Kishore Kumar

Experience

• 

  Genpact

  Jul 2011 - Feb 2013

  Process developer

  • Providing Research and analysis about the new orders• Understand the business and requirements of the customer and carriers meeting the benchmark of Penske.• Get in contract with new carriers• Set up the new customer in the system (TM)• Depth analysis on the tracking’s if the load is tendered incorrectly, it might lead to miss pick-up If the load is not tender accepted, the tracking team will not have visibility to load number and will miss tracking.• SCAC mismatches will lead to mismatch of carrier invoice and voucher generated, which in turn lead to delayed payment to carrier.• Delay in payment to carrier might lead to carrier not rendering the freight services or sometime hold the freight.• The above delay might also lead to delay in billing to customer assisting customers regarding payments and proper follow up.• Efficiently handling of three sub processes simultaneously. • Educating the customers about the payments.• Ensure the changes in the contract are followed up.• Managing the service information of the customers through the Install Base Management.• Service request management.• As a process associate, ensuring high runtime of applications needed for daily activities. • Need to follow the customers as per the parameters, and lot of research involved in it. Show less

• 

  IBM

  Feb 2013 - Dec 2020

  • Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements • Responsible for assigning incidents within a group or division • Responsible for communicating with the process manager. Directly works with Tier 1 Support to ensure proper recording of incidents • Determines if an incident needs to be escalated according to priority and severity of the issue. • Ensure that Incidents assigned to their Support Groups are resolved and that service is restored • Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected • Conduct Bridge calls with clients / Application managers / support teams to drive resolution. • Participate in Incident review following major Incidents • Identify potential problems and / or increasing trend of repetitive Incidents • Escalate all process issues to the Major Incident Manager’s / Process owners. • Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process • Point of contact for all Major Incidents • Represent the first stage of escalation for Incidents • Ensure the closure of all resolved and end-user confirmed Incident records • Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable. Show less • Provided senior-level support for all AT&T Employees Across PAN America with application issue• Associated with supported platforms and lead the investigation of this issue.• Worked as a Customer Service Engineer (1st and 2nd level technical support), demonstrated a high• Level of proficiency in performing all activities associated with servicing, installing, and maintaining a• Wide range of office equipment. (Laptops, Desktop, iPads, Printers)• Microsoft Office 2007 and 2003 support also migrate and upgrade email clients from Outlook 2003 to• Outlook 2007 (MS Outlook, MS Word, MS Excel).• Provide support for all VPN related issues, help users through the VPN software installation process,• Configure and troubleshoot any problems users might have using the VPN client. Show less • Single point of contact for project managers, clients, resource coordinators & technician teams.• Acted as an account lead/focal and followed up on the work from back up associates.• Assists project managers in deploying technicians to required locations in US-North America.• Co-coordinates with Resource Coordinators from different regions for the availability of technicians.• Create, Manage and Monitor Computer-aided dispatches.• Manage CAD#’s and resources as per business needs.• Monitor the CAD on the day of the visit. • Ensures that relevant management information is captured, analyzed and reported to stakeholders.• Acted as an account lead and followed up on the work from back up associates.• Review and ensure customer invoices are aligned with the services provided. • Address program customer service escalations with appropriate managers and provide resolution to the client.• Communicate service statuses to both clients and staff.• Address special requests from the project team.• Prepare and analyze reports as needed.• Research and provide background information on escalations. Show less

  • Incident Manager

    Oct 2015 - Dec 2020

  • Subject matter expert for AT&T Level-2 @ IBM

    Sept 2014 - Oct 2015

  • Project Coordinator

    Feb 2013 - Sept 2014
• 

  Synchrony

  Dec 2020 - Jun 2022

  MIM Service Delivery Manager

  The Major Incident Manager is responsible for the end-to-end management of all IT major incidents. • Conducting bridge calls• Using technology to issue all communications and manage key stakeholders• Leading, Supervising, directing, facilitating, and preside over all investigative activities, meetings, and conference calls• Forming collaborative action plans with specific actions, roles, and deadlines and ensuring these are completed• Matrix management of people, processes, and resources, including third parties, includes resolving conflict to move forward to resolution.• Being accountable for resolving the outage via workaround or permanent fix• All administration and reports, including contact information, technical diagrams, and post-major incident reviews, must be kept up to date.• Supporting and nurturing process improvements and knowledge base improvements• To effectively manage major incidents, tools and resources must be constantly maintained and developed.• Provide regular major incident metrics reports• Analysis of the SLA parameters of the ticket and ownership of the high priority and business-critical issues• Prepare and distribute to the client and stakeholders the SLA Breach Analysis Report and run the weekly governance call with vendors.• Prepare and publish governance decks for clients and stakeholders on a weekly and monthly basis. Show less

• 

  Wipro

  Jul 2022 - now

  Information Technology Operations Manager