Solomon Raj

Worked as Service delivery leads and Operations Manager supporting Service desk Operations of L1 and L2.
Responsible for Service operations for Offshore team of 75 FTE.
• Practrised ITIL process for effective quality delivery and ensuring restoration of services as per agreed SLA.
• Regular connects with resolver groups on volumes trends and proactive problem management.
• Attend status meetings to exchange updates with Resolver groups and business partners.
Active participant in CAB meetings to comprehend the upcoming changes and to plans to staff accordingly
• Creates incident-related performance analysis and shares reports for review by IT management.
Reduced DSAT to 4% from 12% by practicing lean methodologies.
• Addressing critical staffing issues, such as Identifying fill-in staff when necessary and reallocating responsibilities.
• Manage On call support rotation for the team.