Ram Chhetri

Experience

• 

  IBM

  Mar 2007 - Jul 2021

  • Designed and created new knowledge content, ensuring timely reviews and amendments for Service Desk associates.• Collaborated with Project Managers and stakeholders to ensure alignment between released information or products and the Service Desk's scope of support.• Developed an Infrastructure Wide Knowledge Management System (KMS), comprising a Knowledge Management Tool and supporting processes.• Established connections between Quality, Reporting, Measurements, Analytics, and the Continual Improvement Program to update the Knowledgebase based on shared analysis.• Governed daily activities to ensure associates referenced the KMS article numbers when diagnosing, resolving, or referring incidents, while enhancing Infrastructure collaboration in Knowledge Management.• Utilized interpersonal and communication skills to influence Instructional Designers, Process Owners, and Authors in providing updated content for easy reference by Service Desk associates.• Acted as an effective liaison between the Client, Resolver Group, external Vendors, and cross-functional teams to create a central repository or informational portal, increasing awareness of available resources.• Led and facilitated Weekly Knowledge Managers Meetings to address complex issues and promote cross-team learning.• Collaborated with the Training design Team to implement automation for enhancing Service Desk support to end-users. Show less • Managed a 40-person team dedicated to serving a prominent North American Client.• Oversaw the team's performance to consistently surpass the Client's key scorecard SLAs and Individual Key Performance Indicators (KPIs), while maintaining robust business control measures, fostering a positive work environment, and facilitating avenues for career advancement.• Conducted monthly one-on-one meetings with team members to address personal and professional concerns, gathering feedback on how the Organization and its leadership supported their growth.• Effectively communicated individual goals, emphasizing a client-centric approach.• Conducted regular reviews of individual performance metrics, providing constructive feedback to enhance performance for those needing improvement.• Fostered close engagement among team members, building trust and rapport to create a cohesive team dynamic that identified areas for improvement and opportunities for ongoing education, training, and professional development. Show less • Managed escalated calls, complaints, questions, and inquiries as needed.• Compiled comprehensive reports on team members' performance and target achievements, ensuring they consistently exceeded set targets.• Took full ownership of driving process knowledge within the team, end to end.• Managed and ensured adherence to client Service Level Objectives/Agreements (SLO/SLA) on a daily, weekly, and monthly basis.• Continuously monitored team performance, identifying areas for training and development initiatives. Show less

  • Knowledge Manager

    Apr 2018 - Jul 2021

  • First Line Manager

    Apr 2016 - Mar 2018

  • Supervisor/SME

    Jul 2010 - Mar 2016

  • Customer Care Executive

    Mar 2007 - Jul 2010
• 

  Kyndryl

  Aug 2021 - now

  • Plan and execute all phases of projects, from initiation and design to procurement, manufacturing, installation, and commissioning. • Manage projects and identified primary factors influencing the overall financial status of the program, ensuring alignment with set goals such as margins, costs, and revenue. • Utilize Earned Value Management System (EVMS) and LEAN principles to strategize, regulate, and enhance project efficiency.• Planning, designing, and scheduling phases for projects of varying scales, ranging from $2k to $50k. • Identifying program obstacles and effectively communicating possible impacts to the team and leadership is crucial in my approach. • Instilling a culture of teamwork and customer focus is a priority, while leveraging project management processes and tools to define and execute projects efficiently.• Coaching team members on productivity strategies to accomplish challenging goals and collaborating with business leadership to set priorities based on business needs, resource capacity, and risk exposure are integral aspects of my responsibilities. • Manage administrative and daily program operations, ensuring compliance with policies and regulations.• Coordinate meetings between project managers and clients to develop ideas, discuss progress, and set goals. • Facilitating discussions among project stakeholders regarding deliverables, schedules, and conflict resolution is part of my routine. • Diligently carrying out day-to-day duties and implementing performance improvement strategies for continuous enhancement are also key facets of my role.• Identifying bottlenecks and providing strategic direction for problem-solving, interfacing with business analysts, developers, and technical support to determine optimal requirement specifications, and preparing detailed reports on project specifications and activities are ongoing tasks. Show less • Oversee the Service Portfolio Management process concerning the Service items listed in the catalog.• Coordinate end-to-end Service Portfolio Management across different regions and from a global IT standpoint.• Spearhead Service portfolio review meetings with clients and their representatives to present approved ideas for consideration and project adoption.• Manage an inventory encompassing active, discontinued, and retired services and projects in the service catalogue.• Provide comprehensive reporting on Service portfolio management activities.• Ensure the service catalog process is initiated to approve, modify, or remove Services within the Service portfolio.• Curate an inventory encompassing ongoing, concluded, and retired Services and projects.• Forecast the anticipated benefits upon the adoption and delivery of Projects.• Craft recommendations for updating or modifying the Service Portfolio based on analysis and insights gathered. Show less

  • Automation Project Manager

    Mar 2022 - now

  • SIAM- Service Portfolio Manager

    Aug 2021 - Feb 2022