Experience

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  Sutherland global services

  Sept 2004 - May 2006

  Senior technical support executive
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  Wipro bpo solutions limited

  Aug 2006 - Apr 2007

  Sme

  1. First Call Resolution on both Inbound and Outbound calls2. Resolve networking issues kept unresolved by tier-2 agents, regardless of the support boundary, thereby reducing the number of open tickets as much as possible3. Analyzing trends in Production Quality and devising corrective actions

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  Tata consultancy services

  May 2007 - now

  Service delivery manager

  Understanding requirements of customer and providing the best cost-effective Batch solution Completed 7 transitions including 2 Non-English Language, from 4 geographical locations across the globeCultivated growth and development of the Network Operations Center (NOC), resulting in 50% increase in shift coverage and cross-training opportunities for managed personnel.Developed high-level KPI reports for senior leadership, resulting in increased management visibility of problematic production systems monitored by the NOC and driving strategic problem resolution.Lookout and Seize opportunities to implement Service Improvement Plans (SIPs), reduce operating costs and provide savings to stakeholders. As a Rigor in Operations (RIO) champion, conduct frequent sessions on RIO to bring down Human Errors to ‘zero’ during Business as Usual (BAU) operations. Authored and published Knowledge Base templates and documentation requirements across IT operations, resulting in a 90% increase in actionable documentation for critical systems.Developed automation scripts, resulting in reduced time spent by Tier 2 operators on manual tasks.Implemented Intensive Internal Training and Developed Processes and Procedures to ensure Employee Satisfaction, Efficient Customer Support and Company SavingsExperience in Deployment, Migration, Administration and Scheduling of Workload Automation tools such in distributed as well as mainframe environment Show less