Amruta Kulkarni

Experience

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  Wipro

  Jan 2012 - Aug 2016

   Responsible for handling a team of 13 members. 100% IT Service Delivery KPI with more than 26% CSAT Participation achieved for the EIMEA region Responsible for ensuring service delivery based on the Service level agreements. Responsible to develop and sustain excellent customer relationships through deep engagement and delivering continuous value by meeting customer expectations and handling issues. Responsible to drive people to ensure that project deliverables are met and project time is maintained. Responsible for IT Infrastructure Management and End User Support Services-On site and on-call support Including Backup Restore support. Responsible for IMAC Management and Reporting. Responsible for generating Installation analysis reports, MIS reports and other such documents. Responsible for providing technical assistance to other team members by way of assisting them in solving challenging technical/application problems, sharing technical knowledge and adhering to quality processes in ensuring team objectives are met. Responsible for maintenance of all services during his shift; ensuring that all service levels are met. Responsible for proposing and designing solutions to meet customer requirements and address complex business / technical process requirements. Call Tracking and closure for OEM calls pertaining to hardware and others is under vendor coordination support Scope. Responsible for defining and implementing the process for tracking assets Handling operations approval for leaves, arranging backup engineer and people management, replacements etc. Handling escalation calls. Team Motivation planning.  Review with the operations team on the performance. Review with clients on the weekly and Monthly SLA reports. SLA Management, C-sat Management, Hygiene activity management, and preventative maintenance. Show less

  • Operations Manager

    Feb 2015 - Aug 2016

  • Management Information System Executive

    Feb 2013 - Jan 2015

  • Desktop Engineer

    Jul 2012 - Jan 2013

  • Technical Coordinator

    Jan 2012 - Jun 2012
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  Tata Technologies

  Aug 2016 - now

  Service Desk Team Lead

   99% IT Service Delivery KPI with more than 25% CSAT Participation achieved for Service Desk Team. Identify the business impact of the issues reported and escalate as per the escalation process whenever needed. Proactively highlight long pending and repeated issues and collaborate with users for a permanent fix. Collect and analyse Customer Satisfaction for process improvement.  Incident/ Problem/ Change management with Root Cause Analysis. Perform Trend analysis, identify the top few incidents and work with respective teams/individuals to minimize the incidents. Analyse performance and delivery metrics and KPIs. Add articles/ documents to the internal Knowledgebase. Internal/ Customer Audits & Info Security review meetings. Configuration of F1 tools and review of the process documents periodically with all stakeholders. Automate process/ procedures – BOT for Service Desk, SCCM auto software deployment, Auto Ticket routing based on its nature, Avaya integration with the service desk. Best Practices for Process improvements, Application Management. Share weekly and monthly status reports to higher management. Ensure effective coordination of support activities within groups and across groups. Arrange for staff training and awareness sessions. Adhere to governance, process, and support in all Internal and External ISO Audits.  Oversee the Service Desk Operations. Shift Planning. Resource Planning and Effort estimation/reviews on a need basis for new projects. Work towards continuous Improvement of Service Desk Performances- SLA's, CSAT and TAT’s. Direct or Indirect cost-saving (E.g.: CAPEX & OPEX cost-saving and optimization) Identified key improvement areas for customer satisfaction, and documented and measured the improvements. Executing the Service Desk roadmaps, strategy, and business decisions related to I.T. Show less

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  Synechron

  Sept 2023 - now

  • Assistant Manager IT Operations

    Apr 2024 - now

  • Information Technology Operations Lead

    Sept 2023 - now