Ritesh Jaiswal

Experience

• 

  Infosys

  Feb 2013 - Aug 2014

  System Engineer

  • Responsible for the remote troubleshooting of Fiber optics broadband, MPLS line connection issues• Logging the incident information using the CRM tool• Working with various cross functional teams to gather the details in order to resolve the incident • Resolving the incident while ensuring the Service levels are maintained • Client Change Request Handling.• Escalation management in terms of Service Maintenance.

• 

  Dell International Services

  Oct 2014 - Jun 2015

  Technical Support Associate

  Troubleshooting software issue remotely, Support end users with Prime warranty on Dell laptopsIssues related to login, installation, system formatting, OS re installation, application installation and un-installation, check for hardware issuesHardware replacement process upon confirmation of hardware related issue/failureDispatching the hardware parts and assigning the field technician to complete the repair/replacementFollowing up on pending cases with the usersMaintaining the ticket and call SLA Show less

• 

  Tata Consultancy Services

  Jun 2015 - Aug 2022

  Customer Engagement Manager

  • Work with the customers to ensure they are leveraging the solution and achieving success and engaging fee-based resources as necessary• Strong background working in a customer-facing environment and driving initiatives to improve customer satisfaction• Own overall relationship with assigned clients, which include: Ensuring retention and satisfaction.• Work with clients to establish critical goals, or other key performance indicators and aid the Customer in achieving their goals.• Work to identify and/or develop up-sell opportunities.• Advocate customer needs/issues cross-departmentally.• Handle account escalations.• Work with Account Managers to build and execute annual Success Plans for their accounts• Leverage of Global IT operations review calls, daily & weekly CAB meetings to drive proactive & reactive problem management, incident management.• Quality Management, Performance Management.• Establishes and implements short and long-range organizational goals, objectives, strategic plans, policies, and operating procedures.• Ensuring that service delivery standards are maintained• Controlling and planning of staff.• Analyze Incident trends, and recommend and implement actions to reduce Incidents• Mentor staff to improve the capabilities and usefulness of the Service Delivery Teams.• Be the point person for client communication and contribute directly to the results of the sales team• Maintain the day to day relationships with our Clients, Ensuring Satisfaction While Maximizing Revenue Opportunities On Key Accounts• Provide Assistance To Customers In Navigating And Configuring Their Customer Portal As Needed• Track And Manage Multiple Projects And Tasks • Provide service expertise and work cross-functionally with subject matter experts to transform the customer vision into a finished implementation. • Identify and Expand opportunities for Up-sell and Cross-Sell. • Plan & execute technology conferences, meet-ups, and other events. Show less

• 

  T-Systems ICT India Pvt. Ltd.

  Sept 2022 - now

  • Service Delivery Manager

    Sept 2022 - now

  • Service Delivery Manager

    Sept 2022 - now