Assistant Manager of Operations
WNS
مجموع سنوات الخبرة :13 years, 7 أشهر
I am responsible to handle a team of 10 people and overall management of Client operations across the globe.
Monitor incidents and request queue and to complete all within the SLA.
Work on incident management and request management by following ITIL guidelines.
Supporting users with various IT related issues across the globe.
Need to take care of all IT related issues and taking care of all the programs and events.
User provisioning for different accounts - Creating and managing user accounts in Active Directory.
Manage user’s access on shared folders on Servers, provisioning VPN access to the users, also provide access to the Client’s customized Application.
Incident and Workflow management implementation and process documentation.
Provide On-call support for the emergency and high severity issues.
Developing and modifying Client Operating Procedures according to the requirement.
Maintain SLAs and help project team in achieving those SLAs.
Suggest and implement Process improvement in the Environment.
Interact with Information Security Manager in US to discuss the process improvement plans on bi-weekly basis.
Provide training to Team on new accounts and for new team members.
Perform Quality Analysis tasks.
Work on Request Management and Incident Management, following ITIL guidelines.
Interacts with clients and associates as required, answering basic policy and procedure
Queries related to information security and safety.
Assists the Sr. Operations Analysts and Specialists with monitoring systems and networks, reporting incidents and anomalies to appropriate security and client staff and management.
Add/change access for associates, client employees, and authorized agents based on information owners' approval.
Provide immediate post-implementation problem solving, trouble shooting, and support as related to security.
Provides technical services for the support of integrated security systems and solutions.
Providing technical support via phone and follow-up response for HP customers.
Troubleshooting for Setup, Hardware and Various Software issues.
Also supporting the Connectivity and Internet related issues ranging from Connectivity to Browsing and printing from Internet on a high grade printer.
Troubleshooting Errors and bugs running on Windows OS(XP, Vista and 7)
Troubleshooting on Products of Microsoft like MS-Office(XP, 2003, 2007, 2010)
Fixing issues related to installation and other difficulties faced by the customers in using the products over the call and taking the remote access of the customer’s machine.
Supporting home network of computers connected with the help of Linksys Cisco routers.
Troubleshooting Performance issues on machines running Windows.
Troubleshooting start up issues of windows machines.
Answering to queries a customer has about various features and working of a Laptop and a printer.
First division in university.