Khaled Mukarrum Khan

Experience

• 

  Wipro Bpo Services Private Limited.

  Jun 2013 - Jan 2014

  Associate

  Provide technical support to international customers (C to C).

• 

  Minvesta Infotech Limited

  Jun 2014 - Nov 2016

  Analyst

  Worked as Quality Checker for Clinet Google Inc.As a quality checker, need to be thorough with all the policies so as there are no discrepancies in work.QCing data which is modified\created by operators in google maps.Auditing is done via help of google admin tool which lets us know the changes made in the database.Provide training/refresher sessions to the operators whenever necessary. This helps us in mentoring them whenever the operators work on new projects.Time to time feedback is given to the operators to improve their score cards as well as to maintain a neat database to avoid repetition of errors. Show less

• 

  C3i Solutions

  Dec 2016 - Oct 2021

  SME

  Worked as SME/Sr. Specialist.Act as knowledge lead for the complete desk who has knowledge on all the products.Involved in onboarding new products & conduct KT sessions for the same.Report Service Disruptions \ Outages to command center team whenever applicable.Work with clients to get latest updates, resources, knowledge articles to make sure the same can be passed on to helpdesk & keep them up to date knowledge wise.Perform RCAs on escalations received and prepare CAPAs based on observations.Contribution to improvising knowledge articles based on relevant updates & confirmed resources.Involved in hosting monthly meetings with service delivery management & Tier 2 teams to perform health check up of work being done at desk, discuss coming activities \ changes & shift left opportunities.Involved in interview screenings (process \ knowledge level screenings).Involved in adhoc tasks such as pulling data and creating reports, creating presentations, adhoc requests from clients to work on priority cases, etc.Involved in identifying potential candidates and preparing them to next level roles. Show less

• 

  Cognizant

  Nov 2021 - now

  Technical Lead

  Involved in all Team Lead activities such as team management, team performance review, adhoc approvals, monitoring volume metrics, leave request management, resource management, etc. Involved in all SME activities such as, onboarding products, KT sessions to the desk, owning products & metrics related to it.Other SME activities also include performing RCAs and providing CAPAs, reporting service disruptions \ outages, hosting health check up meetings with service delivery management & tier2 owners etc.Involved in all QA (Quality Audit) activities where I will be performing weekly audits and providing timely feedback and identify bottom performers and come up with plans to improvise their quality of work.Involved in other adhoc tasks such as creating reports, creating presentations, participate in hiring, etc.Involved in training activities such as on boarding new hire batches, conducting refresher session, conducting KT sessions, etc Show less