Manjula M.

Operations Associate

Bengaluru, Karnataka, India21 yrs 10 mos experience

Highly Stable

Key Highlights

Expert in HRIS and Workday configuration.
Proven leadership in managing application support teams.
Strong background in IT project and program management.

Stackforce AI infers this person is a seasoned HRIS and IT Operations professional with a focus on application support and project management.

Contact

Skills

Core Skills

Human Resources (hr)It OperationsIt Project & Program ManagementLeadership

Other Skills

Agile DevelopmentAvayaAvaya Communication ManagerBusiness PlanningCRMCoding StandardsContact Center ManagementEmployee RelationsEscalations ManagementHR Business PartneringHuman Resources Information Systems (HRIS)IT Infrastructure ManagementIT Service ManagementITILIncident Management

About

Develop a team of Application Support Analysts whose role is to dig in and come up with solutions to a variety of time-sensitive, operational critical issues. Provide Tier 2 -3 level support when required including basic Workday configuration. Assist employees and HR Business Partners who require information and support on managing Workday (and other HR solution) as it relates to HR solutions. Identify and resolve application issues identified by employees and HR Business Partners using Workday. Collaborate with internal customers and business analysts for requirement clarifications and solution designing. Build documentation for all aspects of a technical infrastructure. Participate in project meetings/daily scrums and communicate development status. Troubleshoot Workday Business Processes (BP’s) and perform Workday configuration. Act as liaison between Production Support and the HR BU’s Support ServiceNow Platforms through Monitoring, Troubleshooting, Root-cause analysis, and Implementing Bug-Fixes. Keeps commitments to projects, customers, and fellow employees.

Experience

.inc

Senior Manager Business Operations

Mar 2024 – Present · 2 yrs · India · On-site

Develop a team of Application Support Analysts whose role is to dig in and come up with solutions to a variety of time-sensitive, operational critical issues.
Provide Tier 2-3 level support when required including basic Workday configuration.
Assist employees and HR Business Partners who require information and support on managing Workday (and other HR solution) as it relates to HR solutions.
Identify and resolve application issues identified by employees and HR Business Partners using Workday.
Collaborate with internal customers and business analysts for requirement clarifications and solution designing.
Build documentation for all aspects of a technical infrastructure.
Participate in project meetings/daily scrums and communicate development status.
Troubleshoot Workday Business Processes (BP’s) and perform Workday configuration.
Act as liaison between Production Support and the HR BU’s
Support ServiceNow Platforms through Monitoring, Troubleshooting, Root-cause analysis, and Implementing Bug-Fixes.
Keeps commitments to projects, customers, and fellow employees.

Human Resources Information Systems (HRIS)Escalations ManagementHR Business PartneringHuman Resources (HR)IT Infrastructure ManagementIT Operations

Microsoft

2 roles

Sr Product and Developer Support Manager

Sep 2020 – Nov 2023 · 3 yrs 2 mos

Business PlanningSupport ServicesVendor ManagementIT Project & Program ManagementIT OperationsEmployee Relations+16

Product Support Manager

Aug 2016 – Sep 2020 · 4 yrs 1 mo

Business PlanningSupport ServicesVendor ManagementIT Project & Program ManagementIT OperationsEmployee Relations+21

Cognizant technology solutions

Manager

Apr 2014 – Aug 2016 · 2 yrs 4 mos · Pune, Maharashtra, India · On-site

Business PlanningSupport ServicesVendor ManagementIT Project & Program ManagementIT OperationsEmployee Relations+15

Avaya india pvt ltd project lead ( enterprises messaging )

Avaya– SME, Technical Lead / Senior Service Integration Engineer and DM

Mar 2008 – Jan 2014 · 5 yrs 10 mos · Pune

As Service Transition – Service Migration Lead (Unified Communication and Contact Center Product)
Assessing of SOW/ WOW with customers and different stake holders
Managing service delivery for customers and lifecycle management of service delivery support
Accountable for the coordinating management of multiple related projects directing towards strategic business and other organizational objectives
As Change and Release Management Consultant:
Perform stakeholder analysis to understand and manage expectations of change programs.
Undertake impact assessments to determine the nature and extent of change to staff groups.
Preparing request for change (RFC) as per the requirement.
Develop transition strategies and plans for change programs based on staff impacts.
Provide specialist advice and guidance to project/program managers and team members.
Engage in ongoing stakeholder management to ensure support for change programs.
Analyze effectiveness of change management approach and make recommendations for improvement.
Develop change management strategies, conduct stakeholder analysis, impact assessments and devise appropriate plans.
Work alongside project design consultants to ensure change management implications are understood and planned for.
Form and maintain productive working relationships with Account consultant and Stakeholders in project units to ensure successful transition to the new environment.
Undertake impact assessments to determine the nature and extent of change.
Develop transition plans based on impact assessment.
Plan, develop and deliver all communication in consultation with business units and stakeholder communications.
Ensure all change activities are completed in accordance with project plans and time frames.

Leadership

Ibm

Pune Technical Support Specialist

Feb 2005 – Mar 2008 · 3 yrs 1 mo · Pune, Maharashtra, India

Accountabilities
Interacting with the Client: US based Timeshare Company.
Understanding client's process and formulating requirements for quality parameters.
Analysing focus parameters and area of improvement of the process.
Developing an action plan based on the focus parameters and implementation of the same.
Handling escalated cases and monitoring calls flow.
Managing customer centric operations & ensuring customer satisfaction; achieving delivery & service norms.
Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets.
Trained in conducting CSAT survey and analysis.
Managing the shift target in terms of Login Hours, Conversion, Breaks, Productivity and Quality.
Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst Team members.

Philipps india ltd

Test Analyst

Nov 2003 – Feb 2005 · 1 yr 3 mos

Create system for reporting of Client Service team results tracking various statistics on a weekly, monthly, quarterly, annual, and year to year basis.
Was handling the testing and punching of the products in JD Edward software before dispatch them to different depots
Coordinating with other departments to identify, research, and develop ongoing standards, tools, resources, leverage able output, with corresponding documentation to enhance their support of Client Service teams.