Angelo Smith Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru Area, India

Bengaluru Area, India

Bengaluru Area, India

Managing operations for Security and Risk Management.Evaluating and managing servicesEnsuring operational activities that are redefined as projects are planned, executed and closed on time. Conducting service performance reviews with the client specifically to analyze performance scorecard data, identify process improvements and conduct root cause analysis (as needed). Initiating progress and closure of all service improvement plans on time.Identifying fragmentation of activities and planning transition of those activities into the competency and ensuring smooth cut-over and managing steady state.Planning preventive actions and demonstrating reduction in service delivery failures by implementing Defect Prevention Process.Ensuring team members are familiar with client expectations, their business needs and objectives; motivating team members to achieve optimal performance. Driving initiatives for client delight.

Bengaluru Area, India

Provided operational support to team members to ensure timely and effective service delivery.Monitored performance of new hires and conducted regular performance discussions to ensure performance is as per standards set.Identified gaps in the process and drove action plans to close gaps. Conducted regular interlocks with concerned stakeholders to communicate progress of action plan.Performed RCAs for escalations, change failures, SLA breaches, and implemented workarounds/solutions as appropriate. Fed case studies into new hire/refresher training programs.Created best practices for the team.

Hyderabad Area, India

Trained new hires to perform different roles in operationsWorked closely with the learning and development team to implement best practices in trainingCreated and maintained manuals, quizzes and modules.Conducted refresher training programs based on TNA.

Hyderabad Area, India

Provided remote technical support to IBM technical personnel on multiple applications in high availability product environments.