Sunay Kuntawala

Experience

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  Credo World School

  Jun 2017 - May 2019

  Transport and Maintenance Executive
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  Flipkart

  Aug 2019 - Nov 2019

  Last Mile Operations - Executive
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  DHL SmarTrucking

  Jan 2020 - May 2021

  Control centre Executive
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  Glimpse Analytics

  May 2021 - Dec 2023

  Associate Operations Manager
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  Protean eGov Technologies

  Mar 2024 - now

  Technical Operations Manager

  Team Management: Oversees a team of technical support professionals, providing guidance to ensureoptimal performance.SLA Compliance: Monitors and enforces adherence to SLAs, ensuring that service commitments are metor exceeded.Ticket Management: Manages the ticketing system, ensuring that all tickets are appropriately assigned,prioritized, and resolved within agreed-upon timeframes.Process Improvement: Identifies areas for process improvement within the technical support workflow,implementing changes to enhance efficiency and customer satisfaction.SOP Development: Develops and maintains standard operating procedures (SOPs) for common technicalsupport tasks, ensuring consistency and quality in service delivery.Quality Assurance: Conducts regular quality assurance reviews of support interactions and ticketresolutions to ensure accuracy, effectiveness, and compliance with established standards.Performance Monitoring: Tracks team performance metrics, analyzes trends, and implements correctiveactions as needed to address performance issues and optimize productivity.Escalation Management: Handles escalations from the technical support team, routing them toappropriate resources for resolution.Cross-Functional Collaboration: Collaborates with other departments, such as product development orcustomer success, to address technical challenges and improve overall service delivery.Training and Development: Coordinates training programs to ensure that team members have thenecessary skills and knowledge to perform their roles effectively, staying abreast of technologicaladvancements and industry best practices. Show less