarajugadda

Aviva Canada Inc. is a Canadian property and casualty insurance company and a wholly owned subsidiary of the UK-based Aviva plc. It provides home, personal, automobile, recreational vehicle, group and business insurance to more than three million customers

Roles & Responsibilities:

• Prioritization and planning of new Project
• Responsible for project performance tasks - Setting up project collaboration sites, create & share customer status reports, perform resource management, conduct time & expense approvals (FTE/subcon-Invoices), manage financials schedule, milestones, manage risk/issues in internal tool
• Conduct internal status meetings, obtain customer acceptance of deliverables, and approve subcon deliverables as needed
• Execute the project plan, implement mechanisms to measure, record progress, and conduct ongoing analysis of variances, risks, and changes, as well as update/revise the project plan and report status
• Responsible for project closing tasks - Handover project docs/ deliverables/ final status report, obtain final customer acceptance, conduct administrative close-out activities
• Facilitate the post review meeting with project stakeholders as needed and maintain and manage the artifact repository
• Execute the quality plan, perform inspections, reviews, and walkthrough to ensure quality efforts meet compliance in accepted, rejected, or rework criteria, update the plan and report status
• Facilitate periodic stand-up/ SCRUM meetings as required with project Teams for enabling progress
• Help remove blockers by facilitating discussions as required with stakeholders
• Communicate and Report on Project status
• Maintain and report Bi-weekly on project roadmap, status, hygiene metrics, next steps, issues/ risks, and management asks
• Orchestrate and facilitate monthly project debrief on Quality Assurance
• Manage and track escalations from internal and external stakeholders
• Orchestrate and facilitate weekly operational decision making and prioritization meeting with team
• Implement strategy for repository, quality assurance and Business Insights
• Record information in internal tool as needed to align with delivery excellence methodology.

Professional Direct (ProDirect) support is a premium support offering from Microsoft designed for mid-size to large companies with substantial business-critical utilization of Microsoft Azure.

Roles & Responsibilities:

• Handling a team of 30 members.
• Managed end-to-end delivery of IT services (end user support, coach and mentor delivery team, and incident/risk management)
• Analyzed metrics for service requests and incidents to identify problem trends and adjusted training/support of technical staff, accordingly, meeting 100% of service level agreement (SLA) compliance.
• Improved the development of support staff with cross-training, which increased productivity by 20%
  Also, help customers adopt the services by providing “lite advisory” support on migration, architecture, development, and deployment topics by answering simple “how to” questions and for more complex asks, pointing customers to the best self-service resources available online and when applicable, making partner referrals via pinpoint.
• Identify incident trends (by customers) and help customers with root-cause analysis of these trends as based on required access to tools, reports, and teams
  Help drive improved support CPE for customers using Microsoft azure and Office 365.
• Conduct initial customer on boarding session to clarify how to get the most out of their professional direct services purchase, along with helpful azure on boarding self-service resources.
• Serve as the primary contact for professional direct for azure customers with reactive support escalations, providing local business hours escalation assistance, advocacy, and support (USA, UK, and Canada)
  Quickly develop client relationships and trust, and ensure client/partner expectations are being set and met
  Work in collaboration with multiple Microsoft teams including azure support, depth queues, operations, engineering, and commerce/billing to drive resolution of escalated tickets.
• Communicate escalation findings clearly and confidently to executive levels within the customer and within Microsoft.
• Listen to and communicate the voice of the customers within Microsoft.
• Provide training and documentation feedback, updating role documentation as needed.
• Received DNA Award for Leadership for QTR-4

• Handling a team of 45 members
• Track daily schedule adherence
• Ensure the SLA and KPIs are met
• Prepare accurate and on time daily/weekly/monthly reports
• Communicating/updating team absenteeism
• Train new hires and coach the team with process updates/changes
• Perform Live Call/Chat audit to ensure the quality service is provided
• Valuate Process Knowledge Test (PKT) and provide feedback individually
• Publish real time SLA, break and productivity reports
• Identify training needs, plan and execute training sessions for the team; induce process improvements initiatives
• Conduct team huddles and share process changes on regular basis
• Handle Supervisor / Client appreciation calls