Experience

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  Tata consultancy services

  Dec 2012 - Jun 2016

  change management Incident Management System Administrator

  • System Engineer

    Mar 2015 - Jun 2016

  • System Engineer

    Apr 2014 - Feb 2015

  • Assistant System Engineer

    Mar 2013 - Mar 2014

  • Assistant system engineer trainee

    Dec 2012 - Feb 2013
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  Hewlett packard enterprise

  Jun 2016 - Mar 2017

  Service delivery consultant

  Coordinate, facilitate and assist the various support groups and ensure restoration of normal service operations as efficiently as possible in order to minimize the adverse effect on business operations as defined in the Service Level Agreement (SLA).-To facilitate and maintain an effective corporate approach to the management of complaints.-To ensure the effective management of a dynamic and clinically complex complaints caseload in accordance with the Complaints Procedure ensuring compliance with national targets and within the framework for managing complaints promptly, providing responses that address the complainant's concerns.-To take a leading role in the maintenance of a company -wide complaints reporting and tracking system and with the Departmental investigation of and responses to complaints.-Providing expert advice and support to staff on the handling of complaints; on investigation techniques and carrying out root cause analysis and writing statements.-Facilitation of complaint resolution meetings.-Appropriately escalating complaints to the Head of Department.-To take a leading role in promoting the reporting of and learning from complaints including:- Undertaking Divisional trend analysis- Providing feedback/reports to the relevant Divisions-Providing and receiving complex and sensitive information which may also be contentious, in situations where there are significant barriers to acceptance which need to be overcome using developed interpersonal and communication skills (e.g. at meetings with complainants)-To monitor trends, highlight risk factors etc. to include production of an annual report on complaints, monitoring trends, response times, outcomes and action arising from complaints. Show less

• 

  Dxc technology

  Apr 2017 - Jun 2022

  1. Being a part of the DXC Escalation Management Team, need to ensure that all Escalations are managed efficiently and closed within the appropriate timelines.2. Relationship/Business Management - To build and maintain professional relationships with Business Owners and Users3. Communication and Collaboration - To communicate clearly and professionally the Business Customers requirements to the delivery teams4. Achieve the required company quality standards ensuring both internal and external customer satisfaction5. Ensuring that Key Performance Indicators (KPI's) are monitored and targets achieved6. Liaise and coordinate with support capabilities to progress issues concerning production planning and resource/skill allocation to ensure delivery of products to schedule within all relevant quality specifications7. Undertake performance management responsibility for team members8. Lead follow up to customer concerns. Identify and eliminate root cause using robust countermeasures. Sustain the corrective actions to eliminate repeat issues9. Work positively with support functions to fully define the processes/procedures/controls relevant to team activities. Provide support and input to continuous improvement. Show less Coordinate, facilitate and assist the various support groups and ensure restoration of normal service operations as efficiently as possible in order to minimize the adverse effect on business operations as defined in the Service Level Agreement (SLA).-To facilitate and maintain an effective corporate approach to the management of complaints.-To ensure the effective management of a dynamic and clinically complex complaints caseload in accordance with the Complaints Procedure ensuring compliance with national targets and within the framework for managing complaints promptly, providing responses that address the complainant's concerns.-To take a leading role in the maintenance of a company -wide complaints reporting and tracking system and with the Departmental investigation of and responses to complaints.-Providing expert advice and support to staff on the handling of complaints; on investigation techniques and carrying out root cause analysis and writing statements.-Facilitation of complaint resolution meetings.-Appropriately escalating complaints to the respective capability head.-To take a leading role in promoting the reporting of and learning from complaints including:- Undertaking Divisional trend analysis- Providing feedback/reports to the relevant Divisions-Providing and receiving complex and sensitive information which may also be contentious, in situations where there are significant barriers to acceptance which need to be overcome using developed interpersonal and communication skills (e.g. at meetings with complainants)-To monitor trends, highlight risk factors etc. to include production of an annual report on complaints, monitoring trends, response times, outcomes and action arising from complaints. Show less

  • Professional 2 Service Delivery Coordinator

    Feb 2021 - Jun 2022

  • Service Delivery Consultant

    Apr 2017 - Feb 2021
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  Infosys

  Jun 2022 - now

  Lead consultant