Sukratha Surendra

Experience

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  Accenture Services Pvt Ltd:

  May 2004 - Feb 2007

  Sr.CSR

  Nature of Job:● Providing Technical support for setting up internet connection and basic trouble shooting for Internet services.● Adhere to the quality parameters which led to delivery of high member satisfaction index.● Providing initial support to the end users and get the incidents resolved.● Respond to inbound calls and maintained the customer log● Report customer issues to the SME and follow up with the relevant departments.

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  IBM

  Mar 2007 - Oct 2010

  Service Activation

  ● Maintains and updates the core consolidated project plans: project schedule, tracking and oversight plans, cost tracking reports, etc.●I was responsible for ensuring that all Critical Changes are addressed within SLA response and sending out the Critical Alerts for such Changes.● Assists Project Manager with project plans maintenance and tracking.● Responsible for quoting, order submission, shipment/ delivery tracking of all orders for various projects.● Provided support to vendors developing products, testing and approval process to obtain product approval.● Identified, scheduled and tracked purchase orders with multiple vendors.● Liaise with other internal departments, Regional staff and external vendors for procurement. ● Supports executive level reporting by compilation of data for the executive report.● Publish a weekly status report to the global project managers and the program management office indicating tasks not started, on schedule, behind schedule, at risk, etc. in addition to budget and resource information.● Publish a monthly Brio Report to the Project Managers and Programme Managers. The report provides information of costs related to various ongoing projects. ● Managing and supporting all service incidents either personally or via the Service Desk, through to successful completion and user satisfaction.● Regularly reviewing, performance and trends in response to Changes and to provide recommendations to the Service Manager for service improvement. ● Effective and rapid response to Major Changes. Show less

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  Hewlett Packard

  Oct 2010 - Jul 2014

  TSIG Service delivery consultant 2

  HP Global Services, Bangalore: from 25 Oct 2010 till 10th July 2014 :- Worked as TSIG Service Delivery ConsultantClient : Bank of America● Single point of contact to for account service delivery, responsible for delivery on service commitment.● Responsible for the delivery of the IT organization’s process improvement and strategic change initiatives. ● Works with cross-functional IT teams to ensure the services are available as per the agreed SLA.● Provides insight and advice on emerging process and control frameworks.● Assist DPE in managing customer satisfaction & participate in account plan. ● Manage support processes, Service level Management,Change Management.● Manage, control and monitor the installation, operation and maintenance of IT infrastructure.● Work with various technical teams during the sev1 to ensure it is resolved ASAP.● Work with various Ops teams to engage the right technical team to work on Sev1.● Participate in Technical proposal preparation, RCAs and submit and present to DPE/PE for review and approval● Manage, control and monitor the installation, operation and maintenance of IT infrastructure.● Work with Project Manager for ongoing projects in your account.● Keep customer updated and work the application team to ensure they are aware of the changes that could happen due to the projects in the environment. ● Work with various SDMs and customers to ensure that they are aware of the Break Fix change.● Work with different technical teams to ensure the break fix change is success.● Drive, agree and establish Operational Level Agreements (OLAs) between IT and Group departments and teams.● Responsible for service delivery audit readiness; Ensured Audit Readiness for Service delivery.● Establishing a disciplined framework for communications and addressing production infrastructure issues.● Ensure positive customer satisfaction and customer relationship is maintained. Drive/manage subcontractors Show less

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  Atos India Private limited

  May 2015 - Jun 2019

  Service Acceptance Manager- Atos india operations Lead for UK region

  Responsibilities:The main purpose of the Service Activation Manager’s role is involved in new client take on and significant T&T work, to drive the successful transition of services from project phase into business as usual support. Providing governance within projects encompassing the design, development and Service Activation of IT products and sub-systems into end-user and operational environments. · Manages Service Activation Governance process within projects encompassing the design, development and Service Activation of IT products and sub-systems into end-user and operational environments. Ensures the quality of Service take-on for a major size/complexity project (incl. risk, change management, planning, tracking, running meetings and taking minutes)Works with operational and project stakeholders to establish the planned deliverables Ensures that projects are formally closed and, where appropriate, subsequently reviewed.Follows and enforces the Service Activation Method within projects acting as the quality gate for service delivery.Key stakeholders understand their responsibilities for the ongoing services by having clearly documented support paths for all components of the service.Develops, communicates and implements strategies and plans for Service Activation into live operation as part of the project’s specialist Service Activation products.Takes tactical decisions for non-standard requests with account leadsMapping and Engagement with account/sector stakeholdersOwns management information production for area of responsibility Manages input into Continuous Improvement function within the client accounts Ensures Service Activation estimates are included in new projects for the specific account Acts as the Service Activation Single point of Contact for account/sector/agreed remit Show less