Operations Manager
Cognizant Technology Solutions
مجموع سنوات الخبرة :19 years, 3 أشهر
• Responsible & accountable for multiple accounts from service delivery & SLA perspective
• Monthly account review with account leadership team.
• Motivate & drive operations team, through rewards & recognition programs
• Tabulate monthly billing for the clients that are supported.
• Tap opportunities for any additional scope creep on existing accounts.
• Identify & drive process improvement areas
• Own & drive CSIs & innovations with in the account & show case dollar benefit to client and/or to Cognizant.
• Ensure governance model is in place & in compliance with contractual agreement.
• Ensuring accounts are audit compliant/ready always with all issues flagged or captured keeping the stake holders/clients informed about the progress.
• Active involvement in project meetings, transition of new application deployments, decommission of old servers/hardware, deployment of new hardware and application upgrades.
• Provide support to new business opportunities by taking an active role in promoting delivery services to clients and supports the transition and implementation of new business (including new service offerings).
• Generate status report, SLA report and metrics progress report for the project
• Responsible to develop service action plans based on root cause analysis, trends and customer inputs
• Planning and organizing IT Continuity tests in conjunction with the IT Continuity Planner and IT Continuity Controller
• Support availability management including Backup and Disaster Recovery Management
• Identifying of risks & logging it to the risk portal & work on mitigation plans
• Collecting availability measurement data for review & bringing in action plan for availability
• Participate in service status meetings of the delivery organization, providing information and analysis related to the services delivered to the customer and support the in the service status meetings held with the customer
• Performance and capacity review & analysis within the account.
• Remediation on performance & capacity issues
• Service Activation & Deactivation process review includes service transition, implementation & production of the services.
• Create & maintain process & procedure documents.
• Draft & design process flow chart of all verticals within the account management, based on ITIL standards
• Deliver on service commitments and participate in account plan/strategy
• Ensure SLA/SLO attainment as agreed in SOW
• Preparing cost case anually, as per the allocated budget for the year.
• Track & remediate resource efficiency.
• Provide leadership and direction to Delivery teams
• Drive/Manage Crisis Management
• Drive/Manage service quality, performance, and improvement of service delivery processes
• Facilitates Business Continuity for the account during regional/ location outages
• Understand client requirements, business opportunity identification, guidance, support and closure
• Own service quality for service provided by the delivery organization
• Ensure continuous communication & coordination with client in the event of Sev 1 or MI
• Monitors service-delivery performance with established governance
• Participate in the Change Control Board and/or change control process as required
• Effective Management of Action Plans on Service Improvement Plan (SIP) and Get 2 Green(G2G) plans
• Integrate services to meet service level agreements and account level budgets
• Ensure positive client satisfaction and client relationship is maintained for service delivery
• To take charge of severity incidents that may come in the queue & follow it up until closure
• Coordinate among various technical groups on progress of the issue & update the stake holders periodically.
• Managing the incidents proactively in the interest of the customer reduced disruption for IT support staff & end user
• Drive technical team towards quick restoration of the services within the SLA
• Escalate appropriately upon breach of SLA
• Publish the outage details on portal for client’s notice & remove the same after the service is restored.
• Produce a PIR (Post Incident Report) & review it with client on a conference call on a weekly basis. Also discuss on process improvement plans to ease the incident handling procedures
• Identifying the process gaps in handling the critical incidents & report it to the client on weekly review call.
• Actively represent incident management during the service review calls with the client
• Ensuring the technical list & their contact details are updated periodically & cascade the information to the rest of the team members if there are any changes
• Maintenance of queue & ensure the daily SLAs are met by the individual agent
• Report the achieved numbers to the manager at the end of day
• Conducting weekly team huddles to discuss process related & floor related concerns & provide appropriate resolution to the concerns raised
• Lending a supportive hand to the agents during all critical outages & during technical issues on which the agents may require my assistance
• To keep the process document updated in timely manner & ensure the information provided is accurate & up to date
• Provide second level support to the internal customer on technical issues like & not limited to, network issues, hardware issues, Outlook issues, MS Office issue, OS issues.
• Assisting agents whenever they seek assistance on difficult issues when on calls & off calls as well
Company: DELL
Designation: Senior Technical Support (Inspiron & Latitude Laptops)
November 2004 - October 2006
Provide first level of technical support to end users & to drive towards first time resolution & overall customer satisfaction is met on calls. Answer customer technical queries & guide them in fixing the technical issues for which they call in for.
Roles & Responsibilities:
• Provide technical support for elite corporate customers
• Ensure customer is guided with the technical trouble shooting steps & explain the issue to them in layman terms
• Mentoring new hires
• Follow up with the issue & ensure the system issues are fixed & customer satisfaction is achieved
• Ensure First Time Resolution (FTR) for most of the calls
• Arrange for an onsite technician for replacement of the laptop parts, where ever necessary
* BCA in Computer Applications * ITIL V3 Foundatoin Certified * ITIL V3 intermediate Service Operation * PMP Bridge course * Expertise in MS Office, ITSM tools viz. Manage Now R1, Service Center, Remedy, Lotus Notes and Maximo * Hardware & Networking Course DISHA * Gone through Time & Motion studies for better utilization of a resource/process