Bhupesh Babu

Experience

• 

  Sutherland Global Services

  Jul 2004 - May 2008

  Handle team to achieve the client metrics. Generating, analyzing various reports and Policy Making. Discuss the frequent technical issues with the agents to improve their performance. Conduct hurdles to discuss about the team’s performance and individual challenges. Training the new hires and discussing the process and product information with the new hires. During the tenure I was also supporting HP and Dell Clients requirements as well.• Constant Monitoring, coaching and motivating the reporting associates to excel as a better employee and increasing the effectiveness of our Support Functions in providing accurate resolutions. • Leading the Team to achieve a high customer satisfaction level by providing 100 % resolution to all the customers.• Organizing an Individual Development Plan within the team to bring out the best from the associates.• Analyzing and maintaining the Customer’s Open Service Tickets of the team. • Consistently exceeded the client matrices (Customer satisfaction, Quality, Average Call Handling time and Account Productivity) and meeting the SLAs.• Perform weekly Trend Analysis and prepare monthly Attrition analysis on ways to reduce Attrition.• Reporting the statistics to the concerned management group, weekly or monthly as demanded.• Take proactive measures along with the Quality Team to ensure highest level of Process Quality and Adherence and Effectively managing Quality metrics set as per the client standards.• Representing the product line in Product and Process Discussions with client every week.• Tracking and fulfilling the Service Levels of the program on every interval. Show less • Assisting the Team Leader in driving and achieving team metrics• Training and Mentoring the team members on Top floor technical issues• Organizing and conducting pre-shift and post-shift huddles.• Keep a track of agents performance and report the same to Team Leader• Attend TCG call (Top Call generator) with the client and all other vendors• Checking the compliance and cascading level of Team Members on updates.• Responsible for answering/placing customer service calls and abide by the prescribed norms.• Aptly trained and updated in industry specific technology and in client’s processes, applications/utilities and products.• Handle calls and escalations as appropriate. Show less

  • Team Leader

    Oct 2007 - May 2008

  • Subject Matter Expert

    Oct 2006 - Sept 2007

  • Technical Support Executive

    Jul 2004 - Oct 2006
• 

  Scope International

  May 2008 - Aug 2016

  • Operations: Handling a team of 20 members of Technical Support Service Desk and managing the daily BAU requirements.• Trend Analysis: To perform statistical trend analysis for critical applications which are run by the bank and also advice support teams for technical stability across the region.• Business Relationship: To bridge the gap between business and technology by providing valuable technical solutions for the stability of the region and owning the project till the implementation.• Identify critical process improvement opportunities through consultation in the various functions and develop road map for progress.• Analyzing C-Sat (Customer Experience) survey results, mapping it with internal monitoring to make the process mistake proof.• Conducting Table F/ Scorecard reviews with the Quality and Operations Managers.• Risk Identification and Analysis: Conduct FMEA (Failure Mode Effect Analysis) for all processes to assess risk and appropriately initiate mitigation plans. Categorized processes into high risk, medium risk & low risk conduct regular risk reviews. Build process controls based on the risk appetite.• BOLD: Enable implementation of BOLD (Building Operational Leadership Discipline) an initiative by Standard Chartered Bank• Service Review: Organizing Service and Performance Review Calls with the Countries.• Identify areas of improvement from VOC calls, Service Review and Performance Review calls.• Doing RPW (Removing Process Waste) trainings, Customer service sensitization trainings• Drive 6S initiative on the floor.• Implementation of reporting/MIS systems for auto generation of MIS reports. Show less Handling a Global service desk team of 35 associates across India and Malaysia, out of which 15 are direct. They are subject matter experts, and Associate managers.• Incident Request and Knowledge management are the key deliverables.• A team that supports 24/7, 365 days in two locations supporting 48 Countries for all L1 and L2 incident reported by 100K SCB users.• Handled seamlessly with minimum escalation, high customer service and faster response are some of the top priorities.• Handled team that governs request fulfillment.• Knowledge management is the success factor for any Service desk team. Thus we ensure the new articles are uploaded based on the incident reoccurrence and new technical fix discovered. The same is also reviewed and retired on a periodic basis.• Transition of activities the respective country system support is resolving.• Frequent Service Review meeting with country SPOC and also organizing Stakeholder meeting to ensure appropriate KT and appropriate fix.• EOE – Essentials of Excellence – A single repository that consist of team Roster, Cap plan, Leave tracker, Asset Details, Process document, Risk Charter, Projects and Initiatives, WIG, Access Management, Dashboard, Head Count details, Skill Matrix, JD and JO.• Regular review meeting with respective team on challenges and KPI’s.• Enable both internal and external training for the SD associates to perform best on their BAU. Training includes soft skill and technical training with certification. Show less • Experience in Lotus Domino Server Administration and support including installation, server management, database replication, and ACL / security management and troubleshooting.• Maintaining Servers including File and Print Servers.• DNS Registrations & BMC Alert Masking for all business servers using BMC Filter, Proficiency in Blackberry configurations. End to end support in terms of Blackberry Enterprise server related issues.• Citrix farm migration from XP to Citrix 4.0 Presentation servers. Setup new farm and build 15 new Citrix servers with Citrix 4.0.• Implemented new group policy using Active Directory for USB Lockdown for Mass Storage.• Responsible for maintaining all Dell Servers, Citrix Servers, and Storage Servers• Responsible for 1600+ users as second level support of 200 applications on Citrix Xenapp 4.5 servers.• Install, maintain and Monitor Citrix 4.5 server.• Core Member of UAE & UK Support to manage incidents solved & closed within predefined SLA’s. Show less

  • Manager Information Technology

    Apr 2013 - Aug 2016

  • Associate Manager

    Apr 2011 - Mar 2013

  • Technical Lead

    May 2008 - Mar 2011
• 

  Cognizant

  Aug 2016 - Feb 2024

  Over 6+ Years of leadership role as Delivery Manager and 2+ years in EDL role focusing on Revenue, Budget, Resourcing and External Audits. Working on RFP’s and managing an infrastructure team responsible for generating over $1 million in annual revenue requires a strategic approach and effective leadership.Seamlessly running a first in type model team of Integrated Application, Infra and TWS operations team. Optimisation of team saved 25 FTEs over a year’s time, 97% SOP driven operation and 99% SLA compliance adhered throughout the tenure.Create Event management procedure document, integrating of all monitoring tools (Fog light / SCOM / SolarWinds and App Dynamics) into MOM (Zenoss) and ensured 100% monitoring enabled across application and infrastructure components. As part of Even Management also eliminated 60% of unwanted events generated from false positive incidents. Ensure best in class TWS abends ration where there is 150K jobs getting executed on a daily basis. Saved 1.5M $ in a year by adhering to Change compliance SLA. Contribute directly to the strategy, development and quality of IT Service Management and Delivery. Install service orientation and ITSM awareness.Build a AICC team (App Integrated Command Center) for improving collaboration and efficiency in first level ticket handling. Created 1500+ SOPs to make this program a prodigious success. Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above.Successfully completed Datacenter Migration for a client that has 700+ Apps and 4000+ Servers. Also played key role in SNOW upgrades and TWS upgrades to 9.5 Develop both short- and long-term service and process goals and maturity levels to be achieved over the specified time period. Show less • Contribute directly to the strategy, development and quality of IT Service Management and Delivery. Instil service orientation and ITSM awareness.• Own specific IT Services and ensure their effective delivery, management and improvement to meet client needs.• Active stakeholder and driver in underlying operations process and infrastructure, to direct continuous improvements across the supporting teams to meet existing customer contract/statement of work, SLAs and OLAs and compliance requirements.• Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above.• Own and lead the execution of the process development and improvement roadmap for multiple ITIL processes to improve alignment and business outcomes.• Develop both short and long term service and process goals and maturity levels to be achieved over the specified time period.• Partner and collaborate with other teams to deliver a holistic ITSM program with a coordinated set of continuous improvement initiatives.• Work within the management structure to provide thought leadership on ITSM and ITIL process development, the current position, roadmap and strategic direction. Show less

  • Senior Manager

    Jan 2022 - Feb 2024

  • Service Delivery Manager

    Aug 2016 - Jan 2022
• 

  Voya India

  Feb 2024 - now

  Associate Group Manager