IT Operation Manager
Wipro Ltd
Total years of experience :5 years, 7 Months
1. Handling the hybrid (Onsite/Remote) support model of Service Delivery for 11 committed deliverables and ensuring the adherence to SLA.
2. Single Point of Contact for customers in-terms of Service Delivery/Program Management
3. Establishing client relationship and obtaining timely feedback from the client
4. Managing IT infrastructure and Application support for more than 2500 desktops
5. MIS report on SLA performance to be submitted to customer for all deliverables as per timelines and Review meeting to be ensured to address their concerns
6. Customer deliverable wise feedback to be captured in monthly reviews and Service Improvement Plan (SIP) to be implemented for the gaps identified till closure.
7. Ensure that end user satisfaction survey to be conducted on periodic basis and actionable are closed within the committed timeline
8. Customer complaints/open issues to be captured and addressed with appropriate actionable
9. Call analysis to done on periodic basis and ensured that cycle time reduction on Incident Management to be showcased to customer through communication mailer on continual improvement
10. Deliverable wise performance projection mailer to be initiated on periodic basis
11. Ensure that payment collection process to be initiated and followed as per timeline
12. Planning and execution of short-term projects w.r.t customer needs
13. Ensuring the delivery of daily/weekly/monthly reports to Customer/Management as per timeline
14. Escalating the quality issues beyond control to the higher ups & get the solution at the earliest
15. Staffing and scheduling the engineers as per requirement for the program.
16. Team meeting to be conducted for the resources on weekly basis to address their concern and needs
17. Monitoring and motivating the team to enhance the team performance in the areas of productivity, quality (communication skills and technical expertise), customer satisfaction, employee satisfaction, and employee development.
18. Evaluating the team performance and giving frequent feedback for improvement
19. Regularly accessing the training needs of resources to fill the gaps in performance.
20. Succession plan to be in place for all critical defined roles in the account
21. Planning for resources movement based on the tenure plan with no hindrance to customer operations
22. Controlling the team’s attrition and ensuring high levels of motivations among the team
Auditing and the live calls
Rating the live calls which has been taken by the team
Sharing feedback to the team by having regular governance with the process team.
Actionables will be closely tracked with the team till closure.
B.C.A Bachelor of Computer Application - University of Madras (1999-2002)