Project Manager
Softenger India Pvt Ltd
Total years of experience :16 years, 5 Months
• Responsible to manage entire project with end to end operations.
• Managing day to day operations and escalations for Service Management team.
• Defining the SOP’s for various activities/BAU.
• Implementation of best practices/processes as per ITIL framework.
• Ensuring closure of Audit actionable items as per standards.
• Tracking and monitoring the KPI’s / SLA’s.
• Preparing MIS reports and submitting to Apex management on weekly & monthly basis.
• Working with business to understand any new requirement, business expansion and growth plans.
• Working along with HOTO team for smooth transition of applications in productions
• Monthly review with all vendors on pending issues and concerns.
• Monthly review with stake holders on operational front and drive action points till closure.
• Attending meetings, preparing MOM, sharing and following up on action items.
• Creation of plan based on the project requirements, tracking dependencies as well as timelines tied around it.
• Creating PPTs, Pivot tables and other supporting documents as per the need of Apex management.
A professional with 9+ year of progressive experience in Service Delivery and Service Support.
Implementing effective utilization of ITIL best practices for IT operations, well versed with ITIL Processes: Change Management, Incident Management, Configuration Management, and Problem Management
Ability to work independently and prioritize tasks as per job needs and manage business expectations with a delivery focused approach.
Ability to build and maintain strong working relationship with seniors, peers, and subordinates.
Problem-solving and communication skills with particular emphasis on clear, detailed Business Requirements and Functional specifications as well as reports for management.
Ability to exercise efficient flexibility and perform well under pressure.
Strong Team management and motivation skills.
Managing diverse pressure groups like demanding Clients and Tech teams.
Defining best practices for project support and documentation.
Worked as a Consultant at Reliance Web World Division on behalf of Caliber Computers Pvt Ltd. Reliance has implemented a 2500 seat Contact Center at Mahape, Navi Mumbai. Our team used to troubleshoot and resolve queries raised by the telecom users within the specified SLA for a particular ticket on priority basis.
Profile Summary:
• Worked on applications like Clarify and Logger applications from Comverse Systems.
• To look after helpdesk team and get high priority tickets transferred to management Services at Reliance Contact Center.
• To maintain a detailed audit trail of customer inquiries and their eventual resolutions.
• To release work-orders for the implementation of a new link and maintaining new links for Audit records.
• To look after Inventory management and documentation of machines used at contact Center.
• To look after daily log reports and MIS reports.
Distance Learning
Full Time Course