Manager - Incident Management
Unisys
Total years of experience :20 years, 5 Months
Manage a team of incident managers responsible for 6 processes spanning across 300 agents.
Transition new processes and develop SOPs
Ensure SLA’s and OLAs are met consistently.
Responsible for functional and hierarchical escalation of incidents, lead daily escalations and report outs.
Drive group chats and bridge calls effectively with resolver groups to resolve incidents
Facilitate communication with clients, team members, suppliers, etc. to ensure the actions and changes which may affect them are known.
Examine work queues for problems in jeopardy of missing service agreements.
Communicating progress of problems to relevant parties
Contribute to the development of short and long term strategic business goals
Maximizing Customer Experience while optimizing costs.
Shift scheduling
Assist with training and identify training needs within the group
Ensure adherence to legal & regulatory requirements as applicable to the nature of work.
Ensure adherence to the Contractual Requirements of the Process/Function
Assume the responsibilities of the AVP in his absence
Specific training undertaken: Six Sigma Green Belt, Lean Sigma, MBTI (Myer Brigg Type Indicator - 3 days x 8 hours) and Leadership Excellence ( 5 days x 8hrs)
Active part of Green Belt Project on reduction of repeat dispatch rate,
Best of Breed on Customer satisfaction for the years 2004, 2005, 2006, 2007
Functioned as Manager - Platinum Club and Ownership Teams to assess the call flow, escalation volumes, to design shift schedules and assessing floor plan for my teams on a monthly basis.
Played a key role in establishing the ownership process for XPS (Premium Queue) and DTP, thereby enabling these queues to be BOB (Best of Breed) on CSAT across India sites through ownership model.
Efficiently & effectively attained highest productivity at the site level at 80% (AHT of 19 minutes) during FY’04; highest RR (resolve rate) YTD at site level.
Acted as Manager of Quarter for FY’04 - Q3 & Q4; FY’05 - Q3 & Q4, FY’06- Q1, Q2, Q3 & Q4 and FY’07 - Q1, Q2 & Q3.
Recipient of following awards & appreciations:
• Dell Community Service Ambassador - 2005.
• Virtual Dinner with Kevin Rollins (CEO Dell).
• Special Contribution Award from Dick Hunter.
Mar '01-Nov '02: GE Capital, Hyderabad as Help Desk Analyst
Distinctive Highlights: ➢ Imparted training on Yellow Belt.
➢ Acted as Leader of the pc-support team - a six sigma initiative to reduce onsite repair cost.
➢ Holds the distinction of: • Handling network consisting of Servers on Windows 2000, PCs on Win 95/98/2000/NT and Peripherals - web cameras, zip drives, printers and scanners.
• Conducted remote administration of Servers and PCs.
• Analysing service data in order to plan maintenance activities as well as reduce costs by establishing / improving systems & processes.
• Worked on the Green-Belt project for PC support, successfully redesigning workflow.
Commenced career with NECX, Hyderabad as a Customer Support Engineer from Feb '00-Feb '01
MBA - operations management from ICFAI Hyderabad
Diploma in Electronics and Communication Engineering, Anantapur Secured 73%