SDM (Service Delivery Manager) - LRS Services PVT LTD
- Manage the AMC of out-of-warranty assets
- Manage vendor for TRC work
- Manage every asset's health under warranty and out of warranty
- Vendor Management
- Establish contacts with local vendors to provide services
- Evaluate and manage vendor delivery of contracted services
- Work with vendors to resolve issues and identify technology solutions
- Perform software/hardware procurement and asset management
- Managing More than 58 Engineers teams
Branch Manager - IT Operation - HP Process - Aforeserve.com Ltd
(2019-07 - 2025-09)
Aforeserve.com Ltd is a partner company of HP (Hewlett-Packard) where we deliver utmost services & Delivery to end and corporate customer.
- Compliance and Regulatory Adherence
- Problem-Solving
- Decision-Making
Team Leader - Sysnet Global Technologies Pvt. Ltd - Mannappuram
(2015-06 - 2019-06)
Mannappuram Leading Finance Company & CCTNS (Crime and Criminal Tracking Network and Systems) Project
- Providing technical support over the phone to all IT users
- Basic knowledge of, Outlook functionalities, telephone etiquettes and excel
- Handling incoming incidents via the phone / e-mail promptly and effectively
- Diagnosing and resolving a wide range of technical issues over the phone
- Take ownership of a call and seeing it through to closure
- Escalating calls and issues where necessary to senior managers & team leaders
- Investigating and implementing ways of reducing calls to the Help Desk
- Ensuring that all call details are captured and entered in the logging software
- Answering & responding to all calls & requests within agreed time scales
- Keeping customers updated as to progress
- Co-ordinate incident resolution activities across a large number of internal groups and 3rd Party suppliers To ensure customer incidents/changes are resolved within SLA
- To send timely communications for all the incidents raised to SEV 1(wherever applicable)
- Respond to inquiries related to high severity IT incident managed
- Manage agreed Alerts (Only SEV /1/2)
- Updating IN &SR ticket In IBM Maximo
- Overseeing all Incidents and user service requests for timely completion
Center coordinator - IT Operation - HP Process - Aforeserve.com Ltd
(2013-04 - 2015-05)
Aforeserve.com Ltd is a partner company of HP (Hewlett-Packard) where we deliver utmost services & Delivery to end and corporate customer.
- Sending MIS report per day
- Sending Consolidated report weekly & monthly
- Report collection from Engineer per day & delay making engineer performance report. Maintain MIS for Document Inward/Outward
- Ensure TAT as per define HP process
- Handling multiple reports, working with formulae, pivot tables & pivot charts, and various Other excels sheet components for accurate data
- Extracting report from CRM agent productivity report on daily basis sharing MIS to the seniors
- E-mailing Reconciled decision-making MIS Reports to higher staff of company with data visualization details using charts
