operations Manager
Wipro infoTech
Total years of experience :12 years, 1 Months
Handling a dedicated team comprising of service desk and technical service desk.
•Responsible for providing permanent solution to customer issues across PAN India & Dubai - international business through a dedicated team of skilled engineers.
•Coordinating with server and network team for technical issues to ensure quick resolution.
•Drive first calls resolution to ensure quick solution to customer issues.
•Repeat call analysis & Problem Management
•Ensure critical SLAs’ like response, resolution, remote resolution etc. are met as per norms defined in SOW.
•Identify & capture risks impacting end user performance delivery and define actions to mitigate risks in a timely manner.
•Ensure Knowledge Base & technical SOPs’ are up to date.
•Ensure all project documents are periodically reviewed, updated.
•Process and Performance tuning and ensure SLA/ targets are met.
•Identify key training requirements for the team for skill enhancement.
•Adherence to communication plan and service reporting matrix to ensure below listed reports are shared with all stakeholders.
•Daily overall project performance report
•Pending call report - Infrastructure & Application
•Weekly Service Desk & Technical Service Desk productivity report.
•Regular performance feedback to helpdesk & technical helpdesk to ensure productivity & quality norms are met.
•Quality checks on tickets handled by technical engineers & voice calls handled by helpdesk engineers, initiate trainings for underperforming engineers & cross skill performing engineers.
•Highlight & discuss operational gaps with onsite counterparts to ensure actions are taken quickly and avoid customer complaints & escalations
•Track appreciations, customer complaints & escalations till closure.
•Daily Stand Up call & Weekly connect with onsite team and customers to discuss operational challenges & support required to mitigate those challenges to ensure smooth service delivery.
•Monthly review with customer to project account level performance including remote service delivery.
•Track dissatisfied feedback shared by customers in CSAT survey and initiate actions to improve customer satisfaction & delivery assurance.
•Initiated Service improvement initiatives for service desk.
•First point of contact for E- helpline tool related issues & administration activities.
•Conduct interviews for project requirement.
•Rewards & recognition for performing engineers.
•Team Bonding activities
Roles & Responsibilities:
• MDM Admin support for enrollment of the device & setting the policies for the same.
• MAM support for Installation & Configuration of Apps over the air.
• Lotus Notes Traveler configuration, Outlook configuration & troubleshooting of the same on iPad, iPhones & Smart phones PAN India for HDFCLife.
• Blackberry Server support like Blackberry configuration address book replication on Device or Sync Issues.
• Addition Deletion & Setting of Activation Password of user account.
• Testing of new patches and certifying the same for end user deployment.
• iPad, iPhones & Tablets Wi-Fi Configuration & troubleshooting.
• Application Installation, Configuration, Troubleshooting for all iOS & Android devices in HDFCLife all over PAN India.
• Citrix on iPad / Tablet.
• Asset Book keeping with necessary details.
• Consolidate reports, Analyze reports, take necessary corrective actions and update respective stake holder.
• Remote Support for 35 IT Branches of HDFCLife all over India for all Apple Devices(Macbook. iPad, iPhone) & Tablets.
• Backup and restore on cross OS platform.
Roles & Responsibilities:
• MDM Admin support for enrollment of the device & setting the policies for the same.
• MAM support for Installation & Configuration of Apps over the air.
• Lotus Notes Traveler configuration, Outlook configuration & troubleshooting of the same on iPad, iPhones & Smart phones PAN India for HDFCLife.
• Blackberry Server support like Blackberry configuration address book replication on Device or Sync Issues.
• Addition Deletion & Setting of Activation Password of user account.
• Testing of new patches and certifying the same for end user deployment.
• iPad, iPhones & Tablets Wi-Fi Configuration & troubleshooting.
• Application Installation, Configuration, Troubleshooting for all iOS & Android devices in HDFCLife all over PAN India.
• Citrix on iPad / Tablet.
• Asset Book keeping with necessary details.
• Consolidate reports, Analyze reports, take necessary corrective actions and update respective stake holder.
• Remote Support for 35 IT Branches of HDFCLife all over India for all Apple Devices(Macbook. iPad, iPhone) & Tablets.
• Backup and restore on cross OS platform.
Roles & Responsibilities:
• Installing and configuring MAC OS 10.6 Snow Leopard onwards.
• Installing & Configuring Wireless Access Points.
• Maintaining MAC Desktops & Laptops.
• Maintaining Windows Desktops & Laptops.
• Configuring & Maintaining Network Printers.
• Installation & configuration of Outlook Express & Microsoft Outlook.
• Troubleshooting Mac mini, iMac, Mac book Pro & Mac book Air.
Completed Bachelor of Engineering in Electronics from M H Saboo Siddik college of Engineering
Completed HSC from Maharashtra Board
Completed SSC from Maharastra Board in 2004