Experience

• 

  Ncr corporation pvt ltd

  Jun 2006 - Dec 2013

  Team leader - remote monitoring and management

  Key responsibilities as Team Leader: Incident Management Overseeing entire daily operations and ensuring it is being performed as per agreed TAT  Tracking of incidents based on the criticality to the ATM availability. Prioritizing the incidents & initiating action as per incident nature In-charge of reports and documentations and their timely delivery.  Working on open incidences i.e. more than 8hrs or 12 hrs. Continuously following up with network service providers and FLM vendors as well as 1st level and 2nd level team. Escalating pending calls for FLM / link issues / SLM to various levels internally & vendor till incident closure. Escalating Long Pending issue to the customer which are pending from the customer itself.  Effectively handling 2nd level customer escalations. Proactive and predictive analysis and recommendations.MIS and Database Efficiently contributing on MIS and Frequency reports. Utilizing an EDW business object tool for ATM channel performance reports Generating Daily/monthly performance report for customer & sharing it with internal & external customer Extracting report for measuring the performance of SLM/FLM vendors. Successfully shouldering the responsibility of ATM & Network Device database creation, maintenance, and integrityVendor/Customer Management Generating various reports to measure vendor performance. Reviewing the Vendor performance & identifying /communicating the area of improvement. Regular Meeting with vendors, internal & external customer.  Sharing the feedback/suggestions with them to maximize the UPTIME. Team Management Managing Incident Management team of 15 Associates monitoring ATM’s. Manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the requirement. Show less

• 

  Zicom electronic security systems limited

  Dec 2013 - Oct 2016

  Supervisor - zicom electronic security system ltd.

    Overseeing entire daily operations and ensuring it is being performed as per agreed TAT. Managing team of 30 Associates who is responsible of Monitoring CCTV camera, DVR, E-alert network by using advance monitoring tool A-track and IVMS for customers like PNB ATM, HDFC ATM, SBI and ICIC ATM. Also responsible for monitoring E-alert service for customer Mimi Muthoot, Bharti Retail, HDFC Ergo, HSBC…etc . Monitor operators Quality and the scores would be published on weekly Basis Identifying gaps in the current process and informing the superiors on the same or plugging. Any Negative Feedback/sleeping during work hours/Appreciation/positive feedback. Monitoring operational metrics (Handling alerts). Ensuring that the team is following the process. Conducting fortnightly briefing sessions with the operators and publishing the MOM. Team productivity Report published weekly to BU head and managers.  Maintaining and updating customer installation details and I-alert service agreement details. Responsible for generating Daily dashboard report. Preparing weekly / monthly MIS Reports. Scheduling the shift timings of entire team according to operation requirement. Show less

• 

  Kalyx infotech pvt. ltd. at client - intelenet global services

  Oct 2016 - now

  It helpdesk manager

   Overseeing entire daily helpdesk and incident management operation, providing direction to a staff of 36 Global Service Desk (GSD) associates to ensuring proper support is being provided. Monitoring incoming calls/Emails /portal tickets along with daily incidents (P1&P2) and helping team in escalation/follow-up with resolver team. Monitoring incident outages/ notification/ report sent by team and maintaining quality and accuracy of the same.  Handling bridge calls for effective coordination, incident resolution and service restoration. Ensuring incident record is fully updated prior handover to problem management. Coordinating with resolver team to determine root-cause of issue by analyzing incident and trends.  Arranging weekly review calls with respective location SDM and SME for various issues Ensuring VIPs users will receive the highest level of service. Maintaining Employee work schedules to maintain the proper amount of support of the 24/7 work environment. Serving as first point of escalation for user’s concerns Show less

• 

  Gravitas global solutions pvt. ltd.

  Apr 2019 - now

  Service delivery manager