Implementation Lead
Fujiyama Software Solutions Pvt. Ltd
Total years of experience :5 years, 7 Months
Command Center Management Service Desk Operations Customer Satisfaction Enhancement
Service Delivery
Description:
•Managing technical implementation of Class Edge software in all schools in Karnataka region as per the process defined by the QA team.
•Key components include Global IT L1 service desk, L2 & L3 support for Virtualization, Wintel, Storage, Database, Network & Voice support.
•Vendor management for smooth implementation of all projects within the SLA.
•Performance management (staff oriented). Resource management.
•Responsible for performance, cost, scope, schedule, quality, and appropriate business measurements.
•Highlighting the gaps, Risks and issues to Business on time to ensure that they are solved out to deliver smooth support to the client.
•Involved in Critical Incidents, ensuring timely restoration of service by managing internal technical team and proper communication to business.
•Implement performance standards and measurements established by Operations Maturity teams to manage ongoing service delivery and attain delivery efficiency.
•Quality assurance of all service performance. SLA fulfillment for overall engagement.
•Responsible for handling Major incident Management & periodic updates to stake holders.
•Responsible for running ITIL compliant operation and enforcing security and compliance requirement.
•Managing and channelizing school coordinator queries.
•Ensure 6 to 8 projects are completed on monthly basis with minimal discrepancy.
•Training all vendors before project implementation on the SLA committed to the customer.
•Uninstalling, Repositioning and redeployment of all hardware from unbilled schools.