Asha Revanna

Experience

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  Sitel Group

  Jun 2008 - Jun 2009

  Technical Support Engineer

  Client - AOL ( UK)* First point of Contact to AOL Users* Worked on inbound, outbound calls and logged tickets based on the issue with proper CSI* Worked on Incidents and Service requests.* Troubleshooting on routers and modems.* Co-ordinating with Other internal team to fix the issues with Modem and Routers

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  First Source Solution

  Jul 2009 - Aug 2010

  Customer Service Representative

  Client - Talk Talk (UK)* Worked on Inbound and Outbound Calls* Troublseshooting on Routers* Created a positive customer support experience that builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling Users with a consummately professional attitude* Ensures the end-to-end User experience and provides a single point-of-contact for the User.* Analyzing and resolving incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the User communication is complete. Documents resolutions and updates self-help and staff knowledge bases* Worked as SME and guided the team on how to handle the requests and tickets Show less

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  Tata Consultancy Services

  Mar 2011 - now

  * Problem investigation and diagnosis.* Identifying underlying causes of incidents and preventing recurrences.* Developing workarounds or other solutions to incidents.* Submitting change requests to change management as required to eliminate known problems.* Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with change management, incident management, and configuration management.* Creating tasks to work on the problem resolution* Problem resolution and closure* Analyzing historical data to identify and eliminate potential incidents before they occur.* Identifying users to actively monitor and oversee the problem resolution process Show less * Evaluates the impact and decides the priority and applies the same on the MI. Ensure the Stakeholders are informed about the Major Incident* Ensure the Stakeholder communications are sent at regular intervals as agreed.* Driving the efficiency and effectiveness of the Major Incident Management process* Creating and maintaining procedures for Major Incident Management.* Producing information to the management on the MI’s including reports as and when required.* Ensure all the teams follow the Major Incident process effectively for every MI.* Ensure that the MI processes and tools are integrated with other processes* Ensure that the process is defined, documented, maintained and communicated at all levels within the organization.* Providing adequate training on the MI process to all the teams in the organization* Ensure proactive measures are taken in avoiding MI’s in future to reduce the adverse effect on the Business Show less Client : RoyalhaskoningDHV (UK, Belgium and Netherlands)*Managing a team of 18 ServiceDesk Engineers (L1 and L2 Teams).*Support for 24/7/365 days.*Assure that all team members understand their roles and accept their responsibilities*Develop a strategy the team will use to reach its goal*Listen to team members' feedback*Facilitate problem solving and collaboration*Provide any training that team members need*Monitor team member’s participation to ensure the training they providing is being put into use, and also to see if any additional training is needed*Auditing on 3rd Party Tickets and SLAs.*Audit Incident and Service Request tickets.*Update Calibration document and circulate to the team members and give sessions on the outcome of the audit. *One to One discussion with team members regarding the Call Monitoring and Email tickets.*Giving opportunities to team members to learn new technology from other technical teams.*Ensure that all the tickets are auctioned on the same day.*Encourage creativity, risk-taking, and constant improvement*Recognize and celebrate team and team member accomplishments and exceptional performance*Manage the flow of day-to-day operations.*Ensure that Trend Analysis is on place and update the team on the report.*Create reports to update the company on the team progress*Make sure all the ITSM Tickets and the Incident tickets are up-to-date.*Ensure that the team Achieves First Time fix SLA.*Proactively check the incidents and assign the tickets to the engineers.*Provide status reporting of team activities against the program plan or schedule*Keep the project manager and product committee informed of task accomplishment, issues and status*Escalate issues which cannot be resolved by the team*Provide guidance to the team based on management direction*Recruit Service Desk Technicians and conduct IT Induction Providing the Organization and SD Documents* Taken Initiatives to interview Team Members for other internal teams. Show less

  • Incident Problem Manger

    Jun 2018 - now

  • Major Incident Manager

    Apr 2016 - May 2018

  • IT Service Desk Manager

    Mar 2011 - Mar 2016