Saurav Kumar

Experience

• 

  British Council

  Oct 2013 - now

  -Application Support *Provided service and end user support to internal back-office teams in understanding the applications and functionality. *Liaised with Design and Development team to increase maintenance capability in service delivery.-Client and Vendor Management *Collaborated with internal and external teams to assess support issues, address performance, and understand the current development/release plans. *Managed third party vendors and liaised with their respective support structure. *Prioritized queued cases to expedite resolution to multiple open cases simultaneously. *Drove improvements across different service lines. *Planned and set goals for the team and conducted performance evaluations.-Stakeholder Management *It is an integral part of a change-Management Process. The agenda of this meeting is to plan the schedule of deployment of exam applications and ensure that the requested changes are thoroughly checked and assessed from both a technical and business perspective. *Being the assigned SPOC from L2 team and I patriciate in the weekly CAB: Change Advisory Board Meeting. And provide service to Release Team, System owners and Application Development Team in creating and roll-out the deployment roster for planned deployments to ensure the availability of resources at the time of testing. *Testing for various exam applications on UAT, STAGING and LIVE Environment. *Supporting in Deployments for Hot fix and changes in Smoke tests on productions.-Team Management *Regularly interacts with the internal and external support teams to update on support issues, performance, understand the current development/release plans of systems. *Managed third party vendors and liaised with their respective support structure. *Prioritized queued cases to expedite resolution to multiple open cases simultaneously. Show less Monotring support activities such as call logging, resolution and closure as per incident handling procedures.Monitoring the service level agreement adherence.Review with the individuals on logged incidents and take corrective action.Prepare service improvement plan and take actionDesigning & helping with Service Management concepts and implementation all ITIL framework to all transition accounts under me.Organizing regular meetings with key business stakeholders and ensuring their requirements are addressed to a satisfactory conclusion.Analyzed business requirement for clients and documented it and developed business solutions accordingly. Assisted team in developing and modifying processes to suit client requirement.Participated in various reviews and inspected project to ensured intent of change implementation in project. Responsible for managing resources allocated to Support from the practice pools by controlling the headcount. Ensuring that full time equivalent (FTE) count is recorded.Ensuring adherence to Service Level Agreements (SLA) for incidents by prioritizing incidents and resource. Producing critical systems weekly dashboard reports; submitting weekly report for all Business as Usual (BAU) support, highlighting risk and mitigation actions. Working with key stakeholders to ensure that the processes document is designed, agreed and implemented to meet the businesses needs and appropriate processes and mechanisms are in place for operational service delivery. Show less

  • Global Exams Systems Coordinator

    Jan 2023 - now

  • Senior Analyst Exams Applications

    Jul 2018 - Jan 2023

  • Team Leader

    Jun 2016 - Jul 2018

  • Customer Service Executive

    Oct 2013 - Jun 2016