Anand سرينيفاسان

Sr. Analyst/SME في The Royal Bank Of Scotland

• الهند - تشيناي
• أشغل هذه الوظيفة منذ أبريل 2011

 Working as L2 support for RBS Group of ATM’s/CDM’s across UK & Ireland using various tools such as Gasper workstation, Connex (main-frame), HP Service manager 9.
 Acting SME for onshore and offshore teams.
 Monitoring Team Performance (Inbound and Outbound calls) -Track Daily / Weekly Volumes / SLA - TAT & Accuracy using Avaya Site administration tool for agents aux mode, auto-in mode, AHT, ACW etc..,
 Staff mentoring and coaching and providing technical assistance and First point of contact for escalations / queries from colleagues
 Worked efficiently to strict SLA targets while adhering to RBS legislation processes.  Build up and solidify good contacts with areas both internal and external to the business area.
 Knowledge transfer activities, both in-country and globally
 Identify several areas of Service Improvement and put forward new ideas
 Incident management: raising an incident, criticality assignment, assigning incident to respective team, preparing/reviewing/authorising knowledge solution documents, maintaining SLA within the limit etc..,
 Stakeholder management: Conducting weekly/daily review calls to discuss about team performance, atm availability, escalations, and process improvement.
 Provide support to the branch officials & site staff’s to perform basic troubleshooting steps to resolve the fault on the atm.
 Mailbox - monitoring and action of incidents & e-mails relating to ATM support, received from ATM Operations or other stakeholders  Report Production - generating an hourly current state report to monitor the atm faults and ensure the atm availability above 98% all the time.
 Responsible for preparing monthly shift rosters
 Responsible for creating SOPs, EUDA
 Conducting Technical round in the hiring process.
 Responsible for conducting training new joiners,