Mayank Mishra

Experience

• 

  OneStopShop

  May 2008 - May 2010

  Team Lead

  Handled escalated customer calls for multiple platforms including air, rail and website releated queries.Ensured timely and appropriate internal and external communication occurances throughout the incident.Analyzed and reported support metrics and trends to all related stakeholders.

• 

  Sutherland Global Service Limited

  Jun 2010 - Apr 2012

  Senior Associate

  Responsible for designing and implementing client focused processes.Handled all POC for first escalations matrix.Maintained and updated service documentation to reflect changes in service encountered - driven by incident handling.Developed and maintained a knowledgebase to assist all resolving issues.

• 

  Continuum Managed Solutions

  Aug 2012 - Dec 2018

  Team Lead

  Responsible for managing team, services and clients on 24*7 basis while handling the team and customers across the multiple continents.Managed daily operations, providing guidance, mentoring the team, conducting performance reviews.Conducted quality assurance initiatives, monitored support calls and task to ensure staff for delivering quality information while providing timed, professional and effective support to the clients.Performed in-house traninig session thus enhancing skill sets which impacted 60% improvement in performance.Developed, implemented and documented the necessary metric processes which ensured high consistent performance in all service task. Show less

• 

  Netmagic Solutions (An NTT Communications Company)

  Apr 2019 - Nov 2021

  Assistant Manager at Netmagic Solutions (An NTT Communications Company)

  Managed NOC (private & shared) setup supporting multiple customers while handling a team of support engineers and managed shift across the locations and multiple domains for the same.Responsible for handling outages, high severity effectively by engaging the right resource at the right time while handling customer’s escalations on call and mail, chasing respective domain teams to solve the issue within defined SLA ( Service Operation related Issues for all domains).Extended coordination with Customer, Business team, Sales managers, Tower Heads, L3 engineers, Facility team and remote hand support engineers for resolution of any escalated task while Identifying the need for technical expertise and arranging the training sessions to overcome technical challenges.Working in 24x7 environment. Managed and heading Scrum meetings with different teams and across platforms using JIRA to discuss and arrange a common solution.Functioned as single points of contact for the infrastructure needs of customer request. Also ensured that there is proper proactive monitoring done by support desk for NOC network links, NOC core routers and switches, customers network devices and systems, customer URL and application.Ensured that project goals and timelines are communicated to all appropriate team members and stakeholders while ensuring that team follows the defined scope and the appropriate deliverables/activities.Communicated project status and risk management with all stakeholders maintaining the transparency and clarity of process. Show less

• 

  Doyen Infosolutions Private Limited

  Nov 2021 - now

  Service Delivery Manager at Doyen Infosolutions Private Limited