Operations Manager - Digital Transformations

PARAMA SIVAYYA AVULA

Phone # +91-998*******

Email-Id: *************@*****.***

Profile Summary:

Overall 17+ years of experience as a Software Engineer, Program Manager, Solution architect and Digital Transformation Manager.

Knowledge Centered Service - KCS v6 Practices Certified Professional.

Expertise in ServiceNow CSM – Administration, requirement gathering, prioritizing the backlog, dashboards, metrics, CSAT etc.

Expertise in Oracle Knowledge Management System.

Expertise in InQuira (KM / ECM Tool) for 12+ years.

Experience in InQuira Tools (InfoCenter, Information Manager, Search Admin, Dictionary Manager, Analytics Reporting)

Good knowledge in Search Tuning & Grading with Coveo, SearchUnify

Played different roles as Team member, Project Lead, Analyst, Solution Architect and Manager, Customer Success Manager, Technical Support Manager

Experience in Administration of Gainsight and SupportLogic

Working as business owner & Operations manager for ServiceNow – CSM module.

Expert in working with Jira and Confluence.

Experience in Enterprise Search and Content Management for KnowledgeBase applications used for Self-Service portals, Contact centers and Service Centers KB portals.

Migration project delivery & Operations Manager. (InQuira to Salesforce, Khoros)

Education

Master of Computer Applications from Sri Venkateswara University, Tirupati in the year 2004.

Experience Summary

Working with HERE Solutions India Pvt Ltd, Bangalore, India from 18th January 2021 as an Operations Manager 1 – Services & Support, working as business owner & Operations manager for ServiceNow – CSM module and working on ServiceNow Knowledge base to build Unified Search along with Chatbot customization for self-service. My role also includes onboarding the new customers into the Support portal and help them solve their issues and generate more revenue for the organization. I work on multiple digital transformation applications like Gainsight, SupportLogic etc.,

Worked with SONY Mobile Communications, Lund, Sweden. Through Rediflex AB, Malmo, Sweden from 2nd January 2017 to December 2019 on Oracle Knowledge Management (OKM) with KCS principles. Handling the responsibility of Solution Manager & Solution Architect on functional enhancement requests and a specialist on tuning and grading of search results.

Worked with Cisco Systems, Inc., Bangalore through Wipro Technologies, Bangalore through Verinon Technologies, Hyderabad from 10th August 2015 to 11th November 2016, on Oracle Knowledge Management (OKM). Handling the responsibility of Program Manager on functional enhancement requests and a specialist on tuning and grading of search results. Having Technical expertise in InQuira (Knowledge Management System), Java, UNIX, SQL.

Worked with Computer Sciences Corporation India Ltd (CSC) from 2nd Dec 2013 to 2nd June 2015. Worked on the development project of RightNow CX cloud Service& SalesForce projects. Being part of CoE, InQuira team in CSC and working with the pre-sales team. Responsibility includes the training the associates in CRM – ECM integration areas on how InQuira can be integrated with the CRM applications like PeopleSoft, Siebel etc. and also on Oracle Knowledge Management modules like Information Manager, Search Admin, Information Center, Dictionary manager, Analytical Reporting etc.

Worked with Tata Consultancy Services since 21st August 2006 to 29th November 2013 for 7+ years. For the client – Apple Inc., Handling the responsibility of functional enhancement requests and developing / maintaining GCRM & AppleCare applications. Having Technical expertise in InQuira (Content Management System), Java, UNIX, SQL.

Certifications:

KCS v6 Practices Certified Professional

Sun Certified Programmer for the Java 2 Platform, Standard Edition 5.0

ITIL® 2011 Foundation Certification - CBT + Exam bundle - Online - DP – APMG

Areas/Applications

Specialized Skills : ServiceNow, Gainsight, SupportLogic, InQuira (Oracle Knowledge Management), RightNow, SalesFroce, SDL WorldServer

PERSONAL DETAILS

Name as in passport : Parama Sivayya Avula

Sex : Male

Nationality : Indian

Marital Status : Married

Designation : Sales Operations Manager – Services & Support

Location : Bangalore, India

Contact Telephone : +91-998*******

Passport Details : Passport Number - P6484912

Place of Issue : Hyderabad

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