Experience

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  Mphasis an hp company

  Sept 2007 - Jan 2011

  Incident manager

  Actively performed the role of the INCIDENT MANAGER whose objective is to Monitor and work on various severity incidents (created by the Bank Of America Service Desk) to ensure they are worked and resolved within or as close to the defined SLA and representing the Technology Support Centre, to various functional support groups.NOC (EDS Network Operations Centre) and Governance (BOA & NOC)Helpdesk meetings, Bi-Weekly Touch Point IM meetings and Miscellaneous Severity 1 Bridge line meetings.Worked as a SUBJECT MATTER EXPERT whose objective is to monitor and track tickets created by the Bank Of America Service Desk technicians. Additionally, SMEs provide floor support and handle escalation calls. Reviewing tickets and preparing RCAs for escalations by support groupsResponsibilities included;Driving the efficiency and effectiveness of the Incident Management process by; Monitoring and reviewing all open incidents to ensure progress and resolution according to agreed service levels.Ensure that the information about previous incidents is documented and be readily available to first, second and further line support staff. Monitoring and tracking of incident reports and their associated permanent corrective actions ensuring their completion within the required time frames.To Liaise and consult the Client for on Incident Reports and Trend Analysis to decide upon the corrective actions to be taken for minimizing the incidents.To forecast workload and schedule staff to meet anticipated workload within scheduled turnaround time thereby enhancing efficiency and meeting deadlines.Following up with the customers to get feedback & attending their complaints.Performing Quality Audits (Data,Voice) for maintenance of quality standards for the support provided to the clients. Show less

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  Proval technologies

  Nov 2011 - Oct 2013

  Account manager

  My job entails communicating with clients, team members, suppliers, etc. to ensure that actions and changes, which may affect them, are known. To document commitments and action items and request/create status reports as appropriate in a timely manner. Maintaining performance to established service levels consistent with client commitments. Accept responsibility for achieving stated commitments by ensuring due accountability. Demonstrate effective follow-through and meet measurable objectives according to schedule. Set realistic schedules, assignments, goals and objectives. Meet deadlines and follow through on each commitment within a project to fulfill commitments to the client.Coordinate problem resolution by engaging support resources/teams in a coordinated effort to resolve problems. Facilitate efforts to resolve problems.Escalate issues to resolve, avoid recurrence and close a problem.Identify the resources to which the problem should be escalated. Convey appropriate urgency and importance. Provide accurate, usable information. Show less

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  Ibm

  Nov 2013 - May 2018

  Service management

  Major Incident Management. Managing Major Incidents, ensuring that they are logged, progressed, updated, authorized, expedited and resolved within the scope of the Service Level Agreement. Using MIM experience to pro-actively support the management of High Severity Incidents. Chairing conference calls with participants including Service Managers, Technical Support teams, Clients and Third Parties.  Issuing communications during the progress of a Major Incident.  Assist with development of incident process documentation & incident reports.  Ensuring that appropriate internal and/or Third party escalation occurs Attend daily status calls to provide Incident information to Client's senior management. Show less

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  Hcl technologies

  May 2018 - May 2020

  Associate consultant siam
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  Navisite

  Jun 2020 - Dec 2020

  Customer success manager
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  Accenture

  Dec 2020 - now

  Associate manager service management