Sonam Tanwer

Experience

• 

  IBM

  Mar 2010 - Jun 2013

  Lead Operations

  Lead Operations (LO)Some responsibilities include:← Daily Service review(DSR) highlighting account health ,open incidents← Active Participant with customers while working on issues← To solve/fix issues in IT errors , reduce disruptive IT services← Improving customer satisfaction through a more professional approach to service delivery, Improve productivity ← RCA: Root Cause Analysis on error cases← To work, manage and reduce aging of tickets.← Maintaining and updating catalogue for new instances← Attending client facing calls for providing new offerings for the project← Setting up calls for on going issues to fix it on priority along with database maintenance← Providing technical directions and coordination to the resolver groups← Working on Next Generation Development Model(NGDM )← Maintaining escalation matrix and follow where ever required Show less

• 

  CSC

  Jun 2013 - Nov 2014

  Service Delivery Lead

  Service Delivery Lead (SDL)Some responsibilities include:← Daily Service review (DSR) highlighting account health, open/closed/pending incidents ← RCA for open incidents & SLA breach discussion & Steps to avoid recurrence← Deploying new features in the projects like Online Chat services← Delegating task , collecting updates & reviewing quality of work performed← Maintaining Daily Tracker for each Team member← Circulating & maintaining Escalation matrix & Roaster for team & related parties← Workspace maintained & governed as part of knowledge sharing practice within Team← Timesheet Adherence & Initiation of weekly update call with Team ← Performance, KRA sheet , Skill-set matrix Sheet maintenance for each Team member ← Organizing process improvement sessions ← Catalogue and Document maintenance on company portal← To Chair Plan of the day (POD )calls with resolvers to work← To Open bridge/Chat for Priority 1 and Priority 2 incidents← Managing and preparing reports from different tools to be presented to execute management board and high profile clients← Provide problem analysis and resolve client issues ensuring the customer satisfaction with the aid of available help-desk tools and expertise.← Ensure accurate call comments are entered and appropriate information is provided in escalated calls ← Ensure customer interaction standards are maintained with respect to greeting, problem identification, proposed solution and conclusion.← Global delivery framework (GDF) which aimed at helping customers get more value for their bucks, and in the process help them sustain and grow their business← Handle the tasks of providing root-cause analysis and recommendations to improve support processes← Providing training and taking sessions of new employees Show less

• 

  Essel Group

  Feb 2016 - Jun 2021

  Service Improvement and Workflow

  • Manager

    Aug 2017 - Jun 2021

  • Assistant Manager

    Feb 2016 - Aug 2017
• 

  Coforge

  Jun 2021 - now

  Project Manager