Rajat Ahuja

Experience

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  Yamaha Motors Solutions

  Apr 2007 - Sept 2007

  Customer Care Officer

  Worked as a Back Office Operations Executive & was responsible to complete all the financial work.

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  Convergys India Pvt. Ltd

  Oct 2007 - Nov 2008

  Sr. Customer Support Officer

  Worked with J P Morgan & Chase.Worked as the backup for my Team Leader, leading a team of 11 agents and responsible for mentoring all the new team members.Have been instrumental in achieving and superseding all the DMOQ's across the site.The job includes financial objectives and quality parameters.Have been a part of the Audit Team for Orange Business Customers.Ensuring adherence to the Client Service Level Agreements.Taking team huddles for verbal communication of reports, updates, contests and recognition in the Team Leader's absence Show less

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  CSC

  Oct 2010 - Feb 2012

  Associate Analyst - Service Delivery Co-coordinator

  The main objective is to analyze the problem or request of the user received in mail/CSC Tools and document that in form of ticket and moving it to the next level depending upon the nature of the problem within a time bound Service Level Agreement as per ITIL framework. Attending Daily Service Review calls for consistent monitoring of quality of the tickets creation and assigned by WFM to the technicians make sure SLA's are met. Updating management regarding the SLA of the work being performed by everyone to the management and provide a proper report regarding the same.Preparing SLA, Productivity Report of the team and sending them to the higher & middle management on a daily basis. Maintaining Operational Excellence by meeting SLA's, effective productivity by Ticket Creation, Queue Coordination and clearing Backlogs.Following Ethical Behavior and Conduct and maintaining professional boundaries, following all CSC policies, Security policies, Abiding and following all process and procedures and following the CSC dress code.Attended trainings on ITIL V3 foundation, Total Quality Awareness, Business Etiquette, Ms Outlook and etc. Show less

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  CSC

  Jun 2012 - Dec 2013

  Service Request Lead
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  IBM

  Dec 2013 - Dec 2016

  Global Service Delivery Manager

  Manage major Incidents to ensure that Service Level Agreement and Operational Level Agreementare respected.Handling Business Critical & High Impact Incidents in a 24x7 environment.Attending SRTs & act as an SRT scribe by taking inputs from resolver groups within the SRT framework & scope.Following Escalation & Notification process.Responsible for assigning incidents to appropriate resolver groups & determining the severity based on business criticality & user impact.Creating Problem Management Records in Remedy after the resolution of the incident & following up on action items.Attending Daily Service Review calls as incident Management Representation & appraising the account of the current state. Creation of major incident report for pre & post DSR. Show less

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  NIIT Technologies Limited

  Dec 2016 - now

  Operations Manager
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  Bank of America

  Feb 2018 - now

  Manager ITSM