Senior Service Manager
Tieto
Total years of experience :14 years, 5 Months
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
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
• 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
• 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.
Masters in Computer Application
Bachelor's in Computer Application
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