Engagement Manager - Workload
ibm
Total years of experience :16 years, 5 Months
Managing a pool of Oracle Database Administrators
Accountable for managing real-time customer’s back end servers
Identify, Analyze & Deploy right skilled resources to handle customer or client raised Incidents & Requests
Accountable for server uptime and availability with regular and planned activities
Accountable for every SLA adherence
Scheduling and forecasting required man-hours against work inflow
Timely invoicing with rigorous follow-up and escalations as and when required. Follow - up with WFM (Work Force Management) before end of month to provide data by 1st day of consecutive month. Follow -up on internal and client approvals to target invoice closure by 5th of consecutive month.
Multiple checks to ensure accurate invoicing. Detailed customized checklist for each LOB/process to ensure contractual compliance (rates, forecast, MBG etc. Keeping track of necessary additions/deletions/one-time billing (Rewards & Penalty, incentives, service credit adjustment etc)and incorporating the same accurately.
Review the contract and ascertain that all applicable contractual clauses are captured and reflecting on the invoices. Clauses not covered need to be highlighted and documented for review. Monthly exception reporting for all processes to be put in place. Billing manuals to be updated as and when required and to be adhered to while invoicing.
To ensure trending of revenue vs. forecast is monitored and business leadership is made aware of potential revenue loss. Process Improvement - Improvement in invoicing/billing process to reduce timelines.
Billing manuals and updates are documented as processes and SOP is maintained and communicated to relevant stakeholders.
Cross training team members through knowledge sharing sessions organised for the team.
Learning of various process handled within finance team like collections, business finance team, accounting team etc
Checking accuracy of the invoices being tracked as per SAP and as per Revenue Assurance team
Maintain monthly invoice tracker which has details of invoice amount, POD, etc and sharing the same on a monthly basis.
Handling, Generating, Processing, Analyzing, Publishing Daily, Weekly, Monthly Reports.
Publish External Daily reports to the Client.
Publishing various Individual and Team wise Score Cards, Trackers, Dashboards etc,
Providing Data support, Presentation support, Informational reports, Performance Metrics for all the Processes and Business Reviews.
All employee level performance on different parameters improves any individual & team performance evolution.
Providing tactical and explicable operational level analysis for deviation of SLAs and Targets.
Preparing the overview presentations about the progress and achievements.
Providing Attendance details & Data support to HR to process monthly Payroll.
Publishing Daily reports according to the requirement from all the departments and ensuring the accuracy and timelines.
Involved in Agent & Team Leader Performance metrics calculation to process their monthly Performance Incentives.
Guiding Operations towards the Targets by updating everyday performance achievements and remarks.
SOFT SKILLS TRAINER - Handled communication up-skill training for new and existing employees
Course Completed - 2004 to 2007 3 Backlogs not completed / not attempted