Experience

• 

  Ibm india

  May 2012 - Aug 2014

  Sr practitioner

  Responsibilities• Provided L1 support to end users• Monitored calls and emails• Support provided via remote assistance• Handled escalation calls from irate users• Reported on team performance and handled the call queues in absence of SME/TL• Trained new hires• Provided floor support to junior analysts whenever required

• 

  Capgemini

  Sept 2014 - Dec 2018

  Associate consultant/technical lead

  Responsibilities• Lead & managed a team of 20 technical support engineers, always trained and guided them technically & ensured to keep them motivated • Accountable for KPI reporting on monthly basis and socializing the same with the client• Spearheaded the Technical reviews & weekly status meetings with clients• Manage SLA and coordinate with the client to deliver on business commitments on a monthly basis• Single POC for escalation management for all incidents & service requests• Responsible for preparing & maintaining team roster on a weekly/monthly basis• Mentored Level 1 team members on day-to-day activities, handholding them on complex issues, trained them on any new applications etc.• Responsible for reporting on key metrics such as breached or aged requests daily & establish a plan for resolving such fallouts• Addressing key concerns of client regarding support received from any technical support engineers & providing a comforting assurance on resolution• Initiated & developed process improvement ideas to ensure improvement in quality of current processAchievements• Recognized for initiating & implementing process improvement ideas to improve SLA breach and avoid further escalations• Received many appreciations from the client team for proactive resolutions & quick turn around time for numerous incidents & service requests• Due to consistent high performance, got promoted to SME & Lead within 3 years Show less

• 

  Hcltech

  Dec 2019 - now

  • Associate Consultant

    Oct 2023 - now

  • Team Lead

    Dec 2019 - Nov 2023