Experience

• 

  Hutchison global services pvt ltd

  Sept 2005 - Aug 2012

  Technical team lead

  ~ Key Result Areas ~•As a team lead was responsible for the technical training and development of the team.•Was a part of the Service Excellence and Service Improvement team for the departments (Billing, Postpaid, Collections, Sales, Upgrades, Retail Support)•Have been a part of all the departments in 3 in my term with the organization.(Billing, Postpaid, Collections, Sales, Upgrades, Retail Support)•Was responsible and accountable for Customer Satisfaction (CSAT) and Customer Dissatisfaction (DSAT) surveys.• Was responsible for the SLA's ,quality for the departments i worked in.• Handled mobile device technical troubleshooting for Calls, Messages, Network, Roaming, Emails, Camera, etc.• Handled customers mobile device Upgrades, Retentions, Billing & Payment related escalations and complains if the level 1 couldnt handle them.•Ensure the team is well trained technically on handling incidents/calls/requests/emails. •Co-ordinate with the Quality team as well as do monitoring for the team to ensure that the work done is as per the company standards. •Provide feedback to team members in PIP and ensure they get the required technical or any other training needed to move up the learning curve. Show less

• 

  Mphasis

  Sept 2012 - Dec 2017

  Principal infrastructure engineer

  Key Result Areas ~•Creating new hire account, managing account termination, password resets & unlock on SAP Modules and for Blackberry•Facilitating meetings, project reviews, conference bridges and on-line meetings to disseminate and drive changes; troubleshooting in-house and L1 errors on MS SharePoint, MS Lync 2010 and other Microsoft Technologies•Following escalations and change control processes, monitoring progress, conducting systems analysis sessions and tracing risks & mitigating the same while executing requirements study and estimation•Troubleshooting device, blocking / wiping lost or compromised devices in mobile iron, mobile device Troubleshooting, Blackberry troubleshooting BB devices on BB10 and BB5 servers•Defining Service Catalogue, SLAs & control processes, specifically for Change and Deployment; deriving and implemented suitable metrics at various levels, to effectively ensure the delivery of service•Making policies for whitelist / blacklist email address or domains creating new mailbox, creating main boxes for existing user, shared / resource mailboxes, generating contacts, modifying DL and assigning permissions to the same•Monitoring progress of the project as per schedule / budgets, and ensuring timely completion & delivery to the client•Deleting & creating Lotus Notes accounts, group mapping, and recertifying ID files, registering new user and device•Delivering SLA based services for operations management and confirming compliance with the policies/processes linked to service transition, implementation and operation of outsourcing services•Keeping up-to-date of changes that can affect customers Show less

• 

  Randstad india

  Jan 2018 - Dec 2020

  System administrator

  Projects worked on:• Service Request automation: Credited for Service Now Request Automation which contributed to reducing 42% of manual work that was done by the Helpdesk.• Workflow and Process management project: Implemented Knowledge management workflows in Service Now along with Incident/Request/Change/Problem management process in Service now.• Support plan Automation/ Service Introduction: Defined the Support plan process, with the backend workflow and automation. End to End support process for Applications / Services owned by Service/Solution/Business owners, so that their services or applications get the required support from all support groups on Service Now.• SLA 2.0 : Updated SLA’s on Service Now, removing the gaps and errors in the gaps in the old SLA’s.• Knowledgebase revitalization: Automated the notifications for recertifying KBAs and Expired KBAs. This was via the Knowledgebase revitalization project. This will ensure that the knowledgebase is well maintained as per the company standards and defined process, I have provided guidance to internal teams in knowledge management documentation whenever needed.• Happy Signal : Successfully implemented Happy Signals within Business and IT • VIT Communication: Improvisation of communication sent to key stakeholders, employees, business and customers from Internal IT.• Software licensing (asset management): Built the entire Asset management process from scratch with needed automation as it was managed manually for more than 15 years.• Knowledgebase upgrade : Upgraded the Knowledgebase from current version 2 to version 3 • Employee Service Portal upgrade: Built and developed the Employee service portal with latest enhancements making it easy to use and accessible.• TITAN project: As a Transition manager transitioned the level1(Service Desk) with the level 2 teams from external service provider to Varian team. Have worked with the Justin team and Internal Service now team on the entire enhancement Show less

• 

  Cognizant

  Apr 2021 - Jan 2022

  Remote desktop lead, itsm manager, crosss funtional lead, smo lead

  Remote Desktop lead (RDS lead)-As RDS lead i am responsible for the RDS activities carried out by the RDS offshore team based in India. This includes end to end infrastructure support to end users remotely until it requires physical exchange or replacement.As ITSM manager - Responsible for ITSM processes - Incident, Major Incident, Problem, Change, Service Request & Knowledge.Change manager , member of CAB, Major incident manager.Cross functional lead- Coordinate with the teams for the ITSM processes, ensuring these are followed by the teams, through internal audits on the different modules (incident, service request, change, problem)Handle CSAT (customer satisfaction). Show less

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  Fujitsu

  Jan 2022 - now

  As a service manager, i am responsible for the smooth operations of our service department for a heightened level of customer satisfaction. This includes leading a team of service professionals to deliver outstanding service experiences while optimising efficiency and productivity. Responsible for continous customer service improvement (CSI), Employee engagement to enhance service delivery, develop systems and processes that increase service quality which in turn increases customer satisfaction CSAT. Show less • Successfully completed Service Management Metrics project – Internal process defined to be followed by different countries for all ITSM processes on Service Now.• Successfully completed Academy project – Internal platform for employees to enroll for training provided by Service Now, SAP, Microsoft, completed the feasibility analysis.• Taken over responsibility as a Service Now platform owner – Responsible for the entire Service Now instance, signing contracts with new countries and their customers, getting ICA signed by legal, finance, etc. Getting customers onboarded by the Service Now team, promoting automation and getting them implemented, ensuing BAU support for the onboarded customers.• Part of the Service modernization & Service Improvement team: Created the operations process flow for the NOC team. Created finance process flow for the Finance team. Worked with the automation team on automating tasks performed by level 1 teams to reduce time spent on task completion (use of chatbot to suggest Knowledge articles for self-service, auto resolution of child incidents on closure of parent incident, etc) Show less

  • Service Delivery Manager

    Apr 2024 - now

  • Service process manager

    Sept 2023 - Apr 2024

  • Project Manager

    Jan 2022 - Sept 2023