AVP Managed Services
CyberTech Systems and Software Ltd
Total years of experience :18 years, 11 Months
In my current role I am responsible for managing large accounts in different domains such as SAP (SAP Functional and Basis support), GIS, IT helpdesk and EDI (Monitoring, New partner/vendor/3PL onboarding, Support). I provide leadership and drive proactive and reactive mobilization in a matrix environment, strong focus on service improvement. I review existing service and support models and continuously seek opportunities for improvement, ensuring alignment with service requirements. I champion continuous service excellence by ensuring appropriate level of planning and checks are in place.
Roles and Responsibilities
• Develop policies, procedures, and standards for customer service
• Monitor customer service performance and take corrective action as necessary
• Analyze customer service data to determine trends and areas for improvement
• Collaborate with other departments to ensure customer needs are being met
• Communicate customer feedback and suggestions to appropriate departments
• Develop customer service strategies to improve customer satisfaction
• Ensure customer service staff comply with company policies and procedures
• Member of the incident management process, available 24x7 for major incident escalations
• Ensure resources are mobilized
• Drive incident mitigations and be accountable for decisions relating to service recovery
• Provide clear and timely communication to C level executive in the event of a major incident
• Proactively assess trend and risks to identify problem areas
• Work with virtual teams to drive problem remediation and preventative actions
• Ensure root cause analysis is performed by appropriate teams
• Ensure appropriate levels of capacity management (tactical and strategic) are in place
• Sponsor remediation activities, ensuring momentum is maintained
• Contribute to service policy and governance for standard recovery and technical best practices
• Planning, testing and execution of regular continuity and resilience tests
• Validating that design meets business and compliance requirements
• Facilitate discussions around Continuous Service Improvement
• Create and maintain a Service Improvement Plan for key services
• Provide clear advice to decision makers in technical and business teams on the appropriate course of action to manage service risk
• Manage the Service Availability Risk Register for assigned services and ensure agreed actions are tracked and focus is maintained to close risks
• Change risk review and acceptance
• Knowledge of the forward schedule of change; understand the impact to service and work with teams to drive prioritization and planning
• Advise on change best practices, such as risk mitigation, roll back and planning
• Prioritization of non-functional requirements within product roadmaps
• Report and communicate service performance to business, technology leaders and internal / external customers
• Write and/or approve customer service statements
Analyze the support issues.
•Resolve issues as soon as possible.
•Consult ESRI and/or ESRI Users for further information required to close the issue.
•Prepare the necessary documents to update the knowledge base.
•Training new analysts in ArcGIS Desktop Implementation and preparing them for the screening.
•Reviewing queue of new analysts and providing them assistance with their incidents.
•Evaluating their performance to maintain good CSAT/ ATR and FCR and providing useful tips to improve their performance.
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