Experience

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  Sitel group

  Dec 2007 - Mar 2010

  Tech supprt

   To handle customer queries for the end users of the client's products / services Maintain acceptable attendance and punctuality To follow strict policy and procedures for communicating any changes and preferences in schedule to the Scheduling Coordinator and Supervisor working for 10 hours a day Resolving customer queries, issues and complaints in an efficient and effective manner  Meet productivity and quality performance expectations as per the scorecard  Mentoring the individuals who are either new or have under performed Helping the team members in achieving the overall target and the goal set Show less

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  Accenture

  May 2010 - Jul 2014

  Business analyst

   Handling clients Account and handling disputes related to any transaction with vendors My responsibilities were supporting key components of the Performance Excellence - Operational agenda for Growth Platform (GP) to enhance performance. Reporting and providing support to internal Back Office Team and Clients Produce day to day reports for the Reporting function which requires knowledge of Advanced excel, Integration Services and Reporting Services to Analysing and understanding the existing reports and preparing of new reports. Developing Teams by regularly conducting sessions on improving performance and ensuring to calibrate each and every one to the latest update and hence enhancing the quality of delivery Communicating directly with clients to clarify requirements or present internal research finding Communicate and present analytical findings and useful insight on process improvements with Client Team Show less

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  Vodafone

  Aug 2014 - now

  Incident Management:Profile Includes: Incident Management of High Severity Incidents - Outage Management. Initiate Bridge calls, drive communication and teams to ensure uptime of Infrastructure within Service Levels. Co-ordinate with multiple teams to get the issue resolved within SLA · Exposure to ITIL framework · Handle client contacts & engage as & when required ·Prepare the required reports on Command Centre tickets & calls.Review lower severity issues and ensure that the appropriate focus is being given.Send email communications to a wide global audience giving details of the incidentsAlso a part of CAB (Change Advisory Board) meeting, authority to approve\Reject emergency change request based on given guidelines. Incident detection, Incident Recording, Management and Tracking Provides primary initial incident support. Documents, categorizes and prioritizes incidents as they occur. Monitoring P1 Calls and identifying the incidents which have major business impact and urgency. Organizing bridge calls and involving the right people to resolve the problem and minimizing the impact. Ensures that incident routing does not meet bottlenecks and that appropriate resources have been engaged to effectively investigate and diagnose critical incidents. Drive for resolution of the major incident without much business impact. Quickly responds to all notifications of unplanned service interruptions from the customer as well as Vodafone internal teams. Provides timely feedback to upper level management, both Vodafone and the customer on all incidents. Feedback includes but is not limited to incident descriptions, executive summaries, detailed timelines, action plans, workarounds and resolution of incidents. Responsible for engaging, escalating and communicating with cross-functional groups within Vodafone and customer organizations. Prepare the monthly weekly & daily reports. Show less

  • Deputy Manager

    Mar 2020 - now

  • Incident Manager

    Aug 2014 - Mar 2020