Experience

• 

  Ibm

  Jul 2011 - Nov 2012

  Technical support analyst

  • Providing technical assistance to the customers of United States and United Kingdom, through emails and calls support.• Providing first call resolution, and maintaining quality of the process and the call.• Training the new employees in the tech support division to make them productive doing quality work for the team.• Maintaining Roster and weekly attendance sheet – were the few extra responsibilities handed overed by the management.

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  Hcl technologies

  Nov 2012 - Oct 2022

  • Planning organizing, directing and managing a team of technical support engineers providing IT Infrastructure services to the global customers.• Implementing new process and creating SOP’s as part of supporting critical project deliverables – Citrix Upgrade, Service Now Upgrade, SCCM Software deployment tool, Optibot, O365 MFA. • Evaluating the BAU activities, resource performance and productivity by doing regular case audits in order to reduce escalations.• Controlling Cost, process implementation, overseeing sourcing of resources and driving customer satisfaction.• Coordinating within different IT Infra Service Towers and integration of best practices like standard process, guidelines and methodologies.• Driving Critical IT Incident and proactive problem management on the basis of various Network, Server and Security alerts handled by teams.• Building on knowledge gained through incident management, review and develop SOP’s, manuals & Run-book periodically. • Responsible for documenting and maintaining a knowledge base for the team.• Help the leadership and Department Head to provide value-ads and concepts in regards to improvement of process.• Running Continual Service Improvement Plans internally (also from Tools/Process- Automation perspective).• Governing and sharing daily, weekly and monthly performance and progress status of the department with the stakeholders and the client. This includes weekly and monthly operational review calls.• Identify opportunities for process improvement which would be helpful in achieving business metric goals.• Escalation point for customers. Show less Worked as Track Lead/Tower Manager for SD and Access Management Team• Planning organizing, directing and managing a team of technical support engineers providing IT Infrastructure services to the global customers.• Evaluating the BAU activities, resource performance and productivity by doing regular case audits in order to reduce escalations.• Plan and assign the teams’ schedule/roster, way of working, and helps in building the processes of the department in order to get smooth working of IT operations and to make sure all contractual SLA’s are met by the team.• Coordinating within different IT Infra Service Towers and integration of best practices like standard process, guidelines and methodologies. • Driving Critical IT Incident and proactive problem management on the basis of various Network, Server and Security alerts handled by teams.• Building on knowledge gained through incident management, review and develop SOP’s, manuals & Run-book periodically. • Responsible for documenting and maintaining a knowledge base for the team.• Help the leadership and Department Head to provide value-ads and concepts in regards to improvement of process.• Running Continual Service Improvement Plans internally (also from Tools/Process- Automation perspective).• Governing and sharing daily, weekly and monthly performance and progress status of the department with the stakeholders and the client. This includes weekly and monthly operational review calls.• Identify opportunities for process improvement which would be helpful in achieving business metric goals.• Responsible for inducting and training new team members and their effective Go-live.• Escalation point for customers. Show less Worked as Integrated Command Centre Lead- Leading the ICC/NOC team- Driving Critical IT Incident and proactive problem management on the basis of various Network, Server and Security alerts handled by teams.- Building on knowledge gained through incident management, review and develop SOP’s, manuals & Run-book periodically. - Responsible for documenting and maintaining a knowledge base for the team.- Help the leadership and Department Head to provide value-ads and concepts in regards to the improvement of the process.- Governing and sharing daily, weekly and monthly performance and progress status of the department with the stakeholders and the client. This includes weekly and monthly operational review calls.- Identify opportunities for process improvement which would be helpful in achieving business metric goals.- Responsible for inducting and training new team members and their effective Go-live.- Escalation point for customers. Show less Worked as a SD L2/ Shift Lead• Providing technical assistance for Hardware and software issues, to the global customers through contractually agreed source of contact- Phone, Chat, Email and Web.• Following Standard Operating Procedures and providing L1 and L2 troubleshooting for first call resolution, document case notes and maintaining KEDB.• Recording the implemented solution in case logs and creating Knowledge Base articles for future references for the other team members.• Ensuring Incident and Request records are updated during the life of incident to keep other stakeholders informed of the progress.• Mentoring the new employees in the technical support division to make them productive doing quality work for the team.• Working to improve and ensure to achieve monthly Customer-Satisfaction targets and analyzing any Dissatisfaction ticket to implement any change in the process, if necessary.• Meeting day to day contractual service level agreement metrics.• Responding and escalating high priority incidents efficiently.• Maintaining the queue hygiene and actively monitoring all pending tickets with the team to ensure timely closure of them. 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  • Manager - End User Services

    Jul 2019 - Oct 2022

  • Track Lead

    Jul 2017 - Jun 2019

  • Technical Lead

    Jul 2015 - Jun 2017

  • Specialist

    Jan 2014 - Jun 2015

  • Senior Analyst

    Nov 2012 - Dec 2013
• 

  Opentext

  Dec 2022 - Feb 2023

  Associate product support specialist

  Achieve high levels of customer satisfaction when responding to customer requests andissues with their Cloud Backup products.• Troubleshoot & fix Technical and Non-technical issues with tools and skills after producttraining by effective utilization of all support resources like CRM, KB, Training Materials.• Aligning the customers products that suits their need• Achieved high level of CSAT, Quality and other KPI’s targeted.

• 

  Hcltech

  Feb 2023 - now

  Deputy manager- slam project cordinator

  Oversee and manage the IT provisioning and deprovisioning for starters, leavers, and movers for the German multinational insurance company.Engage and effectively manage expectations with key stakeholdersMake recommendations for service improvement and ensure actions are followed through to completion in a timely mannerManage the business unit escalations of incident / problem / change requests as required, working closely with appropriate IT Service Delivery teams.Be an ambassador for IT, working across the business to provide effective communication on IT matters, active promotion of IT offerings and build relationships with other teams to ensure effective dialogue between departments Support root cause analysis in collaboration with IT delivery teams including internal and external service providers.Be the consultant for the local business in workplace, local infrastructure, and local application delivery. Provide guidance and advice in terms of processes and available technology.Interact with IT Service Delivery teams to evolve standards for hardware, software, and security in the workplace environmentCoordinate third party suppliersWork with internal and third-party teams to ensure actions are taken and completed to protect and improve services Help drive forward good conduct for the business to deliver the best outcomes for customers / policyholders. Show less