Senior Manager IT
KH Exports India Pvt Ltd
Total years of experience :19 years, 1 Months
Manage the Entire IT assets / services of KH EXPORTS INDIA PVT LTD
Work with VP / DVP and Senior Managers to scope and deliver IT solutions for multiple business units (BU).
Primary responsible for procurement of IT hardware, Software and Network assets for KH EXPORTS INDIA PVT LTD
To ensure smooth functionality of IT services with regular maintenance and audits
Development and installation of scalable support desktop/remote technologies aligned with customer needs and supporting technology roadmaps.
Monitor and reduce IT operational costs
Prevent unauthorised access to data and systems through regular IT group policy updates
Responsible for Vendor management in IT department
Responsible for creating and implementing processes and effective operating procedures within the End User Support environment.
Solely responsible for Recruiting, Staffing, Performance measurement, disciplinary issues of IT Team.
Work on Continuous improvement, process mapping and work flow for all production / non production departments.
Training and Transitioning L1 activities to Service desk team
Plan, Coordinate AND Transition new process roll outs
Perform Quality audits on Incidents / Requests using Defects Reduction Initiative technique (DRI)
Devising frameworks for processes that would best suit the company/projects as per their given requirements
Attend Daily Operations calls highlighting Service desk metrics and challenges faced by the team.
Send Daily, weekly and monthly Service Desk Dashboard on metrics, training, upcoming changes if any.
Run Call metrics on a daily, weekly and monthly basis and identify area of improvement.
Update Knowledge repository & create new training materials for the Service desk team.
Schedule the workforce with proper planning every month to meet the staffing requirements.
Spearhead operations of the 24X7 Tier-2 Operations from the vendor location
Represent Quintiles and function as the FPOC between Client and vendor
Ensure smooth functioning of operations in coordination with Incident, Problem, Change Managers and Functional Leads
Guide team members in resolution of critical technical issues
Maximize customer satisfaction through prompt resolution of issues & qualitative service delivery in compliance to SLA parameters
Liaise with Internal Quintiles Employees (Tier-3 Functional groups) for knowledge transition to Tier-2 groups
Identify process gaps through performance of trend analysis on MIS/ data
Transitioned L1 activities to Service desk from Desktop, Exchange and SharePoint teams.
Define KPIs for the Functional Leads, Incident, Problem and Change managers
Generate/ update various status reports for the senior leadership team
Coordinate activities related to recruitment of personnel in Service Transition and Service Operations
Involved in review/ identification of issues from incident tickets in coordination with Incident Manager
Defined & implemented key metrics aimed at effective resolution of issues
Updated clients & other stakeholders on status of new/ existing issues
Ensured compliance to problem management processes/ procedures by team members
Enhanced client satisfaction through identification & implementation of process improvement opportunities
Liaised with various support teams in resolution of internal/ external client issues
Followed up & ensured resolution of escalated/ critical technical issues in compliance to SLA parameters
Guided the Help Desks & support organizations in resolution of issues
Focused on minimizing client impact through identification, resolution/ escalation of critical issues
Chair Sev-1 calls and monitor the activities performed by the resolution group
Generate daily / monthly /quarterly reports and perform trend analysis.
Windows XP / Vista
Guided team in enhancing customer satisfaction through prompt resolution of issues and qualitative service delivery
Updated/ adjusted Customer Satisfaction survey results
Monitored performance of team members & rendered productivity enhancement feedback
Conducted need based training sessions for team members aligned to business requirements
As Subject Matter Expert - Microsoft Windows XP
Assisted technical leads in resolution of various critical issues and understanding of processes
Designed work around based on requirements
Participated in call/ case calibrations and audits
As Technical Lead - Microsoft Windows XP
Led a team of 15 Technical Support Officers in resolution of client issues
Focused on enhancing performance of team members through regular feedback
Implemented various process improvement initiatives to enhance productivity
Collaborated with Partner Technical Leads in Microsoft Product Support Calibration of Technical Call Coaches
Earlier Assignment