Open to opportunities

Santanu Paul

@santanupaul

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Highly experienced Senior Product Operations Engineer

India

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What I'm looking for

Looking for a challenging role that leverages my technical expertise and leadership skills to drive business growth and success.

As a seasoned Senior Product Operations Engineer with over 12 years of expertise, I have a proven track record of optimizing product workflows, aligning engineering with operations, and facilitating smooth product launches. My proficiency in driving operational efficiency, refining product delivery processes, and working cross-functionally to streamline deployment pipelines has yielded significant results.

With a strong background in troubleshooting complex technical issues and optimizing workflows, I have successfully improved customer satisfaction through ongoing management process improvements and upholding high operational standards. My experience in managing cross-functional teams and stakeholders has equipped me with the skills to drive results-oriented solutions and exceptional service.

Throughout my career, I have demonstrated my ability to work in fast-paced environments, think critically, and communicate effectively with both technical and non-technical stakeholders. I am passionate about staying up-to-date with the latest industry trends and best practices, and I am excited to leverage my skills and expertise to drive business growth and success.

Experience

Work history, roles, and key accomplishments

Senior Product Ops Engineer

Plivo

Dec 2022 - Sep 2023 (9 months)

Led the end-to-end product delivery and operations for A2P 10DLC in the US market, optimizing workflows and ensuring compliance with carrier guidelines. Managed relationships with partners and conducted regular business reviews to drive continuous improvement.

Product Operations Workflow Optimization Compliance Management Technical Troubleshooting Stakeholder Management SQL API Integration Project Management Documentation

TechOps Lead

Bidsquare

Jan 2021 - Nov 2022 (1 year 10 months)

Founding member of the TechOps team for an online auction platform, overseeing product upgrades and leading regression testing. Collaborated with cross-functional teams to enhance product features and resolve technical issues.

Tech Ops Regression Testing Agile Methodology SQL Data Analytics Cross Functional Collaboration Documentation Customer Support AWS

Lead Service Analyst

OLR Consulting

Jan 2017 - May 2019 (2 years 4 months)

Led the AMS Support Team, managing incidents and ensuring timely resolution of issues for Oracle Retail Business. Developed knowledge base documentation and mentored new team members.

Incident Management Team Leadership SLA Management Documentation IT Support ServiceNow Oracle Knowledge Base Stakeholder Engagement Process Improvement

Technical Support Engineer

HPE

May 2014 - Nov 2016 (2 years 6 months)

Provided first-level support for IT infrastructure issues, managing hardware and software configurations. Ensured high response rates and contributed to team growth through training.

Technical Support Infrastructure Active Directory Ticketing Systems Hardware Incident Management Customer Service Training Troubleshooting

Service Desk Analyst

IBM India

Mar 2012 - May 2014 (2 years 2 months)

Served as the first point of contact for IT-related issues for IBM employees in the US and Canada, managing account setups and providing troubleshooting support.

Account Management Troubleshooting Ticketing Systems Customer Service Incident Management Communication Skills