Hitesh Juneja

Experience

• 

  SB Lifecare Devices Pvt. Ltd.

  Jan 2009 - Oct 2009

  Service Engineer
• 

  VCustomer

  Feb 2010 - Sept 2010

  Technical Support Engineer

  Worked as a Technical Support Engineer with vCustomer Services Pvt. Ltd. In Operations and Services.• Acted as a team member for the team working on Technical & Customer Support for US based client with focus on Productivity and Profitability by joint effort.• Proficient in handling the Remote Support Cases through Web Ex Remote Support tools for the internal escalation from Level1.• Provided services to the existing customers who are mapped to our premise by troubleshooting their technical concerns. Show less

• 

  HCL Technologies (Infrastructure Services Division)

  Sept 2010 - Jul 2012

  Sr. Analyst

  • Develop and maintain management information reporting as necessary• Monitoring the alerts and then handling all types of Incidents.• Handling all priority Incidents & ensure that suppliers are adhering to the process.• Observe production, developmental, and experimental activities to determine operating procedure and detail.• Engage with key stakeholders as required to support the process documentation; e.g. Service Managers / Service Heads, Technical representatives• Analysis and reporting of incident trend data to identify and eliminate root causes.• Lead team and capability building, coaching, and team effectiveness• Assess risks associated with change initiatives, and implement actions to manage any negative impacts• Support managers and teams through transitions to build teams and develop soft skills• Build and deploy onboarding, on the job training, leadership development, and people development programs.• Plan and implement change projects and strategies, which support the vision, mission, and goals of the GLOBE IS/IT North America organization• Build and execute appropriate change management and communications deliverables including, but not limited to written communications and facilitating training Show less

• 

  Ericsson

  Jul 2012 - May 2017

  1. Instrumental in design and execution of Ericsson IT Support , a visionary program, introducing swarming model for support and service desk.2. IT Suppliers governance and streamline deliveries. KPI, SLO, Vendor Management.3. Responsible for transition of project delivery and it’s investment into operations. 4. Responsible to setup the governance team for knowledge management & to uplift the value proposition. Led continuous improvement for operational process efficiency to ensure smooth delivery of stretch targets Show less •Responsible for finding the root cause by engaging multiple suppliers.•Promotes knowledge sharing through the Foundation’s operational processes•Develop and maintain management information reporting as necessary•Update and maintain known error data base.•Auditing, Reporting and Escalations according to ITIL Process.•Coordinate with Problem management and Change management•Leading the ad hoc projects related to service management•Creating and conducting the coaching and training sessions, including e-learning for various audiences, including customer management and leadership. •Having an understanding of the objectives and being able to project these in the classes•Understanding sales initiatives and prospects, being involved in internal sales meetings •Ability to acknowledge and address any client issues and resolve these with the intent of exceeding client expectation•Identifying suitable communication strategies and building on these, reviewing the plans and delivering reports to the executives•Align with other functions within Group Function Business Excellence & common functions regarding knowledge management topics; way of working and tool improvements•Incorporate artificial intelligence with the help of WATSON tool.•Identify and drive corrective actions throughout Group IT scope to maintain good quality of knowledge management database and identify process violations and actions to prevent future occurrences.• Drive cross-organizational coordination to identify improvements in Knowledge Management process and tool support.• Enhance cooperation with suppliers through promotion of the Knowledge Management tool, techniques, processes, best practices, Knowledge Management principles, etc. •Align with other functions to promote usage of Knowledge Management products amongst the end users. •Ensure that contracts with suppliers are aligned to business needs with agreed targets in SLR´s and SLA´s in conjunction with SLM •Manage supplier performance Show less

  • Global Quality Lead - Service Management

    Jan 2016 - May 2017

  • Project Lead (Autonomy Program) - Knowledge Management

    Feb 2014 - Jan 2016

  • Service Manager

    Jul 2012 - Feb 2014
• 

  BT

  May 2017 - now

  Client Services Manager

  • Leads and implement best practice service management and governance into each client engagement and provides resolutions to team escalations.• Understand customer’s goals, strategy, portfolio of products, and the value that they recognize from BT services.• Ability to provide cross functional collaboration across all departments in BT• Responsible for delivery against contractual SLAs and key business measures across the team.• Responsible for driving Service improvements and continual improvements for the account, helping to move toward greater account development and net promoter scores (NPS).• Responsible for governance and management of ITIL functions on the account.• Responsible for creation and maintenance of the Customer Journey Manual which will guide the client and BT teams through a common framework for communication between both companies.• Monthly Service reviews including Data and Trend analysis.• Bespoke reporting for accounts ensuring data accuracy and integrity Show less