Operations Manager Program

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

Career Profile

Jan’21 to Present : HERE Solutions India Pvt Ltd (HERE Maps)

Project:

Digital Transformations – Services & Support

Client:

HERE Solutions India Pvt Ltd

Location:

Bangalore, Karnataka, India

Duration:

January’21 – Present

Role:

Operations Manager – Digital Transformations (Services & Support)

Project Description:

HERE CCO department mainly focuses on Customer Support and Success. This position requires to play mutiple different roles simultaneously. HERE Technical support department uses the ServiceNow-CSM for the customer ticketing system (https://here.support.com) and Knowledge base portals (https://knowledge.here.com). To make HERE Technical support team work easy and support customers efficiently by identifying the areas and automating the existing processes into digitalization. Project also takes care of verifying the signe contracts with Paid subscriptions and Onboarding customers in to HERE support systems.

Responsibilities:

Verify Customer contracts with Paid technical support sbuscriptions

Onboarding customers in HERE Technical Support Systems

Leading Wipro-ServiceNow development team

Gathering requirements, aligning with stakeholders, TS directors with defined timelines

Working with ServiceNow team for delivering features, enhancements on time

Define, design, develop the Dashboards for monitoring and tracking the KPIs through ServiceNow-CSM

Automated email intake process for customer reported issues, with ServiceNow-CSM

Worked on Proof concept for unified search, with Coveo, SearchUnify and Zoominfo

Implemented Gainsight –tool for transforming customer success journey

Implemented SupportLogic for case management, to avoid customer escalations & improve CSAT by identifying positive & negative sentiments on customer tickets

Lead GenAI project (TS-HERE-O) for HERE TS team, to handle chatbot kind of request/responses that provides answers to queries on TS agent desktop

Integrated Customer ticketing systems (Jira, Zendesk etc) and SupportLogic & Gainsight with ServiceNow

Played a role Knowledge Manager on ServiceNow KB.

Creation, review and coordination of digital content (FAQ, videos) and landing pages with a strong focus on holistic optimization of the user experience (SEO / SEM)

Develop the enhancement functionalities within KM, aligned with KCS

Host periodic calls to discuss Regional specific trends of KB use, search trends

Work cross functionally with other teams working on Salesforce, Zuora, Mulesoft, Peoplesoft,

Support Business team with their demands as and when required

Technologies Used

Windows 11, ServiceNow, iCertis, Salesforce, Gainsight, SupportLogic, Javascript, Zuora

Jan’17 to Dec’19 : Sony Mobile Communications

Project:

Knowledge Base Applications

Client:

Sony Mobile Communications, Sweden

Location:

Sony Mobile Communications, Lund, Sweden

Duration:

(January’17 – December’19)

Role:

KM Solution Architect

Project Description:

Sony’s GIS provides the insight and analysis Sony needs to anticipate Contact Center and Repair Center needs and build lasting, profitable agents experience and relationships. This project helps all the agent and internal people to access Knowledge base and use the knowledge to provide solutions to the customer’s daily problems with the Sony mobile devices.

Responsibilities:

Creation, review and coordination of digital content (FAQ, videos) and landing pages with a strong focus on holistic optimization of the user experience (SEO / SEM)

Review and continuous optimization of the digital content of the Sony Mobile support website in cooperation with the European and global content production centers

Coordination and implementation of digital projects in cooperation with the European and global Sony Mobile headquarters

Coordination of service marketing activities on the Sony Mobile support website in collaboration with internal and external stakeholders and in accordance with marketing strategies and guidelines

Monitoring customer satisfaction and optimizing the creation of strategies to improve the online experience (KPI reporting)

Develop the enhancement functionalities within KM, aligned with KCS

Migrating the existing Content to new CMS system (InQuira to Salesforce)

Review metrics on a monthly basis

Host periodic calls to discuss Regional specific trends of KB use

Work cross functionally with other teams working on search, Siebel and Support Web

Generated KPI Reports as per business requirements

Support Business team with their demands as and when required

Setting up a new stage environment similar to the production

Technologies Used

Windows 7/2012-R12, SQL Server, Java, InQuira (Knowledge Management System). Weblogic, Apache Tomcat

Aug‘15 to Nov’16 : Cisco Systems, Inc.

Project:

Employee Experience Information Query - EEIQ

Client:

Cisco, India, UK, U.S

Location:

Cisco, Bangalore, India

Duration:

(August’15 – October 2016)

Role:

Program Manager – Enterprise Search

Project Description:

Cisco’s Global Business Solutions (GBS) provides the insight and analysis Cisco needs to anticipate Employee needs and build lasting, profitable employee experience and relationships. GBS helps Cisco align employee relations, goals and objectives to the overall direction of the company. GBS helps Cisco anticipate employee needs based on historic trends to develop employee experience and new initiatives. The project involves providing new functionalities / enhancements to the client in the existing system of Global Customer Relationship Management (Java). These new enhancements has to be planned on quarterly basis and after doing the feasibility analysis, these are designed and delivered to client by going through development cycle.

Responsibilities:

This is an individual contributor role performing the following tasks

Review searchability of all new published content

Review metrics on a monthly basis

Host periodic call to discuss theatre specific trends

Create a standard process for search improvements

Lead maintenance of knowledge dictionary

Work cross functionally with other teams working on search (Smart Support) / one search

Accountable for keeping the click thru rate above 70%. No search results less than 10%. Quality Monitor results above 85%

Create standard Operating procedure, plan for database refresh to keep quality monitor in Dev in sync with prod.

Generated Analytical Reports as per business requirements

Technologies Used

Windows 7, Oracle 10g, Java, Hibernate, Spring, SQL Develper, Eclipse, Unix, InQuira (Knowledge Management System). Oracle Application Server, Apache Tomcat

Jan‘15 to June’15 : Computer Sciences Corporation (CSC)

Project:

Supplier Portal – SalesForce

Client:

CPA Global, UK

Location:

CSC, Bangalore, India

Duration:

(Jan’15 – June’15)

Role:

Professional 2 – Technology Analyst

Project Description:

CPA Global is a UK based client, it deals with patent renewal system. CPA global is in to Insurance domain. Supplier portal is based on SalesForce Cloud service where all the information can be retrieved or updated through user interface. And AS400 mainframes works as a back end system / database. Whenever any data is uploaded / created by agents at the PRS, Mainframes. A web service will be called to transfer the latest data to gateway interface from which the data will be pulled in by the web services at Salesforce side.

Responsibilities:

Handling any kind of bug or enhancement which involves Salesforce Configuration / integration.

Providing solutions to issues related to Salesforce.

Identifying major/minor issues or SRs and resolving them

Working on change requests related to Salesforce configuration.

Handling issues related to integration between Salesforces and other PRS system.

Working in project management and quality related activities of the project.

Documenting the process / steps for repetitive issues.

Technologies Used

Windows 7, Citrix remote client OS, Oracle 10g, SalesForce CX Cloud Service, AS400 Mainframes, SQL

Sep‘14 to Jan’15 : Computer Sciences Corporation (CSC)

Project:

PlaySpan - Oracle RightNow

Client:

VISA

Location:

CSC, Bangalore, India

Duration:

(September’14 – Jan’15)

Role:

Professional – Technology Analyst

Project Description:

As Part of RightNow team, working on RightNow CX cloud Service February 2014. It is an existing project and new requirement is to enhance the existing application with 5 new requirements which includes setting up a new testing environment, Generating the Audit Log view report and Agents Activity performance, Working on the feature of Masking the critical data like Credit cards, account number, PAN etc. Archiving the content restricted to certain period and accessing the archived content in the Rightnow cloud service. .

Responsibilities:

To explore the RightNow CX cloud service and to train the associates on Rightnow apps cloud service

Setting up a new testing environment with RightNow CX cloud service – February 2014.

Generating new customized reports, Audit log View report is the one which includes ‘Read’ status in its logs report when an incident is opened.

Generating a new customized report called ‘Agent average time handling’, showing the information of Agents work Effectiveness, like Agent name, Incident Edit time, total responses sent, Average handling time.

Masking the critical data like credit card number, account number, PAN etc.

Archiving the closed incidents data on certain period criteria.

Technologies Used :

Windows 7, Citrix remote client OS, Oracle 10g, RightNow CX Cloud Service

Dec‘13 to Aug’14 : Computer Sciences Corporation (CSC)

Project:

Part of CoE / Pre Sales team

Client:

CSC

Location:

CSC, Bangalore, India

Duration:

(December’13 – Aug’14)

Role:

InQuira Professional – Technology Analyst

Project Description:

Part of CoE team in CSC and working with the pre-sales team. Responsibility includes the training the associates in CRM – ECM integration area on how InQuira can be integrated with the CRM applications like PeopleSoft, Siebel etc. And to train the associates on Oracle Knowledge Management modules like Information Manager, Search Admin, Information Center, Dictionary manager, Analytical Reporting etc.

Responsibilities:

To train the associates on all Enterprise Content Management concepts

Prepare power point presentations on InQuira concepts.

To train the associates on Oracle Knowledge Management modules like Information Manager, Search Admin, Information Center, Dictionary manager, Analytical Reporting etc.

Working in project management and quality related activities of the project.

Working on Peer –Reviews on Seibel CRM projects.

Technologies Used :

Windows XP, Oracle 10g, Java, SQL Developer Eclipse, Unix, InQuira (Knowledge Management System), Oracle Application Server, Apache Tomcat.

Oct‘09 to November’13 : Tata Consultancy Services

Project:

iKnow – InQuira Based Applications (Production support)

Client:

Apple Inc., U.S

Location:

TCS, Bangalore, India

Duration:

(October 09 –November’13)

Role:

Project Lead

Project Description:

Apple’s Global Customer Relationship Management (GCRM) provides the insight and analysis Apple needs to anticipate customer needs and build lasting, profitable customer relationships. GCRM helps Apple align sales, marketing and customer relations, goals and objectives to the overall direction of the company. GCRM helps Apple anticipate customer needs based on historic trends to develop product improvements and new initiatives. This, in turn, leads to increased sales through better timing. The project involves providing new functionalities / enhancements to the client in the existing system of Global Customer Relationship Management (Java). These new enhancements has to be planned on quarterly basis and after doing the feasibility analysis, these are designed and delivered to client by going through development cycle.

Responsibilities:

Handling any kind of bug or enhancement which involves InQuira Configuration / integration.

Deployment of InQuira in the project.

Providing solutions to any issues related to InQuira.

Identifying major/minor issues or SRs and resolving them as part of support activity.

Working on change requests related to InQuira configuration.

Mentoring juniors and leading the team from offshore.

Direct client interacting on requirement analysis.

Coordinating between other teams in day to day activity.

Worked with partner vendors in migration and deployment activities.

Working in project management and quality related activities of the project.

Doing Peer –Reviews.

Generated Reports using SQL as per business requirements

Technologies Used :

Mac OS X, Oracle 10g, Java, Spring, SQL Developer, Eclipse, Unix, InQuira (Knowledge Management System), SDL WorldServer, Fatwire, Oracle Application Server, Apache Tomcat

Aug‘08 to Sep’09 : Tata Consultancy Services

Project:

iKnow – InQuira Based Applications (Development)

Client:

Apple Inc., U.S

Location:

TCS, Bangalore, India

Duration:

(August 08 - September 09)

Role:

Application Software Developer

Project Description:

iKnow is an integrated and flexible platform which would provide a highly leveraged single platform for all AppleCare businesses and support straight-through business processing. iKnow hosts & provides different type of articles to the Apple Inc customers. We have implemented the search functionality using InQuira (Content Management System), which is available to the end users at http://support.apple.com. iKnow would become the backbone of Apple’s Knowledge Management System.

Agent Master Provisioning (part of iKnow) is to Automate the InQuira account Creation, Updating, Deletion and Disable process. The Scope of this Project is to Provide Java API s to Apple for creating, updating, deleting, disabling of Apple internal Agent accounts using InQuira CMS.

Responsibilities:

Working on CRM – InQuira integration which acts as a Knowledge management.

Deployment of InQuira in the project.

Identifying major/minor issues or SRs and resolving them as part of support activity.

Implemented new Interfaces for CRM and InQuira integrated applications.

Working on change requests related to InQuira configuration.

Direct client interacting on requirement analysis.

Working on quality related activities of the project.

Involving in Requirements gathering.

Doing Peer –Reviews.

Sending weekly status report to onsite coordinator

Involved in manual testing of the application and Junit.

Generated Reports using SQL as per business requirements

Technologies Used

Mac OS X, Oracle 10g, Java, Web Services, Eclipse, InQuira (Knowledge Management System), Apache Tomcat

May‘07 to Jul’08 : Tata Consultancy Services

Project:

Performance Evaluation System (PES)

Client:

Bank Of America, US

Location:

TCS, Bangalore, India

Duration:

(May 07 - July 08)

Role:

Software Engineer

Project Description:

PES (Performance Evaluation System) is an integrated and flexible platform, which would provide a highly leveraged single platform for all BOA businesses and support straight-through business processing. This platform would comprise of the all Performance Evaluation of Deliverable made by customers to the BOA. PES system also involves the development of a J2EE based integrated platform through which the various reports will be generated based on deliverables.

Responsibilities:

Analyzing and designing solutions for the deliverables.

Handled by single person covering all functionalities in the project.

Developed the presentation layer using XLS reports, HTML and JavaBeans at backend.

Java Servlets are developed at server side for handling requests and responses.

Involved in manual testing of the application

Technologies Used :

Windows XP, Oracle, Java, Oracle, HTML, JSP, Servlets, Junit, WebSphere

Aug‘06 to Apr’07 : Tata Consultancy Services

Project:

GWMP (Global Wealth Management Platform)

Client:

SEI Investments, US

Location:

TCS, Bangalore, India

Duration:

(Aug 06- Apr 07)

Role:

Software Engineer

Project Description:

SEI GWMP (Global Wealth Management Platform) is an integrated and flexible platform, which would provide a highly leveraged single platform for all SEI businesses and support straight-through business processing. This platform would comprise of the SEI IIT (Independent Information Technology), GIPP (Global Investment Processing Platform) and all the External systems used. SEI Desktop involves the development of a J2EE based integrated platform through which the various clients of SEI – a leading global provider of asset management and investment technology solutions – could transact.

Responsibilities:

Analyzing and designing solutions for the deliverables.

Involved in Relationship Management functionalities.

Developed the presentation layer using JSP’s, HTML and JavaScript.

Java Servlets are developed at server side for handling requests and responses.

Involved in manual testing of the application.

Technologies Used :

Windows XP, Oracle, Java, EJB, JSP, Servlets, Struts, Junit, Star Team, Weblogic

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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