RAVIRAJ KULKARNI

Experience

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  Sutherland Global Services

  Oct 2004 - May 2006

  Senoir Technical suppport ( Level 2)

  • Manage a team of 20 members. • Catering Technical needs of the team and meet key parameters like AHT, FTR & C-SAT. • Assisting the training team in identifying training needs for the group and provide feedback. • Auditing calls using NICE and giving feedbacks to agents and informing them on the areas of improvement regarding their technical and call control skills.

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  Unisys Global Service Ltd, Bangalore

  May 2006 - Jan 2009

  Information Technology Team Lead

  • Managing and mentoring a Team of 20 agents. • Monitoring the Call list to ensure timely actions are taken.• Consistently achieving Client SLAs. • Single point of contact for all escalation.• Providing Technical Support.• Preparing Training material to train new hires.• Reporting on weekly and monthly performance.• Attending Client conference calls to escalate process issues and discuss performance.

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  Unisys Global Service India

  Jan 2009 - Aug 2011

  • Managing a team of 20, ensuring team excellence and adhering to tight SLA targets such as AHT, Not Ready.• Real time auditing of Tickets and giving feedbacks to agents and informing them the areas of improvement.• Working on High Priority mails that have critical time frame and passing it to the concerned department for further action to achieve the SLA.• Mentoring and assisting new hires. Break management and Queue management using AVAYA. • Assisting the training team in identifying training needs for the group and provide feedback. • Providing feedback to management on Team’s Performance.• Recognize and celebrate team accomplishments and exceptional performance Show less

  • Information Technology Team Lead

    May 2010 - Aug 2011

  • Service Delivery Coordinator

    Jan 2009 - May 2010
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  Netenrich, inc

  Oct 2013 - Jun 2017

  Associate Operations Manager

  1. Project Governance - Weekly/Monthly management/Client reviews2. Maintain Project document and schedules.3. Planning and assisting in onboarding new Project/Client.4. Single point of contact for user escalation and Providing RCA and CAP5. Overseeing all Incidents and service requests for timely completion6. Provide input to Quality of service7. Perform trending and analysis of incidents to proactively identify problems & Service Improvements 8. People Management: Directly managing IM, PM & SD operations.9. Team schedule & people issues, Monthly/Quarterly reviews.10. Hiring & conducting team, performance appraisals, prepare development plans for direct reports.11. Proactively addressing gaps in the process and addressing them proactively to stop the escalations. 12. Preparation of MSR and QSR Presentation. Show less

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  Cloud4C Services

  Jun 2017 - now

  Cloud Managed Services CRM Manager

  1. Coordinate and assist in the creation and distribution of client communications (e.g., upgrades, enhancements, new features, etc.) 2. Incident Management of High Severity Incidents-Outage Management 3. Initiate Bridge Calls and Outage handling to ensure uptime of infrastructure and SLA.4. Involving in Change Management CAB meeting and activity with all stake holders and drive the bridge till the change is successfully completed. 5. Established and maintained relationships with COE and TSM’s Technical Leads and other key Members of accounts to stay aware and learn the accounts better daily. 6. Achieving team productivity on time to time basis and also reviewing the engineer’s productivity on timely basis. Guiding the team in achieving the team productivity all the time by giving support from CRM handling customer complaints or any major incidents, such as a Server down P1(Critical) P2 (High)7. Handling the assigned tasks effectively without having any deviations. Owning some additional responsibilities like Shift Roasters. 8. Managing outage tracker, L1 score cards, Redfalg reports, Delay tickets review, Onboarding of new joiners ( User id &Password creations) VOIP, Scheduling Trainings for engineers. Additional IT related issues for entire NOC & Key Support. 9. Conducting BCP Drill for internal and external customers. 10. Closing multiple COE dependency tickets by taking customer on call and providing inputs as per the request from customer. 11. Handling Escalations manage key business metrics like SLA's and CSAT 12. Run reports & conduct a thorough analysis of SLA misses. Drive Continuous Improvement in the team along with metrics improvement 13. Generate dashboard and scorecards for the Team for review. ? Performance management and appraisals for the entire Team. 14. One-One with the team and scheduled Monthly Team meetings. Show less