أفرازخان باثان, Senior Service Manager

أفرازخان باثان

Senior Service Manager

Tieto

البلد
الهند - بونة
التعليم
ماجستير, MCA
الخبرات
14 years, 5 أشهر

مشاركة سيرتي الذاتية

حظر المستخدم


الخبرة العملية

مجموع سنوات الخبرة :14 years, 5 أشهر

Senior Service Manager في Tieto
  • الهند - بونة
  • أشغل هذه الوظيفة منذ فبراير 2022

I am working as a Senior Service Manager

SIAM Governance
End user satisfaction
Demand and Service Portfolio Management
End to End Service reporting
Financial Management
Continual service improvement
SIAM Governance
Quality Improvement

Service Management Lead في atos
  • الهند - بونة
  • سبتمبر 2016 إلى فبراير 2022

SIAM LEAD for a European contract
SPOC for contract where I govern all ITIL functions and reporting
• As a Service Level Manager I track KPI’s negotiate, document and monitor them
• Sharing root cause for the breached KPI’s and registering risk if required
• Handling a team of 27 FTE’s which includes 3 Leads for Incident, Change and Problem management
• Managing Service Desk
• Leading OPOM, Daily Standup and Operational service improvement daily calls.
• Leading Operations review call weekly with the top management
• Key player at the time of Service improvement plan to contribute and improve
• Leading Continual service improvement plans by data analysis
• Project Coordinator for CMO and FMO
• Handling Service transition work
• Escalation manager for the team and client
• Setting up internal development plans( IDP) for the team
• Recruitment Management - Place hiring request and conducting interviews
• Handling onboarding and off boarding task
• Accountable for Team leaves, Shift allowance and rostering
• Weekly and Monthly KPI reporting
• Configuring BMC remedy as per requirement
• Working closely with the stakeholders and tracking there feedback for improvement actions
• Quality check for the team work
• BCP management for the team
• Conducting team huddles daily for the team updates and concerns.
• Performance discussion with the team monthly and yearly

Team Leader – IT Operations Support في SunGard now FIS
  • الهند - بونة
  • أغسطس 2011 إلى سبتمبر 2016

• Leading team providing telephone and online support to users experiencing technical issues(Voice/Chat/Emails)
• Handling shift for 22 engineers GIT Helpdesk from Tier I Team (People management - Pune and Tunis).
• Ensuring Team members are adhering to the ticketing processes and procedures (ITIL).
• Leading Service Transition project for Pune and Tunis Location (FIS to SunGard)
• Process management - New, Improvement and Change
• Incident Management - Major incident analysis, Trend analysis, P1 Incidents
• Initiating bridge calls and chasing for fast resolution
• Assisting the Incident Management Global and Regional Process Owners in driving Service management best-practice and ITIL process standardization
• Handling of incidents according to SLAs
• Use trend and root cause analysis to investigate repeat problems, Incidents, establish common trends that may cause a fault to arise and establish trends for SLA misses
• Interface with incident/change management for incident/ change resolutions.
• Attend Problem and Incident management Forums on a regular basis
• Monitoring open problem tickets to correlate similar problems and Identify overdue problems
• Request Fulfillment - Access management
• Quality Management - Continual service improvement
• Escalation manager - To expedite incident resolution
• Leading knowledge transfer work for transition
• Strong influencing and relationship management skills.
• Ensuring Team members are adhering to the ticketing processes and procedures and ensuring SLA is managed effectively.
• Distribution of daily, monthly and quarterly performance metrics reports to senior management.
• Salesforce performance dashboards created for the management.
• Managing the Telephony (TASKE) data for the entire team and providing reports to the Manager with call statics. AHT, Aux work, ACW etc.
• Maintaining documentation regarding end user interaction.
• Shift Roster management
• BCP management for the team
• Leave management for team.
• Working knowledge of Change/Problem management frameworks
• Conducting team huddles for the team for weekly updates and concerns.
• Ensuring an outstanding level of customer satisfaction and quality by supervising the Helpdesk.
• Recruitment Management - Place hiring request and conducting interviews
• Work with HR and support groups to improve employee retention and satisfaction
• Performance appraisal and normalization discussion
• Manage staff performance & KPIs and ensure corrective actions are being implemented and tracked.
• Technical Support scope for Tier I Team includes -F5 VPN, MDM MaaS360, CMS, WebEx, Audio conference, Outlook, Business Application, Skye for Business, Active Directory, MS Office, citrix, VMware, Linux etc.
• Workday support for joiners and leavers processing

Senior Technical Support Associate (ITO-service desk) في Mphasis an HP company
  • الهند - بونة
  • يناير 2010 إلى يوليو 2011

• Worked as Level 2 Senior Technical Support Associate for Bank of America process.
• Provided Technical Support on active directory, Remote Tools, Office tools, MDM, VMware, Back up Tools, Server issues and Citrix.
• Service center and Maximo Ticketing tools used for logging issues.
• Process Data and Knowledge management lead.
• Mentor for new team members also referred as (SME)
• Incident Management experience.
• Performing Ticket trend analysis and sending it to the Lead for action and review.
• Managing escalations from the VP’s and AVP’s of Bank of America for their issues and co-coordinating accordingly between the respective teams and assisting to get those issues resolved on priority.
• Providing feedback to analysts in case of any failure to follow the appropriate procedure to resolve the issues.
• Client interaction via chat support.

الخلفية التعليمية

ماجستير, MCA
  • في Pune University(Ahmednagar college)
  • يونيو 2012

Masters in Computer Application

بكالوريوس, BCA
  • في Pune University(Ahmednagar college)
  • يونيو 2009

Bachelor's in Computer Application

بكالوريوس, computer application
  • في Ahmednagar College
  • يونيو 2009

Specialties & Skills

Service Operations
Service Desk
Salesforce.com
Prince2 agile foundation
CUSTOMER RELATIONS
CUSTOMER SATISFACTION
CUSTOMER SERVICE
DATA ANALYSIS
Project Coordinator
CHANGE MANAGEMENT
Problem Management
ACTIVE DIRECTORY
ITIL Expert
Incident Management
Availability Management
Salesforce
MS Excel
MS Powerpoint
IT Helpdesk Management

حسابات مواقع التواصل الاجتماعي

الموقع الشخصي
الموقع الشخصي

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اللغات

الانجليزية
متمرّس
الهندية
متمرّس

التدريب و الشهادات

Salesforce (تدريب)
معهد التدريب:
Seed Infotech
المدة:
40 ساعة
VMware (تدريب)
معهد التدريب:
VMware
المدة:
16 ساعة
ITIL Service Transition (الشهادة)
ITIL Continual Service Improvement (الشهادة)
ITIL Service Strategy (الشهادة)
ITIL Service Design (الشهادة)
ITIL Service Operation (الشهادة)
ITIL Foundation (الشهادة)