Senior Consultant
Capgemini Technology Services
Total years of experience :11 years, 10 Months
• • Work with the other SEMs to ensure best practice is delivered and CSI is standard practice to drive improvements
• • Proactively seek improvements to ensure the SEM service provided is of the highest standard
• • Manages medium-small sized teams and/or work efforts (if in an individual contributor role) at a client or within Capgemini.
• • Supports continuous improvement and organization development activities
• • Interacting with peers and/or management levels at a client and/or within Capgemini
• • Works with supervisor on Service Definition Management projects
• • Transparency and Strategic Input: Refine, improve and maintain Global Metrics to provide visibility into stability of Services across all Bupa infrastructure. Incorporate trends, KPI analysis for Change, Incident Management, with special emphasis on Proactive Problem Management metrics. Refine, standardize and continuously improve Release and Change category definitions to achieve consistency in classification.
• • Training and Assurance of Best Practices: Train and educate TW EIS staff in all areas of Service Management through training events, collaborative forums, and community of best practices. Hold periodic Q&A and training sessions to encourage sharing of best practices and adherence to policies and procedures in all areas of Service Management
• • Maintain and refine all training materials, process and procedure documentation. Audit and maintain all communication plans for process changes and updates in all areas of Service Management. Provide input into the overall communication strategy.
• • Assisted in knowledge transfer to team members and organizations after successful delivery of the service
• • ATR signoffs
• • Maintain Document Matrix.
Worked with IBM India Private Limited as Major Incident Manager and Availability Manager.
Adroit in leading IT Service Delivery Operations in a client-server, corporate intranet & internet environment.
Extensive experience in steering support, requirements development and proposal work.
Merit of being an active member in training the new members on the production floor.
Acquires a clear understanding of the industry, technology trends with the distinction of instituting new practices to achieve business excellence.
A competent leader with distinguished abilities in end-to-end incident management, custom designing business solutions and motivating team members to maintain deliverables as per SLAs.
An effective communicator with excellent relationship management skills with the ability to relate to people at any level of business and management.
Manage incidents from low to high-severity across the entire problem life-cycle in accordance with resolution and restoration SLA.
Produce proactive reports, trending analysis, service level reporting, process consultation & application of ITIL best practice.
Co-ordinate incidents requiring multi-vendor engagement. Drive effective and efficient Incident Management process to ensure timely service restoration and resolution of incidents. Oversee support teams compliance with the Incident Management process. Manage and escalate to third party vendors for specified incidents. Maintain close contact and communication channels with the Incident Management SME to ensure high quality service requirements are met.
Analyse process metrics to identify and recommend improvements, improve productivity and increase client satisfaction.
Inform decision makers regarding selection and support of process improvements/management and establishment of standards and performance metrics.
Assist the Service Delivery Manager to resolve issues and needs of the client.
Conduct incident management trend analysis within the supported production environments.
Daily High Severity reporting.
Assist IBM Management and clients with contractual and metrics reporting for both internal IBM and client specific requirements.
Review and evaluate incident records to ensure handling of incident and severity level determination.
Analyse the data collected for process improvement efforts and to validate best practices.
Follow up on incident records that do not meet quality standards to prevent recurrence.
Determine if root cause analysis is required and initiate Problem Management.
Apply Information Technology Infrastructure Library (ITIL) framework
SIGNIFICANT HIGHLIGHTS:
Developing process documents and process flow charts.
Manage and coordinating with a heightened sense of urgency the recovery of Critical Events impacting IBM managed services on a 24 x 7 x 365 basis. Identifying Critical Event impacts that directly affect the customer’s ability to function.
Coordinating resources to expedite recovery of Critical Events to the customer and provide real time communication of recovery plans, actions, and status to Wipro Service Management.
Forming an Initial Response Team for any Major Incident.
Ensuring that the appropriate communication activities (notification and escalation) are executed for the duration of the incident.
Collecting major incident measurement data for both internal and customer measurement reports.
Providing Critical Incident resolution status as and when requested to stake-holders.
Ensuring that accurate timelines of recovery plans and activities on Critical Events are carried out and send out real time communications to Wipro management/Service Management of recovery actions, plans, and status.
Creating a knowledge base for all SOP’s for referral during a major incident.
Monitoring & working on Major Incidents Priority 1 ticket.
Worked as Technical Support Expert in Dell International Services with proven skills in Desktop, Portables, XPS gaming systems, Printers and Wireless systems and Operating Systems Trouble Shooting, Networking.
More than 2 years of experience in rendering quality technical service to international clients.
Ability to support and sustain a positive work environment that fosters team performance with strong communication and relationship management skills.
Possesses a sound skill set of excellent customer service, satisfaction and communication.
Out Of Box thinker with innovative ideas to improve process client delivery.
Stupendous communication, analytical skills with flair of understanding and empathizing with customers for the best customer service.
Trained new comers in the REX pool on total solutions and conducted training’s for BQ team members on total-solutions
Microsoft Windows
Expertise in Windows’ OS (95 till windows 7 and Networking OS’ )
Spearheading efforts pertaining to issues viz. operating system reinstallation, repair, configuration and maintenance.
Accountable for DSL, Dial up related issues including network, router and modem troubleshooting.
Troubleshooting Desktop and Printers and involved installation and maintenance of all windows based OS.
Operations:
Ensure efficient customer service and solution for good c-sat scores accounting for individual/ teams overall performance and incentives.
Quality and Compliance:
Accountable for conducting resolution audits.
Analyze data through scrubbing of case logs, email capture rates, etc.
Customer Relationship Management:
Identifying improvement areas & implementing measures to maximize customer satisfaction levels.
Taking escalations for resolving critical issues; ensuring CTQ Delivery & Business Continuity.
Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.
Responsible for follow up calls to customers to maintain relationships and identify potential unresolved issue to enhance the overall experience of customer.
Handling potential dissatisfied customers, taking ownership of their issues, resolving their issues, escalating issues to proper authorities if necessary & follow-up customers with constant e-mails and follow up call-backs.
Team Management:
Monitoring team’s capability to handle technical issues and addressing the best possible solution.
Supervising & monitoring the performance level of the service staff for ensuring superior customer service and mentoring staff members for the accomplishment of service.
Responsible for day to day operations like managing reports, forwarding reports to managers, discussing current work issues & devising solutions for enhanced operations.
Areas of Exposure / Expertise
Technical Support:
Hardware:
o Assisting overseas customers on the phone with Technical Issues on the computer.
o Initiating provisions for dispatches of parts, depot repair, and onsite repair for any hardware failures.
o Trouble shooting in a formatted manner to come to a conclusion about the problem issues in the Desktops and Networks in adherence to the set of guidelines by the client.
Software:
Played a key role in handling and resolving Dell Alert tags generated from time to time highlighting customers with unresolved issues.
Instrumental in bringing down the percentage of dissatisfied customers to as low as 0% in the CSAT scores in the recent times.
Contributed more than 30% of revenue for the team.
Trained team members on how to avoid incidents getting raised.
SPOC for total solution
Helping BQ team members in total solutions by making sale for them on Heat checks
Actively involved in troubleshooting for Desktops, printers and laptops.
➔ Intermediate from Board Of Intermediate Education from ST. Mary's centenary junior college ➔ Schooling from Andhra Pradesh Board Of Secondary School Education from ST.Patricks high School