Rameshbabu Nelakantam

Experience

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  Sree Gokulam Chits and Finance Co. (P) Ltd

  Jan 2002 - Jan 2004

  System Programmer
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  Cybernet slash support india pvt ltd

  Jan 2004 - Jan 2007

  Managed a team of 20 Agents for inbound support on SOHO and Enterprise Networking products and issuesAudit and review agents performance on calls and provide feedback to ensure Quality Process adherence.Reviewed Agents on their Performance Metrics to ensure optimal performance is achieved.Generated and maintained CSAT and Productivity (AHT, Documentation, Staffing, Aux) reports and trends for reviewing agents and the team performance.Regular One on One and Team Huddles with the team, to ensure technical and process updates are passed on to the team.Monitored agent's performance on calls and updating the "Training Need Analysis" reports, and conducted regular Technical Training and Lab Sessions for the agents.Regular training sessions for the team, to scale agents on various skills and products based on their tenure and existing expertise.Conducted training for the entire project during special project level initiatives like the CSAT and the AHT improvement program.Handled Escalation Calls from the team during the absence or shortage of Escalation Leads on the floor. Show less Provided Technical Support (Both Voice and E-Mail) for customers during installation and configuration of their networking devices like Cable / DSL wired and wireless routers, Access Point's, Wired and Wireless PC and PCI Cards, Unmanaged LAN Switches Configured Wireless LAN Technology, 802.11B, 802.11 A, & 802.11G standard with security protocol like WEP, WPA, and 802.1x.Handled Escalations call's from Support Engineers.Provided network solutions for US based customer for their Office and Home network. Ensured optimum quality deliverance for each call.Conducted Training sessions for Support Engineers with regard's to product updates and emerging technologies Show less

  • Team manager

    Jan 2003 - Jan 2007

  • Team Lead

    Jul 2005 - Jun 2006

  • Technical Support Engineer

    Jan 2004 - Jul 2005
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  CSS Corp Pvt Ltd

  Jun 2006 - Feb 2007

  Team Manager

  AchievementsDerived call handling and escalation process which is being followed by client and all the support centers across the globeHandled 150 member team, which comprising of tier 1, tier 2 & tier 3 supportHandled UK , UAE, SA & India support individuallyHandled a Technical support project with Voice, Chat & Email support for US customers individually from inceptionFormulated Service Implementation Process for the projectSet process standardsDriving the team to meet SLA metricsDerived procedures and process for tier 1, tier 2 and tier 3 supportMaintained program with less than 2% escalation.ProfileManaged four teams, with 4 Team Leaders and 80 agents Managed a team of three Quality Coaches and four Escalation Leads.Analyzed the CSAT Scores and created CSAT Action Plans for the respective teams to improve the scoresGenerated Productivity Reports (AHT, Escalation, Aux and Staffing) and created Productivity Action Plans on a weekly, monthly and quarterly basisConducted Weekly, Monthly and Quarterly performance reviews with the Team Leaders and Agents to ensure performance awareness and goal and objective are metProvide functional support and direction to the associates and team leaders on customer support needs Monitor the performance of the associates and team leaders and coach them, if required Assist with training and identify training needs within the group Mentor and assist new hires Liaison with other areas of the company affecting technical support. Show less

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  RR Donnelley Global Business outsourcing

  Feb 2007 - Jan 2011

  ProfileMaintaining a L2 team of 20 TSE's for Desktop, Servers and Network support for the entire facilityOne of the key responsibilities is to handle Service Level Management and creating a SLA and OLA within internal and external teamsReviewing the existing service level and negotiating on the SLA contracts and values.Working on service improvement policy and process. Managing Service Level Management team and frequent improvement process.Frequent Audit of each external client team to make sure all the client's security requirements are metGenerated Productivity Reports (AHT, Escalation, Aux and Staffing) and created Productivity Action Plans on a weekly, monthly and quarterly basisConducted Weekly, Monthly and Quarterly performance reviews with the Team Leaders and Agents to ensure performance awareness and goal and objective are metImplemented KRA for each TSE to improve their productivity standardsI have been in the process of implementing ISO 27001 certification audit for the siteFront line support for any Audits PCI, ISO 27001, SAS 70 Etc.,Taking care of the Appraisal and Confirmation for each TSEAdhere to ITIL frame works on Incident, Problem and change processHas been a Change owner for implementation and completion of Change tickets which goes through CABHas been involved in BS 25999 BCM process and AuditsFrequent Audit of each external client team to make sure all the client's security requirements are met. Show less

  • IT Manager

    Feb 2007 - Jan 2011

  • Manager

    Feb 2007 - Jan 2011
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  IBM Global Services

  Jan 2011 - May 2012

  First Line Manager
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  IBM Private India Ltd

  Jan 2011 - May 2012

  Services Manager

  Leading an Incident Management team across AG, EMEA & DenmarkEstablish operations maturity such that there are no escalations for un-avoidable reasons - related to skill, process, and technology issuesDevelop good working relationships with - Account Team, Sending GEO counterparts. Ensure that calendarised reviews and interlocks exist for all supported accountsCoordination with clients for maintaining continuous Service Improvement PlanProjecting a project plan based on ITIL framework and solution number of FTE's requiredWorking on Budget plans using fish bone or ishikawa techniques Development of pricing and timelines against clear deliverable and scope of work Identification & implementation of programs that helps to bring the service improvement in service lineProvide direction to Increase the percentage of ownership and total scope of services for both existing and future accountsDevelop the nesting group with clear trainings and career paths for SA, SME, SME Lead, and Team LeadParticipate and contribute to the projects that look at scalability /predictability of processes/procedures in ITIL Service Support.Creating Incident process document for teams under transition and providing effective cost based solutionProviding Internal escalation matrix and documenting External escalation matrix based timelines and to make sure it is followed without failIdentifying the gaps on ITIL frameworks and fixing then one of the example is through OLA within the service lines by which we were able to achieve SLA'sCoordinating with Problem management team for providing a Root cause and permanent solution for the long pending issues and some critical issues.Handled Availability management team. Based on the availability report we could able to avoid too many penaltiesWeekly and Monthly interlock between the account management team and sending GO has helped overcome many huge penalties. Show less

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  Acer

  Jul 2012 - Jul 2015

  Program Manager
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  IBM

  Jul 2015 - Oct 2022

  Service Delivery Leader

  Managing AP Service Management team

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  HCLTech

  Mar 2023 - Mar 2024

  Associate Vice President

   Supporting SAP & Non-SAP team for DSM account Handling client escalations on Delivery failure, Process gaps and new initiatives Coordinating CALM activities – System refresh, System upgrade & S4 Hana upgrades Primary SPOC for automation initiatives. In the process of implementing Dev setup using ansible. Handling Monthly Service reviews, Service Delivery reviews and Fortnight reviews Preparing presentations for Top leadership on team performance and providing top leadership on the initiatives Implemented daily review with customer to show case team performance. Weekly governance call with customer regarding ALM updates. As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review. Show less