Vikram Rana

Experience

• 

  IBM

  Sept 2008 - May 2010

  Technical Support Representative

  • Responding and troubleshooting customer queries over the phone/email/chat based on the guidance and quotes provided by the support teams. • Maintaining team statistics as per portfolio requirement, maintaining data for presentation with the team, handling new joiners for on-job training.• Designed research presentations on various opportunities, leads, competitors, and market trends which would facilitate the higher management and business development heads to design corporate strategies.• Knowledge base for supporting customer/client issues on products and services offered by IBM. Administered making and authorizing changes as per process requirements. Show less

• 

  Tech Mahindra Business Services

  Jul 2010 - Jan 2013

  Technical Support Executive

  • Responsible for defect/ incident management. Interaction with Level 1 for production maintenance and with Level 3 for hotfixes and production release.• Guide and mentor Level 1 support team to manage the day-to-day operations.• Working on reported issues as per the priority defined by the level 1 support team.• Working with key stakeholders to prioritize and action production issues.• Managing a team of 10 members to support incident and problem management activities.• Interacting with customer/ third party to maintain the configuration management database.• Preparing the RCA documents and knowledge management database as a ready reference for level 1 support teams. Show less

• 

  Cybage Software

  Jan 2013 - Feb 2016

  Support Executive - Service Management Project

  • Conducting workshop sessions with process owners, stakeholders in person and via remote. • Analysing business process/project requirements in order to design the solution and build solution prototypes using the client support tool (Ning). • Ensuring the process requirements are feasible to translate onto the platform. Suggesting and incorporating business process improvements. • Developing a solution based on the signed-off requirements. • Perform user acceptance testing.

• 

  Mastercard

  Feb 2016 - now

  Leads operations across a specific product, region and/or customer base for business (B2B) and enterprise (B2E) customers that have product and service agreements with MastercardDevelops and implements policies, procedures, support strategies and global governance standards around customer support correspondence to ensure high quality and holistic issue resolutionLeverages technical expertise and expert-level understanding of Mastercard products/services to support integrations and expansion efforts for supported product, region and/or customer base ensuring that customer 'voice' is prioritizedEnsures compliance with regulatory procedures, information security requirements and legal policiesCommunicates with and supports customers to build strategic relationships and ensure customer satisfaction and retentionDefines Key Performance Indicators and oversees reporting on metrics to measure customer service performance and facilitate capacity planningEvaluates Global Contact Center performance to identify operational inefficiencies and implements process improvement initiativesPerform financial planning, forecasting, and budget tracking; resource and capacity planning for teamFormally supervises and coaches a large group and/or teams and ensures compliance to goal setting and performance appraisal processHelps identify and coach top talent within own teams Show less • Working closely with business owners to understand requirements and translate those into detailed technical requirements that are used for delivering new features and functionality.• Delivering artifacts as needed - including functional requirements, use cases, user stories, tasks, logical data models, workflows, etc. • Performing incident and problem analysis and providing documentation to support teams.• Successful track record interfacing, communicating and reporting complex or strategically important acceptance challenges with Mastercard customers.• Driving process improvement harmonization and effectively managing BAU work.• Demonstrating success leading day-to-day efforts to reduce technical declines and close acceptance gaps.• Building and leveraging collaborative working relationships with internal and external partners across teams.• Make process improvements recommendations and suggestions to the manager.• Preparing and documenting knowledge management articles and training videos for future reference and new joiners. Show less • Working with key stakeholders to prioritize and action production incidents and problem issues for multiple financial institutions globally. • Participate in meeting calls with customers/ internal teams to discuss production issues. Keeping stakeholders informed of the overall status of production issues.• Gaining functional knowledge of financial transaction tools like CAMS, BASE24, Portfolio Viewer (Fraud detection tool), ACI Desktop (EPS, ATM). SQL Developer for extracting data, analyzing reports, and implementing fixes. • Performing incident and problem analysis and documenting same for support teams.• Analyzing business process/project requirements in order to design the solution and build the solution.• Perform user acceptance testing.• Helping monitor and track progress of tasks and coordinate overall incident/problem management. Maintaining focus on high-quality deliverables, while working under pressure situations to meet SLA's in the production and support environment. Show less

  • Manager - Customer Technical Services at Mastercard

    Apr 2022 - now

  • Senior Acceptance Technical Optimization Analyst

    Oct 2018 - Apr 2022

  • Senior Associate Engineer

    Feb 2016 - Oct 2018