Mukesh Rai

Experience

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  [24]7.ai

  Sept 2013 - Nov 2014

  Technical Support Specialist

  Maintain accounts in Active directory dealing with account creation, email ID, roles, and application in AD• Documentation of all communication with customers in the DWNG ticketing tool. Worked extensively with HPSM (HP Service Manager), SNOW (Service Now), Citrix, MS Office (especially Excel, Word, and Outlook)• Work with the engineering team on the more complex issues and resolving customer’s technical issues• Checking and modifying rights in Active Directory, associated with user accounts for the customers using below tools/dealing with below administration:o Active Directory 2008 Administrationo Exchange Server 2008 Administrationo Lync account Administration Show less

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  CONVERGYS INDIA SERVICES PRIVATE LIMITED

  Nov 2014 - Aug 2015

  Technical Solutions Specialist

  Maintain accounts in Active directory dealing with account creation, email ID, roles, and application in AD• Documentation of all communication with customers in the DWNG ticketing tool. Worked extensively with HPSM (HP Service Manager), SNOW (Service Now), Citrix, MS Office (especially Excel, Word, and Outlook)• Work with the engineering team on the more complex issues and resolving customer’s technical issues• Checking and modifying rights in Active Directory, associated with user accounts for the customers using below tools/dealing with below administration:o Active Directory 2008 Administrationo Exchange Server 2008 Administrationo Lync account Administration Show less

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  Dell International Services India Private Limited

  Aug 2015 - Jul 2016

  Information Technology Specialist

  Providing floor support and assistance to a team of 20+ Level 1/Level 1.5 analysts also managing their schedules and roster changes• Diligently follow up on escalations by working closely with the Client, Capability Lead and the Operations Manager• Actively participate in weekly and monthly meetings with the client for account review helping in betterment of services delivered to the clients• Preparing weekly/monthly dashboard and reviewing their performance with the managers and site leads• Publishing CSL reports for overall request management team• Worked with the Shell Reporting Factory team in making the reports automated• Generating reports for month end CSL, reporting out for billing• Perform Root Cause Analyses (RCAs) during critical downtime and escalations Show less

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  Sonata Software

  Jul 2016 - Feb 2018

  Operations Team Lead

  Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing, and developing team members, identifying any managing risks, and completing daily management tasks• Orchestrate the formation of the team’s strategic operation priorities• Lead and manage a team of high performing individuals, responsible for end-to-end Service Desk activities in line with the SLAs• Organizing, planning, prioritizing and scheduling work assignments, in addition to owning the production & Quality KRAs for the teams• Responsible to manage performance measured on operations/business goals and SLA metrics• My role involves influencing peers and stakeholders in other functions to achieve the operational and business goals assigned• Driving appropriate data-oriented analysis, adoption of technology solutions and process improvement projects to achieve business and operational goals• Managing stakeholder communication on operations milestones, process changes, escalations etc.• Own and drive the key business processes such as planning, annual plans, new year readiness, quarterly business overviews, weekly and monthly operating cadences Show less

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  Tata Consultancy Services

  Feb 2018 - Aug 2022

  Project and Transition Manager || Business Process Lead || Operations Manager - Team Management

  • Stay current with customer needs and strategies and advising customers on transformation opportunities and assisting them to scale up / expand their business with the help of the business research and business analysis techniques• Serve as a liaison between Operations and IT to assist or gather business requirements needed for system modifications, enhancement, and implementations• Prepare an estimation plan and share it with customers (timelines, cost, effort estimation)• Inform the client of the decision and identify resources who will work on the scope management and guide them for scope management• Lead scheduled Sprint meetings as per plan and monitor/track project progress on a regular basis to ensure adherence to budget/schedule/time• Identify risks and issues that might arise in the project and propose mitigation strategies• Create weekly status reports and capture/publish project performance metrics on a regular basis• Interact with internal/external customer and be the first level management contact for the client, onsite teams etc.,• Present progress of various projects, risk at a Program level, etc., to relevant stakeholders• Understand issues from the client perspective and provide a holistic perspective to explain the complete picture of business impact• Maintain regular communication with the end client to keep them apprised of project status moving the project on time within budget• Coordinate with the release manager and support teams to keep abreast with the various activities in the test environment and to ensure the right components move to the production• Conduct retrospective analysis after each sprint to discuss and decide on what can be improved• Provide actionable insight and proactive recommendations moving forward and hand over to BAU teams Show less

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  Epicor

  Aug 2022 - now

  IT Manager