Abhilash K S Email and Phone Number

• Drive the efficiency and effectiveness of the Incident Management Process.• Meet the SLAs of different case severity as per the process defined.• Ensure all Incidents are correctly prioritized, categorized, routed, restored/resolved, and closed as per the Process defined and agreed with the customer.• Regular communication updates to the Customer, End-user, and other Stakeholders during the entire Incident Management cycle.• Ensure that all the client escalations are closely looped within the defined turnaround time.• Coach and mentor team members on the weekly updates that are provided by clients.• Work with DMs in other support groups to get customers the right support team when required.• Be the Key contact for all problems and queries with specific business assigned.• Assign Incident Cases to the appropriate Engineers within the defined SLA in the IT ticketing tool.• Provide accurate response on Severity case issues, expired and misroute cases by checking in Rave, DFM, ServiceNow & CaseBuddy tool.• Provide relevant internal and external reports as per the business unit requirement.• Provide RCA report for the SLA missed cases.• Ensure callback expectations are met and not missed for abandoned cases in queue and analyze client escalations/feedback and take relevant actions. • Participate in weekly and monthly calls with clients to understand the expectations of the teams and provide updates.• Conduct Major Incident and Major management training and spread awareness.

• Respond to incoming support email requests from end-users and provide timely resolution or escalate as necessary.• Troubleshoot and resolve technical issues related to hardware, software, and network connectivity.• Assist with user account management, including password resets and access permissions.• Install, configure, and upgrade software and hardware components.• Collaborate with team members to identify and implement process improvements.• Document and maintain accurate records of support incidents and resolutions.• Provide exceptional customer service and ensure customer satisfaction throughout the support process.• Follow established procedures and guidelines for incident management and service request fulfilment.• Works and interacts with cross-functional and technical engineer teams to influence faster resolution of clients’ tickets.

• Procuring materials from vendors as per requestor needs and creating Purchase orders.• Handling activities involved in transactions from vendor to customer make sure the material shipped matches the 4 ways i.e. Right time, Right place, Right price with the Right quantity.• Investigate and resolve the discrepancy for claim raised from the warehouse and vendors.• Update the material price in info-record or material database.• Regular follow ups with vendor and customers for prompt responses.• Handle RMA/ RGA activity, I ensure the materials are returned to the vendor and receive a credit.• Work with warehouse or receiving location to receive the material. Handle and resolve the issues in Procurement Match Error report (PME) or 3-way match error report.• Work on expediting, de-expediting, cancelling the order with both vendor and Customer, changing price, and providing routing instructions to the transportation department.• Turning the blocked Purchase requisitions into a Purchase order and making necessary changes as per the customer needs.• Work on reports namely Open order, PME, ASN error report and R/NI (Received not invoiced) report.• Follow ups with vendors asking for tracking no’s, ship dates, invoices, credit memos, POD’s and follow up with AP (Accounts Payable) team to process invoices and credit memos provided by vendor.

• Purchase Order creation• Extracting Open PO report and tracking the POs till it gets closed.• Extracting Canon pricing report and update the same on POs in SAP.• Extracting Replenishment plan report and update the changes on POs.• Preparing RTV (Return to Vendor) and Scrap report for the outdated materials.• Responding emails on any kind of queries raised by Customers.• Tracking the movement of materials with vendors and logistics to make sure it reaches the delivery address or depots & to close PO’s before getting past due date.• Preparing Data Analysis for the work done in a team.• Carton Reboxing i.e., Ordering and Cancelling the carton orders based on the request.• Preparing DIMMS Purchase plan & Buy plan report every month based on the forecast report.

• Worked as accounts assistant & office admin.• Purchasing of Carton material and Chemical scents.• Reviewing and reconciling accounts.• Processing payments to external partners and maintaining updated records of invoices & receipts.• Facilitating the export of goods and services.