Nawaz Shariff

Experience

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  Infinite Computer Solutions

  Feb 2014 - Apr 2015

  Senior Technical Support Executive
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  Unisys India

  Apr 2015 - Apr 2020

  Service Delivery Associate 1 - Knowledge Manager

  Service Delivery Associate - As a SDA we play a vital role in managing and coordinating between field services team and client requirements in order to provide quality onsite services. The SDA will be accountable for SLA achievement for the defined geographic domain. The SDA is the primary point of contact for issues associated with SLA activity. The SDC will be working with both technical engineering teams as well as management and business clients.  Incisive acumen in setting-out quality standards, implementing quality systems & procedures to facilitate a high-quality experience, while adhering to the Service Level Agreement (SLA). Evaluating key considerations for matching performance measures with business strategies.  End to End SLA Management of tickets for designated account. Acting as a SPOC for Unilever account and supporting SDC delivery globally. Create Daily, Weekly, Monthly reports on SLA and share with required stakeholders for improvements in SLA. Driving Continuous improvements and innovations to enhance quality overall the daily deliverables with both Internal (Stake holders) and External team (Vendor Partner & Client). Co-ordinate with other internal support departments including the service desk, SEO, GFOC, Stock/Asset Management & Order Management teams for process improvements. Attend CSAT discussion calls to understand the issues and escalations raised by client and take corrective actions to share the feedback with field team for improvements. Interact with client and discuss the key areas for improvements. Manage client escalations and take corrective measures to provide quality services. Training and mentoring the (New Joiners) SDC’s/PMOs on FSO activities for assigned Account.  Drafted SDC Process Guide for the Account. Show less

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  DXC Technology

  Apr 2020 - Aug 2021

  Professional 1 Service Delivery Coordinator

  Professional Service Delivery Coordinator 1 – Global Knowledge ManagerRoles and Responsibilities as Global Knowledge Manager:• Create/Update and manage the process documents for Service Delivery teams.• Manage Account Information and make sure all the required information and documentation for clients is available on time for reviews.• Manage the Knowledge Base for the accounts designated.• Create KB articles, update and retire based on the process changes. • Communicate the updates and process changes to the help desk to adopt the new process updates.• Co-ordinate with training team to get the training material created and schedule a training session with the help desk.• Weekly discussion with Supervisors and Team Leads on process updates and new Knowledge Base creation to drive the help desk and achieve the SLA’s and KPI’s.• Co-ordinate and work with DCM’s or Application Owner’s to get the KB Articles reviewed and if any gap that needs to be updated.• Collaborate with internal Training and Quality teams to cater the business requirements.• Manage Powe-Bi reporting for KM activities and track KB Usage and Accuracy for Service Desks.• Create weekly/monthly presentations for client and internal stakeholders for performance reviews.• Interact with clients, discuss the performance reviews, and key areas for improvements.• Manage client escalation and take corrective actions to deliver the quality services.• Manage transitions and KT sessions with internal and external partners.• Manage automation projects and implement for business improvements. Show less

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  HCL Technologies

  Aug 2021 - Jan 2023

  Technical Specialist - Global Knowledge Manager
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  Unilever

  Jan 2023 - now

  Assistant Manager - Service Delivery & Performance