Service Management lead
Capella Solutions
Total years of experience :16 years, 11 Months
Responsibilities
• Build customer service management portfolio (e.g. KPI definition, SLA reporting)
• Report and chair service reviews (from SLA perspective)
Projects
• eCommerce portal, Software development, Software testing
Project experience
Project : Global Network Provisioning
Client : HP
Period : Jul 2010 - Feb 2011
Team size: 15
My role
• Maintain the inventory database
• Manage new installations
• Responsible for data and voice network change implementation for switched and dedicated services
• Tools used: Tangoe, Verizon disconnect portal
Project: Network Migration
Client: Bimbo Bakeries
Period: April 2011 - Jan 2013
Team Size: 7
My Role:
• Chair CAB meeting
• Handle incident ticket queue
• Maintain project and application documentation
• Tools used: HP NOtA and COPS
Project: Network Migration
Client: Bank of America
Period: April 2011 - Jan 2013
Team Size: 8
My Role:
• Chair CAB meeting
• Manage effective implementation and reporting of the service desk and incident management processes
• Manage client provisioning and decommissioning (including inviting quotes, vendor assessment and selection, order release, order tracking until completion, documentation)
• Tools used: HP NOtA and COPS
Project: Network Operations
Client: Healthcare ITO, US Government
Period: Jan 2013 - Nov 2013
Team Size: 8
My Role:
• Manage incident, problem and change management processes
• Supervise, train, motivate and mentor teams of network provision engineers to optimize department performance as well as exceed SLA
• Lead the resource and billing management
• Accountable to client delivery manager for service management aspects of the client
• Tools used: HP NOtA, COPS, Cross-trained on BMC Remedy Tool, HP ERRMS, PAT, RIS
Supervision of on-site works, co ordinating between Clients and Sub contractors, Maintaining stock flow, Adhering to the deadlines, Preparation of daily site reports on progress of work, Maintaining quality standards, Attending to clients Complaints and forwarding them to the management, checking the conditions of site for sub contractors to work. taking care of dependencies.
Authentication of loan application. Loan pre-sanction documentation Analysis - IT reports, audited balance sheet, P&L accounts, bank statements and other processing documents.Preparation of credit approval memos and providing primary loan approval, customer financial status and policy directions. Analyzing the portfolio performance and behavior so that corrective actions can be taken. Monitoring RC tracking, updating, payment handling, PDD updating, disbursement and documentation of approved loans Consolidation of monthly credit MIS of all state-wide branches
Checking logins done by Sales Executives, Setting up of loan gatherings and assigning areas for the Sales Executives, Handling walk-in customers, Maintaining the sales register, Optimizing daily Sales Report for the Sales Manager, Setting up of sales target for the Executives, Maintaining customer relationship.