Operations Manager
NTT DATA Services
Total years of experience :20 years, 9 Months
• Managing a blended shore team of 14 team members that include L1, L2 service desk analysts, team leaders and 3 on-site desktop engineers.
• Managing the overall desk activities and evaluate performance of service desk analysts.
• I'm the escalation point for the service desk analysts and on-site desktop engineers.
• Take overall responsibility for incident management and ensure SLA's are met consistently every month.
• Assist analysts in providing first line support when workloads are high, or where additional experience is required.
• Identify areas of improvements for each of my team member and help them by providing training myself or by the COE team.
• Ensure that adequate staffing and skill levels are maintained throughout the operational hours.
• Develop daily, weekly and monthly reports on service desk team’s statistics and productivity reports for clients and senior management.
• Liaising with on-site and offshore teams and help in resolving aging incidents.
• Monitor service desk team average customer satisfaction scores and ratings by developing a Help Desk survey for clients to use.
• Interviewed, hired, and trained all new service desk analysts.
• Conduct yearly appraisal for all my team members based on their performance.
• Process transitions:
• Have been part of 3 Service desk and Desktop support transitions for NTT DATA.
• Have been part of the transition team since the beginning of transitions till the stabilization stage for 3 projects (2 US based and 1 UK based projects).
• I played the role of Service Desk Lead and was on-site in Leicester, UK for 6 months for Knowledge Transfer.
• Successfully transitioned the Service Desk process to Bangalore. Also, was in Bangalore for 3 months for the entire stabilization period. Project is successfully running out of Bangalore.
• Worked closely with the NTT DATA Transition team and client’s Service Desk team ensuring smooth transition of Service Desk to India.
• Got appreciations from Client and On-site team for the “Reverse Presentation” done by me and my team.
• Created all the KT run books, SOP documents and KB articles for Service Desk team.
• As a Technical Specialist, traveled to USA to take the knowledge transfer from the client’s on-site team, prepared documentation, SOP’s, run books, service catalogs for the project and transitioned the project from on-site to offshore.
• Successfully transitioned the Service desk, desktop, data center projects to Bangalore. Also, was in Bangalore for 3 months for the entire stabilization period. Project is successfully running out of Bangalore office.
• Transitioned 3 infrastructure support projects of 3 different clients from USA to Hyderabad office.
• Managed and operated those 3 projects for couple of years.
• Managed a team of highly trained and experienced technical support professionals.
• Set and managed team objectives and daily team responsibilities.
• Managed the Support Team to work in shifts as per requirements.
• Acted as a liaison between US counter parts and Indian team members.
• Attended conference calls (Global Operations call & IHD call)
• Day to day activities were to Publish the daily agent productivity reports, Daily ACD SLA Report, Monthly performance report, perform call & incident QA for each professional, and forecast/plan leaves calendar for the team members.
• Managed the recruitment process for expanding and backfilling the team.
• Adept in directing and scheduling trainings and meetings for new and existing staff to ensure proper adherence to company / process procedures and policies.
• Foster team development and provide mentorship.
• We also started supporting the Internal IT team being part of them as Internal Helpdesk (IHD). My team as Internal Helpdesk provides Level 1 Hardware & Software technical support, Network or Email support, Application access, Password Resets, Software Installation. Basically we serve as a single point of contact to requests / services or report any hardware, software, or network issues. Logs and tracks all incoming requests in Magic & escalate to the appropriate team and follow-up with the team to ensure the resolution meets Customer satisfaction in a timely manner. Troubleshoot and resolve requests on the first contact whenever possible.
• Knoah Solutions is a BPO Company with more than 2000 efficient staff members working to grow the company and competing with one on the Top most companies in the world to provide a better service in the field of ISP Service providers.
• Worked as a Voice Technical Support agent for EarthLink on DSL, home network and TRON processes.
• Even worked with different departments (Installation, Customer service) with in client and for client vendors (BellSouth, Covad, SBC, Verizon, Qwest and MCI).
• To provide technical support to all the North American customers for HP All-in-One Printers through Chat support.
• Well trained for handling all the technical queries for the All-in-One product.
• Responsible for answering/ placing customer calls to Sony consumers of laptops, desktops, cameras and camcorders and abide by the prescribed norms.
• Aptly trained and updated in industry specific technology and on client's process, applications/ Utilities and products
• Maintain the highest level of technical expertise, soft-skills and phone etiquettes while talking to the Sony consumers.
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