Ankit Guru Email & Phone Number

Lucknow, Uttar Pradesh, India

eam Leadership: Responsible for leading and managing multiple teams,including Call, Chat, Email, Tickets, Quality, Governance, P4 and P3 Incident Management Team. Project Management: Oversee various projects, including the automation of IT-related issues using RPA-based L1 scripts and the development of a self-service portal as a one-stop-shop for all self-service portals.Performance Reviews: Conduct weekly, monthly, and quarterly reviews of overall… Show more eam Leadership: Responsible for leading and managing multiple teams,including Call, Chat, Email, Tickets, Quality, Governance, P4 and P3 Incident Management Team. Project Management: Oversee various projects, including the automation of IT-related issues using RPA-based L1 scripts and the development of a self-service portal as a one-stop-shop for all self-service portals.Performance Reviews: Conduct weekly, monthly, and quarterly reviews of overall performance for the engineers on your team.Communication: Hold weekly review calls with the track team and prepare weekly, monthly, and annual decks for leadership review. Resource Management: Manage rosters, forecast headcount analysis, and identify opportunities from domain teams as part of scope enhancement.Service Improvement Plan: Work on initiatives to increase end-user perception survey responses, raise end-user awareness through email campaigns, and create multiple Standard Operating Procedures (SOPs) for users and engineers. Also, focus on application enhancements.Quality Assurance: Focus on key quality parameters such as Average Handling Time (AHT), Service Level Agreement (SLA) compliance percentage, and aging of tickets. Conduct weekly review calls with the quality team.Tools Enhancement: Enhance ITSM tools (such as BMC Remedy 9.1) by removing non-required assigned groups, resulting in the reduction of high-aging tickets. Also, work on enhancing multiple applications to improve the user experience and reduce the number of support tickets.Hiring Process: Screen resumes at the first level and conduct interviews to ensure that all vacant positions are filled on time. Show less

Lucknow, Uttar Pradesh, India

analyzing Software Application Functionality and Suggesting Improvements: Assessed the current performance and capabilities of the software application and providing suggestions for enhancements or optimizations.Consulting with the Software Development Team and Users: Collaborated with the software development team and end-users is essential for understanding the requirements and expectations of both parties. This helped in implementing changes that enhance the overall… Show more analyzing Software Application Functionality and Suggesting Improvements: Assessed the current performance and capabilities of the software application and providing suggestions for enhancements or optimizations.Consulting with the Software Development Team and Users: Collaborated with the software development team and end-users is essential for understanding the requirements and expectations of both parties. This helped in implementing changes that enhance the overall performance and user experience.Identifying Root Causes of Application Errors: Investigated and determined the underlying causes of any software application errors.This involved thorough analysis and problem-solving skills to effectively resolve issues and prevent them from recurring.Escalating Serious Concerns to Next Level Teams: Recognizing when an issue requires further attention and escalation is important for maintaining the integrity and functionality of the software application.Front-End Support for Clients and Internal Team: Provided efficient and effective support to both clients and the internal team ensures smooth communication and problem resolution. Working on Priority Tickets: Prioritized tasks based on urgency and importance is essential in managing workload effectively. Handled priority tickets efficiently ensures that critical issues are addressed promptly, leading to improved overall customer satisfaction and operational efficiency. Show less

Raipur Area, India