Sumeet Solanki

Experience

• 

  Tata Consultancy Services

  Dec 2014 - now

  Major Incident Manager

  • Highly skilled professional with around 15 years of experience in Incident Management, Operations Management, and Customer Relationship Management using SAP FICO• Proven track record of coordinating seamlessly with end-users and support teams to ensure timely issue resolution while adhering to SLAs and stringent deadlines• Diligently guiding teams in compiling comprehensive KPI reports, demonstrating strong analytical and leadership skills• Skilled in aligning resources with project goals in T&M(Time and Motion)activity and playing a vital role in Business Continuity Plan (BCP) Backup• Familiar with handling escalations thus leading them to be satisfied customers as a key point of contact•Possess strong process management, prioritization, and multi-tasking capabilities combined with excellent leadership, influencing, organization, communication, interpersonal, and teamwork skills• Anchoring responses to RFI/RFP, forming quick response teams, coordinating & reviewing content to present the best response• Providing estimations and review services along with developing and sustaining effective relations with clients to ensure repeat/ referral services• Understanding client requirements, their expectations and devising solutions accordingly • Ensuring end-to-end ownership of incidents and problems and meeting deadlines without compromising quality norms • Providing effective resolution to customer queries and improving relationships with the customer by anticipating customer future requirements, thereby ensuring a positive customer experience • Monitoring the SLAs and KPIs for the process, identifying improvement areas, and implementing adequate measures to maximise the customer satisfaction level• Identifying improvement areas based on client feedback & implementing effective measures to maximize customer satisfaction Show less