Manjunath N

Experience

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  Network Solutions Pvt. Ltd. - An IBM Company

  Mar 2005 - Mar 2006

  Support Engineer

  Describe your position

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  Verifone

  Mar 2006 - Feb 2013

  IT Operations Analyst

  Describe your position

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  AXA Technology services

  Mar 2013 - Mar 2017

  Assistant Manager

  OPERATIONAL Function Manage team of 14 members in different location for IT technology requirement / request. Manage KPI’s for individual team member and for complete team Ensure SLA is met for both Incident and request. Hands on Desktop\Laptop Support for VIP / Executive users for their technical issues and also the point of contact and for exec users. Ensure appropriate contingency plans are in place by having cross training planning in place for team to eliminate operational risk. Ensure highest quality of customer service. Investigate the complaints received in a timely manner and take appropriate steps to avoid the same in future. Implement methodologies to improve on technology support, manage customer perceptions, and build strong internal relationships. Choose appropriate technology and innovation to maximize the Management IT support effectiveness with optimal cost. Provide guidance to the team on technical and process for resolving the issue and avoid escalations / breach SLA’s Resolve all escalated issues and/or escalate issues to the senior management as and when required. Ensure effective capacity planning and proactive approach for envisage issues and concerns respective to equipments and devices with key executives. Initiating the process where the current process requires improvement which in turn improve the productivity and also achieve the process what is expected. Ensure we deliver the results or achieve the SLA as defined and also ensure team is ready to perform beyond the defined SLA with minimal efforts. Motivating the team members, mentoring them whenever they require assistance and also provide support whenever they are in need of. Ensure BCP readiness from workplace service operations to ensure we deliver as expected for BCP activity and available all the time during Pre BCP test, Actual BCP test or when an emergency DR is initiated when required. Show less

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  Capgemini

  Mar 2013 - Dec 2022

  Senior Consultant

  OPERATIONAL Function Manage team of 14 members in different location for IT technology requirement / request. Manage KPI’s for individual team member and for complete team Ensure SLA is met for both Incident and request. Hands on Desktop\Laptop Support for VIP / Executive users for their technical issues and also the point of contact and for exec users. Ensure appropriate contingency plans are in place by having cross training planning in place for team to eliminate operational risk. Ensure highest quality of customer service. Investigate the complaints received in a timely manner and take appropriate steps to avoid the same in future. Implement methodologies to improve on technology support, manage customer perceptions, and build strong internal relationships. Choose appropriate technology and innovation to maximize the Management IT support effectiveness with optimal cost. Provide guidance to the team on technical and process for resolving the issue and avoid escalations / breach SLA’s Resolve all escalated issues and/or escalate issues to the senior management as and when required. Ensure effective capacity planning and proactive approach for envisage issues and concerns respective to equipments and devices with key executives. Initiating the process where the current process requires improvement which in turn improve the productivity and also achieve the process what is expected. Ensure we deliver the results or achieve the SLA as defined and also ensure team is ready to perform beyond the defined SLA with minimal efforts. Motivating the team members, mentoring them whenever they require assistance and also provide support whenever they are in need of. Ensure BCP readiness from workplace service operations to ensure we deliver as expected for BCP activity and available all the time during Pre BCP test, Actual BCP test or when an emergency DR is initiated when required. Show less

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  Wns Global Service PrivateLimited

  Dec 2022 - now

  Senior Group Manager