Murali Krishna Deepala

 Taking the overall responsibility for incident management and fulfilling the requests on service desk.
 Acting as further escalation point to the supervisors.
 Taking wider customer service role.
 Reporting the senior management on the issues that could significantly impact the business
 Supervise a Level-Level 2 technical support staff.
 Conduct regular audits of technical support staff work.
 Write, implement and enforce company policy and procedures.
 Conduct, or arrange for, regular training (new and recurrent) for technical support staff.
 Identify and track Key Performance Indicators for Customer Care Department.
 Manage and drive conference calls with multiple departments for globally impacting events.
 Be part of an on-call rotation to provide 24/7 on-call support for the Customer Care Center, customer and department escalations.
 Work with multiple departments, locally and remotely to collaborate on problem and incident resolution.
 Work closely with globally located support teams.
 With customers to set-up, launch and support customer end user support service.
 Regularly review and audit process, identify areas for improvements, create a plan to address these needs and implement the plan.
 Track team performance.