Gopika S S

Team Manager

UST Global Trivandrum

Trivandrum, Kerala

10.2018 - 01.2025

Managed and led a high-performing 17-member Network Operations Command Centre (NOC) team to monitor critical systems, ensuring uptime and operational efficiency.
Collaborated with clients to transition a new project, successfully revamping the monitoring environment for three business units. Developed and maintained project plans, timelines and budgets.
Organized client meetings to provide project updates. Worked closely with clients to understand more areas of scope for the team and had incorporated new tasks and activities for the team.
Developed and monitored key performance indicators (KPIs) to assess team effectiveness. Coordinated daily operations, including assigning tasks, tracking attendance and approving time off requests by ensuring team adherence to company policies and procedures.
Directed Incident, Problem and Change management processes to address and resolve issues efficiently.
Implemented process improvements that reduced system downtime and streamlined operations.
Maintained records of all documents related to the project, including standard operating procedures (SOPs), performance trackers, priority matrix, resource utilization, weekly and monthly reports and accurate records of personnel files, including payroll information and updated employee records upon changes in status or position.
Provided regular reports to senior management on team performance, challenges and strategic recommendations.
Facilitated weekly team meetings to discuss progress, address challenges, relevant updates and plan future activities.
Held regular one-on-one meetings with employees to review performance and priorities, provide feedback and motivate team members to consistently achieve or exceed performance expectations.
Ensured that the quality of tickets is maintained by calculating the SLAs and reviewed completed work to verify consistency and conformance.
Conducted root cause analysis to develop corrective action plans and coached the team for success by using corrective action processes.
Developed and maintained monthly rotational shift rosters to maintain operational standards each day. Created shift schedules and coordinated with team members to maintain sufficient staffing levels during employee absences.
Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
Encouraged continuous learning and professional development within the team, facilitating external and internal training opportunities.
Reviewed candidate resumes and scheduled and interviewed potential new hires. Recruited and trained new employees to meet job requirements.
Recognized and rewarded team and individual achievements, boosting morale and motivation.
Created and managed budgets for travel, training, and team-building activities.
Recognized by management for providing exceptional customer service.
Facilitated the resolution of conflicts between team members when necessary.

Summary

Overview

Work History

Team Manager

Education

Bachelor of Science - Electronics And Communication Engineering

Skills

Affiliations

Languages

Accomplishments

Certification

References

Timeline

Team Manager

Bachelor of Science - Electronics And Communication Engineering

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